Burgerville — Restaurant in Portland

Updated review to 5 stars 2 months later I have been meaning to update my review, as I've visited twice since my last one and my great interaction today reminded me. Dakota brought my food to me and was aware of my previous review (which at first embarrassed me, but then I quickly felt at ease). He was honest, authentic, apologetic and genuinely made me feel like my past review was heard and cared about. He also went above and beyond to make this experience a better one even though it's been two months- AMAZING.

As I said before, I literally hate being a Karen. I know the world sucks right now and most people are so rude to food service workers. But I've seen so many food places go down the toilet with service and quality after COVID-19. I do not want Burgerville to join that crowd. However, hiring people like Dakota will ensure that doesn't happen.

PREVIOUS REVIEW: I consistently have problems at not just this location but honestly most Burgervilles in the greater portland area. Their customer service and accuracy has been going down hill for years but the pandemic has made it so much worse.

This location always misses items when I do curbside pickup.

Today I placed my order and explicitly wrote in the special instructions to include sides of spread.

When the food was brought it, the spread was missing but the girl who delivers goes so quickly she was inside before I even had the bag open. I called into the restaurant and spoke with CATALINA who said that they couldn’t help me becuase the order was already rung up. I told her the order specifically stated the spread, this wasn’t an afterthought. Her response was “I can’t do anything, we’re low on items.” Okay I get that- HOWEVER, this should’ve been included in my order!!

I hate being a Karen, but this spread is only at Burgerville. It’s not like I’m missing ketchup. I’m missing an item I literally visit Burgerville to get. So appalled with how flippant and rude Catalina was. Train your staff...

Normally this place does really well with the quality of the food, but even when they mess up, they always fix it and take good accountability. However, today me and my mother decided to get some food using the mobile app. And everytime we try to get their chipotle mayo, we NEVER get it. Normally we dont say anything, yeah it's a little annoying but still. But today we decided to make sure they included it (especially since our meals came out to about 50 dollars, we want what we paid for) my mom proceeded to ask the man at the drive through window if they remembered the sauce (we got 2 garlic aioli and 2 chipotle mayo) the mayo was of course not in the bag, so my mom asked for it, the man proceeded to ignore her request and ask her if she asked for it in the app (She definitely did, I watched her do it) he then proceeded to argue with her about it and EVEN when she offered to pay EXTRA for the sauce, he STILL sat there and argued. For some reason, he would rather get the manager then just give us the sauce that we ALREADY paid for. Is the Chipotle Mayo some type of secret sauce that only certain people get??? Because we NEVER get it when we ask for it. And this man really was going out of his way to not give it to us. If a customer is willing to pay EXTRA for an item, why not just give it to them???...

I get up to the window and I ordered two orders of fish and chips. The girl was kind of rude. The girl proceeded to ask me if I wanted anything else and I stated no. She quoted me $41.08. I got to the window the young man collected my money and a girl grabbed the bag off the counter tried to turn her back to me as much as she could. It was more of a side view? I saw her reach into the front of her pants down the front of her pants and then put her hands back in my bag. I immediately told the young man I wanted a refund. I was not about to take our food, where a girl had stuck her hands in her pants and back in my bag. An older lady came over and told me she would like to know why I wanted a refund in order to refund me and I told her that that girl had just put her hands in the front of her pants and then stuck her hand in my bag. She refunded me $40.08. So not only do they have a girl by the name of Angie, who likes to stick her hands in her pants and in peoples food, but then you don’t even get your refund amount. Yes it’s only a dollar but that’s...