West Coast Burgers & Dogs — Restaurant in Nolensville

!!DO NOT EAT HERE!! !!BUYER BEWARE!!

These folks are liars and thieves and they do not care about their customers.

My wife heard they run a special on Mondays where you get a free kids meal when you buy an adult combo.

When she called to clarify the manager said that deal was active. My wife ordered two adult meals and two kids meals.

Apparently however the kids chicken tender meal is not part of that deal. The manager, knowing the deal she was wanting never told her it wasn’t included.

When I picked up the meal and paid, what I expected to be approximately $25 before tip was $40.59 before tip.

I told him I was confused because I expected the order to be much less. He then explained that he tried to tell my wife that the chicken wasn’t included but the phone was messing up.

My wife states the phone call was perfectly clear and he made no attempt to explain this discrepancy.

I asked for an itemized receipt and the manager told me he couldn’t print one. The receipt he printed me was just the total.

The adult meals we ordered were two BBQ Burger meals. Their online ordering menu states at the very top of the burger section that their burgers come with lettuce, tomato, onion and special sauce.

When we received our bbq burgers they only had about a tablespoon of bbq sauce on them, bacon and cheese. No additional toppings.

Every single meal - kids meals and adult meals - were absolutely terrible. The burger patties were thin, dry, and extremely low quality. The bacon was that precooked, microwave garbage you get at the store. They were like warm, so much so that the cheese wasn’t fully melted. The Tater tots were soggy and cold.

Kids meals were just as bad.

Here are the meals we paid for and their totals.

BBQ Bacon Burger with Tots -$16 (apparently tots cost more) BBQ Bacon burger with fries -$13 Kids chicken tenders $8

All before tax and tip.

Check out the photos below and tell me if you think those meals are worth the cost.

Now here’s where things go from bad to worse.

I called the manager to explain how bad our experience was.

I explained how the burgers didn’t have toppings even though the site said they would.

I explained how the kids meal was supposed to be free but how he never said it wasn’t included

I explained how my wife asked for clarification about the kids meal deal and he said it was an active deal.

I explained how no part of our meal met the expectations set by their website or their phone call.

Do you know what he said?

He said, “Well I’m not sure how to make things right for you…”

After going back and forth a bit I asked him.

“If you were in my shoes, how would you want the restaurant to make things right?

He avoided my question. 3 times.

In the end, I asked for a refund because every item in my order was incorrect in some way.

He said, “I can’t do that.”

I pushed back.

Eventually he agreed to refund the cost of the kids meal. However, he said I would have to drive back because he’s unable to provide a refund without the card present.

I told him that modern POS systems are capable of that. He said he was unable.

In the end, here’s what you should know.

These crooks will say whatever they need to in order to overcharge you. After they give you horrendous food in return, they refuse to make it right.

Worse, they play dumb, like they want to help but don’t know how? Or like they don’t know how they would want to be treated.

In restaurants the rule should always be to treat customers the way you want to be treated. To serve them the quality of food that you would expect. At the price that you would expect. And if something goes wrong you should make things right.

I’m never going back to this place.

I suggest you...

Good burgers. But they are tiny. That once was no problem because they were tasty, but affordable. Either when it was called Burger Shack or West Coast Burgers & Dogs as it’s named now, it was just like the real In-And-Out but better. No longer.

I had not been in for a few months, but man their prices skyrocketed. I used to go in and get a single bacon cheeseburger with grilled onions and pickles for $6 and a combo for around $10. Today I went in for the first time in a long time and ordered the same as I always get. Told them to make it a combo. “That’ll be $15,” she said (I’m rounding up on the price, it was like $14.75 or something). I thought at first they rang up an extra burger, but no. You can go to Burger Republic a few minutes farther down Nolensville Road and get a much better burger and a bigger meal for only one or two dollars more than what Burgers & Dogs wants you to pay.

It seems they now charge you a hefty fee for every topping you add, even if it’s a substitution. Paying extra for bacon I get, but for pickles and grilled onions when I’m substituting those for lettuce, onion and tomato? I mean, come on!! So yeah, good burgers, but not worth the price. You can’t be an In-And-Out style burger joint but charge exponentially more than they do. This burger is better than In-And-Out’s, yes, but it will hardly fill you up and it will cost more than it’s worth.

TLDR: Tasty burgers, but tiny and way overpriced now. Go to Burger Republic instead just a little ways down...

Good food for the money, but they have got to figure out how to crank out the burgers quicker during high demand times like lunch and dinner. There have been times when I've waited 20-30 minutes for my food, and have thought if I had the option of taking a burger that was cooked 30 minutes before the rush vs. one hot off the grill I'd take one that's been sitting in a warmer for 30 minutes. I'd recommend buying a larger grill or precooking some burgers and keeping them in a chafing dish to give those of us that don't want to wait the option of selecting a precooked burger (you could even do some catchy marketing such as the "Starvin' Like Marvin Quick Meal."

If you're going to list your phone number on your website and indicate you'll take phone orders, the phone needs to be on the hook (when not being used to take and order) and someone needs to answer it within 20 rings. I have lost count of the number of times I have attempted to call ahead in an effort to reduce my wait time only to get a constant busy signal or have no one answer the phone. If you're too busy to take phone orders then take a page out of every major fast food retailer's playbook and get in touch with ChowNow or another vendor who will set you up with an app so people can order over the internet and your staff can focus on cooking to meet demand.

I know for a fact you're losing sales due to the inability to promptly meet demand and fill orders within what most consider an...