P. Terry's Burger Stand — Restaurant in Georgetown

Update today 3/11/23: 1 star! FIRST EVER bad experience at a P Terrys in all of Austin area. I've been coming to PT in the area for 6 years and never had a bad experience. I've had an order mix up a couple times but they completely went above and beyond to make it right. Today I can't say the same. First when I picked up my online order it was late but no big deal, I asked for special sauce as I always do, I was told "you can't get that many for your order". I asked for clarification, I ordered 3 burgers, 3 fries, 3 cookies and was told I couldn't get 6 special sauces. I told her I wanted them and asked what I needed to do to get them? The lady was rude and huffed and rang me up for $1.35 for the sauces. I left and realized on my way home I didn't even have my full order. I called and got the managers name, which then I realized was the same rude lady I dealt with at the restaurant. She talked over me, told me how EVERY SINGLE P Terry's charges for sauces and ALWAYS has. That is flat out a lie. I even came to this same location just 2 weeks ago, ordered the same exact thing and got the same 6 sauces on the side, as I always do with no complaints or attitude from the employee! I will give Sydney another chance but after that I'll have to give up on this location for the rude customer service. This is the closest location to me and is 40 minutes from my house. No one likes a defensive manager, Sydney.

2 years ago: 5 stars! Fave burger place! AMAZIMG!!! They messed up my hubbys burger and put onions instead of jalapeños and he hates complaining so he just asked for a side of grilled jalapeños as he picked the onions off, the manager went above and beyond to make his burger the right way and gift us two yummy...

They've closed the dining room because of the Pandemic. I'm good with that. They have a way to order online and pick up at the store. I can order online and show up just when they are done. But the front door is locked so you have to wait outside until they come get you and give you your order. There's no real directions anywhere, but you can order and pay online and pick up at the front door (which is locked, but they come out and unlock the door and give you your order). I've done this three times. The first time, I waited forever outside to pick up my order, even though I could plainly see it sitting on the counter. The second time was even worse. Tonight was the last time. I could see my order on the counter, and I stood outside freezing my arse off in the cold (forgot a jacket), and no one would come out and talk to me. There's no point in jumping up and down and being a jackass; everyone working inside already knows I'm there. They have to know I'm there to pick up an online order. And everyone inside ignores me. For ten minutes. When my order is ready. Total mis-managed disaster. I guess they are trying to make it clear they don't like handling online orders. OK,...

I give this place zero stars because of hygiene and bad food handling protocols. The person flipping the burgers, I observed him eating fries with his hands, having his fingers making contact with the inside of his mouth while he was handling the burgers. That is an absolute no when handling other people's food. I canceled my order once I approached the window. It is common knowledge that all the individuals who work handling food at food establishments are required to take a food handling course. In this case, it is evident that the employee (s) who work at this location must be retrained in food handling.

I give 5 stars for service only because of the cashier, Nicholas, who was at the window that night. He seemed genuinely embarrassed and sorry about the situation when I informed him why I was canceling my order, and he apologized and gave us complimentary cookies and offered a dog treat to my dog. He was very courteous, polite, and professional, and, based on that interaction, I think he has excellent customer service skills. I think Nicholas is a great asset to this...