Luther Burger — Restaurant in Midlothian

My husband placed and paid for an order at Luther Burger on Hugenot Rd and asked if I could pick it up. I've never picked up an order from Luther Burger, but I assumed it was like picking up at any other takeout restaurant. I walk in advised the young lady that I was there to pick up an order. I provided the last name, and phone number. She asked if I had a receipt and how the order was placed. I'm clueless, I'm just picking up and possible paying. My husbands on meetings all day, I'm trying to text and call to asked for the information. In the mean time I conveyed to the young lady this was a disservice because that leads me to believe preparation for the order had not started. My husband finally respond with Grub Hub and a image that wasn't coming through. In the mean time she advise they can't see their online orders whether you paid or not. As she's conveying this her tone is changing. So I quickly hit the record button, and took a quick look around noticing there wasn't a notice of any kind acknowledging be ready to produce a copy of your online receipt....how was I to know.. I advised her of this Respectfully. When I brought to her her attention rudeness, tone, and the disrespect...she screams I might as well cancel my order because I'm not getting anything from there and yells get out as she glace at the Sugar Shack employee in the order enjoying his lunch....,I did advised I had been recording and that's only when she wanted to gain a little respect. I spoke to my husband and advised of the issue. He contacted Grub Hub and canceled his order. According to Grub Hub, they're not aware of an online issue. I would definitely recommend some customer service training and notifying customers of changes, door notices would be great. I've eaten from this establishment before and the food was great, but the level of service I received today was the...

Edit After Owner Response: Thank you for addressing my concerns so quickly. It is appreciated. To better explain what happened, the food we received was in a small luther burger to-go bag, but was not folded closed or taped shut in any way. It was left on the porch for us by the driver, and the bag had been handled by her open as well. The crab burger was wrapped in paper with the lettuce wrapping and crab meat exposed, then slipped into a fry container. The fries were also open on top of the bag in a normal fry container. The turkey burger was at the bottom of the bag, neatly wrapped in paper completely, so this one we split. All of this would normally be a completely acceptable way to package food, if it was being given to me straight from the server. But since it was left in the hands of someone else for 40 minutes, we just can't be sure.

Boosting rating to 4 stars, because we generally do like the food and appreciate the rapid response. Thank you.

ORIGINAL REVIEW: Food is good here in general, or at least typically, but with Covid-19 happening and everything, I should feel my food is safe from the environment and people when it is ordered on a third party app (UberEats). I received my food from my driver 40 minutes after I ordered, with the fries and one lettuce wrapped sandwich open to the environment with zero protection. For all I know, my delivery driver could have coughed or sneezed around the open bag, in a time when illness is rampant. Because of this, we had to toss out the food and make a food safety complaint to UberEats. We decided to split the sandwich that was wrapped, but we couldn't tell if it was the turkey burger we ordered or beef. It was flavorless. All in all,...

I step up to the counter and of course no one was there while the young girl who was supposed to be at the counter had her back turned flirty talking with some older guy I guess was the cook. This is par for this area in most "faster" food restaurants where children are hired who want to concentrate more on their phone than the customers.

The burger was flavorful and quickly prepared although a very small patty for the price.

Condiment packs are given on the side, but they may might want to make sure those little packs are clean before they put sticky ones covered in old ketchup from busted packs in your bag. Not quite sanitary I'd assume.

The Crab Burger was blah, and was more like loose Special/backfin grilled hard then packed onto a bun, and with the only condiment being cocktail sauce, which was promised but omitted from the to go order, and no tartar sauce available, which I prefer, it was bland and lacking and a bit burnt on the outside from over-grilling.

I didn't try the fries since they are Frozen and pre-packaged and just dusted with flavoring from powders that include god-knows-what preservatives, anti-caking agents and chemical flavorings

With better burgers at the $5-6 range available, and no good memory of the crab sandwich, I have little motivation to come back, but I will to try the other sandwiches and milkshakes, despite some poor reviews, before giving a final updated assessment.

They really need to Beef...