Burger King — Restaurant in Cary

Very bad experience overall with service - both in drive-thru and inside, at the counter.

I went with my daughter a couple days ago to try out the new "How to train your dragon" meal. Ordered three meals, asking to swap beef with Veggie or Impossibe burger. Then proceeded to the first window for payment. The lady there asked me to "hold on a sec", but then instead of taking the payment, closed the window, and sat there for around three-four minutes looking at the monitor/screen. Then, she stood up and just walked away .. without saying anything. I sat there for ~5 more minutes, staring at the cashier's window .. with at least four cars behind mine (and people staring at me 😅 as if I was causing the delay)

I then drove forward to the second window - the pickup window - to see if someone is there to help with the payment (and the order). I could see one worker at a distance, but she seemed busy in conversation with her colleagues. She didn't care to acknowledge that a customer is seeking assistance at the drive-thru window.

My daughter really wanted this new meal, so I finally decided to go inside the restaurant. Unfortunately, the same lady (who was ignoring the drive-thru scene) met us at the counter. Instead of helping me with taking payment for the order, she expressed her disappointment on why I came inside instead of waiting a few extra minutes in the drive-thru. I was surprised on this “customer-service rep scolding the customer in-person”, but tried to stay calm (had my daughter with me :) ) I explained to her that the way the cashier stepped away without saying anything. and then when no one showed up for several minutes, I genuinely thought that she had quit her job. She said , pretty rudely, that the cashier was helping ‘us’ with something, and "was gonna get back to the window soon".

Long story short, what happened after was a series of passive-aggressive remarks by the BK employee, followed by repeated expressions of her frustration due to me leaving the drive-thru and "causing a mess on her end." She told me, "now you'll have to wait!”, and then went ahead to serve the next customer in drive-thru, the person after me in the line. I could see my order ready, right there on the cart behind the counter, but, had no choice except to wait for her.

After handing one customer his order, she stormed back to the kitchen, exclaiming (loudly): “people are just so stupid!”

There were two other employees in the kitchen, one of whom seemed to be the manager. For some reason, they decided not to intervene until the angry girl went to the back of store.

After a couple minutes, one of the guys from the kitchen (probably the manager) finally came to the counter. We had a brief (relatively professional) interaction, and things seemed to be getting back on track; BUT THEN, the lady emerged again from the back of the kitchen and started complaining about something else (not sure about what, this time).

The guy (manager) seemed to get overwhelmed by the situation; however, what he did next was totally unexpected. He told me, “I am sorry, but we’ll not serve you”, and then walked away. There were customers behind me as well .. I’m not sure if they got a different treatment. Anywayz, me and my daughter quietly left the place. She kept weeping all they way back to our home :(

I complained to BK Corporate and requested thay they investigate, especially check the store's video-recordings (from that time). They replied the next day with a standard script: ".. we apologize, will ensure further training for the employees .. ". They did say though that they’ve relayed my complaint to the Franchise’s owner. After a few days, I found a voicemail from the store manager asking for a callback. I have called multiple times since then, but no one picks up the phone (keeps ringing, no voicemail option).

Needless to say, after going through such a public embarrassment (especially with my daughter, and in front of other folks as well), I don't think I'll be going to this particular branch...

Awful today! Asked for an egg and cheese biscuit and was told they were out of biscuits; No big deal because I like the croissants. The problem was that I ordered cini-minis, got home and they left out the icing AGAIN. Drive back and told the girl at the Drive thru I needed the icing they left out of my order. Silence....I drove around and showed the brain dead girl the box of cini-minis and once again said I needed the icing. After thinking for a moment, she blankly handed it to me. No facial expression, no apology, nothing. I would have held a mirror under her nose to see if she was alive had I had one. Once back home, I went to eat them and the dough was so old and dried out that it was hard as a rock. When I forced it apart it crumbled it was so dry. I can only guess it had been sitting in the food bin since opening 4hrs earlier; how else is that possible? Just gave up and threw it in the trash. Already wasted 20 minutes driving back and forth. I can't devote the whole day to trying to get Burger King to give me an order of edible cini-minis with icing. I can understand someone occasionally forgetting an item, but not as often as they do and without the responsible cashiers seeming to care. HOWEVER, there is NO excuse for selling food that has been sitting there for so long that it has petrified.

UPDATE: I've been meaning to update this review and just got around to it. I'm changing my one star review to four stars. I ate breakfast here with someone else about six months ago and it was really good. Nothing like my past experiences. I have come back many times since and always had good experiences, especially at breakfast. The manager and cashier that often work the drive thru are throwbacks to what customer service used to be. They're actually friendly and act like they care. Night and day. I look forward to...

I don't know what's going on with management at BK but they're hiring aggressive order takers willing to argue with customers over anything. I recently had an argument with an older female order taker while placing my order at the drive through. I ordered a # 1 Whopper meal small and 8-piece nuggets meal small, as well. The order taker at the speaker was already on a bad mood for she was being short and cutting me off. By the time I drove to the window, she was waiting for me with an aggressive, bipolar face! So, I told her she needed to change her attitude. But she slammed the window, while running her mouth. She intentionally made me wait for a few minutes and when she open the window back she went off again while pretending to be polite to look like a victim. When I pulled up to the pick up window, the chicken nuggets order was missing the fries and the drink. So I asked to speak with the store manager. When manager came to the window, I explained to her what had happened. She asked me if had ordered two meals and I said yes but that the server was too busy arguing with me rather than paying attention to my order! So, the manager completed my order and totally apologized for the server! Therefore, BK needs to keep giving refreshing courses on customer service to its employees so they would learn to treat customers with courtesy and a pleasent demeanor! It's not the customer fault that they're...