Jackson Hole Burgers — Restaurant in New York

UPDATE: I gave 3 stars but changed it to 1 star because the person from this restaurant can't handle the customer service. He tried to give a 20% discount for next order, probably for next overcooked no salt burger or a free desert. I gave him the list and a bill what I ordered. After this he told me: "Tip would of been $16.74". After tried to gave me a refund for $8.35 (50% from mandatory tip) and to provide him my credit card nr for this))) He answered here GRATUITY is not MANDATORY but in my email finally see the tip, the tip what was already in my bill without asking me. You had a chance to apologize but you told me I'm a liar. Probably you need to add salt to your burgers and some easy souce :) I ordered medium but I got well-done. My friend ordered medium-well and the same well-done, his wife ordered well-done and she got very-very well-done. I was hungry and it was ok but no the best burger, it’s overpriced for $18 SOUL burger (with tax and gratuity). I can show you many very good places in Manhattan where you can get for this money a much better burger. And I hope the owner understand that $18 is not $1 what you pay for a mcdonald’s cheesburger. For this money you to make a very good juicy burger. Why I need to 2-3 times more for better product from another bars? The second time is not for me. I prefer juicy burgers. $9 (with no tax and gratuity) for a a small beer is a “little bit“ expensive and I hate to have gratuity 18% included (surprise for me, you need to write this, because probably I would choose a different bar/restaurant what make better burgers). Yes I always give tips to servers but I think is not ok to add about 30% extra to all what you see in the menu ;) I have not made any complaint because it was a special day for me, I was with my friends what came from Europe to NY to see the city and to eat a good american burger, but the second was not for today :( You need to improve your burger if you are charging this price, the taste what you have now it’t not worth the money I paid for...

Here's the tip! We are Jackson Hole fans and refer everyone we know or meet. However, this visit was tge exception! We arrived at 2:32pm, greeted by a young woman who told us to sit wherever we wanted. We chose outside where two were occupied, two women were eating and two men were reviewing the menu. As we sat, the order for the two men was taken. We waited, and waited, and waited! After a solid 10 minutes of no attention, the greeting young lady and another young lady approached our table. No real tableware greeting was offered, just asked for drink order. We asked for two beers. We waited, and waited, and waited. Table with men received their food, female diners finished their food, finally our beers arrived. Great frosted mugs, beers were barely cool. We recognized the SEVERE delay in service so we immediately ordered our food when beers were dropped off. We waited, and waited, and waited. Why do I keep mentioning the waits? Because NO ONE said anything to us the entire time... no we will be right with you, food will be out soon, NOTHING! Finally, food arrived... hmmm... we ordered 2 truffle turkey burgers, one with curly fries, the other with fries/onion rings combo. One burger came solo - not sure why fries/onion rings were delayed but were and curly fried were totally over cooked! (see pics). It is now, 3:52pm!!! It took an hour and 20 mins to get 2 beers and burgers!! As the burgers were delivered, we ordered 2 more beers. At 4:15, I had to go find the server for a to-go box and check. A manager got to me as I was making my way into restaurant and said it would be taken care of. Surprise! We immediately got to-go boxes and check. The one thing we are known for are extremely generous tips. Not this day! Service was well below any acceptable standard! Our displeasure was reflected in the tip! Will we return to Jackson Hole, absolutely but will steer clear of these young ladies. Perhaps we will go to the other manhattan location instead. So...

I've been visiting frequently both locations (3rd Ave and 64th street) but last few times I came to the Murray Hill location experience was horrible. Last night took me n hour and half to eat a hamburger and desert and I have impression I was ripped off. Firstly my server Aaron was hard to understand and got my order totally wrong. I simply asked him for a goat with regular fries and some extra mayo on the side. He did not get that and asked his coworker to ask me again what I wanted. Okay. The meal came but instead of regular mayo he brought some green sauce on the side. I asked him for a mayo and had to wait 7 minutes. After that I asked him for a diet pepsi refill and he never brought me one. Finally when he found convenient to come to my table, 20 minutes later I asked him for a refill again and to get me a small (half portion) Belgian waffle sundae for dessert plus Vaquiero with curly fries upgrade to go. The vaiter, younger fellow, brought me dessert and pepsi refill but I had to wait for order to go for a bit. That's fine because I was just finishing eating my dessert when Aaron brought me burger to go. I asked him for receipt but he didn't come back for almost 20 minutes. So I went up front and asked him for a check. He gave me the check and price did seem a bit high but I paid because everything was taking too long. When I came home I checked the bill and found out I was charged $20.45 for The goat and was also charged for 2 sauces on side only, plus I was charged $22.45 for Vaquiero with curly fries upgrade to go, $5.90 for a Pepsi with refill (which is okay if they charge for refills) and on the bottom of the receipt Small belgium waffle sundae $16.00 which is the price for full order. ????? $64.80 for the items I would pay at Upper East side location no more than $50 before the tax. What...