Burger Express — Restaurant in Federal Way

Jan 16, 2021: We were on our way home Saturday and felt like hitting up Burger Express.  I was excited to show my friends a good independent local burger spot. The car ahead of us took the last spot in the drive thru so I pulled into the parking lot to go inside and place our orders.  (My ticket, if Burger Express is reading this is 1KDPRY84K418M).  My friends ordered right after me.  We proceeded to wait in the dining room in a designated area, for our food.  There were many food delivery orders going out, they were definitely busy. (My issue is not the slower service due to being busy.  I understand, especially having had experience in the food industry and customer service.)

Here’s my issue… Blown away by the whole experience: Another couple ordered food maybe 8-10 mins after us.  2 of the employee’s friends came and placed orders a long time after we placed ours.  Oh and a food delivery guy came in a couple times asking the status of his order.  For some odd reason…we waited 52 minutes for our food to get out.  The other couple that placed their order 8-10 mins AFTER us had come in twice, checking to see the status of their order.  I guess that’s 1 way to get your order pushed ahead of the line.  The employee’s friends who came in WAY LATER (at least 20-30 mins), not only ordered their food a lot later than us, BUT RECEIVED THEIR FOOD within 10 mins and boldly in front of all of us BEFORE WE RECEIVED OUR ORDER.  #2 way to get your order pushed ahead of the line.  The employees did give my friends their milkshakes pretty fast, but the food was given at least 30 mins after receiving the milkshakes. Did I mention the cars in the drive thru DID NOT wait the 52 minutes waited we waited for our order?  Oh and Im going to assume the delivery food guys pick up orders got pushed ahead after he came in looking for a status.  There were at least 8 cars that went by, meaning if I just stayed in the right lane of pac hwy to hold up traffic waiting to get in the drive thru, we would have received our food and gotten home to eat it within our 52 minute wait.  Worst part is when I asked where was my friends order and how did people who ordered AFTER us get their orders BEFORE us, Jasmine the lady who took my order had nothing to say.

All I can say is I am absolutely baffled by the poor customer service the three of us received Saturday.  Burger Express was one of my favs in the Federal Way area.  EXPRESS? Not even close. One of the slowest burgers I’ve ever received in my burger eating life actually.  After Saturdays BS, I think I’ll take a break from going there for awhile.  There are PLENTY (in my opinion too many) of decent/good burger spots in Federal Way.

Dec 2020: Came during covid19 pandemic. Walked in, didnt realize they have a drive thru (super convenient!) Was able to place my order and didnt wait long for my food. Got home to a correct order and food was, as always, tasty for a reasonable price. Quality food at a reasonable price...now I see why this local spot gets voted "best...

We recently realized after a trip through town and a quick stop for our favorite burgers, that I and my family have been coming here with friends and family for over 25 years now. No matter how many owners it's has had (not sure how many) or how many little changes it has made (not sure of any besides a new sign and the jukebox doesn't work anymore I haven't noticed anything) it has remained true to itself and the vision the people who opened it to begin with had.

From coming as a teen with my friends to bringing my own children now, and even driving all the way from Shelton to sometimes grab a few burgers; I have always order the same thing and all these years later I still do along with the rest of the family. We LOVE to share a BOZ burger with each other. When I was a teenager we could finish an entire burger alone, but not anymore. I honestly don't know that anyone should eat an entire BOZ burger by themselves.

However, after all these years we're surprised that the burgers are still available and still just as good as they were all those years ago. If you like a good old fashion burger, but don't mind that it's on steroids then this is the place for you. If I were ever to stray from my burger of choice the only other one I would choose is the California burger. Between those 2 burgers and the shakes, fries, and onion rings this place could stay happily in business on those alone! AMAZING SPOT! I hope they keep going and never sell out. We love this place and now have 3 generations of family who have enjoyed this little burger joint together. We hope to continue to be able to pop on in as we pass through or happen to be in the area running errands for many more years to come. Thank you Burger Express for all the memories over the years. From teenage kids hanging out with friends after school or on the weekends for dinner, to lunch/dinner dates with my future husband and then children. We're grateful for the chance to come to such an awesome place in the community that should be a historic landmark after standing the test of time in the ever growing and changing city around it. Going there is like stepping back in time and you can count on the food being good and the crew being nice every time...

I've been eating here for years & the quality is taking a nose-dive. I went in yesterday & while I was waiting, a lady came in with a burger in hand that she had gotten the day before. Her order was wrong but she lives in Auburn so she did not turn around & come right back. Instead of taking care of her right away & apologizing for the error, the guy scolded her for not calling & letting them know. He replaced her burger but when she asked for a shake to compensate her for her trouble, they said no. The gal said she's not authorized to do that & the person who could wouldnt be back for 20 minutes. It's a shake! Give it to her. Ok, not my problem but still, I didnt appreciate the way that lady was treated.

I got my order & left. I too live in Auburn. By the time I discovered the fries were absolutely inedible, I wasnt going to turn around & go back. They were greasy & burnt & just plain terrible. The fries used to be the main reason I went. The burgers are good, but the fries used to be great. Not anymore. I had to throw them away. (My last visit wasnt very good either, although it wasnt so bad that I felt I needed to write a review.) So I called since I heard the big fuss at the other lady that had a problem with her order. I told her I think the oil needs to be changed or something because the fries were inedible. She said they change the oil every few days. Sorry about that. The end. No offer to correct the problem. She didnt ask me to come back & get a replacement (which I wouldnt have, but I cant believe she didnt even offer).

Overall, this was a terrible experience. I wont be going back. I will say, the raspberry shake was good. I'll miss those...