Diesel & Duke — Restaurant in Jersey City

Literally just got off the phone with this establishment. 11/14 at 745pm I ordered Fries on Door dash and added cheese ( which you are charged for) and when i received the order i received fries with no cheese. So i called the location to ask what happened or to see if maybe they were out of cheese sauce. The guy who answered was absolutely a jerk from the moment he answered. I asked him the question and he immediately proceeded to tell me that it was not there problem because they no longer offer cheese and I would have to take that up with Door Dash instead of apologizing for the inconvenience or at least just explaining it in a kind way. So i said to him ok its not about the money im asking because if theres an issue this is something that should be fixed on your end. I can easily just melt cheese on my daughter fries but the principle is i ordered something that available to order and then told oh we don't have it. Imagine how many customers daily this can happen to and the business just takes the money. Beyond the money the attutude of the person who answered the phone was beyond me. He even hung up on me after i stated to him he was being rude while i was speaking. This is Definitely not my 1st time ordering from here but will definitely be my last. Coming from someone in the customer service field for 18 yrs I can clearly see why businesses don't survive. The people that work there forget the definition of customer service and also forget without customers there no business and no job! I am...

FOLLOW UP: The owner never got back in touch with us and we ended up disputing it with our bank weeks later.

Edit: We emailed this lovely and clearly very mature owner as he requested below. We had to FOLLOW UP a few days later since we never got a reply after he originally acknowledged the issue. It’s still being “looked into”. It has been over 3 weeks and we never got a refund, even though he claims they issued it. The bank has no record of such refund or transaction. You sir, ARE incompetent.

Staff and management of this location clearly don’t know how to run a business. We got charged for an order that was “CANCELLED” by them after ordering it on their website (we ordered impossible burgers-which they didn’t have). They called us to see if we wanted regular burgers- we declined, and just wanted a refund. Oddly enough, instead of them cancelling the order, we received an “order is ready for pickup” text, which struck us as odd. We were charged for the order and immediately called back, and were reassured we would get the refund in 5 business days. It’s been over a week of getting the run around from different employees, and no one seems to know whats going on. Each day is a new story and excuse. Will be disputing the charge...

I'm a long time fan of these burgers and fries. However, the staff (at least last night) was exceptionally rude, hostile and unprofessional -- all for no apparent reason. When I ordered a double burger, the employee become combative, demanding that I look at the menu. I said that I had, and I wanted a double burger with lettuce and tomato. He became increasingly agitated, and I have no idea why. I also ordered fries, but he did not put that in until he reviewed the order and asked if I wanted fries. He never asked if it was for here or to go. We sat down at a table and gathered napkins and ketchup. When the order was ready, he was annoyed that we were staying in because he had put the order in a bag. In 40+ years of dining out, I have never encountered such a rude, hostile employee. And I did nothing to provoke it. I simply said I would like a double burger. If I see him taking orders the next time I walk in, I will take my business elsewhere. There are plenty of good burgers to be had in Jersey City that do not include unprovoked rude and hostile treatment.

Editing to say that I emailed the Owner as suggested in the response to my initial review. It has been over a week and have not received...