Hat Creek Burger Company — Restaurant in Coppell

Am much as I would like to leave a 1-star review to get management attention; I can not. I had a few issues during my visit, but not to the extent of a neutral (3-star) review not being acceptable. I do not expect management to offer anything more than the standard copy and paste reply used on the previous reviews. The issues brought up will not be addressed.

The first issue was I substituted a shake for my drink and was not told of the cost difference. It was not worth the substitution to save 50 cents ($2.50) of the individual item cost ($2.99). In addition I signed up for the membership and didn't receive the 15% off with my first order. That was due to me needing to create the account. I signed up at the register so I would expect it to be added automatically upon phone number insertion. Nope, there is an app for that.

Second was that the shake flavor I substituted my 20oz drink for was birthday cake. However unless sprinkles change the flavor from vanilla; that description would be inaccurate. I received a vanilla shake with sprinkles nothing more. The size of the shake was only 12oz and the cup of water I requested on my receipt shows 20oz. However I was given a small cup I am unsure of the oz however it was no larger than the 12oz shake cup. I would assume the same capacity. It was definitely smaller than the other 20oz drink in my parties order.

The third and final issue was the burger lacked any real flavor. The presentation was exceptional with cheese ozzing over the side. However upon taking a bite all my excitement was gone. The only flavors present were pepper jack cheese and jalapeños. No salt, no pepper, no onion and no Serrano pepper.

The cost of the food compared to other locations is roughly the same. However the hard earned money you will be spending will be better used at a place like twisted root or In-N-Out (even though I...

Ill preface this by saying this place has potential to be great. We’ve traveled by several times and decided to try it out (at the request of the kids to be able to play). The patio/dining area is nice, and the playground for kids is great. Also, the food actually was pretty good considering.

However, the staff is rude and needs additional training. (This is coming from someone that has managed both fast food and sit-down restaurants years ago, so I try to have a certain amount of understanding.). We came in with 2 adults and 3 kids (one toddler asleep in my arms). We ordered a hot dog kids meal to start, and after ordering other meals, mentioned to the cashier that she gave us too many kids cups. Instantly she came back and asked “so you don’t need four hat dog kids meals?” After I said “No, just the one”, that issue could have been resolved. But she decided to follow it with “You said four” and yelled to the kitchen we don’t need four of those.

The other issue, is although I asked for tater tots for that same kids meal 3 different times, we still received fries and never were able to get those corrected. (So I told my kid they were out today, and we moved on. But the menu needs to change if kids can’t change from fries. He’ll eat either, but don’t give an option…)

Lastly, the store was extremely dirty for how busy it was. I can understand the trash in the outside dining since it was busy, but the bathroom was awful.

TL;DR: atmosphere and food is good. Needs to have more attention to cleanliness and staff attitudes. (I’m not the only recent review on this, so I believe the other review.)

Ultimately, the issues we had makes the is a [one and done]...

This was my first time at Hat Creek. We went through the drive thru (my children did not want to get out of the car and we had a long drive, planned to eat in the car). I told the employee that it was our first time there and we took about 2 minutes to make our choices. There was no wait. The employee took our order and you could tell they weren't offering friendly customer service. I requested a Diet Dr. Pepper as my drink, because it was listed on the menu board as an option. She was confused and unfriendly about the fact that it's not actually available. She could have listed what IS available. At the window, I saw that there was Coke Zero and asked for my drink to be changed, because I didn't know that was a choice when giving my order. She obviously was annoyed by my asking for a different drink and I reiterated that the options on the menu board are not correct.

I enjoyed the food. The kids meals were great options. I had asked for applesauce for my son's meal, but we were given fries. I had the Paleo burger bowl with cheese. It was excellent. As a GF diner, I loved this option. Due to the delicious menu options, we might give Hat Creek another chance. However, I've been in customer service my entire adult life and getting service like today really puts a bad taste in my mouth. I am an eager to please, not grumpy kind of customer. I am definitely not going to complain unless I feel I've not been treated with friendly service. I'm happy to go where I've had good customer service, hands down that...