Big Al's Burgers and Dogs — Restaurant in Fort Collins

I have never had an experience like this at any business. I worked 7 years in retail businesses and am understanding of unfortunate situations, but I was shocked by the lack of interest in customer satisfaction. I did not even get to eat my burger until at least an hour after I ordered it even though I was dining in. This isn’t in my top 5 choices for burgers in Fort Collins to begin with but I went because my friend invited me. Shortly after entering, a customer that had previously been helped came up to the counter to complain that his burger order was incorrect. The woman at the front counter told him to wait as she turned back and helped the next customer in line. He seemed frustrated and ended up having to ask another employee for help. I am unsure if that actually got resolved. We went up to order.. that part went smoothly. When our tray of food came out, it was missing my burger. We told the employee that brought it out to us and his response was “let me go make sure that’s right.” He could have easily checked the ticket that came with the food and seen that there was a burger missing. Instead, he went to the back never to be seen again. After my buddy ate his entire burger and fries, maybe 20 minutes later, I decided to go up to the counter and ask them about the burger. Nobody knew what I was talking about so I had to explain it to them. I told them that my friend was already done eating and that I was upset about it so I wanted a refund. They said “no problem, let me go grab the manager.” I waited another 10 minutes at the front counter, and they brought me my burger. I told the employee that I would prefer a refund instead of the burger and he told me I could still have burger while I waited. I thought that was kind and it seemed as if it was just a simple mistake. As I waited, though, another family came up to the front counter wanting a refund for a vanilla milkshake that they had paid for but never received. I guess they had eaten their meal and had been waiting the whole time for the vanilla shake. They were prompted to wait alongside me. The father in the family started getting angry and was verbally showing it. The employees ignored him so I decided to talk to him saying “they’re usually pretty good, I’m not sure what is happening today” which brought him back down. The manager finally came up, took our receipts, and began trying to process the return for both of us. As we waited, they brought out a shake to the family, the incorrect kind that had actually been ordered by a different family. Of course, they declined it as that is not what they ordered. They reaffirmed that they just wanted the refund. The manager took the family’s credit card to try and process the return but could not figure out how. He left the card on the counter and disappeared again. After being gone another 5-10 minutes, the family asked for their credit card back so they could leave without the refund. They paid for a product and never got it, seems like theft. They left upset and I’m sure they won’t return. I was more patient and waited around another 20 minutes without a single update on what was happening. He then comes out of the back and finally tells me that he just does not know how to do that. He said he knew how to do it had I paid with cash, but that isn’t very helpful. He also said his district manager was on the way to the store if I could wait another 20-30 minutes. I didn’t want to wait so they suggested writing down my credit card info and leave it with them. I didn’t feel comfortable doing that. I got the district manager’s name, “Jaden”, and his number. I called and left a voicemail, still no response. As of now, haven’t been refunded. Ultimately I blame upper management. Why would you put employees to work that have not been properly trained? Why isn’t there a manager present that knows how to manage the business and customers? I felt bad for giving the employees a hard time and apologized. They were all very nice to me but just didn’t know how to handle the situations. Next time I’ll suggest a...

Big All's is our usual burger spot. Great quality food, excellent and fast service. UNTIL TODAY. Upon entering, we were not greeted by more than a head nod and an awkward (impatient) stare, from their manager, Daniel. He did not offer any upgrades to the fries, on the second meal (he could have made that sale if he tried AT ALL). We then took our food to go. We live 2 blocks away and drove. I tried the fries on the ride (USUALLY THE BEST PART) to find soggy, cold, underspiced and sub quality (worse that McDonald's fries). Tasted like they were at least an hour old and dried by a heat lamp. Upon arriving at home, we opened the burgers. The buns were soaked in sauce (on the outside), everything was sloppy and soggy, and ALL OVER THE WRAPPER. We called and asked for a manager. Of course, it was Daniel, who didn't greet us, didnt offer any upgrades, and didn't do his job to ensure the quality of food leaving with his customers. Needless to say, he was very rude. To the point of saying that we were "being too picky" when I told him that we like his establishment for the SERVICE AND QUALITY THAT WE USUALLY RECEIVE. I explained to him that if we wanted poor service, sloppy food, and cold soggy fries, we would have gone to a drive through. He then proceeded to tell me that he could give me a refund (thank god because I'm not eating this). I have him the card number, he then told me that he gave us his best service, and did nothing wrong and would ONLY REFUND HALF. That wasnt the deal, when I read you my card number, Daniel. I had to explain to him that his general manager would probably think differently. Customer service training indicates this, across the board, for employees. Managers ESPECIALLY need to be held to a higher standard. He should have greeted us, offered upgrades, and inspected the quality of food, before any of this even left his restaurant. When we called to explain, he was very rude and reluctant to believe that he was doing a bad job. Take some constructive criticism and keep your regular customers. We pay for better quality and service, that's why you...

Came down into FoCo for a night out, and ended up stopping here as one of the top places that came up for a sit down burger place.

I was a little apprehensive coming in, as it had a bit of a low-brow vibe. The guy behind the counter was in a close-to-fast-food getup, and the general atmosphere inside felt a little more like Wendy's than a bit more upscale place like a Tokyo Joe's or something like that, but I stayed open minded and went to the counter to place my order.

I ordered the 970 burger, double, with a drink and fries. With a 15% tip and tax (i've worked in food service so I always try to leave a tip), it came out to almost $20, which was maybe a little more than anticipated.

Got a cup to get a drink, and I told them I'd be eating in, and they gave a number to set on the table. I went outside as it was nice, warm evening, and took in the people walking by as I waited for my food.

I wasn't in a big rush, and I was out on the town so I didn't mind waiting a bit. After a while, I had finished about half my drink, and I had been glancing over at the other table outside where a couple had been sitting waiting for their food as well, who also hadn't gotten anything. The novelty was beginning to wear off, and I was beginning to wonder when my food was going to arrive, and just as I was getting up to go inside and ask, a guy opened the door with a couple trays, and served the couple and myself our food. Crisis averted.

Once getting the food, it was hot and fresh. The fries were nice and crispy, though they needed some salt and pepper for seasoning. The burger I honestly was surprised with, it really was a pretty tasty burger. Not quite as good as a real pub purger, but I'd rank it above a Carl's Jr., Good Times, or one of the better fast food burger joints.

All in all, while I was apprehensive at first, I found it to be a really nice place to soak up the evening and sit down for a fast bite in a no-fuss environment.

I'd be open to trying it again if I was looking for a casual sit-down place with tasty bites and no servers or staff...