Burger King — Restaurant in Cromwell

I am never one to complain unless it is truly justified. On a Sunday afternoon 5/8, I ordered through the BK app two fish sandwiches and a frozen coke. Three minutes later I arrived and pulled up at the drive-thru and gave them my order number 41. I was told "sorry hunny, not here". I was confused. I then said again, my order number 41. Was told again, "sorry hunny, not here." I confirmed the address thinking maybe I went to the wrong BK. The address was correct. I once again said my order number 41. Was told "sorry hunny, not here." I pulled around in confusion to the window to clear this matter. I was told that my order was cancelled. I asked why? I was told again, "sorry hunny, not here". I confirmed the address and showed the girl at the window my order #41 confirmation. She told me it was cancelled. I asked why to be told, it was cancelled and not here. I was getting very upset and very confused. I asked to speak with the manager and was told that I was speaking with the manager. I asked if I could get my food and was told no. I asked why? Was told again, the order was cancelled. I asked why and was told "sorry hunny, not here. So you can totally see this is just going around in circles. I asked if I could just order my food directly at the pickup window and was told yes. I started telling the girl my order, which was 2 fish sandwiches and a frozen coke. To then be told that the frozen coke machine was broken and that is why the order was cancelled. I said, just forget it and I will address this with either the General Manager (the real manager or Corporate). Upon saying that the girl didn't give me an obscene gesture, but gestured with her hand the attitude of "whatever" as I drove away in anger, confusion and disappointment. I am not knocking anyone who's first language is not english, but the stupidity of me not being told why other than repeating the same few words over and over and then be told she was the manager just made me feel like I need to delete my BK app and never go to BK again. By the time I got home, I was boiling mad and only if she would've told me the reason right at first, I would've asked for an alternative drink or something and would've been fine with it. The manager training at this location is totally subpar and possibly non-existent. So I will NEVER return to this location again. There are plenty of McDonald's and Taco Bells I would rather go to. I did file a complain online with Burger King and got my full refund. However, I tried calling the Cromwell store on Monday 5/9 in the morning at 11:30am and the phone rang at least (no exageration) 20 times and no one picked up. I wanted to speak with the GM about my poor experience. I then looked up and called BK corporate and the phone rang at least 20 times and no answer either. So this goes to show that BK is not concerned with quality experencess by their customers. Not even to answer the phone during normal business hours at the store location or corporate. I had an issue once at McDonalds where their ice cream machine was broke and they immediately offered to provide me something else on the menu of equal value. So BK totally is...

This store was a 1/5 for years amongst anyone I knew. I manage restaurants and it was always very easy to tell the same-store employees and managers were not being given the resources to succeed by upper management.

Employees are always kind, but clearly frustrated towards the evening. On a holiday during the pandemic- I placed an order through the app. I paid through the app, it all went through. I arrived to the store to find a long line of cars waiting for the drive thru. I was probably 10th in line. The line was moving, but as they I did, I realized they weren't open. How could that be? I paid. Came to the store next day to see what happened. The manager was apologetic and explained upper management told them to close early the night before. She also offered to comp me a meal for my trouble, but that the online money goes to corporate, not them. I'd have to call them. They still haven't refunded me almost 19 months later lol.

On a separate more recent trip I tried the drive thru. They opened by apologizing but that they had no more burgers that night. The way the young lady was a bit off so I further inquired. Eventually she explained to me they have a daily/nightly limit for how much of particular products they could sell. I actually felt bad for how defeated she sounded telling me this. Upper management NEEDS TO GET IT TOGETHER OR BE REPLACED. It's not about my experience. These poor hard working employees are the ones holding the bag when customers don't understand how a place called Burger King isn't allowed to "make more burgers tonight."

That said, service is kinder and the food (when available) generally seems to be made with more care-...

This fast food place gets 1star because I had no choice in order to write this review. I seem a lot of people state that this is what you expect from a fast food place. However that is untrue. I feel if we spend our money we expect some sort of professionalism and food quality. Neither is up to standard even for the lowest food places. Now I have worked fast food during high school and I have a pretty good working knowledge of what it takes to make food to order at the standards of the company you represent. However this is horrible. I have been to this establishment twice in 4 weeks and ordered the same thing. The 2 for 6. However when does it take 7 minutes to make two chicken sandwiches? Instead at the window I have to change my order. And then get cold whoppers that seem to have sat for some time. These things are meant to be cooked to order. Place wasn’t busy at all no one inside the establishment nor anyone in the drive thru when I pulled up. Let’s take a brief look inside fast food service. With these products there should be a cooler to take our frozen food and place it until ordered to be cooked. Should be time stamped in case time is over and should be discarded. Others wise when ordered it is cooked. The friers and or tops have a timer on them in order to not be over cooked. Yet and still this seems to not be the case with this Burger King. In all actuality I don’t think I have ever been to a Burger King that has been in top shape. I will no longer order from Burger King but just and FYI if you live in this area do not waste your money. It is better...