Teddy's Bigger Burgers - University — Restaurant in Honolulu

The reason for the 1 star rating is because of the TERRIBLE customer service my dad got today from the cashier. Read more if you want to find out why.

My dad who’s in his 60s called in to order our family dinner today, the person who answered the phone said that they don’t take phone orders and that you have to use the app. He said that he didn’t have their app and doesn’t know how to use it, at which point she hung up on him. He stopped by on the way home to place the order at the restaurant, the cashier who I assume was the same one he talked to earlier told him to use the app to place the order again WHEN HE WAS ALREADY STANDING IN FRONT OF HER AT THE COUNTER?!?! She said she’d make an exception but that next time he has to order with the app...I’ve never heard of a place that doesn’t take phone orders and it’s absurd to tell someone who’s standing in front of you to order online. The food was good, but it took an extra half hour because the cashier wouldn’t just take the phone order in the first place. I hope someone from management reads this because this is seriously unacceptable customer service and will undoubtedly cost you business. You’re pretty much discriminating against people who either can’t afford a smart phone and older people who are not familiar with the technology. My family is never eating at this...

Doling out orders by customer name, eh? Sometimes it doesn't work out so well when the customer has the #1 most popular baby boy name in the past century. I was given Michael's take-away order by mistake. Honestly, I didn't even think to check inside the bag before I got home. Once I did I found I had received a Bigger cheese burger and small bacon cheese fries instead of my expected Big Kailua burger and Big teri avocado burger. I wasn't really in the mood to trek back to Teddy's and wait for them to make my actual order again so I just ate what I had received. It was OK, but it didn't have the teri sauce or avocado that I was craving.

Normally, all this would only lower a rating one or two stars for me, as their actual product is still very good. However, I'm dropping them down to one because of what followed. I decided to use their official website form to report what had happened and also made a polite suggestion that franchise locations could possibly be advised to use a numeric order system to avoid confusion. It seemed to be submitted properly; I didn't receive any errors after form submission. It has now been over six months and I never received any sort of contact at all. No "thank you for your input." No "sorry." So...sorry, Teddy's, you get one star and I won't be coming back...

2024: walking back my reviews, had a basic burger last week, got home to find the “Med Rare” burger was almost raw (seared ahi style) and lettuce had odd dead brown holes (freezer burn or space lasers?). When I called the manager on the phone, she looked at the lettuce in their kitchen and I heard her audible gasp. Must be a short staffed issue or poorly trained new staff to do that to what was once good food. Not sure I will return, I remember the good food times 5 years ago (a weekly treat), and 30 years ago (the dream born at the first location near Diamond Head). Some dreams die.

2023: Thankfully things are back to normal and great food and service has long returned to Teddys.

2020: Still Need to rethink your COVID19 pick up process after 5 weeks: The fries and burgers wait and get cold without a system as people wait for their already completed order. Need to add white board with names of ready orders so you dont miss a ready order and “over wait” in the chaos of dinnertime peak scrum. Still Great meaty juicy burgers plus fries but now...