The Counter — Restaurant in Los Angeles

WORST customer service.

I fly frequently for work, and I have never in my life had worse customer service than from The Counter in LAX. The first time I went, a month or so ago, the woman at the register was rude. I thought maybe she was just having a bad day, so I let it go. I was there this past Thursday and had the same woman. I guess all of her days are bad days, because she was incredibly rude yet again. On this particular occasion, I ordered a Coke. After she gave me my receipt, she said, “Let me grab your Coca Cola.” I stepped away from the counter to wait for my food and then realized she had given me root beer. It’s no big deal that she gave me the incorrect drink, but I am not a fan of root beer, so I waited for the line to die down and went back to the counter. I said, “I’m sorry to bother you, but I ordered Coke and this is root beer.” She snapped at me and said, “I GAVE YOU WHAT YOU ORDERED WHICH WAS ROOT BEER!” I politely told her that I ordered Coke. She reiterated that I was wrong and she was right, so I told her I’ve never ordered root beer in my life because I don’t like it. She snapped again, “WELL it doesn’t matter, I will just get you a new drink even though I gave you what you ordered.” She then grabbed the root beer from me and chucked it in the trash.

It was a much bigger deal than it needed to be, and I don’t know why she got so heated about it. She had even said, “Let me grab your Coca Cola,” so I know she heard my order correctly. I’ve worked in customer service for many years, and I’ve never encountered anyone as rude...

Love love love the food- poor poor SAD service!

This is probably my favorite neighborhood hangout. I've been here so many times and it's the same story each time every time. Fun decor, good music and a pleasant atmosphere! I always order the same thing : 8oz all beef burger (cooked medium) perfectly juicy, topped with Danish bleu cheese, tomato, grilled and fried onions,sautéed mushrooms and grilled pineapple, with a side of house made tzaziki sauce(delicious) and sweet potato fries. You can build the burger of your dreams- do it! Everything is made fresh and the taste is simply... Amazing ! The only reason this review has 3 stars is the service. Being in the restaurant industry myself I know how stressful and difficult can the job be and yes it's not a dream job but professionalism counts. Your contact with the server will last approximately 3 minutes. You kinda feel guilty for being there. If you need them they will be at the server station right by the restrooms on their phones or talking to each other. Or in the kitchen doing the same thing. Very limited contact with the guests. Again, I understand that it's Times Square but professionalism counts. Plan ahead that even though it's a burger place, it will take a long time for your food, and occasionally you will receive someone else food. The burger and desert will set you back about $25-$30 depending on what you are looking for, but believe me the food...

I would give Counter 3.5 stars but it doesn't seem to be able to let me give the half star...the food was decent- literally an embarassment of riches. I ordered the garlic parmesan fries and it was ginormous. I feel terrible for the extended potato family that died for the meal I was unable to finish. The ratio of potato to sauce/flavoring was very unbalanced but not horrific and the fries were mostly crispy and not overly greasy. We ordered the kids grilled cheese which was basically a cheeseburger with no meat - we added the bacon but asked for it on the side which kept the bacon crispy. Again, huge portion for a kid. A lot of the reviews say they're overpriced but having been to other Counter locations, this doesn't seem any different from their prices and I believe the portion size is to offset the price- just not practical when there aren't any tables to eat at because it's a small location. The service was also decent- everything was clean, the staff was masked, it just seemed slow given the need for efficiency for flight timetables: I understand they were busy as they had just opened for lunch and it's during the holidays and a pandemic which is why I wanted to add a half star for them showing up because they are definitely not appreciated enough for doing an often...