BurgerFi — Restaurant in Gaithersburg

April 2023 Came here for a late lunch. I would say that this place is an upper scale burger place with the prices to match. The place is decently lit, with an assortment of chairs, booths, and high chairs. There are some outside tables that are fenced off from the sidewalk. They also play pop music over the speakers. At the order counter, there are 2 self-order koisks with cups stacked in between and numbers on stands to the side. When ordering, it asks for the number and your name, and a staff member will deliver your food to you. Note this place does sell beer. There was only one person working the front, and they were friendly and fast. I'm pretty sure the burgers are made fresh considering how long it took for them to come out.

We ordered 2 burger combos and a strawberry shake. The beef burger was decent and the meat slightly juicy. The fried chicken burger was good, with crisp breading and tender meat. They also gave a good amount of meat, though this place is on the more expensive side compared to other gourmet burger places. The fries were merely ok, and I will want to try the onion rings next time. The strawberry shake was definitely my favorite: delicious and with strawberry chunks. A bigger straw for the shake was delivered with the shake.

As a last note, this place does have 2 unisex bathrooms that are clean and dry. Note there is no table service besides delivering your food to you. You throw away your own trash and recycling, and I did see the staff wipe down some of the tables.

Overall, would...

It’s been over two weeks since I had an unpleasant experience at your restaurant on Friday, September 12th at 8:30 PM. Despite sending multiple feedback forms, I haven’t received any response from management.

Firstly, my order was not ready at 8:30 PM as scheduled. I didn’t receive it until closer to 8:50 PM.

Secondly, my sides were hot, but my sandwiches were cold. Not only were they cold, but my burgers were undercooked. These issues significantly dampened our appetites, and we couldn’t even finish the chicken sandwich we purchased for food safety concerns.

Thirdly, the drink dispenser was disgusting! I couldn’t even get a drink & we ordered 3. I know there was E. Coli hanging around on those machines.

While your staff was generally fine, they weren’t particularly friendly or helpful. However, I am particularly unhappy with the lack of responsiveness from management. Nobody answers the phone at this location or responds to the feedback forms in 2-3 days as stated on the website, which is incredibly unacceptable.

This food was way too expensive for this poor level of customer service and attention to detail.

I would greatly appreciate it if someone could reach out to discuss my experience and provide a refund...

It was bad…. I mean wow. Last year I went to the silver spring location and thought “wow, this might just be the best burger I’ve ever put to my lips”. After that, I went to the Bethesda location and paid almost $80 for a family of 4’s meal, after waiting for more than an hour, I finally got my food and it wasn’t good. It was very bland, apart from the fries. I thought it was just a little slip up, so I went back again, and it was just as bad. So I decided it was a location issue because what I had in silver spring was undefeated!! So after month of waiting, I went to this location, and again, paid a pretty penny for a family of four. The milk shakes were good and so were the fries! The burgers…. we’re disgusting. They were grey and tasted as if they had boiled then patties in water. They had no taste whatsoever. Nobody in my family liked them, and the food ended up being thrown away. I am very against waisting food, but these burgers were just so bad I was speechless. I don’t know if they have changed their recipe or what since I went in 2020, but all I know is that I am not coming back. Many burgers later, I can say that this place is not worth the price....