Brooks Burgers — Restaurant in Bonita Springs

The manager was rude & so where the employees. I walked in with my family and it was a full house with no seats anywhere. One sign says sit yourself and when we choose an empty area to sit the waitress tell us the area is closed and go to other side. I asked the waitress what side to go to & I had to ask her 3 times what other side she was talking about before she replied and replied with an attitude. It’s obvious we could not sit on that side because there was no seats. She then realized “the other” side was full had no choice but to sit us in area that we originally went to. ( I’m sure the waitress fealt ridiculous trying to guide us to go to the other side, not realizing the other side was full with no tables) The manager was our server and we did not know that until after I was leaving asking for the manager. When she brings us our food we didn’t recognized the names of some of those burgers and when we didn’t know what food belonged to who because we are not familiar with the names, she looked at me like if I was an idiot, repeating the names over and over standing there like we are idiots since we don’t know who orders what. A waitress should know who ordered what, especially a manager and our food should of came directly to those who ordered what. She had to look at her paper to see who ordered what and finally gave us our food. We ordered a lemonade with ice tea and I didn’t know it had a “ special name” to it, she mentioned the name and I told her I did not know what that was and she was rude about that telling me name over and over and not explaining from the start it was ice tea and lemonade. I did not know lemonade and ice tea had a special name to it. I explained to her I ordered a lemonade & Ice tea and I was not sure what that was & finally she explains to me that it was a lemonade & ice tea. She could of been said that, instead of judging me over and over because I did not know it had a special name. Your business really needs to teach your staff how to be more professional. No one even greeted us when we walked in. This was the worst service & experience ever, to bad because the food was delicious. I guess since it’s an automatic 20% tip, it’s okay for them to be rude to their customers. I paid with a disgusting feeling. No wonder they are rude, they get the tip regardless. Never again and it’s to bad because the food was really good, next time we go to the movies we will eat at the Pizza spot next door. When I go out, I usually tip more than 20% I would of not given her a 20% tip. I paid with my AMERICAN EXPRESS platinum card & left. Hope you teach your staff how to be more welcoming. Reading others review about how great you guys are makes me question if this was a racial issue because I am Hispanic & my wife is light skin...

I can't believe this place uses the Brook's name! I've been to the Brook's Burgers in downtown Naples, FL, many times and was always pleased. My experience at this restaurant was entirely different. I had to skip breakfast to be at the hospital early today, so by noon I was famished. I had read the day before that July 18 was National Hot Dog Day and I had about 2 hours before my next appointment, so I decided to try out this location that wasn't too far away. On arrival, I saw a couple of people standing inside the front door perusing menus, but there was a sign saying "Seat yourself" so I wandered in past the front and saw 5 or 6 empty tables. Several of them were obviously not bussed yet, but a couple of them seemed clean. A waitress stopped me and told me to wait a minute. I told her that maybe she should change the sign, which she did as we retreated back to the front. A line formed out the door, and I struck up a conversation with our neighbors about how busy it was despite being off-season as we amusedly watched her running around trying to clean 6 tables at once. After cleaning them, she plopped menus on all the tables and went to fetch more orders, so we guessed that was our signal to seat ourselves (a word, smile, wave, or some sign would have been appreciated).

My companion ordered a bison burger, and when I asked if there was a special for National Hot Dog Day I was told, "Half price." While waiting for our order, I really couldn't believe what I was seeing when a different waitress came down the aisle carrying a plate with a long string of melted cheese hanging off the bottom and proceeded to drag it across the top of the other doctor's head!

Our meals were soon served and I was left to wonder how I was supposed to eat the macaroni and cheese side dish when we had been given no utensils (see attached photo). I started to eat the foot long chili dog, but quickly realized that it would be way easier if it was cut in half, so I waved over our waitress and asked if we could have some cutlery. Maybe my growing irritation was showing, because she just walked by and slammed them down on the table without a word.

To be fair, the food was just okay. I tried a bite of the bison burger. It was dry, but I guess that's just the low fat nature of bison. The dog was good. It was huge but a little light on the trappings. The mac and cheese was probably the worst I've ever had, and it was a "premium" side at $3 extra!

I would recommend the original Brook's on 9th Street, or Five Guys, or even Burger King. Any...

When I was in high school this was my favorite spot. My family would come here all the time and it was a joy. Now between all the locations everything has significantly gone downhill. From poor service to below average food, Brooks always leaves us feeling disappointed and cheated.

Yesterday I took my grandparents to this location and instantly we wanted to leave. We weren’t greeted with a warm welcome but instead barked at to sit wherever we wanted. When the hostess and server makes you feel like you’re an annoyance from the start, you know you aren’t going to get that comfort you desire from eating out. My grandpa ordered the chicken tender basket and his three small tenders were over cooked, dry, and the breading was burnt. He upgraded to waffle fries which costs $4 more. With a drink that makes his 3 chicken finger basket well over $20…which is not worth it especially when it’s poorly cooked. The oil they used to fry things also tasted very old and we could smell the oil in the kitchen from our table. My grandmother’s $4 Arnold Palmer was missing the Arnold and the Palmer as it tasted of nothing more than old water. My burger which should be the star of the show was ice cold and unseasoned; just tasteless. $75 for 3 people to eat out (burgers and nuggets)and the entire time my grandparents are sad. Completely not worth it. We couldn’t even get any help because everyone working there didn’t seem accommodating or welcoming. We ate quickly and left. I miss the days when Brooks was great and they didn’t skimp on their food and service. It’s over priced and not worth it anymore. When you have a better experience with your family at McDonald’s you know it’s time to move on. Overall, just a poor experience and unfortunately we will not be back as this has happened...