Good Times Burgers & Frozen Custard — Restaurant in Loveland

Okay, here goes my first negative review ever. As someone who has a very high number of people who read my reviews I have done my best to only post positive reviews. This is finally the exception. This store is one my wife and I go to, and it is one of the only fast food restaurants that we go to at all. Normally the food is good, and the service is good as well. Tonight I cannot believe how horrible both were. We only live 3 or 4 minutes from this location. I ordered 2 chicken sandwiches, a cheese curds, and two large shakes. $32.40 later and my drive home I opened my sandwich (not pictured) and my wife opened hers which is the one in the photo. Both sandwiches looked completely smashed. The bun was cold and formed exactly to the chicken like it had been smashed on, and the lower buns on both were soggy. The shakes as you can see we're not close to being full, and had more than an inch before the top of the cup. No dipping sauce for the curds, although I can forgive the oversight on that, but when I called the store to lodge my complaint and speak with a manager the person who answered told me she was the manager and had a book to put my number in, and that she needed to put the phone down to take an order at the window. I heard the order and her tell someone she needed to get on the phone. About 30 seconds later she gets on with me. She starts off by telling me sorry about that wait we just got slammed. As if I hadn't heard the one order she took. I proceeded to tell her what was wrong with my order, where she then began to be argumentative with me about the fact that she was in the kitchen, and she had made my sandwich and she didn't smash the bun, the toaster smashed the bun. I then told her that I could not believe that as a manager and a customer service representative for the company that she would be arguing with me. Her response to that was "I'm not arguing with you I'm explaining myself". To which I laughed. Maybe I shouldn't have laughed but it seemed comical to me as someone who has been in the customer service business on and off for a huge chunk career, and business owner, and would have never spoken to a customer, client, or guest that way. Her response very quickly was "you just laughed at me and that's disrespectful I'm hanging up on you" and then you guessed it, she hung up on me. I tried to call the corporate line instantly after getting off the phone with her to make sure that I was lodging a complaint with the corporate office about a manager that would treat a customer this way. There was no answer on the customer line and so that will be happening during business hours tomorrow as it was 5:18 p.m. when I tried to call. The store number is #135 and my ticket number is 2150 at 4:49 pm. At this point that store specifically has lost two customers because neither my wife or I will ever go there again. While I am working tomorrow my wife will be trying to call the customer service line to get this dealt with. I have had some bad and negative service through many different companies and restaurants before, and this is the first time I felt it was absolutely necessary to lodge a formal complaint as a negative review. I almost failed to mention that both cups were covered in ice cream when she handed them to me, and my hands were covered, and sticky for the rest of my drive home, and the first thing I needed to do when I got home was wipe both cups down just to hand one to my wife. When I was eating my cheese curds about half way down there was a human hair that I bit into and everyone knows just how disgusting that is when it happens. Lastly, they were not busy when I was there, and there was not a car in front of me when I arrived, or even one behind me...

I have been going to this location for the past 15 years. I have usually had good service and good food. Recently I went there and had a bad experience. It seems the crew there has changed. I ordered 7 #1 meals and after paying received only burgers and drinks. I asked where the frys were and was told I only ordered burgers and drinks. He explained that when you order #1 you are only ordering the sandwich. This is the first time they interpreted it that way. So I simply asked them to rering it as combos and give me the frys and I will pay the difference. He asked me to go back around and get in line and he would fix it. When I got back, he offered to give me some free frys if I bought some to make up the difference which would have cost me $10 more than the meal price. I asked for the manager who came to the window ready for a fight. I asked him if he could simply rering it as combo meals and give me the frys. He seemed fixated on the concept that I had not originally ordered meals (their misinterpretation) and refused to rering it. He refused to give me the general manager's contact info as well and told me to leave. This is inconceivable to me that a customer who pays $60 for a fast food meal would be treated so rudely. When we got home and started eating, My daughter's burger was practically raw and cold in the middle and mushy. Definitely a health...

I am a catetaker for developmentally disabled gentlmen. We went to your Loveland location because they had never had your burgers and i told them they were very good. We ordered and i tried to use my debit card and it said authorization failed. He said it was declined. I asked him if he could manually enter it and he refused saying he couldn't manually enter a card on that system. I've managed many restaurants over the last 40 years and I know its possible to enter it manually. Had he been friendly about it I probably would have been ok but he was rude. His uniform was disgusting also. I thought managers set the example for their employees. Not a good example in appearance or customer service. I went to a restauranr down the road and my card went threw. Had your manager tried to work with me you wouldn't have lost a $25.00 sale. I will never go back to your restaurant again and I'm sorry the disappointment my guys had...