Hat Creek Burger Company — Restaurant in Fort Worth

So I was in here earlier this evening with my family and wanted to comment on some events that took place. Sean Smith posted a review that is highly over exaggerated. I happen to be in the restaurant during the time he was in and witnessed very rude behavior towards the staff. His family originally brought food in from another establishment and the manager politely notified them that outside food and drink was no longer allowed in the restaurant. The restaurant seemed to be very busy and yes wait times were a little high but the staff was doing all they could to accommodate the guests. Apparently Mr Smith had a shake that took a little too long and as the manager was attempting to correct the mistake Mr Smith wouldn't even give him his name or even the type of shake he was missing. Instead he stated "Let's see how long it takes you to figure this out" and walked away smirking. Another manager went out to determine the desired shake and seemed to get an answer no problem. The original manager delivered the missing shake as well as a refund without being asked for one and insisted they keep the refund due to the wait. They then ordered another shake that unfortunately was not to their satisfaction but while again talking with the manager, Mr Smith simply walked away and told the manager to follow him. The manager followed and attempted to talk with Mr Smith but could not get a word in at all. The manager again apologized and was finally allowed to go remake the shake after being given a 5 min lesson on shakes. All in all the restaurant was busy but yes they could have been a little quicker. Beyond that the food was great and the staff did all they could to make the guests happy. I didn't get the managers name who took all of the commentary but I will say he did his best. I just don't believe he deserved the review that was posted about him. Even other guests watching Mr Smith looked simply confused as to how he was speaking with the manager. Normally I wouldn’t post reviews, but after hearing Mr Smith threaten to write a bad review. Taking into account seeing him act the way he did and seeing how busy they were, I wouldn’t place any blame on the staff. I believe Mr smith just wanted problems after being asked to take his food from another establishment out of the restaurant, being that the manager he slandered was the one that asked him to leave...

Firstly I’d like to say the customer service August 15th around 2:30 was PHENOMENAL. The young lady at the register was excellent at her job, and I genuinely appreciate the friendly welcome and goodbye. So job well done on customer service skills. I had never been here before and was really in the mood for a burger and fries. It was on my way home from work so I thought, let me give this a whirl. So I placed my order ($16 for a veggie burger combo-a little steep) got a sweet tea (perfectly sweet) lemons were FRESH, I gathered up one of each dip to try. Found my way to a table in the corner and took a seat. I did notice it was incredibly humid and sticky in the place. Tables and chairs definitely could’ve used a wipe down, floors could’ve been hit with a mop. It did take quite a while for my order to come out. Not a huge deal, I don’t mind waiting. A young man brought my order to me. I appreciated not having to retrieve it. Now let’s talk about the food… the burger was cooked correctly, a nice crust on the patty but not burnt. I’ve had a million veggie burgers but this simply lacked any flavor at all. I couldn’t figure out why the only flavor profile I was experiencing was old stale grease. Nothing else. Fries were underwhelming, same old grease taste. Could have used some more seasoning and maybe a bit longer in the fryer. Actually, I’d scrap the French fries all together and do fresh cut fries. A burger place NEEDS a solid sidekick. So, overall I just didn’t enjoy the meal. Like my daddy always said, “Hey, it did the job.” When a meal wasn’t good growin up. And indeed it did, I wasn’t hungry at all anymore. Haha. I do wish this place well, very genuine crew, so I acknowledge those guys. But I definitely wouldn’t...

My family and I are somewhat “regulars” at Hat Creek, drawn by the promise of quick, tasty meals. However, we've noticed that the wait times can be hit or miss, often stretching beyond the 30-minute mark for straightforward orders. This inconsistency is a bit puzzling and definitely takes the edge off our fast food cravings.

The staff are friendly enough and seem to be doing their best, often telling us our order will be ready "next." But when "next" turns into another 5-minute increment multiple times (along with a side of sass), it can be quite frustrating, especially with hangry kids in tow. They did offer a free milkshake to make up for the wait once, which was a nice touch, though it's not really about getting freebies for us — so we declined. We just wish for a more predictably swift service, aligning with the quick bite concept of fast food.

Adding to the frustration, after the extended wait today, we found our order was incorrect. Despite specifying no onions among other custom requests, our meals arrived with all the things we’d asked to be omitted. Time constraints prevented us from waiting for a correction, so we settled for the less-than-ideal meal served to us.

I appreciate the staff’s efforts and the occasional gestures of goodwill, but I really wish for more consistent and timely service, and of course, for our orders to be correct. It’s about enjoying a pleasant dining experience with my family, not just grabbing...