Burger King — Restaurant in Leesburg

I am writing to express my profound dissatisfaction with the abhorrent service I received at your Leesburg location on Thursday, June 20. My GrubHub order, number 570002, was delivered at 6:25 PM, but it was incomplete—the chicken fries, which were the primary reason for the order, were missing.

This incident was particularly infuriating because it was meant for my son, who is an incredibly picky eater and was eagerly anticipating the chicken fries. I was unwell, and the whole point of using a delivery service was to avoid leaving the house. Instead, I was forced to drive to your location to rectify an error that should never have happened in the first place.

When I arrived at 6:59 PM, I approached the front service counter to address the missing item. The employee who “assisted” me did so with a dismissive and unprofessional attitude, smirking and laughing as if my situation was amusing. He had the audacity to say, “Oh, you didn’t get a refund from GrubHub? Ha ha.” This response was not only inappropriate but downright infuriating, given the significant inconvenience I was already experiencing.

I had to assertively inform him of the seriousness of my concern and the necessity of receiving the missing chicken fries. Eventually, my order was upgraded to a 12-piece chicken fry, which I appreciated, but the unprofessional conduct was unacceptable. I left your location at 7:04 PM and arrived home at 7:18 PM.

During my brief time in your establishment, I observed bickering and complaints among staff in the kitchen, and a tall, skinny employee wearing a hat was pacing back and forth, glaring at me. This juvenile and unprofessional behavior reflects incredibly poorly on your management and the quality of service.

Your staff must understand the critical importance of customer service and how their actions impact the overall customer experience. Effective service recovery and strong leadership are crucial for improving and maintaining customer satisfaction. A simple acknowledgment and apology from the manager could have significantly improved this situation.

While I am relieved that my son eventually received his chicken fries and even exclaimed, “This is the best chicken ever!”, it is utterly ridiculous and unacceptable that I had to endure such an ordeal to get what I originally ordered. This entire experience highlights significant issues in your customer service that demand immediate attention.

I know I am not the only one who has experienced such poor service, and I am not ignorant to the fact that others have likely faced similar frustrations. This situation must serve as a wake-up call. It’s time to take decisive action to prevent such egregious lapses in customer service.

I urge Burger King to address these issues promptly and with the seriousness they deserve. The core of your business is to provide satisfactory service and food to your customers. If you cannot meet this basic expectation, it calls into question the purpose and effectiveness of your operations. What concrete steps will you take to ensure that such incidents do not recur? How will you train and motivate your staff to perform better and uphold the standards expected of them?

I look forward to your response and the measures you will implement to ensure this never...

By the time Google approved this review, I was still waiting in line. Pulled up around 7:55pm on 12/2/23 and I'm writing this review at 8:22 where they have processed 3 cars at this point. When I worked here I could've made everything fresh for each customer and get them through faster. I've read a lot of reviews about people here having personal conversations while working and today was no exception. People driving out of the drive thru cause of the wait. As a manager, it makes me wonder how this location is making any money paying people to goof off when you're busy. When Angie ran this store, it had d* near 5 stars for the 11 months I worked here and it all went to H* within the following year and I figured it would've fixed itself after Covid but it didn't. This Burger King as well as many other franchised restaurants are owned by Quality Dining Inc. Everyone needs to stop supporting this company.

I have never seen the fryers oil ever drained, cleaned, or refilled in my 11 months of working here from the day it opened. All the hot trays that hold your whopper patties, chicken, fish, nuggets, chicken fries, etc, have timers that when they go off mean you have to throw away the product and make it fresh to ensure quality and nobody gets sick. They just reset the timers a couple times before tossing stuff so they "don't lose too much profit" to quote the old manager. They would cross contaminate the fryers putting fish in whatever fryer was available regardless of the fact they only had a fish timer on one of the fryers for good reason. These franchises are absolutely awful if you want quality food because they aren't funded like corporate stores are so they are going to do anything and everything they can to pinch pennies.

Sorry for the rant but I hope I made my point clear Btw I finally got my food @ 8:35pm and my chicken...

BK crew working the drive-thru on 10/13 around 5:30 pm. Already had to wait in line for about 10 minutes before getting to window 1 to pay. I noticed 2 female employees literally hanging out of window 2 speaking with some guys in a landscaping truck in the parking lot. At first, I thought it was an argument because of how loud they were. The girl at window 1 told me to wait there and not pull forward to get my food. I thought she was going to get the food and bring it back, but apparently it was so the girl(s) at window 2 could continue to talk to their boyfriends in the truck. Only after they were done talking, which was at least a couple of more minutes, was I "allowed" to pull forward to get the food I paid for. F'n ridiculous. I'm usually a laid back kinda person and let things slide, but you DON'T MAKE PAYING CUSTOMERS WAIT IN LINE SO YOU CAN CARRY ON PERSONAL CONVERSATIONS WITH YOUR BF in the drive-thru. Grow up. Needless to say, seeing how these employees act right in front of your face makes me wonder how they handle your food behind the scenes. WON'T BE COMING BACK TO THIS...