BurgerFi — Restaurant in Leesburg

First time, looking for a burger joint to feed my two grandchildren. Long walk to get here from our previous store location, my expectatation was simple, fast, one plain hamburger, two kid drinks and a water for me plus an order of fries to share. Not all of us are prepared to go up to a display menu and stand there typing in our order. Absolutely not senior friendly and many seniors simply can't stand very long, my case, but it appeared to be my only option. I wanted a plain hamburger...forget it, this was not an option in the "machine". The drinks on the display did not match the drinks at the station. More standing as my granddaughters went to check out available drinks at the drink station. More standing, more pain. Finally settled for a hamburger with lettuce and tomato because plain hamburger was not an option. Got to the table number on the machine and the icon to choose was so vague even for a well educated person, certainly not easy to see. More pain from standing so long and felt like a rat going through a maze and hitting a brick wall trying to figure out how to enter the table number. Finally asked someone at the cash register for help. Some young person had just come up to his register which I did not know was an option because everyone I saw went to the computer. I had been standing at the computer struggling for ten minutes, young person gets helped first. I had to beg the cashier to come help me with the computer, and while he offered to take my order, I didn't have it in me to start all over again. He finally relented, came around, and showed me the tiny arrow to enter table number. Some of the drinks at the drink station were out. Again, they did not really match the options on the screen. Two young children, one old person in more pain from standing too long for something so simple. Finally got the two kid drinks and sat down. After a long wait a server came over with four burgers. Come on, what's the point of table numbers, it was not my order. More long wait and server brought the correct order, minus my water bottle. Had to get up, hobble over to the counter and request my water bottle. Hobble back only to find there is no ketchup bottle on the table. Get up walk to the opposite side for the ketchup station and....there are no containers to put condiments in. Walk to the counter, get a cup, back to condiment station, back over to opposite side where my granddaughters and I were sitting. Burger was "eh", fries were minimally salted. No salt shakers on the table. No server came over to ask how everything was. In the 45 minutes we were there, no server wiped any of the tables from customers who had left. I saw another station to bring our tray to but by that point it was all I could do to put our items on the tray and leave it on the table. For all that work and having cleaned my own table myself before we ate, I was not given the choice to not add a tip in the price. I am a big tipper, minimal 20% but often much more than that for good service. It's hard work which I understand having worked in the industry in earlier years. No one at this place earned any tip. Won't ever go back. By the way, for 1 hamburger with lettuce and tomato, 2 drink station self serve drinks, one order of medium fries, and a water bottle that I had to get myself, I was charged over $32 dollars. Don't...

UPDATE 11/1/25 - Just heard that they’re closed/closing for good. Not shocking at all. Only shocking part is that the stayed in business for as long as they did.

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This place is terrible. I had an incident a couple weeks ago where I observed employees mistreating multiple customers. One of those workers was a kitchen cook/employee who clearly had no business interacting with customers. The mistreatment was so glaring that I had to say something (despite the mistreatment of those customers having nothing to do with me)… and when I did, that kitchen cook/employee got angry and went back and forth with me. In stepped the on duty supervisor who did nothing but escalate the situation by raising her voice at me. She was rude, unable to control herself, lacked the temperament to be front and center dealing with customers, etc. I was pretty shocked at her unwillingness to do her job of taking the temperature down and calming the situation. She blamed me because as she said (I’m paraphrasing here)… I “shouldn’t be getting involved because the mistreatment wasn’t towards me”. Clearly, that’s an ignorant thing to say, but I wasn’t shocked she said it given how she handled the entire situation. Hopefully, one day someone will educate her and she’ll realize that sometimes it’s the right thing to do to get involved when you observe the mistreatment of others.

When all the dust settled, she knew she hadn’t handled it well. And I know that because when I asked for her name and to speak to the General Manager… she lied through her teeth. She quickly and rudely responded by saying her name was Elizabeth and said that she was the GM. I knew she wasn’t the GM and assumed she was also giving me a fake name. And of course, I later found out that she wasn’t the general manager and her name wasn’t anything close to Elizabeth. It’s shocking that she thought she could get away with either lie these days when 99% of people (especially of her age) have a digital footprint that can be easily found. According to LinkedIn she is an associate manager and her name is Mina Al Q- - - - (not going to put the full name of a junior employee out there).

Ultimately, while I didn’t need any validation on my speaking up based on what I observed… as I was walking out of the restaurant the father of one of the groups (family of four with a special needs child) that I observed being mistreated stopped me and thanked me for speaking up for him and his family.

Their (the employees) inability to understand that how they were acting/treating customers was wrong was pretty shocking. But, having now seen some of the reviews on here it appears I’m not the first to have experienced the major customer service issue they have at this place.

Bottom line - there’s plenty of places to get 3 kids single-patty burgers and milkshake for less than $40. So, in the future I’ll do just that… at least until the owners of that place (David Landry, Chris Landry and Tim Kelly) identify and clean up...

This company doesn’t respect our god given freedoms. Walked in no mask, young lady approached me and asked if I had a Mask, I said no, she said I couldn’t stay inside, I replied there are 5 people in here without masks in so why the need. She replied we can’t make people wear a mask who are sitting down eating. So I sat down and ordered a drink and was told I could sit outside and order my food and eat. So my wife and I decided to sit outside and eat. Waiter took our order. In the mean time a guy walked in with mask ordered his food sat down took his mask off as he waited for his food and push buttons on his phone, no one said a word. A few minutes later an employee walks in with mask in hand no mask being worn and walked behind the counter did what ever she did and then sat down and talked on her phone for about ten minutes. Wow sounds like discrimination to me. We waited 25 minutes for Our food and finally my wife went inside to ask where’s the food, 5 minutes later the food was brought out cold. What a joke 25 minutes to cook two hamburgers, I believe we were targeted because of the no mask. I was very polite at all times for the record. We also ordered 2 waters we were never served my wife had to go inside and get for us and was harassed by the cook with pony tails about not wearing here mask, my wife was holding the mask up close to her face as she was still chewing her food. What is it mask when your eating or no mask when your eating? Again 6-8 people inside the other no masks eating or drinking at there table. This company sucks the employees are terrible at customer service and the food sucks. Highly recommended never going there. Your mask policy is backwards and your company employees target people just because they think they can police people you have no idea who your dealing with ever, I highly recommend attitude training, respect training, the governors order states that people with a health condition are exempt from the order, read the order and follow it just like you try to police people with no masks. Your...