Gott's Marin — Restaurant in Larkspur

I used to consider Gott's Marin my local burger mecca. On June 20th, I placed an order (check #107 at 12:57 p.m.), my first since the pandemic struck because I wanted to start getting takeout again.

I ordered online for curbside pickup because of the virus. Sadly, Gott's online system resulted in a lousy meal. The experience at the counter does not translate to the web:

There was no way to specify how I wanted my burger cooked. I prefer medium-rare, but would eat medium (I'll even tolerate medium-well, but HATE well done, which destroys the meat). There were no options for this, not even a text window to write a request. I've always specified this in person, but since no options are given, I supposed burgers would be cooked somewhere on the upper medium spectrum, and be left juicy at least.

Nope - the meat was beyond well done: overcooked and utterly dry. I prefer nothing at all to that. It was cooked to smithereens because their online system does not permit customer preference.

There was no way to request ketchup with the order. So, again, I supposed that if the option was absent, it must be because ketchup was a given.

Nope - no ketchup was included with with my dry shoe-sole burger. Come on - even McDonald's puts ketchup in a to-go bag. If you don't, at least provide an option to ask for it!

The system offers options to exclude ingredients from sandwiches, but not to include them.

I got the Teriyaki Chicken sandwich, but always swap the spicy mayo for regular mayo and it's never an issue. But the online form only has the option to remove the spicy mayo entirely. Not wanting a totally dry sandwich (yet not wanting the spicy mayo either), I was left with no good choice but to take the spiciness I didn't want.

I know they can't allow endless customizations through the web, but really, these are really small asks.

The next day, I wrote Gott's through their website, providing all the details while being really kind and polite. I told them that I don't mind paying $35 for two burgers and a shake, but this was a really sub-par meal because their online system isn't set up with the right options.

I didn't want my meal to be comped or anything; I just hoped for some acknowledgement - or at least a reply. But I got nothing. No answer. Trying to get Gott's to listen to a customer is a black hole.

Now I'm peeved, which I wasn't before. If I can't even get a cookie-cutter reply when I have some feedback based on a bad experience....why invite feedback to begin with? And why would I ever return to Gott's?

Silence is loud & clear for "I don't care", so I won't be going back. I didn't expect them to change their online ordering system for me, but if they can't bother with me, then I won't bother with them. So...

I placed my order received the text my order was ready 20 minutes after I got the text I still hadn't received my food. In a line socially distanced they would call a name once in a while we were all waiting we all gotten a text yet our food was ready ~ but our food was nowhere to be found. When I finally got my food the box was given to me and I was walking away and discovered it had ketchup and mustard smeared on the bottom I had it all over my hands. I was grateful I discovered that before I sat it it in my lap. I returned to the counter to request a clean box and while I thought I had gotten a side of barbecue sauce like I discovered had ketchup instead there was ketchup on my turkey burger as well I do not like ketchup when I told the server how awful my experience was she immediately snapped at me and said “well you’re the only one complaining so there you have it deal with it “i”. GOTT’s I know this is a hard adjustment for everyone in the COVID-19 era but times are hard and if you don’t make it a halfway decent experience coming to pick up curbside you’re going to lose business. Yes And GOTT’s as far as positive customer service ~ you don’t Gott it or...

Ambience, service, location, space and foods are all great. Plenty of parking at Bon Air Shopping center mall where Gott’s located sharing the complex with Sweet Greens, Peet’s, CVS and Mollie Stone’s, etc. Vietnamese chicken salad was delicious. California burger was a medium size and still $16.00. Doesn’t come with fries. In my opinion, folks in Marin county are not generally eating a large portion of food when they served a meal and this place offer adequate serving for a meal. However, it’s a place you order at the counter and get a buzzer to come and collect your food in a brown bowl or a cardboard basket in a large metal tray to eat at your own leisure. Feel like very nicely maintained and each parking stalls are spaced really a far from each other with a white double lined spacers. The large parking is right in front of the restaurant. I think the complex lease might be really high at this wonderful location.

I’ll definitely come and try different offerings, but if you’re tight on food budget and desire to have a large meal that includes fries & salad with the burger, Gott’s may not the best option since with a small basket of fries will cost you...