Habit Burger & Grill — Restaurant in Burbank

I've been to a couple of "The Habit Grill" in Glendale for many years and i've skipped for awhile but recently was craving for The Habit. I can't see far and have a problem seeing. At this place was quite an anxiety to order because there was this feeling from the cashier to hurry and expects you to know what you want, with the overwhelming feeling and locating what I wanted to order felt like the order experience was a question of possible regret. I had to also remind them to put in the condiments and asking it again felt like talking to a High School teacher that hates you. There was also no social distancing inside the restaurant to when your order is called out, it was confusing, the woman that called out my number mumbled and only yelled it out once where her back was against the people that needs to hear it. So at the counter where the orders are collected a couple of people are around it which breaks social distancing and people were touching the to-go food checking if it was theirs, I did not want to touch it because I don't want to handle it because that could spread Covid-19 if someone already have it. The employees completely ignored me when I was asking for confirmation if the order or where my order was, the lady that called out the number glanced on the side but didn't say anything. So you have a couple people handling everything and I was finally helped by one of the customer who was standing by the counter and heard the last two numbers that was called out, I grabbed the to-go bag but of course I wasn't completely sure if it was mine but since the employees wasn't paying attention and ignored my questions the only way I could get their attention was to ask for the condiments which was...

After driving in insane traffic, I gave up. I wanted a break. I wanted something I was craving and just some relaxation and respect. I was out with my son, and we were just over rude drivers and all the chaos. I reflected on an easier time and how he, his sister and I would go to Fuddruckers on San Fernando in Burbank and I'd get them their plates and by special request for myself, an all veg sandwich on a good brioche bun. How hard is that? Nothing fancy. I approached the counter, greeted by Deanna. I noticed her manager, I assumed by the difference in his attire, was working close by. I was honest. I told her, this is what I want, I just want a big, fat veggie sandwich on a good bun w thousand Island and my son a double charburger. She was so patient with me- even though I was a bit frazzled. I thought, if this works out, I better get the app- We'll come back!!! She was so kind and Sergio took over on the other register, as to not keep others waiting. We were desperate for a break and understanding. I got a special intro deal, the food was above expectations, beverages perfect and truly, truly reset us. Thank you so much for amazing service, Deanna and Sergio. As a longtime restaurant manager and consultant, I was giving up hope. 😄 Thank you for restoring my faith in restaurants in our area, to show consideration and hospitable service. Props to kitchen staff for doing it right! We have our new go-to...

I called in my order one day and specified for it to be ready at 1:15pm. Somehow a mistake was made and when I walked in @1:20, my food wasn't ready. I was given a bogus story about how my food was prepared but thrown away since I didn't show up. Well after a couple of times of me mentioning how I didn't understand why the food was thrown, the lady finally apologized for the mistake they made. and after waiting for a good 10 min, they prepared my food and it was great.

Here is the BEST part of the whole thing. The next night I went to get burgers again and WOW a team member by the name of ROSIE approached me and sure enough she remembered me from the day before and with out hesitation she apologized for their mistake. A few days later I was also given a very warm hello by another team member as if she remembered me from that day too but unfortunately I don't remember her name. Anyhow, I was absolutely amazed at the level of customer service that ROSIE provided.

At the end of the day, its not just the Habit's awesome burgers that would be remembered, its also the team members and how customers are approached and treated. You can't just say Hello, welcome to Habit or where ever else with a smile, but you have to be able to back that up by providing the best service as possible.

THANK YOU ROSIE FOR...