P. Terry's Burger Stand — Restaurant in Austin

Stopped on a whim as we haven’t visited in awhile and it sounded good to us.

Absolutely HORRIBLE customer experience as a customer who went through the drive through line.

Yasmin took our order and fumbled SEVERAL times attempting to repeat back what we had ordered. It literally took ten minutes to order “two number two combos, add bacon, no lettuce on one of the sandwiches, fries, 8 piece chicken bites, a large Dr Pepper and an unsweet tea - no ice.”

We had very little confidence that our order would be correct when we received it, but we stayed hopeful with fingers tightly crossed as we pulled forward.

Here comes Yasmin with our drinks…large Dr Pepper, unsweet tea with ice. My boyfriend said politely “we ordered this the no ice. Can you please make a new one?”

From this point forward, all hell broke loose.

Non-English speaking, customer-facing employees are not helping your business.

The manager finally came out of the store. She was also very confused. The “no ice” in the tea request blew up P Terry’s this evening.

After mayhem and several crew members going round and round in Spanish, we were told:

Manager: “You paid. I gave you money back. That was a mistake.”

Me: “No ma’am. We paid with a credit card. You didn’t give us cash.”

Manager: “You paid for the wrong order.”

Me: “No. here is our receipt with our order and what we paid for with a credit card.”

Manager: “can I see your receipt?”

Me: “Of course”

Manager: …reads aloud each item on the receipt..”is this your order?”

Me: “YES!” (Inner voice: Please, for the love of God get me out of this drive thru line)

At this point…another 10-15 minutes have passed and we’ve watched Yasmin relocate the same bag on the counter surfaces outside.

I tell the manager, “if that is our order, please start over. We do not want to receive cold food.”

Yasmine proceeds to pull two orders of fries from the bag, another crew member passes two orders of fries through the window and Yasmin puts them in the bag.

The manager brings the bag and says “feel the bag. Everything warm.”

The fries were very cold. The burgers are actually not palatable nor will we be eating them. And the damn tea that created “Ice Gate”? IT’s stale and disgusting.

We are so frustrated. Disappointed. And will not return to P Terry’s. What a waste of our time, energy, patience and money.

Quality across the board at this store is a zero. Zero for service. Zero for taste.

Super bummed. I hope y’all make swift adjustments...

Boo boo PTerrys. Super disappointed @ the Lakecreek location. Visited on a Saturday a total of 4 people in our party at 4:30ish pm.

1. Horrible service, when I asked if they had sweet potato fries the cashier possibly aka manager said "we only keep items that are fresh" seriously? Sounded not only as an uneducated response but also one lacking merit. (Never explained himself at that time) we paid then waited for the order 2) when I got a hockey puck size burger - Yeap hockey puck in size. You gussed it - they got the order wrong. I asked for jalapenos and mustard. I had to go back and ask for the jalapenos. How hard is it to make a burger? 3) about a 1/3 into the burger I kept wondering why it tasted like relish. Went back and expalined it tasted like relish. Again the manager or cashier/manager - stepped in and after I explained the aforementioned he became somewhat argumentative. He did try to apologize in a weird way. Then put it on me saying he didnt know why I was upset. Poor customer service and your attitude buddy. I finally had to tell him his customers were starting to stare and to just stop trying to explain himself as instead it was just more arguing. Then I asked for my money back as the burger just isn't what I thought it would be. He then said "I will only credit the burger nothing else" - really. I never asked for a refund other than the burger. Its sad and bad service when the cashier or manager has an attitude like this and is presumptuous in making assumptions beyond what it is. I think general customer value is of most importance. At least it is in my family business it is. We would never assume of a customer and or not strive to make ot right. He finally followed thru and refunded the hockey puck burger charge. - I went to "Whataburger" afterwards. Guess what?? Order was right and service was as expected when a consumer pays for a service. - so long P T's hockey...

Edit: in response to the owner’s reply, I did email that email address on Friday 10/21/22 and I’ve received no response. In fact, I accidentally emailed from a different account than the one tied to my P. Terry’s account, so I emailed again from my primary email.

I ordered delivery through the P. Terry’s app. My order was dropped off and the driver (Derrick M. according to DoorDash) did not ring the doorbell and was gone by the time I was able to retrieve my food from outside. Once the order is delivered, the driver’s contact information disappears. He did not leave the shake I ordered and I had no way to let him know. According the the receipt from P. Terry’s, customers should call the store for delivery issues. I did just that and the the person who answered the phone said that I needed to contact DoorDash for a refund as the order was completed on P. Terry’s end and all items I ordered left the store. She was very nice but told me she doesn’t know what to do in this situation. I have to stress that I did not order through DoorDash. P. Terry’s chooses to partner with DoorDash for 3rd party delivery services, so it is the responsibility of P. Terry’s to communicate with DoorDash to initiate a refund. I should not have to jump through hoops because DoorDash dropped the ball. DoorDash would not have a record of this order tied to my DoorDash account because I did not order through them. P. Terry’s does not offer any other way to get in touch for this kind of situation. It is not my fault the driver did not deliver my full order and it angers me because DoorDash is incredibly unreliable but incompetent drivers still get the tips. I would like a refund and this seems to be the only way I can get in contact...