Kincaid's Hamburgers — Restaurant in Fort Worth

First time eating at this establishment. Decided to stop by during one of my pet sits that I am on in the area. I ordered my food by phone and picked my items up shortly after. Firecracker hamburger and chocolate malt. 👍🏾 First thing I noticed when I came in the door is one of the employees in the back, touching on his face (including his nose) and rubbing his hair as he was talking to a coworker while at the food prep table. (I realize people do this sometimes without noticing -he was really into the conversation). I spoke up immediately and told him how he shouldn't be doing that by the food. I did it in a light-hearted way, but the young man had an attitude in response. Two of the managers were at the front counter witnessed my concern. One apologized for it and the other one addressed him about it. Instead of apologizing or even feeling embarrassed, the young man, responded "I wear gloves to prepare the food" with a rude tone and rolled his eyes. I responded "Yes but there's skin flakes and dandruff and whatnot..." I am thankful for the two ladies who I assume were managers who at least took the time out to educate the young man and I hope he learns a little bit more about food hygiene and customer service. If nothing else, he could have kept his mouth closed instead of trying to defend himself, even if you didn't have the courtesy to apologize. Outside of that, the burger that I ordered was hot fresh and delicious and The malt was good. Would have been five stars all around if not for this interaction. I won't be returning because of that experience. Being in the service industry myself, I believe it is important that the customer feels heard and that their concerns are met with sincerity,...

WORST EXPERIENCE EVER!! I still can't believe the poor service that I received. You can feel people's energy. A fake smile but something else behind that smile. That's what I experienced and sensed. All was manifested after I returned when discovering my order was wrong. I didn't have cheese on my burger. Simple mistake and easy to fix, right? WRONG!! I returned only to have my intelligence and humanity insulted. It was a chubby middle aged white lady who seemed to be all smiles on the surface, but racist from within. That was manifested when I attempted to have my order corrected. I was in disbelief with what happen next when I explained to her that I didn't get cheese on my burger. Common sense and protocol would say throw the sandwich away and make a new one. But ohhhhh no. What do she do... She proceeds to open my sandwich with her nasty hands with no gloves on. Signals the grill guy to slap a piece of COLD cheese on it and proceeds to wrap it back up. I stood in disbelief as she returned with that same fake smile on her face like, "here you go, can't have a burger without the cheese." As if I was some type of slow minded idiot. It took all that was in me to remain calm. I unwrapped the sandwich to confirm I saw what I saw. Yep... Cold piece of cheese slapped on my sandwich. The same one that should have been tossed away and remade after seeing it was wrong. I will NEVER return to this establishment. I don't care if they're giving away food! I won't be back. I asked for a refund and got my money back. Such a joke. Highly NOT...

Following up from my last experience; Went in to give you all another try due to my last encounter. I was told to let the cashier know that i was put in “the book” I called in my order due to having my infant with me. When i got there the manager on duty showed me and my name wasnt in there. I went back to my car to try and figure out what number called me and whom i spoke with. The manager on duty took out the trash while i was doing so. I was just going to purchase my food at this point due to the frustration plus it was already made. When i went back in to pay for the food it was no where to be found, i guess the manager on duty gave it away or threw it away!! In less than 5 minutes of me trying to get it. He offered to make it fresh for me and said it was going to be cold anyway. I didnt have time to wait, hence why i called it in. My infant was getting impatient and i ended up leaving. Super upset. I thought this time around would be different and i was proven wrong. Why would my name not be written in “the book” after i was told it was going to be. I looked like a complete fool, then when proceeding to pay for the items turns out my order was thrown/given away. Really unacceptable. Sucks Kincaids is not what it used...