BurgerFi — Restaurant in Maryland

I’ve gone to here several times over the years, usually while waiting to see a movie. Food was always good, but lately the customer service has been terrible.

Tonight we went in to get some burgers before a movie and after placing the order and getting a receipt for it, we ended up waiting about 30min until I decided to go to the register and asked where the food was. They said something about the order not having gone through the system, even though a shake we also ordered was brought out and we had receipts.

The person in our group that ordered ahead of us got his food in just a few minutes, and the people that ordered after us also got their food way before we did. It’s not like we ordered anything crazy either. I then waited another 10-15 minutes before going back to the register and asking where the food was. They didn’t have an answer and literally just shrugged. At this point we were already late for the movie and when the food finally came out we had to rush to eat it and get to the movie. By this time everyone else in our group was already done.

It’s not like the place was packed either, so even with basic awareness skills it would have been obvious that a customer had been waiting for food the whole time. It seemed like they just didn’t care to pay attention to what was going on and most likely didn’t care to serve customers at all. I was trying to get a cashier’s attention and someone from the kitchen had to let them know I was at the register because the two cashiers were too busy joking around to notice. And when I mentioned the missing food they both started talking to each other in Spanish and chuckling, so I couldn’t help but feel disrespected. I was about to ask for a manager to get a refund for the food, but I felt like that would have been too much to do since they somehow managed to lose my order in the first place. I was also just too annoyed and hungry at the moment to deal with the lousy service. I would still like a...

I went on a Thursday evening with friends, and the restaurant was somewhat crowded but not overwhelmingly so. I ordered a burger melt, a fountain drink, and the “Cry & Fry” combination of French fries and onion rings (with additional Parmesan cheese and herb seasoning). The food arrived after around 5 to 10 minutes to the table: the burger melt consisted of two juicy, savory patties, melted American cheese, and caramelized onions, all of which left a slight mess on my hands; the taste more than made up for this, however, and the melt itself was deceptively filling for its size. The onion rings were cut thick, with a crispy coating that shattered pleasantly with each bite; my only complaint is that I was only given three of these morsels in the basket, although the sheer size of them makes up for it. The fries were also tasty by themselves, although the extra seasoning was somewhat lost in the mountain of fried food and didn’t add as much additional flavor as I would’ve liked. I came hungry, and even then I wasn’t able to finish all of the fries that came with my meal; I’d recommend just ordering either the fries or the onion rings, not both. The cashier on duty, Oscar, was punctual and very welcoming; I’ll gladly admit that my experience was substantially elevated with the addition of free ice cream, courtesy of his generosity. In total, I spent roughly $26 for a tasty, filling meal; perhaps a bit pricey for what’s essentially a fast food-esque meal, but worth it for the service and quality alone. I’ve had positive experiences at other BurgerFi locations in the past, and my visit here was...

Pretty good food, but expensive, and apparently you have to eat meat to enjoy their Thursday night deal. My husband and I are vegetarians. I do enjoy the veggie burger (note that I was here before I was a vegetarian and enjoyed the normal burger too). I think the food is high quality in taste, but I find it very expensive for the portions you receive, so we tend not to come often. (The small onion rings is only 3 large onion rings, so it also just feels like you're not getting much, even if the rings are big.) We know Thursdays they have a deal for a cheeseburger, fries, and beer for $10. Checking first that the veggie burger and the cheeseburger were the same price, we went assuming there'd be no problem substituting the veggie burger for the cheeseburger. Unfortunately, when we asked if this was possible, we were met with a fast no. This was extremely disappointing, since we don't eat meat for both health and environmental reasons. Needless to say, we won't be returning.

UPDATE: Disappointed by the insincere response from the owner below, (notice I'm one of the only people who was not addressed by name and they made no effort to make things right) I sent an email to BurgerFi's customer service but received no reply whatsoever. I certainly won't be returning at this point, and I encourage you to bring your business somewhere they will value you...