Burger King — Restaurant in Cleveland Heights

I placed an online order through the app for my husband to pick up via the drive-thru on his way home from work. The app does'nt allow you to choose no ice when ordering drinks. My husband picked up the order and forgot that he needed to request no ice when going through the drive-thru so that when the drinks were made, they'd be made without ice. He went inside and asked the cashier if he could get the 2 drinks remade without ice. She went and asked the manager. The manager said that since it was not specified on the receipt that there was to be no ice, it could not be made without ice. She's the store manager, but she doesn't know that the app doesn't allow you to choose no ice when ordering drinks? Regardless of that, what happened to customer service and making your customers happy? It was 2 drinks, not the whole order, just 2 drinks. Secondly, we ordered 2 of the Viking sundaes. If there are any of the black and green cookie crumbles on the top, you can't see it. I've attached 2 pictures that show what our sundaes came looking like. The cups weren't even full, and they didn't resemble the picture on the app at all. The app also showed that the drinks came in special How To Train Your Dragon cups. We got them in plain cups. Part of the reason we wanted this order was because of the dragon cups. Maybe the app showed promo cups that don't actually exist, but it would have been nice to know that beforehand. No matter how many times we've ordered from this location, something is always wrong with our order. From now on, we will go to a different location and not this one. We've had enough of dealing with our order being messed up or being treated rudely, which, in my opinion, the way my husband was treated...

They are never open on time. My husband and I went through the drive thru an hour after it was supposed to open and we got turned away. This happened last week. Today we go through the drivr thru this morning and it was closed for some reason and we had to go inside. When we go inside to place our to go order they only have a few select breakfast items like hash browns, French toast sticks, and bacon egg and cheese croissanwich... I don't know if they ran out or if they just didn't want to make any more breakfast items even though there was literally over an hour left for them to serve breakfast. But going by their attitudes there it would not surprise me if they just didn't want to make anymore breakfast because they're attitude was yucky just like the manager outside on hiwos phone smoking while taking orders with the headset on SMH... I wouldn't put it passed him if he didn't wash his hands, no one there had any gloves on so needless to say we left and gratefully so. We literally left and went to the Burger King in South Euclid on Cedar which this Burger King could take classes and notes from because the 2 young girls in drive thru had great attitudes and wonderful customer service skills. The food was good and they didn't mind making your breakfast with just less than 30 minutes before lunch time. We will definitely go passed this Burger King from now on which is closer to my house and go to the one in South Euclid because we have given to many chances to this Burger King in Severance and they can't or don't seem to care to get it together here. They must not want to stay open there much longer and I say that because you can't make money on bad customer service and food you can't...

This is almost 2 Burger Kings, because that's how crazy the difference between shifts is. Weekday mornings/midday the staff is fantastic and helpful, and goes out of their way to try to make sure customers are happy (though to be fair this is usually to fix/make up for order mistakes). The weekend staff however is almost alwayi young teens who have zero customer service ability, dont particularly care, and will tell you to hold on over and over in the drive thru as its "just gonna be a second" for whatever reason, which is invariably always like 10+ minutes before they will even attempt to take your order. Usually I would just drive off, but today I was legitimately curious how long it would take, and why this is always/only an issue with the weekend crew. So I waited. It basically took 30 minutes for her to finally actually address me and take my order. I then saw people leaving the restaurant because the front doors were locked. Apparently they kicked everyone o uh t and stopped serving them. They might have had a good reason for this, but they didnt tell any of us what it was. Also didnt even say "sorry for the wait" after taking literally 30+ minutes to get an egg sandwich. If they have to close for some reason or another, tell the people in the drive thru and actually close it, rather than telling them, "just a second I swear. Just hold on and I'll be with you." Angrily for 15 minutes. Seriously, this could be a 4 or 5 star spot, but the weekend crew seems hella immature and like there are no adults piloting the plane and just totally ruins what should be a pretty centrally located and...