Burger King — Restaurant in Lawrence

I went there for lunch today and am really getting tired of the lack of customer service that this store has shown over the time that I've been in Lawrence (about 3 years now).

There is always something wrong whether it being the service or the food.

Today I decided to stop in. When I got there the west parking lot was full and there were a couple of cars in the drive-through, so I decided to go in and order.

When I went in there were a couple of people at the front so I thought 'no problem, won't take very long'. However, it took almost 5 minutes before anyone even asked if I had ordered, and by this time there were 3 people standing there, waiting for their orders.

I ordered 3 sandwiches (special) and a large fry... nothing big or too complex. From that point (which was somewhere around 12:20-12:25), I waited... and waited... and... The customers who had been waiting already ended up waiting at least another 20-25 minutes after I ordered before getting their food.

The excuse to everyone was that the cook was new. I was getting a little frustrated but was trying to be understanding.

However, people who came in after me started getting their orders and I still hadn't gotten mine. After the 3rd person got their order I finally went back to the counter, and waited at least another 3-4 minutes until someone came by. I finally caught the employee who was doing the order taking from the front (who was nice and polite) and asked what had happened to my order as 3 people who ordered after me had gotten their orders. He asked me what I had ordered and I told him. When he looked up on the board he couldn't see anything like that. I was really getting frustrated and again said that I had been waiting a while, probably at least a half hour at that point.

He said he was sorry and that they had a new cook, but he would get right on it. He again asked what it was that I had ordered and I told him.

He went back and worked with the cook and got our sandwiches made, and then came back up and got the fries.

By this time I was getting a headache and needed to go, so I got my food and turned to go. I saw a lady who had ordered after me but still hadn't gotten her order and I told her she should check on hers since mine had gotten lost. I walked out and came home.

When I got home (after explaining to my wife everything that had happened), we took the food out of the bag and were not happy... her 'Whopper Jr' was: 1) smaller than my double cheeseburger (it looked like a slider, to be honest), 2) had extra onion (when I asked for light-condiments), and had no cheese (I specifically asked for cheese). I also did not get a receipt so I cannot take the survey or refer to it for sales info.

My wife had gone there for breakfast a week or so ago and had problems with her order that ended up taking long enough to fix that it made her late for work, and the employee there said it wasn't their fault. Really? You can't get an order right twice and it's not your fault? The employee also had an attitude.

We have had enough trouble from this store and will not be going back. We will be calling and talking to their manager and their District Supervisor about this, as well as corporate. Something needs to change there and fast.

(Edited for clarity and...

So on National Hamburger day Burger King was running a promotion to get a free cheeseburger with a purchase. We went and placed an order. As soon as we got to the drive thru window to pay I reminded the lady about the promotion. She immediately got an attitude and advised that we had to scan a code through the app. So we literally pulled up the app at the drive thru and asked her where to go. She immediately got mad and said she didn't know how to do that and said we should've let her know we wanted to do the promotion when we placed the order. I paid full price for the extra cheeseburger and did the survey on my experience. Today went to Burger King. I had a $25 gift e-gift card in my Google wallet. I placed my order and went to the window to pay. This same woman was there and she immediately informed me that she didn't know how to scan the gift card. She called another employee named Bernard to help. He tried to scan it but instead of scanning the gift card he scanned my debit card that was in my Google wallet. I immediately asked if I could get $25 refunded and use the gift card. The woman said she didn't know how to do that so she called another person on the phone and asked them. They didn't know how to either. She starts to tell me that I need to call my bank to get a refund. I work for a Bank and I told her that. The bank doesn't issue refunds. You can dispute charges through the Bank but it is the merchant who issues refunds. She again said she couldn't refund the $25. So I asked could she refund the total order then. She tells me no she cannot and that I need to call the Bank. I asked for the manager. She advises me that she is the manager. I ask for her name and she tells me that I should've looked at her name tag and covers the tag with her hand so that I can no longer see it. She then cancels my order. Also I paid $1 for their local school promotion. So not only did they steal my money and refused to return it, I didn't get any food, nor the coupons for the promotion they were running. I like Burger King but this woman is a mess. She's incredibly rude and unprofessional. Bernard was empathic to the situation and he tried to see if he could do anything to refund. She just flat out refused, canceled my order, and then shut the window on me. I've had 2 instances where she doesn't know how to do something. As a manager you'd think she'd want to know and/or learn how to use the technology that the store has but she doesn't and her poor unprofessional attitude doesn't help. I put in a corporate complaint for the theft of my money and the managers poor attitude. And I advised them I don't want any digital coupons. I want my money back. Heck they don't know how to use digital coupons...

This REALLY HAPPENED one night: It was about 10:00 PM and my wife and I wanted some quick snack food. It was when they had what they called "tacos" on the menu (for a frame of reference). When we pulled in off 6th street into the parking lot, there were a few cars parked - both in customer spots and along the South part of the property. The sign said they were supposed to be open and all the lights inside were on. A random employee wearing a uniform was outside taking a smoke break - basically on the West side of the building, which didn't seem very professional. I pulled up to the speaker but had to wait because there was a customer in front of me seemingly placing their order. It took them a LONG time to "order", but I just chalked it up to living in a college town - pretty normal... Then it was finally our turn to order food order at the speaker. I waited about a minute, and there was nobody that came on and said "thanks for choosing Burger King, can I take your order?". So I began to talk to the speaker, saying "hello?" "Is anybody there". NO RESPONSE, whatsoever. After five minutes of debating what to do, we started getting pretty frustrated and more hungry by the second. I ended up driving away from the establishment when someone finally came on the speaker and said "we're closed". I told them that their sign said they were open until at least 11:00. To my surprise, the person said "I'm sorry but we don't have any cooks". My jaw dropped to the floor of my car. I was so mad and 'hangry' that I left immediately. There were all types of "sus" people coming up to the back door and something was just REALLY SKETCHY. Everyone that I saw gave me weird looks, like they were paranoid. Not sure what was going on, but we've NEVER WENT BACK SINCE THEN. Things may have changed since the remodel, but I can't speak to that.

For some reason this particular Burger King lacks all of what you may expect in a fast food joint... The floors are always dirty - especially in the bathroom. I don't know if that's their fault or their patrons. On several occasions the men's restroom was closed, making it uncomfortable for me after eating - or even to wash my hands before eating - yuck! The food was usually luke-warm or cold when I did get any... just doesn't compare to the other stores in town. Hands down 1 out of 5 stars....