Burger King — Restaurant in New Castle

Dear reader, humor me a moment and put yourself in this situation. You're working the night shift at burger king. It's late, there's a long line of cars at the drive through, and a customer provides proof they have been charged for food they have not yet received. The food in question is one burger. What would you do? If you answered "give the customer the burger" then congratulations, you're more competent than anyone at this burger king.

I'll skip over the mess that is the burger king app, as that's just a general burger king problem. What makes this particular establishment 'special' is the service. Upon arrival we found that the store was only open in drive-through despite the fact that the app allowed us to order for take-out. We waited a half hour in line before we got to talk to anyone, not because the line was unreasonably long, but instead because it was moving unbelievably slow. Once my fiancee and I got to the point where we claimed our orders, we discovered only one of our two orders went through fully. I say "fully" because despite the order not showing up in their system, checking our bank account showed that we were still charged for it. This is an issue that has plagued burger king's mobile ordering for as long as we've been using it, but it's usually not that big a deal since the locations we usually go to will honor the order when we show it to them and explain what happened. The server at this particular establishment opted, instead, to tell us there was nothing she could do since they never received the order. I remained respectful (after all it isn't her fault the system bugged out and since we are talking over the intercom she couldn't see the proof that we had indeed placed the order) and explained what the order entailed and that once we drove around to the pickup window we could prove that we had already paid for it. She was adamant that there was nothing she could do, but we had been charged for that food and waited half an hour in line for it so I persisted. The manager got involved, and this is when the core issue became apparent. He refused to even hear us at first, talking over us and telling us we would have to contact our bank for a refund.

You can perhaps imagine why we were not satisfied with that answer.

We drove around to the pickup window for the order that they had received, and as we were now face-to-face I could present her with the two completed order screens in addition to the bank account showing both transactions. The manager got involved once again, and now I should make one very important clarification. The acting manager was not the actual manager, but instead the assistant manager, and it was abundantly clear he had absolutely no idea what he was doing. After seeing the screens, and realizing the line wasn't moving until he rectified the situation, rather than simply giving us the one double-whopper sandwich that was on the order (not even a meal!) he opted to CALL THE MANAGER AT MIDNIGHT to ask what to do. This is probably the easiest complication to deal with in food service (second perhaps to being out of orange fanta) and the person they left in charge for the night had absolutely no idea what to do. Looking around while he was on the phone, I realized none of the people in the kitchen did. None of these people could think for themselves. The manager, of course, told the assistant manager the obvious solution, and we were on our merry way. This is why the line was moving so slow, because any time they encountered an issue they were like deer in headlights and their acting manager was useless.

In summary, McDonalds is right next door. Go...

I haven't had Burger King and over a year and this one day which was December 7th 2022 I decided today was the day I was going to treat myself and splurge on a Whopper. I was greeted by a really nice young man named Steven who was at the cash register at the Burger King by the 273 and Route 13 intersection. His persuasion was very convincing to order the crispy chicken sandwich and I emphasize crispy chicken sandwich that he himself was going to take one home and from going from what I initially wanted which was a Whopper, I decided and now just go ahead and get myself and my girlfriend or crispy chicken sandwiches well, but spicy. After saying goodnight and thank you I get to my car and I open up the sandwiches after driving away (naturally) and what laid before me was beyond comprehension. I had the most soggiest, soaked bun, slap of wet meat drenched in mayo and what I think was hot sauce that was Dripping and seeping through the wrapping paper on not just one sandwich but both and was so disgusting after I could barely hold on to it from its sliding everywhere and dripping all over me that I couldn't even get through a second Bite!!! I give these guys a 1/2 a star for having a polite gentlemen at the register, but anything else is a big ZERO! Worst fast-food experience...

This location appeared to be under staffed when I visited on Wednesday. To be fair, I do come here occasionally and it’s not always like that here. This may be a one off situation, however, it did contribute to a lengthy wait after I had ordered in advance using the Burger King app. Lengthy? I ordered from home on my app and departed for a 5 minute drive. I arrived and there were no cars in the drive through queue. I waited another 5 minutes before receiving my order. In the app I customised my impossible whopper and requested no mayo. After eating a bit more than half of my burger, there was the sloppily applied bomb of condiments including the mayonnaise I specified no to. Maybe I should have selected no cheese to get some free cheese. Hmmm. Hey, it’s Burger King. I know I’m not going to receive evenly distributed condiments and toppings. I know it’s not going to look like it does on the promo posters displayed in the windows. Besides the mayo mess I had used some “crowns” to obtain a free large side. What I received was a 2/3 filled large container. At least my “medium” side was free. Again, to be fair, at least everything was hot and...