Next Level Burger Concord — Restaurant in Concord

Update on 10/11/21- 13 days ago the owner, John responded to my review on Yelp with a request that I email him and left the email so I emailed him that same day, however I have not received any kind of response or follow up. I had also gone on the company website and used their messaging system on the date this originally took place and no follow up from them in response to that either. This tells me one thing, they simply do NOT care. They received my complaint via message on their site, on Yelp which they clearly read as well as email per their request. I feel John wrote a generic response to my review which her clearly writes to everyone else to make it seem as if it is being handled when it in fact is NOT. Just more confirmation that this place has terrible customer service.

Original review: The WORST customer service. We paid $40+ for our meals at 7:26 pm and were told that our meal would be brought out to us outside. It's now 8:00 pm and the food still hasn't come out. Several people came in and out with food so I finally go inside and Riley asks my name and then grabs a bag that's just been sitting there getting cold. She seemed annoyed like I was bothering her. As soon as I walk out she locks the door and turns the light off. We open the bag and my order was missing the cheese and all the food was COLD and soggy and the shake was melted. I knock on the now locked door and Riley comes over with attitude and I tell her that my burger was missing the cheese and she said "you didn't order it with cheese." Ummm excuse me?!! How would she know what I ordered when she wasn't the one that took our order. I told her I FOR SURE ordered it with cheese and she said "Well where's your receipt?" How dare she treat me like this and then tell me I'm wrong instead of just apologizing for THEIR mistake!! Then Roxanne came over and she actually took responsibility and said that she did in fact tell us that they would bring out our order and she didn't know why it wasn't brought out to us. She also said that she definitely remembers me ordering the cheese and at that point Riley was giving us dirty looks. Roxanne went to get some cheese and Riley literally kept giving us dirty looks multiple times and my family was so uncomfortable because of this! How dare she give us dirty looks after being so rude. I am appalled by her lack of customer service and respect. Food was disgusting and that is not normal for this place. We have come here many times and this time was enough to never go there again! Roxanne refunded our money but that does not make up for the lack of a decent dinner that we will now need to grab from elsewhere and the wasted time we spent waiting while being...

2 ⭐️ Could hardly stretch myself for giving this place 2 stars and only for tasting delicious beyond Stakk’d Steake Burger. Starting from rude service, strapped (closed for customers unless provide proof of vaccination and even then you have to open it yourself) inside seating in the walkway with only three tables available and few bar stools by the window, beat up interior (scratched and dirty walls), filthy and greasy furniture, tasteless Beyond Burger and Chili Cheese Style Fries are calling for 0⭐️ Outside of healthy food attempt this place needs some attention.

4⭐️update 3-21-22

Would gladly upgrade my review to four stars due to well improved customer service, management follow ups and pleasant atmosphere. Although some recipes would need a little tuneup, the others are perfectly matched. The Maverick Burger is a bit dry and has two much of the BBQ sauce that kills the taste of patty and even onion ring. Beyond animal Burger on the other hand is nicely combined to please your burger needs and more. Top it off with a special style fries and coconut peanut shake aaaaand you got yourself enough calories to last through the week. Improved service pleasantly surprised and made us (my wife and myself) feel welcomed. Thank you, Roxae. And thank you Sasha Younger for not letting disappointed customers live with the burden of dissatisfaction.

Way to go, Next Level...

I’ve been here twice. The first time was a couple of years ago and I bought a hot dog. The flavor was on point but the texture was off putting. There were large chunks in the sausage and I don’t remember any hot dog with chunks, ever. Most recently was on the 21st. I bought an Octoberfest “burger”. It was a messy delight. The beer cheese and grilled veggies made for a slippery, messy burger. But the meat, flavors and overall texture was wonderful. The “meat” was not strange, but resembled ground beef perfectly. The cheese is dairy free as are the shakes they offer. I bought a seasonal pumpkin small shake and was impressed with the real pumpkin flavor that came through along with the coconut milk ice cream, which was very creamy. While there I asked about the hot dog and was told they have changed who they outsource with. The texture is smooth, not chunky. I’ll be back to give that a try. Folks serving and cooking were super nice and willing to take the time to educate. I recommend if you’re looking for a special treat and have a hankering for a bit of those yesterday’s when you could have animal products or didn’t know that was what was causing that digestive upset, to give Next Level a try. This is very much an indulgence restaurant. Enjoy...