Burger Street — Restaurant in Arlington

I had a highly unpleasant encounter with Theresa H., during my recent visit to this location at 4600 S Cooper St, Arlington, TX 76017 on 9/10/2023 at 1:05 PM.

Theresa's behavior during my visit was not only unprofessional but outright disrespectful. She displayed a complete disregard for customer service, and I am appalled by her actions. Firstly, when I approached the drive thru window, she was dismissive and rude, making me feel unwelcome as a customer. I tried to look past her attitude and proceeded to pay for my order. As she was handing me my drink, I told her that I had upsized to a medium and she had given me the incorrect size. She looked at me rudely and proceeded to ask her co worker what I had ordered. He confirmed my size drink was supposed to be a medium. I proceeded to ask her if she was going to charge me for the difference or what she was going to do specifically because she still had my credit card in her hand. She then closed the window in my face while I was talking. I waited for her return and she then hands me 2 receipts. I wasn't sure by the receipts if I had been double charged nor unsure if she voided the previous ticket to correct it. I simply asked her to explain what she had done. She asked me "Well what do you want?" I said " I would like to make sure that I was not overcharged". She then very rudely explains that she charged me .16 cents for the update. I told her that I just wanted to understand what happened because this is my card and money and needed to be clear on my charges. I then tell her that her attitude was very non chalant as if she doesn't care. She says "I don't care". I told her that she needs to find another role if she doesn't want to work with customers because her attitude was extremely unprofessional. As I drove away, she stuck her head out the window and yelled obscenities at me. Her tone and attitude overall was very offensive.

Such behavior is not only detrimental to the reputation of your establishment but also a violation of basic standards of customer service and decency. No customer should have to endure such treatment during their visit to a restaurant.

I strongly urge you to take immediate and decisive action regarding Theresa H.'s behavior. It is clear that she is not suitable for a customer-facing role, and her actions are tarnishing the image of your restaurant. Reprimanding, retraining, or reassigning her to a non-customer-facing role may be necessary.

Customers should be able to enjoy their meals at Burger Street without fear of mistreatment or offensive language from your staff. I hope you will address this matter promptly to ensure a more welcoming and respectful atmosphere for all patrons.

I trust that you will take the necessary steps to rectify...

Honestly, I am disappointed in this restaurant, but more specifically this location and will not patronize it moving forward. On the rare occasion that they got my order wrong, I expected a hassle free replacement when I did return. I seen this as no issue as I was introduced to this restaurant on a whim, but enjoyed it so much that I spent over $300+ at this location despite living in a completely different city. Imagine my surprise when I make it home and the order is not only incorrect, but full of allergens. I called the establishment and was told to just have it remade when I visit and to give the managers or whatever her title is name and that was all. Fast forward to today, i was in the area and was purchasing yet again, more food. I mentioned the SANDWICH that was supposed to be replaced and after a few moments was told to pull up to the window, I however had additional items to order and pay for so I placed that order; however, when I pulled up to the window the hassle I received with the same generic explanation of why they wouldn’t comp the SANDWICH was baffling. Because they incorrectly made my sandwich previously, they expected me to have this receipt from several weeks back or drive to get it despite living in a separate city. Mind boggling considering how much I spend here in addition to placing and paying for another order. I would have wasted more money driving to retrieve an old receipt than they would’ve replacing what I already paid for and could not eat. Poor customer service and entirely negligent handling of a situation they created. Never again. I enjoy spending money, but I like...

Poor customer service and has/had the audacity to expect you to be okay with it. I try to support restaurants, but I see why many have opted for dining at home. For the amount of money I spend at this establishment regularly and the amount of people I have suggested trying this restaurant, I surely regret it. The least they could do is return respect and ensure my orders are correct despite me still respectfully addressing the error. I often say please, thank you, and address everyone as sir or ma’am, but maybe they would appreciate it more if you talk to them disrespectfully as they tend to slam windows and doors in your face after their mistake. If you’re overwhelmed, simply repeat the order back for accuracy, but don’t expect me to keep track of a receipt especially when I often decline them or never receive them anyway. I live at least an hour away from this establishment and after making it all the way home I notice everything I said not to have on there, was right there on the sandwich. Allergens I cannot even come in contact with. I contacted the manager CECE and she said to come back and simply mention her name I shouldn’t have a problem. I did that after driving back and was asked for the receipt. These people would not replace the single double cheeseburger they messed up despite being able to look up the receipt or the secondary order book when a customer provides their name for a future visit they should have that most restaurant with sense would. Why on earth would a customer retain a receipt when they don’t expect to have an issue to begin with. I have decided to never patronize their...