Burger King — Restaurant in Lawrenceville

Formal Complaint Regarding Poor Service and Staff Misconduct – June 10, 2025

To Whom It May Concern,

I am writing to formally file a complaint regarding an extremely disappointing and unprofessional experience I had at your location on Tuesday, June 10, 2025.

I placed a drive-thru order for a Bacon King and specifically requested no mayonnaise. Upon receiving my order, I opened the burger to find not only mayonnaise, but also jalapeños—an ingredient that doesn’t even belong on a Bacon King.

I went inside to request a correction and approached the young white woman with tattoos on her arm working the front counter. I explained the issue with my order. She said nothing in response, took the sandwich, turned around, and walked away. At the same time, the team member who took my order at the drive-thru, Shaniyah Lee, gave me a dirty look and walked away from the window. When the sandwich was returned to me, it was tossed back at me with an attitude, and again, no words were spoken. Despite their rudeness, I said thank you and left.

On my way out, I called Julia McKenzie, a shift leader I personally know, to report the incident. She was already en route to the store, so I returned to follow up with her in person. Upon reentering, I found the front counter staff still dismissive and nonchalant.

At that point, Shaniyah Lee admitted she accidentally clicked “jalapeños” instead of “no mayo” on the order screen. While I understand that mistakes happen, the lack of communication and rude behavior made the situation worse. When I attempted to turn the moment into a respectful coaching conversation (as I am a professional coach), her attitude escalated. She questioned my age and, shockingly, threatened to bring her mother to the store to “beat my ass.” I felt threatened and had to defend myself physically due to her aggressive stance. Throughout the incident, she was loudly cussing while still on the clock and on her phone, and mentioned her mother had “heat,” which I interpreted as a possible threat of violence.

Shaniyah then followed my family and me outside, taking pictures of our cars in what felt like an effort to antagonize or intimidate us further. The entire incident was inappropriate, unprofessional, and deeply unsettling.

I attempted to escalate the issue through the proper channels, but unfortunately, it seems there is a culture of neglect at this store. The manager, Andrew, appeared disinterested and dismissive of the entire situation, and when my husband spoke to District Manager Ben, he seemed equally unconcerned. The lack of accountability from management is alarming and suggests a broader issue with how this location is operated.

This experience was not only frustrating—it was unsafe. No customer should ever be treated this way, let alone threatened by an employee and followed outside the store.

I strongly urge Burger King to investigate this matter thoroughly. This location needs new leadership, better staff training, and a serious evaluation of the current team’s behavior and professionalism. Until then, I will not be returning to this store, and I will actively discourage others from doing so.

Thank you for your time and attention to this matter. I expect a prompt and...

I have been coming to this BK about 3 or 4 times a week for the last year. I have continued to come even though they don’t skim their oil causing the fries/hashbrowns to be horrible at times. A few weeks ago I was in there and there was a new manager there. We had a nice conversation and I told her it seemed like she was going to be the one to get the employees to actually work. She was keeping them on task. I went by yesterday and asked for a bbq sauce as I always ask for and was told it would be .32 and was that okay. I said absolutely not. That is not okay. I asked her had she already charged me for it and she said no. I waited for my receipt but she never gave it to me. The manager (who has also never charged me for bbq sauce) came to the window and said the new dm says they have to charge. Okay that’s fine. I asked for a refund. I guess the new dm doesn’t care about customer retention. She asked for my receipt for the refund. I said your employee never gave it to me. She took my card and closed the drive thru window for about 5 mins. She opened it and said the DM said to just give it to me. I said no id still like a refund and will take my continued business to an establishment who will appreciate it. She closed the window again for a few mins and opened it to hand me cash, my card and the receipt. Remember I said earlier the employee told me she had NOT charged me for the sauce? And the manager said the dm said to just give it to me? Well the reason the employee didn’t initially give me the receipt is because she had in fact charged me despite me telling her it was not okay. So this restaurant is ran by employees who are not truthful. I will NEVER return and will tell everyone I know for the simple fact that both the employee and manager lied to me. Think about how much money they make off of people each year by lying to them. This was just a quick lunch but normally I get breakfast and lunch from there as it is right around the corner...

I don't typically eat at this particular Burger King due to its distance from my home, but the few times I have eaten here in the past the food and service was good. This time was completely different. I went through the drive-thru and ordered the original chicken combo with cheese, on-the-board (cut in half), and large coke light ice. I paid for and received my food in a timely manner and continued my drive home. I started eating fries as I was driving home and noticed they tasted a little off, but that wasn't a wasn't a deal breaker. They were most likely cooked in old cooking oil. When I got to my sandwich I was completely disgusted by the way it was thrown together. Gobbs of mayonnaise dripping from the sandwich. The lettuce looked old and the cheese was melted out on to the wrapping. The mayonnaise that remained on the sandwich was bubbling like the entire thing was nuked in the microwave. My initial reaction was to ask for my sandwich to be remade, but by the time I made the 5 mile trip back to the restaurant I decided to ask for a refund. One would think this would be an easy task, but NO. I stood there for an extended moment in time and ended up leaving with no sandwich, no apology for the poor preparation of my food, and no refund due the inability of the manager on duty to properly process a refund. To top it all off, when I asked for my receipt back to just end the whole process the cashier threw my receipt on the counter and said, "Here!" with an obvious tone as if she had something to be upset about. 😡 I am the one who had an ill prepared meal which I paid for and had to leave without a refund because the staff is incapable of processing a refund. I will never eat there ever again. Customer service and quality food is all it takes to have a satisfied repeat customer! STOP SERVING SLOPPY NASTY FOOD AND AN APOLOGY GOES A LONG WAY WHEN A MISTAKE HAS BEEN MADE. That is my advice to the people working in this particular...