Burger King — Restaurant in Carlisle

Had placed an order via the movile app around 8:15 pm and arrived at the location shortly thereafter. Pulled up to the drive thru speaker and gave them my name for my mobile order. At first I was told they could not find my name, so I gave them my last name thinking maybe it was under that. I was told "Yeahhhhh it's gonna be a while. If you pull around and park someone will bring it out to you." Alright, okay with me, no problem, these things happen. I am the last person to not be understanding. I go to park and sit. 10 minutes pass.. 15... 30... 40 minutes. Nothing. I was trying to be understanding thinking maybe since it was end of day they were having less staff and maybe having issues with some appliances, so I tried to give them time. At that point it was 9pm, which is when they are set to close according to Google and the mobile app. Saw a few cars pulling up and placing their orders via the drive thru though so I pulled back up as well and asked them about my order status. That is when I was informed that they did not have my order in their system at all. I told them I had previously given them my name and was told I was going to get my order brought to my car. Told them I have a receipt via app, via email, as well as the charge having already come out of my bank account. (Now, this was only 2 whopper meals and 2 small sides, nothing huge or extraordinary). After telling the speaker about my receipts I was met by silence, literally no response, as if he just didn't know what to say or do. I asked if it would be easier if I pulled up to the window to show them my receipt on my phone and was just told "Yeaaaah..." So I did. I showed the teller my screen and was again met by silence and he just walked away without a word to me to get someone else - I am guessing the manager. Explained my problem to the new person again and showed him my receipt, and was then yet again told that they never received my order. Was asked if I ordered at the right Burger King. I showed him that the address was literally on the receipt. Was told "Well, we are not affiliated with the app. There is nothing we can do." And was advised to call customer service to get a refund. No apologies for making me wait, nothing. They said they couldn't get me any food. (Now be aware, it WAS after 9pm but they were still serving orders to other drive thru customers.) They literally seemed like they could not care less. Now, noted, by that point it was so late I was incredibly hungry and all other restaurants were closed already as well. I was not once told sorry for them literally letting me sit in their parking lot for 40 long minutes without ANY sort of communication or update. If they didn't have my order in the first place, why tell me to park? Staff did not seem to care in the slightest and just seemed nonchalant about the whole thing. They made me feel like my problem just downright did not matter and they just wanted to get me to leave. I was incredibly fed up when I left. I am the last person to leave a bad review or get this upset over customer service issues. We are all human and I try to be as understanding and kind as I can. But this was nothing short of rude. Customer service was downright awful and I am sorry but I will not be returning to this location.

PS: I have ordered from other locations where staff was plenty friendly and helpful and willing to solve any issues.

PPS: Online customer service issued me a refund immediately and apologized, so I do not want to make this look bad for Burger King at all. This is merely about this...

I went in this particular location Friday, September 6. I had ordered my food through the app to be picked up at 5:50 p.m. There was a bunch of other cars in the drive-through and people waiting for their food near the counter. I watched as all of these people were getting their food before mine.

I had ordered through the app for a specified pick-up time and then had to wait an additional ten minutes or so based on the screen. What is the purpose of ordering through the app then? The one girl heard my complaint and asked if I wanted a refund. I said that I would wait but was still questioning why I used the app to order to begin with if my food would not be ready close to my desired pick-up time. I was offered NO REASONS why. Instead, that same girl said I was talking 'smack" when I was asking about their processes.

Next, another associate goes to the back to get the working manager, named BYRCE, Without asking me what my complaint was, she asked me if I wanted a refund. I again said no. She treated me like a white piece of trash after that when I asked about their processes and stated that they needed to be fixed. She then blamed it on her crew being new. That is all fine and dandy, but that DID NOT explain my question about why I was put in the queue after I used the app to order my food, selected a pick-up time, and then had to wait for my food. At that point she threatened to kick me out just because I was asking a simple question and made a statement that their processes needed to be corrected. She claimed I was yelling at her. I wasn't yelling at her. I was talking sternly to her because she was trying to demean me. She then huffed and puffed and told the girl to stop making my order and went over to the register to give me a refund.

BRYCE started the argument after she approached me with an attitude because I asked a question and made a comment that they needed process improvements. When giving me my money back, I told her that it is very poorly received when a manager can not take constructive criticism.

I have been going to this restaurant for about forty years. Ever since their remodel, they have hired the most incompetent management. If ANY of my employees had ever made a comment to one of my customers the way that one girl did to me, she would have been reprimanded. Plus, they have a manager who confronts customers with hostility.

I highly recommend steering clear of this...

We are from out of town and I stopped at this restaurant for lunch with my special needs, supported people as one of them wanted to eat there. He and I purchased food; the others with me have special diets so they brought their lunches in with us to eat. The clerk at the counter was not friendly to me or my friend. The clerk also messed up my order and charged me for something that I didn’t order and when I asked him to take it off he told me that since I had already paid there was no way for him to fix it. I took that food without complaint. As we are minding our own business and eating, the manger approached the table with my supported people and told them that they are “not allowed to bring outside food in; she would “let it slide this time but don’t do it again.” I spoke up and said that they were with me. She then stood in front of their table and yelled at me saying, “this is an establishment for purchasing and eating food, they did not purchase anything, they cannot bring outside food in here, that’s what the local parks are for!” So I gave them the food that I did not order so they then also had food that was purchased there to eat. First off, I am their caregiver and they needed to be with me, one person wanted to eat in there so they needed to eat there too; it’s discrimination. Second, she could have calmly talked to me instead of yelling and drawing attention to us with the other patrons in the restaurant. Third she not only ruined our very fun day she also scared them which made for a bad hour ride home. We were in there for a quick 20 minute lunch, we were not hanging out there, and we will never be back there. Maybe try being nice next time. I don’t recommend this particular Burger...