Grassburger (DGO South) — Restaurant in Durango

Edited by me: The owner went above and beyond to fix the situation. I really appreciate it because I absolutely love Grassburger. The mixed fries and Vegan patty are the best! -I have always loved Grassburger. It is an absolute go-to. Well, it was. I ordered online and was super excited to try the new location. I have never had bad service and food until yesterday. I checked in to have the order brought out. It did not come. I went in and asked about the order, she pointed at the bag under the heat lamp. I reached to throw ketchup in the bag from the metal container, there was none, I looked up and she shrugged and just stood there looking at me. I ran it outside and realized I was missing the vanilla shake and cream soda. I stood at the counter for 5 min before a line cook to see what I needed. I told him about the drink and shake. He grabbed a soda out of the fridge and the girl walked out of the back, I told her about the shake and she shrugged and pointed to the downed machine. I said, well, I paid for it, you can refund the cost if I’m not getting it. She got an attitude and stuck her chin out and voided it. No receipt or email given. I got all the way back to bayfield and we were missing every sauce I ordered, the egg was rubber and the food was the worst I’ve ever had from Grassburger ever. I was super sad. I had family visiting and I built it up only to be the worst experience. It’s really hard to say whether I should go back. The shrugging and rudeness of the girl is...

This is my first time at Grass Burger and I was really excited. I got a gift card at Christmas and have been saving it to use. When I went to pay for my meal, the lady at the register swiped it several times and said it only covered my cream soda. I thought that was really odd. She handed it back to me and told me my remaining balance owed. I paid with my debit card. I went to sit down and scanned the QR code on the back of my gift card which said the balance was $25. I was pretty upset because the whole point was to enjoy a lunch paid for by the gift card. Really unfortunate and I have no idea if she gave me the soda for free or what happened. Also, the kitchen staff used some pretty explicit language back there while cooking. Several times I heard the f word. It was kind of a turn off if I’m being honest.

The cheddar burger and fries were really good! I loved the flavor and the portion was good! Just wish they would have taken the extra second to like, check the gift card to figure it out. It’s like she couldn’t be bothered.

UPDATE: I did email the manager at this location and they compensated me as well as apologized! They added to my gift card balance to compensate for the mistakes which was lovely! Since then, I’ve returned several times and never had another issue! Thank you for correcting the mistake and applying what you say you will do to...

Edit This review exists because service has been GARBAGE.

The response from the owner is misleading. While they did provide the missing items after being confronted, there was no refund.

Saying you "discussed the situation with the team" does absolutely nothing to rectify the situation. This is not the first, second, or even THIRD time this has happened.

Potentially killing someone out of negligence and following up with a gift card offer and empty platitudes is sick.

Do better.

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Grassburger USED to have good food and reasonable service. They goofed four orders in a row. On the last order not only were items missing, what they produced was wrong enough that we questioned if it was the correct order. Topping that off, they don't bother to label anything. One item had an ingredient which is as good as poison to the person who requested it be omitted. When called about it, they said "It's an easy fix, so we won't remake it". Toxic residue doesn't go away when things are removed. The unprofessionalism and complete disregard for the well being of patrons is...