Underground Burger QC — Restaurant in Queen Creek

Update: We were given an apology and the offer of a gift card to make up for our experience. Although I originally decided to not reach out about the gift card (I'm not here for free stuff, just wanted a better experience), they must have had a way of noting my account in their app or something because the next time we ordered, my husband left with said gift card. It was very sweet of them, and I appreciate their effort to resolve our concerns. I will also say that the last few times we've been, our burgers have been perfect and our experience has been delightful. Thanks Underground for doing your best, and for being my son's favorite place to eat. 🙂

When Underground first opened, we were ecstatic. The food was great, service was quick, and it quickly turned into our go-to quick service burger place. 5 stars.

Fast forward to now. The last few times we've gone, the burgers have been burnt. We thought hey, maybe the first time it happened was a fluke, but no. They have consistently been burnt over the last couple of months.

Service has also gone down hill. Tonight I ordered a shake on the app. Got there, and the guy tells me "well that's not a real thing and you must have entered that manually. Our vanilla ice cream machine is broken." Excuse me? Thanks for insinuating that I'm a liar. You're out of vanilla shakes? Totally fine, I'll just order a different one. But to act like I'm inconveniencing you because of an error in YOUR app is just rude. Also on the service note, this place should really bring back their pick up rack. It was pure chaos just trying to pick up food tonight that could have been avoided if the rack was still there.

I understand that I just had a bad night here, I get it. But it was extremely frustrating, and to have a burnt burger on top of the bad experience sucked. My son loves this place (when the burgers are good), so we'll inevitably be back. Fingers crossed the quality gets back up to where...

Wanted to "break from the chains" so to speak and try something new in Queen Creek, but this place just isn't it. Burgers are fine, fries are fine, sauces are fine. Food alone gets 3 stars. The service was bizarre. The Lady behind the register seemed as lost as I felt (it seemed for a moment that I had walked into the wrong place). The "restaurant" is huge and sparse with no tables (although there is room for them) and nearly nothing that qualifies as decoration. There is also no soda fountain and no restrooms. Essentially it is a ghost kitchen that you're allowed to walk into and order at. That's a totally fine concept, but this place felt unpolished and unfinished. I can't quite place my finger on it, but Underground Burgers is...lacking.

Reading through the owner's replies to low reviews sealed the deal for me. My friends and I found it to be a great source of comedy that burned 20 minutes of a slow drive home, but it's ultimately a clear sign that the owners of this place are new to owning a business and are not prepared for the criticism that often comes with it. I wish them the best regardless and I will consider trying Underground Burgers again in a few years if it's still around to see if they've figured out how to fix...

I went here to pick up an order as an uber driver. I was given the order but the customers shake was missing so I let the staff know. They informed me that they don’t do the peanut butter chocolate shake for their online orders and that the customer would have to contact their manager for a refund and sent me on my way. I let the customer know and went to drop off the order. During drop off the customer informed me that she called this location and the staff stated that I left without getting her shake. This resulted in me getting left a bad ratings as a driver which can result in my account getting deactivated and becoming unemployed. I left this review in hope that this doesn’t happen to anyone who does ride share and to hopefully promote honesty and communication between the establishments staff and customers. This could’ve been avoided by at least providing the option to substitute a different shake for the customer so I could communicate that to her and have some transparency between staff and the customer instead of throwing me...