Burger 21 — Restaurant in Georgia

Alright I used to love going here. But my last experience has left me with a bad taste in my mouth and I must share.

I asked for A medium well burger. And my girlfriend got the tenders and onion rings.

When our food was served the onion rings were cold so we asked for some new ones and they returned with essentially the same room temperature onion rings.

The first bite of my burger exposed an way undercooked patty. I asked the host if they felt it was medium well and they agreed it was definitely undercooked, so he took back my burger and fries.

They bring back the burger 20 minutes later , this time with the wrong toppings and no fries. At this point my girlfriend had finished eating and the time it would take them to remake my burger, and bring me my fries did not seem worth the hassle. As we came to eat together not watch each other eat.

When the manager came to try and fix the issue she spent no time listening to what happened / spoke over me , and offered a free burger and fries after agreeing to refund my meal.

She then brings me the burger and fry coupon but then says it’s either the coupon or the refund. So I refused the coupon as I initially asked for a refund and I’d be fine.

We go to the register and the manager comes out with a receipt depicting that only the burger refunded.

At this point I was not trying to deal with the situation anymore and left. I’m very disappointed in the inability of BURGER21 to cook a correct burger. They claimed that they have a different scale when it comes to cook temps but that’s the most foolish thing ive ever heard. The whole point of “Medium “ well done “ ect is to set a standard that can be communicated from customer to restaurant. Who in their right mind would think changing it for your establishment will result in anything other than miscommunication. In this day and age when prices are SO HIGH , going out to eat is a rarity for me and mine. So for me to leave hungry, and only receiving a refund for half a meal I literally returned the moment it hit the table, was highly disappointing.

Management, listen to a customer , then respond. So you can accurately fix their issue.

Cooks, throw out this idea that you can decide what Medium well looks like, learn how to cook a burger correctly without giving excuses. How hard is it to get 2 toppings right? Instead of giving excuses, get it right.

Everyone else was very kind, and understanding. As I said the host made the call that the burger was definitely undercooked , I asked him first!

If you want to charge 30+ dollars (plus I tipped) please get it right. Our economy is tight and times to go out and eat at a restaurant are a rarity for many. Nobody should have to go...

I ordered a burger with a gluten-free bun because I have a serious gluten sensitivity, but I was given a regular wheat bun instead. Unfortunately, I didn’t realize until after taking a tiny bite. I spit it out but I’ve been feeling a bit unwell since, which is what happens when I’m exposed to gluten. Brain fog, nauseous, elevated heart rate, I ordered it at 5:55pm but didn’t open the order til about 9 bc I had errands to run- so I couldn’t call and request a remake. I should have checked before I left but they’re usually really good about gluten free buns, the girl on the phone even asked me if I wanted the fries gluten free to which I said yes.

Mistakes happen, but if I hadn’t noticed it could have been much more serious. For a lot of people, including myself, getting dosed with Gluten can be debilitating. Please make sure orders marked as “gluten-free” are handled separately and verified before serving.

I will contact the restaurant and hope to receive a refund, but more importantly I just wanted to post the review as a warning to other gluten free customers- it’s not a dietary CHOICE it’s a SAFETY situation. I hope staff receive proper allergy-awareness training. Cross-contact and labeling mistakes like this can cause real harm. If you are Celiac or Gluten Intolerant like myself please check the food before you leave the restaurant, it would be nice to trust that this establishment can handle it but it’s just not worth the risk, human error is inescapable. For the price of the food I’d expect more accuracy but what can you do.

The food itself looked well-prepared and the staff were polite, but accuracy with allergen requests needs improvement for...

Been to this location and the new one near my home in Snellville. The burgers are excellent and the fries aren't bad either, usually get a creme brûlée shake as well. The one blemish on Burger 21 is the portion sizes combined with a high price. A burger is at least $7 and that doesn't come with fries or a drink and they aren't that big. My BBQ burger with fries, drink and shake are just under $20, the same thing in similar size at Steak n' Shake is less than half that price.

Overall, the food is excellent and service is fast and friendly but expect to pay a premium for it.

UPDATE: Changing my previous 4-star review to 3-star

The restaurant is set up to where you serve yourself. You pay at the counter, get your own drinks from a fountain station and you seat yourself. The food is cooked fresh and an employee will eventually bring it to your table.

So why did I knock the rating down a star? Because the employees are getting payed tip-wages! The way it’s set up, you would think the employees are getting payed minimum wage. They aren’t servers, you order at the counter and you serve your own drinks. Yet the place has the audacity to pay their employees sub-minimum wage and expect them to make tips when the diner is set up as if it’s a fast food place. I’m a tip wage employee myself and always tip extremely well for fair service but for a long time I had no idea the employees here worked for tips because of the way the place is set up. This underhanded tactic to save money at the expense of the employees should be a crime, the kids working here are NOT waiters and waitresses, they deserve to be paid fairly for the...