Bubbakoo's Burritos — Restaurant in Berkeley Township

Placed an online order tonight around 6:20pm, and the app said the order will be ready at 6:37pm. Seemed reasonable. The order was for a Chihuahua, a Taco Trio and (thanks to redeeming some reward points) an order of Boardwalk Cookies. I show up at about 6:35pm, but no orders were on the “online order” rack; so I decided to sit down and wait. There were about 5 customers already in line, in varying stages of ordering, paying, etc. Then, 3 more customers walked in after I sat down. The counter staff (of 3 people) begin to take their orders. Now it’s like 6:43pm, so I decided to walk up to the counter and just let them know I’m there. I tell the young lady that I’m there for an online order and she looks down at the order ticket and says, “ooh, it’s gonna be a few minutes”. So now I go and sit back down. Meanwhile, the 3 people that walked in after me are chatting it up with the other 2 staff members talking about all kinds of things, and their orders get completed and they’re heading out the door. Time is now 6:48pm. (Yes, I was checking the clock the entire time).

I can tell the young lady is making the Chiuhaha, then she moves on to the Trio of Tacos; and she puts both of those off to the side (hopefully under a warmer, but I don’t know). THEN she goes into the fridge to get the Boardwalk Cookies and I think to myself, “is she just NOW going to drop those into the fryer?” Yep, sure enough, she did. So that takes time to cook now. Finally they’re all done and my name gets called to pick up my order. Time is now 6:58pm. A solid 20 minutes AFTER it was “supposed to be” ready. Why? I’ll tell you why. Didn’t even think of making my order until apparently all the walk-in customers were done. The order slip was on the prep board waiting when I approached the counter. Didn’t even LOOK at the entire order and figure out that the Boardwalk Cookies take like 3 min to cook (so, maybe would’ve been a good idea to drop those first while making the rest of the order). The other 2 employees working the counter were too busy socializing with the 3 walk-in customers to lend a hand to make any of the pending orders (mine wasn’t the only one, as 2 more people came in after me looking for their online orders too).

When I told the young man working the counter who handed me the bag of food that - 20 min AFTER an order was supposed to be ready was unacceptable, all he said was “I apologize” - but honestly I don’t even think he knows what he’s apologizing for. He offered a refund of some sort but what I want is for them to just do better. I don’t know if he was the manager or not, but if he is, he did a terrible job. (He wasn’t ensuring orders were being made timely, he was too busy socializing with other customers waiting, etc) If he’s not the Manager, then where was the person in charge to make sure orders are being filled timely? Waiting a few minutes is one thing. But to have someone sit and wait for over 20 min for an order that was made on the app (so basically in advance), simply because of things that could’ve been avoided, is completely unacceptable. Again, this wasn’t an issue of me waking in and it took 20 min to make my order. My order was in their hands and they just neglected it and caused an unnecessary delay.

For the record, the food tasted as expected and the staff was not rude or anything like that. There just seems to be a breakdown in how things should get done in this store. Not sure who’s running this particular store in Bayville, but you need to know that this is happening here. I am all for giving credit where credit is due, but I’m also going to call those out who are not meeting expectations - and tonight did not even come close to meeting...

My wife and I frequently purchase burrito bowls from the Bubbakoos in Bayville, NJ. But after tonight, we will never go back there again. They kept running out of things that I wanted in my burrito bowl, so it took forever to get the burrito bowl made. On top of that, when they ran out of the chicken that I wanted, they didn't bother to go get more.... And I ended up with barely a tablespoon of chicken in my entire burrito bowl. I couldn't believe that they would rip me off like that. When I got up to the register I mentioned that there was not enough chicken in my burrito bowl, not nearly the usual amount, but the guy just apologized and asked me for the money. No one tried to offer to add more chicken or just give me more on the side. I went home and after my wife examined the burrito bowl and realized that there was barely any chicken in it, and also realized that my side of sour cream wasn't even half full, she called Bubbakoos and asked to speak with the manager. The manager said that he was the kid that took the order and filled it, and that he gave us the right amount of chicken, which of course was not true. Then the manager said that he tried to follow me out of the store to offer me more chicken, totally contradicting what he just said about there being enough chicken. He kept contradicting himself, one minute saying that he tried to run after me which he did not do, but prior to that saying that I had enough chicken. My leg was injured so I was walking very slowly and he had plenty of time to follow me. My wife does not tolerate liars, so she told him we would not go there anymore.... They just lost customers. And she said goodbye and hung up. We feel that the manager did a very poor job of handling a situation that he could have been turned around very easily. His name was Ken. Ken does not belong in restaurant customer service if that's how he handles a small little easily fixable...

I've been eating bubbakoos since 2012 from when I lived here, until now when I only get a burrito when I come to visit my grandmother from out of state. I have always thought very highly of the burritos here, so much as they're a highlight of my trips. However, this time around has not been pleasant. Two nights in a row I've gone to the Bayville location and the same girl was working there. You need to fire this little brat. She makes a terrible burrito with the toppings not spread evenly. She's snoty, has an obvious decor that she finds herself to good for the job, and her interpersonal skills are laughable. While sitting in the drive through we could see her making a joke that she was going to hit another worker with the spatula she was cooking our food with. Not a good image for the company. I will give bubbakoos more chances but if she's there I'm going somewhere else. She was the only female worker at 930 pm on 12/22/17. I'm sorry you...