Herbie's Burgers (Troy) — Restaurant in New York

Huge Herbie’s fan. I have been to every location, but this one. No clue why I have never tried it before now. I tried it today and it is my new favorite location!

The food is great, as always. However, they don’t burn the onions or the patties here- just perfectly caramelized. The best feature is the STAFF! They were 10 out of 10 amazing! So warm and welcoming, so polite and professional. I honestly think they would be phenomenal trainers for the company (or any company, lol). Everyone that hit the door got a warm hello. They called out from the kitchen to let customers know they would be with them in a moment if they were in middle of something. They were super fast filling orders. They smiled and they were conversational. It was great. The staff here are the total package. It seems like they are the last piece of the puzzle. All the Herbie’s locations already have great food and a fun vibe. BUT these particular employees brought professionalism, excellent customer service, and friendliness into the mix. Herbie’s Troy feels like a local burger joint and NOT a chain.

The employees on the afternoon I visited were a young person of color with piercings, a neck tattoo, dimples and a neon green Herbie’s beanie, and a young African American man that was taller in stature and wore his hair in twists. I should have gotten their names, but forgot to.

I sincerely think these two are running a well oiled machine and making the place feel like a second home. So many regulars came in while I was there and the staff knew their orders by heart as soon as they walked through the door. I could see how special that made customers feel. I have never seen such big smiles from people picking up a fast food to-go order. If Herbie’s employs trainers, please consider these two staff members for these roles. It is a rare find these days to encounter employees who are skilled in hospitality and demonstrate pride in their work. I feel fortunate to have experienced these two employees demonstration of proud and skillful work today. Troy is now my...

I would give ZERO stars if I could for this location. Overall GROSS customer service.

My husband, daughter and I went to the Herbie’s location in Troy after spending the morning moving - We came right from returning the U-Haul.

My husband needed to wash his hands and was refused to use the facilities because there is a hand written note on the (public facing) bathroom saying the bathroom is not for public use.

My husband went back and forth politely with the employee at the register saying he only needed to wash his hands. The front clerk ended up agreeing… but then from the back curtain the manager comes storming out to exercise her/their power and stops my husband from going into the restroom to wash his hands.

Rude as can be the manager says there is no way they will allow my husband to wash his hands. (After paying $40 for our food mind you.. we didn’t just wander in off the streets into the shop, we were paid customers)

My daughter asked if there was hand sanitizer or another method he could simply wash his hands.

We were advised there was no hand sanitizer and additionally the HBIC didn’t offer ANY positive resolution. Just continued to act in bully fashion defending their ridiculous policy.

My husband washed his hands outside with water bottles before we ate.

Our sodas ended up not tasting like they should have at all, the taste and carbonation were off — I brought it to the counter only to be told they’ve been having a problem with the soda dispensers…. Like they knew it was bad and had us buy and consume it anyway!! - they gave a much smaller bottle of coke “free of charge” in replace of the undrinkable soda.

Will not return. Definitely don’t recommend...

I recently had the pleasure of dining at Herbie's Burger, and I must say, it was an experience that exceeded all expectations. However, what truly made this visit memorable was the outstanding customer service provided by Saaed. His dedication and attentiveness went above and beyond, and I feel compelled to share my appreciation, seeing that he would take the extra tip i offer him and instead put it in the tip jar especially after a nagged him to keep it to himself.

While my partner and I were enjoying our meal, Saaed took the time to check up on us, ensuring that everything was to our satisfaction. His genuine concern for our happiness was evident, and it immediately made us feel valued as customers. We mentioned that we weren't particularly fond of the fries, and without hesitation, he had them remade to our liking. Such proactive and thoughtful service is truly commendable.

His genuine and friendly demeanor created a warm and welcoming atmosphere. We were thoroughly impressed by his professionalism and dedication, as he went the extra mile to ensure that we were completely satisfied.

It's worth mentioning that despite being regular customers, we had never felt compelled to leave a review before. However, Saaeds exceptional service deserves recognition. His commitment to customer satisfaction is a testament to the values held by Herbie's Burger, and it has left a lasting impression on us.

Food was great by the way, and the remade fries...