Burgerville — Restaurant in Portland

I placed my order at the Montavilla location on 8/12 at 4:58 PM using the Burgerville App for pick up in the drive-thru. I was greeted at the window and asked to park at the gold cone to wait for my order. I waited for nearly 20 minutes, watching two cars cycle through the primary vehicle waiting location receiving their orders and departing, before I inquired about the status of my order to an employee that had just delivered food to another waiting car. After speaking with him, I waited an additional 7 minutes for my order to be delivered by the same employee.

I discovered the WW BBQ burger and fries were cold and most of the ice in my 32 oz marionberry lemonade melted diluting the beverage. I brought the food to the counter and spoke with a young male employee with blond hair asking him to remake my order for the reasons previously stated. Given my previous experiences with outstanding customer service at multiple store locations I did not anticipate an issue with my request. Unfortunately the young man informed me he would remake the fries and bbq burger but not the plain hamburger as that had “just been made.” When I stated that even if that were the case by the time I received my remade order that burger would also be cold he said he would get a manager instead of fulfilling my request.

After another 2 minutes I was greeted by the manager, a young male employee with dark hair and two lip piercings. When I explained the situation he agreed to remake my order but refused to remake the lemonade because I had “already taken a drink out of it”. How would one expect I discover the lemonade had been diluted by melting ice if I hadn’t taken a drink? If this is indeed your store policy I suggest you reconsider it as it is certainly not a customer centered approach.

The manager’s attitude when he informed me he would not be replacing my lemonade was somewhat flippant and felt decidedly punitive. His refusal seemed to be borne more out of annoyance at being asked to replace my order than based on actual policy. Had I consumed a large quantity of the beverage refusing to remake it would be understandable but I literally put the straw in and took one small drink discovering the issue. I don’t think my request was unreasonable in any way. I did not deliver my request in a rude manner nor did I even protest the manager’s decision to refuse to replace my drink.

Within 5 minutes after speaking with the manager I received my remade order and departed for home. While the meal was indeed warm I discovered the bbq burger was not fully cooked. As most people likely realize consuming undercooked ground beef poses a significant risk of bacterial contamination due to the nature of the manufacturing process.

As a general rule I do not lodge complaints at restaurants. I realize the demanding nature of a public facing, fast paced job comes with unique challenges. I can even appreciate the fact that a customer requesting an order be remade is somewhat burdensome given the continuous stream of customers they have to serve. I also work in a very public facing job and have to deal with really inappropriate behavior almost daily (healthcare). In point of fact, I have never been dissatisfied with food preparation or employee interactions at any Burgerville location prior to this experience. Under normal circumstances I wouldn’t even lodge a complaint but to receive that kind of response then discover the main part of my remade meal was inedible brought me to the limit of my tolerance. I am a frequent customer of the Montavilla and West Salem locations but after this experience I am rethinking my loyalty to your company. I don’t imagine my complaint or my business is of any significance to whomever will eventually receive this feedback nonetheless I felt compelled...

Update 5/21/24 Originally there was a response from Burgerville soon after I posted. The response wasn't your typical one from a manager trying to right the mess. They basically said that the Oregon stores need to get trained by the Washington stores, and that I was SOL on getting compensated in any way whatsoever.

Regardless of which state I was in, there are basic standards that are set within a company. I must say that it has been a very long time since I last visited Burgerville, and I don't have any future plans on returning. Their food is too expensive to pay for when it looks and tastes like a 3-day old casserole that has been zapped for 30 seconds before handing it to me.

Original Post I was happy to see that Burgerville is serving breakfast again, and made it a point to leave early for work so I could stop and pick up breakfast.

I remember before the pandemic I would stop by and get a bagel sandwich on my way to work. They were so delicious and freshly made. I sure didn't have that type of meal this time.

I ordered the Bacon Bowl . I previously checked the menu online and decided on this tasty looking treat. I was helped right away at the menu board. Up until I looked at my food, I was having a pleasant time.

I waited until I was at my desk before I opened the bag and got my food out. The bacon bowl on Burgerville's website looked yummy. It had potatoes, scrambled egg, pico de gallo, cheese, tortilla strips, and salsa. The food in my bag looked nothing like the fresh bowl advertised. It looked like it was 3rd-day leftovers that had sat out the whole time. I couldn't see any pico de gallo. The eggs were barely noticeable or recognizable. I was really surprised at the lack of quality this food represented. When I finally took a bite, I couldn't understand how it got even worse. The potatoes were dry and the tortilla strips were not crispy. The whole meal looked and tasted terrible. Not sure when it was prepared, but it was definitely not freshly made.

This concerns me because of the standard Burgerville set for delicious, fresh, and flavorful food that is sourced locally. The costs have skyrocketed recently, all when nobody was looking!!

I will not go back to Burgerville for their breakfast anymore. I barely go there anymore because the pricing has gotten too high while the quality has sunk...

Well on Friday me and my family went to burgerville for dinner: two kids meals ,a grilled chicken sandwich (the spicy one), and my wife got the burger with the zenner sausages on it. When we got the food we were all pretty hungry because we had been out all day and my wife proceeded to eat her burger pretty quickly and was pretty pleased with the flavor of the sausages but then halfway through realized that she didn't get a patty she didn't care because she was so hungry and she's like well it's too late to say something. I was like "well just let them know". I let them know they took care of it by giving my wife a $10 gift card. I didn't ask for anything nor did I expect anything becauseas I said my wife ate the burger sandwich minus the burger patty. Though we did appreciate the gesture.

My kids both got cheeseburgers and were unaffected by what I'm going to say after this

I got a chicken sandwich and my wife got the burger with the forgotten patty we finished our food and we both drank iced teas.

That was the last thing we ate for the evening. Towards the evening we started not feel well and we thought maybe it was allergies when we woke up we both felt like hell sick to our stomachs.

I'm not sure where the issue was but my kids didn't have any lettuce on their burgers. The only other thing I could think of is that me and my wife both had the iced tea which means they probably haven't been cleaning out their machines correctly. Figured if it was something we had at the house the kids would have been sick by now but I was sick all day yesterday and all night. My wife's lasted really the first night and half of the day.

Again the only commonalities is that me and my wife both had all the burger trimmings on our sandwiches , I think lettuce and tomato were the common ones and then the iced tea.

The service here and employees are always really nice but maybe some coaching needs to be done in regards to food handling.

I've become accustomed to having to wait longer than other places here but if that's at the cost of quality then...