Wayback Burgers — Restaurant in Braselton

After just one order from this location, we’ll never return. The service was absolutely awful. I called in a to-go order for my husband to pick up on his way home from work, which included a cheeseburger box, a chicken tender box, and an extra side of fries. The call itself took much longer than necessary due to a language barrier. The person who took my order struggled with certain English words, which would’ve been fine if the order had been correct. Unfortunately, it wasn’t. Despite spelling my name three times, the order was still placed under the wrong name.

My husband arrived to pick up the order 20 minutes later, only to be told there was no order under the name given. After a bit of back and forth, they confirmed an order existed but, since the name was incorrect, they would have to make the food fresh, which added another 20 minutes to the wait. After another 10 minutes, a different staff member asked if he wanted to place an order and he explained the situation once again. She then handed him the original, already-prepared food, not the fresh batch they had promised.

The worst part was when we were overcharged. My total for three items should have been $28.32, but my husband was charged $40. He asked for the receipt and was told he couldn’t get one. When the food was handed over, one of the staff members snatched the order receipt from the bag. He asked for it back, and upon seeing it, realized they had added an extra order of chicken tenders that I never requested. I also learned they had also tipped themselves $5—something they claimed my husband had done, which was untrue. When I called to dispute the charge, they insisted I was wrong and that I had received exactly what I ordered and was charged accordingly. I pointed out the extra tenders, and their response was that they “had stated the order” to my husband when he picked it up, ignoring the earlier language barrier we faced.

I asked for a copy of the receipt twice, but both times, they claimed it had been texted to me, though I never received it. The next day, I called again, hoping to speak with a manager. I didn’t get their name, but overheard the manager telling the staff member to just translate for him because he didn’t want to talk. That conversation led nowhere, and I was told to come in person to pick up the receipt. So, in order to resolve this issue, I now have to go out of my way to retrieve a receipt showing they added an item I didn’t order and tipped themselves without permission, just to be told there’s nothing they can do because I “received what I ordered.”

At no point did they take responsibility for the numerous misunderstandings caused by the language barrier—from misspelling my name (order under Jeif) to not understanding whether the order was to go or even why my husband was there (resulting in cold food).

As the daughter of two immigrants, I completely understand and appreciate the challenges of speaking a second language. However, when mistakes happen, it's important to take responsibility for them. The language barrier shouldn’t be an excuse to overlook or dismiss errors, especially when they affect the customer experience. It’s all about accountability and improving communication rather than brushing off the issues as something out of...

I visited Wayback Burger Braselton on Sunday November 5th approximately 1:45pm. I ordered a burger and fries and waited over by the side near the drink dispenser area for my food to be ready. While I was waiting for my burger, I had a clear and perfect visual of the grill area where the burgers are made as well as the vegetable area where the buns and cheese are also stored. I was casually watching the cook staff make the burgers and saw one female employee stick her hands into a large pull-out style drawer which contained a bin of raw ground beef, pat out the raw beef into patties and get them started on the grill. She immediately walked away from that station and went over to the adjacent side to make burgers WITH THE SAME GLOVES ON. At first I told myself that’s not what I really saw and perhaps she did change gloves and I just overlooked it. I watched her intently as she walked BACK to the grill to pat out more raw beef patties and AGAIN back to the burger making station. I was angry and disgusted. I calmy approached the cashier and explained to him I would need a refund due to what I had observed. I didn’t feel comfortable eating a burger made in this establishment after what I had just seen. I asked for a manager which the cashier explained to me, there wasn’t one onsite that day. He said he would “be right back” where I watched him walk over to the employee and tell her what I had told him. She immediately changed her gloves but continued working in the kitchen. After patiently waiting 10 minutes and not wanting to make a big deal, I inquired on the status of my refund. The cashier went to get the female employee who made the burgers. She walked over near me and tried to hand me my food. I told her no, I wasn’t eating that. She was insistent that I take the food and denied not changing her gloves. I went on to say… “Shame on you!” You know that’s so wrong. If anyone especially an older person or child ate that food, it could make them extremely sick. It could even kill someone! She proceeded to call me a “crazy b” multiple times to my face and repeatedly insisted I take the food and wasn’t getting a refund. That’s when I lost it. I told her I would stand outside their doors and make sure every person who came inside knew what I had seen and they wouldn’t sell another burger till they closed at 9pm unless they gave me a refund. At this point a small group of people had gathered and were listening, walking out of the restaurant in droves because they didn’t want to eat the food here anymore. I was promptly given a refund and I left. To be honest I was shaken up over the entire ordeal not just because of the way I was treated, but because it really seemed malicious in nature. Not like the employee accidentally forgot to change her gloves but more like she really didn’t care about the customer’s health. I will NEVER EVER be back and I will make sure to share my experience with others so they don’t get sick from eating a burger here. Can you say LIABILITY? Surely the cameras inside captured the entire incident. If I were the owner or manager, I would want to know this happened so I could remove this employee...

Update I have to change my 5 star to a 1 star. We tried this place again (February 14, 2023) and unfortunately it was not like our first visit. In fact it was a train wreck. On top of them messing up my order, handing me the wrong food (that I hadnt even left with) trying to make me pay for the food they handed me as well as my original order, I got tonsillitis a couple hours after eating the edible pieces from (what was supposed to be) a bunless burger! I feel sorry for the owner (who was present during my first visit and seemed to be a very nice guy). With service like this he wont make it long. The chicken tenders were tough and hard and tasted like they’d been cooked in old cooking oil. The fries were limp and soggy like they were cooked in the exact same oil. My children refused to eat it, so after 45 minutes of waiting for the food, my husband and I had to ce home and cook something for them to eat. There was an older lady working who seemed to care and was very kind. The younger girl not so much. All around this was a disaster and we will Never return! Consistency is key and this visit sealed the deal for us.

Initial Review We were hesitant given the previous owner’s lack of sanitation but figured since it was under new management we’d give it a try. It was delicious. The burger patty itself could have used more seasoning but was prettt goid otherwise. From what we could see tge place looked really clean. Willing...