BurgerFi — Restaurant in Cary

Mannnnn I tell you I don’t know where to start. My family and I went for the 1st time and were blown away by the customer service. We were greeted by Gabe who did a phenomenal job going through the items on the menu with us and was very patient with us. That alone made us feel comfortable dining in instead of taking the food to go. We made our order and sat down at a table which were unbelievably clean. When our food came out the young lady had the biggest smile on her face and asked us did we need anything else. You can tell she really enjoyed working there. Listen when I tell you when I took a bite into that burger it was unbelievable how awesome it taste. Cooked perfectly. I got my burger with a lettuce bun. The way they layered the lettuce and made it seem like it was a bun just made me fall in love. As we were eating Gabe came over and ask is everything alright with the meal and is there anything we need. I told Gabe that aioli and burgerfi sauce were incredible. My family and I definitely enjoyed the whole experience from the onion rings to the fries to the drink selection. Now here’s where the story gets better for me. We leave burgerfi after we finished our food and talked about how good it was all afternoon. We loved it so much we returned back the following day for lunch and it was a few people in front of us and when we got to the counter the first face we see is Gabe with a smile an instead of saying something like, “back so soon” or “you were just here yesterday” or any kind of weird comment that would of probably been a unintentionally embarrassing he just said welcome to burgerfi and proceeded to talk to us like we were family. I have probably been there at least 5 times by now and I totally enjoy my experience going to burgerfi every time. Thank you Gabe and to the Staff there you all have made my families experience at burgerfi...

Family arrives and the restaurant is slow. Place order for $50: two burgers, kids meal, and order of fries + onion rings. Reasonable wait time for a QSR, but fries arrive cold. My son eats two of the three onion rings so when I ask for a replacement, I say only the fries are needed instead of a full order remake. 5min... 10min. Wife asks up front, with no other customers in line, about the remake order status. "Coming right up" is the response.

We can see the staff in the back dancing and having fun. No problems there. But then the associate working the fryer walks around to the front with gloves still on, chewing on a fry in hand, refills his drink, and dances back to his station. I approach the front and ask for the order, same individual we just saw up front, reaches into the warmer and grabs the fry order and hands the bag up front to the individual working the register. Sit back down, fries are as expected from sitting under a warmer, luke warm at best. Ask for the manager. Explain the situation and employee behavior. No apology and shrugs his shoulders after feeling the fries for temperature. Manager says "he'll address" the behavior concern and offers to remake the order again. Not needed after the family had been waiting and had been finished the rest of their food for some time.

Now for why it's a 1 star review. Working in the food industry I understand the difficulty in training staff. But after the Manager's response, and then a formal concern filed on their website, I have not received a response since 4/8 (2.5 weeks). This store has a leadership concern and it may stem from a higher up issue than just...

My boyfriend and I were very excited to try BurgerFi last night until our experience was nothing but a headache.

We ordered our food at 7:45 was told it would be done by 8:02. We get there at 8:00 so my boyfriend lets the workers know and waits until about 8:04. He asks if the food is ready and one of the workers says “yeah they are finishing it up. Just waiting on the cheese sauce.” So naturally, my boyfriend waits patiently.

8:10 rolls around and he asks again, politely. Still the same answer.

Again at 8:15. Now they are saying they are out of cheese sauce. That’s fine. All we ordered was 1 burger, 1 hot dog, 1 onion rings with fries, and 2 ice creams. Simple.

My poor boyfriend waited there until 8:25 when we finally got our food. Can you guess what happened next? It was cold!! Of course!

We were absolutely disappointed with BurgerFi that we asked them to remake the food because it was so cold. Guess what? Only took that around 5 minutes to make. What was the problem?? Why did it take so long over cheese sauce that you are literally going to say you don’t have?

My food was cold. Bfs was hot. Onion rings were greasy. Never going there again! $32 was not worth it for this place!

Too bad Shake Shack wasn’t open. That’s where I’m staying from now on. Anyone that’s reading this really should try Shake Shack. They put more love and care into their food and customers!

Update: The “owner” below told me to contact them on their website. I did and haven’t heard anything. This is how they treat their customers. Can’t imagine how they treat their employees. Just a heads up before eating...