Habit Burger & Grill — Restaurant in Millbrae

I recently visited The Habit Burger Grill in Millbrae, looking forward to a tasty meal, but unfortunately, my experience was far from pleasant due to poor customer service. Upon entering, I was welcomed by the familiar smell of grilled burgers and fries, and the atmosphere was typical of a fast-casual dining spot. The restaurant was clean, and the staff seemed busy but efficient. I ordered a Charburger with cheese and a side of sweet potato fries. The cashier seemed friendly enough and handed me my receipt after I paid. I sat and waited for my order to be called, observing the hustle and bustle of the kitchen as they prepared meals. When my order was ready, I went to the counter to pick it up. However, I quickly noticed I had been given regular fries instead of sweet potato fries. Mistakes happened, so I approached the counter again and politely informed the staff member of the mistake, showing my receipt, which clearly listed sweet potato fries. To my surprise, the staff member insisted that they had given me the correct order. I showed the receipt again, pointing to the specific item that indicated sweet potato fries, but despite this clear proof, they refused to acknowledge the mistake. They claimed that the kitchen never makes such errors and that I must have ordered regular fries. This was frustrating and entirely inaccurate, as the receipt confirmed my order. When I asked if they could correct the order or provide a refund, the staff member's response was dismissive and uncooperative. They stated that they do not offer refunds for incorrect orders and suggested that I had made the mistake. This accusation was unfair and quite humiliating, especially since I had the receipt as evidence. Feeling increasingly frustrated, I requested to speak with a manager, hoping they would be more understanding and willing to rectify the situation. However, the staff member informed me that the manager was busy and unavailable to speak with me. They reiterated that they could do nothing and suggested I accept the regular fries or leave. The situation became more intense when the staff member insisted on receiving an apology for my questioning of their service. I found this demand to be shocking and completely unacceptable. The staff member's response to my concerns only added to the frustration of the situation. As a paying customer, I expected basic courtesy and a willingness to correct an obvious mistake. Instead, I was accused of lying and was treated disrespectfully. Other restaurant customers began to notice the situation, and I felt embarrassed by how I was being treated. It was a simple error that could have been easily corrected. Still, the staff's unwillingness to help and their accusatory attitude made the experience much worse than it needed to be. I left without resolving the issue, feeling extremely disappointed and frustrated. This experience at The Habit Burger Grill in Millbrae was highly disappointing. The refusal to acknowledge a clear error and the lack of basic customer service are reasons I will not be returning. Unfortunately, a place with such potential could be marred by such poor treatment of its customers. I hope the management takes this feedback seriously and works to improve their service. In the competitive world of fast-casual dining, customer service is just as important as food quality, and this establishment failed on both fronts...

The only reason I went was to help out the fundraising event from MEF. However I'm disappointed that it required so many loops to jump through such as you must order from the clerk and that you must show the flyer. Anyways I won't deduct points because of that. The place is not small but it doesn't have many tables so if you have a big party or at inopportune time then you won't find suitable tables there. They also ran out of water from the fountain while we were there. The burgers are dry and tasteless so no idea why it became as big as they are as a chain. The impossible patty has always been dry which is accentuated by so much lettuce. The Charred Double is no better. Honestly I'd highly recommend you go get In-n-out instead. The fries are so-so as well. The only high light is the lemonade and limeade so there is that. Overall, it's a failure...

I rate this place a zero out of five due to the fact that the employees especially one named “Maria” had a horrible attitude towards all the customers and would go back to the cooks and talk about the customers in Spanish, she also felt the need to humiliate one of the customers by yelling at them from across the room due to something with a fountain drink. She made it a very hostile environment which made me and my family not even want to finish our food there. When we told her we were missing something she check the receipt as if we were trying to ask for something we didn’t pay for and gave me horrible attitude when she handed ot to me. And when I asked for her name she didn’t even look at me and give me her name, she gave it to me and walked away. Me and my family will never come back to this location due to this...