Little Big Burger — Restaurant in Hillsboro

Just a disclaimer I understand and respect that take-out during covid may be overwhelming for restaurants, but as a loyal patron I hope the restaurant would understand that not all customers are trying to “get over” on them.

Because my boyfriend and I OFTEN come to the restaurant we received a free burger to our email, when we placed the order WE accidentally forgot to modify. With that being said I called the restaurant to see if they could possibly fix it for us. They pulled up the order and told us of our mistake and said they could remake the burger, prior to that they asked me to bring the burger back(which I thought was weird with covid precautions, and the fact that I told them I threw it away). I fish the burger out of my trash and bring it back as asked.

Upon arrival I stated the name on the order, they asked for my online receipt to verify the previous order, even though I had the burger in the bag for them. I felt attacked as a customer by both of the employees working. They already told me over the phone I didn’t modify the burger and asked me to bring back the tainted order, so why ask for the previous order receipt? Are they attempting to now show me after telling me multiple times I didn’t order the burger right?

Either way I didn’t have the order receipt it was on my boyfriends phone and he was still home, I asked them if they weren’t able to find my online order and they said that they were. As I was leaving I checked my order, this time it was missing bacon, and there was bacon on the previous order so I just asked for it on the side. The girl I spoke with on the phone then comes out of the back to let me know that they will make the bacon but for some reason it just seems like I want to complain.

I’m blown away at this point! I’ve been trying to be as calm as I can be and understanding. I proceeded to ask the manager if I came of rude because it wasn’t my intention, I explained that I have a kid at home and I’m just trying to make it back.

THE MANAGER then proceeds to tell me that I was rude and defensive and how some customers try to come and get free food so they have to take precautions. And when I get home I see a missed call on my phone from the restaurant, it feels taunting. Why would the manager on duty allow the employee to tell me I’m just trying to complain when I wasn’t dealing with that employee after the phone conversation, just the manager.

I understand I made the mistake of not modifying my burger but the staff there seems as if they wanted to scold me for it. It’s funny because when restaurants mess up an order we have to deal with the inconvenience of reordering, coming back, or simply not eating, but when a customer messes up an order they feel the need to make us feel like a criminal trying to steal a burger from them, ridiculous!!

I live in the neighborhood adjacent to this location so I come VERY often, but I’m definitely going to stop for a while. I don’t like to be treated like I’m trying to steal from somewhere I buy so often...

I love the burgers, but the service is the worst. We ordered our burgers and fries via the app, went in to pick it up at the assigned time and were told that they didn't get the order. We re-ordered and waited outside, went back in at the appointed time. There were three men on staff at the time, one of whom was hustling to get an order out. Because it was a family order with specialty drinks, it took him about 10 minutes to get the order out. The whole time, the other two were chatting in the room next to the grill, exchanging jokes and paying nominal attention to the product on the grill. The whole time, our order sat on the counter getting cold. When the person who was working finished with the order he was working on, he finally asked me what the name was on the order. When I told him, there was no sorry, no movement from the other two. The young man put the order on the top of the counter and said, "Have a nice day." The other two just stood there with a blank look on their faces. At no time while the young man who was working to get an order out did anyone ask what the name was on my order.

These burgers are expensive little sliders. They're tasty, but not discernable from any other premium burger place that serves normally sized burgers. With 10 minutes added to the wait time on an unheated countertop, they are congealed with fat and the cheese is firm, hardly worth the extra money. The fries were cold and also in various stages of being cooked. Some were almost burnt, some just right and some barely cooked. Also not terribly appealing when cold.

This is not the first bad experience I've had with service from this store, it's merely...

The app was the worst experience I’ve had with one ever. I spent 40 minutes trying to add a bank card to pay and it either said cvv was invalid or the card was already added. I had the card in front of me and when I looked there was no card added. Then after I finally get it to work, total fluke don’t know why it suddenly accepted information Id been trying for so long. I go to get food 1 hour after my original pick up time, 5 minutes after new pick up time, it’s not ready. That’s okay though I don’t mind a little more wait since it’s only 5 minutes over the time. I sit by the pick up order shelf and wait.

At first they were putting orders on the shelf but then they started calling out names. It was fairly busy at that point. They eventually stop and I’m one of 3 people left, been there the longest. Food was set to be ready at 6:35 and it’s 7:06 at this point. He eventually asks if I’m waiting for an order, I give the name and he hands me our food. Why was it just sitting behind the counter and not on the shelf? Why did they call out names until mine? Why does the app ask you to add a card either with or without rewards? After all this craziness it costs 8$ for a slider which feels nuts for tiny burger. They taste good so that’s nice but the catsup is a pretty spicy and I don’t mind a little spicy. Just a bunch of things that went wrong...