My Burger - St. Paul — Restaurant in Saint Paul

On March 8, 2019 I visited this location around 9:54p. Since I do not consume any animal products I ordered the impossible burger (to-go). I was informed that the burger was derived from plant-based ingredients, except for the bun, which l was able to remove. Once I was home and began to eat the burger, I noticed it did not taste like a plant-based burger. That’s when I realized that the burger was meat! On top of that, there were parts of it that were still pink. At this time, I immediately put the meat in a zip-lock bag so I could show the manager in case he/she asked to see it. I decided I would visit the store the following day to notify the manager about the situation and ask for a refund. I want to make you aware that I did not have my receipt, but figured the manager would be able to locate my information since I was the last transaction of the night and I paid with my check card.

On March 9, 2019 around 215p, I went back to the store and spoke with the manager (the same one from the previous night). I informed him what happened, he asked for a receipt, I let him know that I did not have one but I was the last customer of the night and I paid with a card so that should help expedite the process. He also recognized me from the previous night, as he was working at the time I was ordering. He began to look for the transaction but apparently he could not find it (didn’t really communicate to me if he found the transaction or not). At that point, he went to the office and within minutes returned to tell me that he spoke with the cooks last night and they said they made an impossible burger without meat. With that being said, he informed me the he could not refund my purchase. That’s when I showed him the meat from my order, which he totally disregarded and let me know there was nothing he could do. At that point, I informed him that I am a vegan and haven’t eaten meat in years and this burger made me physically sick. His response to this statement was not only shocking, but made me extremely uncomfortable. He said I was “being aggressive” and then walked to the back to the office. I assumed he thought I was going to leave after he walked away after his {unnecessary} response. I politely waited from him to eventually return to the front (about 5 minutes). At that time, I asked him for the name and contact information (phone and/or email) of his manager. He first told me there isn't one and then proceeded to tell me that he can not give me that information, but gave me a feedback card. Without going into great detail, I was really taking back (for the second time) by lack of customer service and empathy. I also want to add the lack of professionalism that was shown by another worker (in the kitchen area) who wanted to know my concern. When I preceded to tell her, she rolled her eyes and looked to the ceiling as if to say, "Who cares?" At this point, I couldn't believe what was happening and how I was being treated.

Areas of Concern:

If the manager had articulated to me that he is understands concern but there is a process a customer must go through if he/she would like a refund, I would have been 100% okay. But this wasn't the case.

The manager would not give me his name nor would he give me the name of his manager. I informed that my intention was not to communicate my frustration with him, but to only ask for a refund.

The fact that when I showed him the actual meat, he continued to tell me that his cooks informed him that they made an impossible burger without meat. My diet is based around health, moral, and ethically issues, but what if I was an individual who had life threatening issues and he (manager) was showing complete disregard towards my dietary choice.

To be told "I am being aggressive" because I am advocating for myself was really unfortunate and hurtful. Also, as an African-American man I am very well aware how this phrase could possibly do more...

I recently had the unfortunate experience of dining at My Burger, and I must say, it was an absolute disaster from start to finish. From the moment I walked in, I was met with an atmosphere of chaos and disorganization. The staff seemed utterly disinterested in their jobs and barely acknowledged my presence.

To say that the service was slow would be an understatement. I waited for what felt like an eternity just to place my order, and then the wait continued as I watched others who came in after me receive their food before I did. It was clear that the kitchen was in complete disarray, leading to an unacceptable delay in getting my meal.

When my order finally arrived, it was clear that the kitchen staff had no regard for quality control. My burger was overcooked and dry, the bun was stale, and the toppings were haphazardly thrown on. It was as if they didn't even care about presenting a decent-looking or tasting meal.

But the horrors didn't end there. The drink machine was out of order, leaving me with limited beverage options. The dining area was a mess, with tables left uncleared and garbage bins overflowing. The restroom was in an appalling state, and it was evident that cleanliness was not a priority for this establishment.

Perhaps the most frustrating part of the experience was the complete lack of customer service. When I attempted to voice my concerns to the staff, they brushed me off with indifference. It was as if my feedback meant nothing to them, and they had no intention of addressing the numerous issues I encountered.

In conclusion, my visit to My Burger was an absolute nightmare. The combination of abysmal service, poor food quality, and an overall disregard for customer satisfaction makes me wonder how this place is still in business. Save yourself the frustration and avoid My Burger at all costs. There are plenty of other fast food options out there that value their customers and take pride in providing a decent dining experience. i did have one take away during my time there it was an extremely hot day out and the second i walked in i was bombarded with the fresh feeling of air conditioning it was the best part...

Not good customer service with our order last night. Ordered two burgers with fries on the phone, $28. Cashier told me it would be ready for pickup in 10 minutes. Got there about 12 minutes after finishing the order. Gave the cashier my name and she rang me up and then walked away from the register. I noticed there was one to-go order sitting on the side counter when I walked in and hoped it was our order all ready to go. But she didn’t say anything and since it was her job to look for my order back there and hand it off to me I had to assume it was still in the works. So I moved aside and waited for her to call my name. I waited. And I waited. The same cashier asked me to move two or three times as she rolled up rugs from the floor where I was standing. Why didn’t it occur to her during the 20 minutes I was standing there to check for my order? Maybe she was very tired. That happens. Finally, back behind the counter I watched her pick up that order that had been sitting there the whole time and she called my name. Yup that was our food. I told her that was sitting there when I walked in and she was surprised. She said she was sorry. I said it was a bummer to get cold food after paying $28 for two burgers and waiting so long. They should comp a customer for a flub like that, if they want them to return. Needless to say the food was very cold. We heated it up but honestly, it didn’t reheat well and my bbq burger was bad as were the sweet potato fries. My partner enjoyed the classic bacon cheeseburger though. Past experiences were fine but the food hasn’t lived up to the hype of other reviews for me, because yes it’s great for fast food, but it’s priced like a really good pub burger, which I haven’t experienced there. The fish sandwich was ok but I wouldn’t get again. It had a nice crispness and the fish was good quality but overall the way they dressed it up was quite bland. Two stars from me. My partner would probably give ‘em 3-4 stars, for what...