Burger UrWay — Restaurant in New York

We have been loyal customers of Burger UrWay for nearly two years and for the most part have enjoyed their food, several times it arrived lukewarm and more than once we had to re-heat it, but overall it was a good experience. However, today has permanently changed our opinion of this business. We had several issues with our order (everything was cold, the milkshake had melted, we were missing one of our sodas, and the bacon burger was missing the bacon), so we called the restaurant to get the issues resolved. The person who took the call was rude, put me on hold for over three minutes, came back on the line and acted as though he did not know why I was calling. After repeating the issues, he asked what I wanted, but before I could make a suggestion, he presented two unacceptable options to resolve the issues (full refund and they would pick up the order, or get a replacement order to arrive at an undetermined time and they would pick up the bad order). When we explained that we have been waiting nearly two hours for our food and just sending a replacement order would not be enough, he asked me to hold. I was surprised when he returned to the phone and asked me what I wanted to do. It was as though a reset button was pressed, except that when I asked for a new order and a credit on our account, he interrupted me and explained that they gave me my options so which do I choose. Again, I explained the inconvenience of the situation, and again he put me on hold. Now I was thinking, this must be when I will get to talk to a manager, but instead, the same employee came back on the line and would you believe he again asked me what I wanted to do. This experience continued for several minutes. After we could endure no more, we concluded the call, informed them that we would no longer do business with them, and lodged a complaint with the food...

I only gave it 3 stars because the Burger was good as for the establishemet we were sitting at the table eating and the pumper truck for the waste pit arrived and drag the hose in filthy with grease and who knows what other feces was on the hose the workers had dirt and oil covering them drag hose behind the counter and while food was being cooked procced to pump out the east oil over cooking food ask the manger why would you allow this to be done for one while we are eating and two over food that is cooking her response was we do it this way all the time and if you don't like it take your food to go that is something that gets done whip the place is closed and food is not being cooked her rest was once agin this is how we work so I find that to be a...

Any good review from them must be from people who have ordered inside the restaurant because their delivery service is absolute trash. I've tried them twice already and each time took almost 2 hours to deliver a burger and fries. And then after telling the man I'm not coming outside after waiting 2 hours he says he's returning the burger because there is no parking nearby. Doesn't even ask if I'd like to wait for him to find parking, just straight up tells me he's leaving. And they deliver cold food. This...