US BURGER U — Restaurant in Horizon City

Honestly, I left feeling unsatisfied. The food is good, but it feels like the hype around this restaurant has gone to their heads. The front staff was amazing—pleasant, friendly, and accommodating. However, the back staff's attitude and comments brought the atmosphere down.

For example, all the burgers come with jalapeños, and understandably, some people request them without. A customer asked for no jalapeños, and the front staff politely explained that "accommodations are limited right now" but would ask the kitchen. When they did, one of the back staff responded in Spanish, essentially saying, "If they want to wait 30 minutes, they can." This felt dismissive and unnecessary. Removing jalapeños should be a simple adjustment, not treated as a major inconvenience.

Another instance involved a customer requesting a plain burger. They told the client that it would be "difficult to make accommodations," yet right after that client, the kitchen had commented that new batch of burgers was going on the grill and would be coming out soon. This inconsistent messaging made it seem like accommodating requests was being framed as a special favor rather than basic customer service.

Additionally, about 30 minutes before closing, the front staff turned away several customers, saying they were out of food. Shortly after, more burgers were served, enough for 14-16 additional orders. This gave the impression that the restaurant limits burgers artificially to create demand, rather than serving what they have. While this strategy might build hype, it comes off as disorganized and frustrating for customers.

While the food is good, it’s not exceptional enough to warrant the level of hype or the feeling that the restaurant is doing customers a favor by serving them. The original concept—simple, delicious burgers in a fun and adventurous setting—was great, but the fame seems to have affected the management and...

Don't waste your time.

How are you going to be a customer service business but can't make "accommodations" on a burger. If you want to be successful you have to follow the motto "customers always right" because you have to do what you gotta do to make a customer happy.. such as something so simple to not add certain ingredients. How does that take more time? I don't like pickles and the girl told my husband "it's very easy to take them out." That's not the point. The juice and flavor of the pickle is already marinated into the burger. I told him he should've responded "it's very easy to not add it in" like what is the big deal? We drove an hour into the horrific traffic for this place and we were so excited. We left upset and disappointed. We will be sure to share our experience with everyone.

If you do not want to "accommodate" a burger, make sure you add that on your Instagram before people waste their time like we did. What if someone was allergic to an ingredient? What if my child doesn't like spicy or wants a plain burger? Literally better off going to Freddy's.

There's actually a food truck called Midnight Grill at the parking lot of Verizon on Vista Del Sol and Zaragoza that sells delicious burgers (Which is where my husband and I ended up getting instead). Highly recommend them! They do...

I've been hearing about this place so I drove all the way from Anthony to Horizon to try it. It was the best burger I've had in El Paso the staff were super friendly. There are a lot of things that went into the burger to make it good from the cheese to the bread it was excellent. Moving on to the french fries they were cooked in real beef tallow like McDonald's used to do back in the fifties. The french fries were out of this world and flavorful and they were cooked fresh right when I ordered them then I was handed a bottle of fresh squeezed lemonade sweetened with honey and all together it was a gourmet meal you couldn't ask...