Charlie's Best Burgers — Restaurant in Santa Ana

I was there with my family on Sunday night July 31st around 6:45pm. We usually go to a different burger place but since Charlie's was the closest we stopped here. Once we started ordering, I asked the cashier what was in the Frisco burger and she had to ask 3 people in the kitchen to find out what was in it. Even after they told her, she still could not tell me what it had exactly. I still ordered it to give it a try. Once we were done ordering we paid with a credit card. It took about a good 3-5 minutes to realize the card was not going to process and that she was going to need help. At this point she still had not placed the order to the kitchen. Someone from the back of the kitchen came out making a phone call on a cell phone, who completely ignored us and just told the cashier that one wire was disconnected. By this time we asked to get our cups for sodas and she kinda didn't want to give them to us because the card had still not processed. Then the card still didn't process. After about almost 15 minutes of waiting for the card to process, a very helpful third person from the kitchen came and apologized for the wait and processed the card with luck. It turns out the person on the phone was the manager and my wife asked him why he didn't end his call to help his employees out on the struggle and all he said was " it was a very important call, but your wait will be worthwhile" what kind of response is that?? Seriously! After a long wait to get our food the same cashier brought the food out and she asked my wife is there anything else I can get for you? My wife said "a side of ranch please" she comes back and says 50 cents. Are you serious? After the long wait and bad experience and no apology from the "manager" you are going to try to go after 50 cents more? Even the manager said "if you want it you gotta pay for it" instead of just giving it away to try to make your customer feel that they are welcome and that you want them to come back. We finally finished our meals except my wife she just decided not to eat after her bad experience here. When we were walking out the employee who helped us out at the end with the credit card apologised again and said that he felt very sorry but unfortunately the decisions that were made to handle our situation was not his call. This is for the Santa Ana location across from the DMV. I wrote a comment on their actual website but I never got a response, I don't event think they read the comments. Too bad the customer service has to suffer do to a careless manager, because the food is actually pretty good. Unless I get a reply from someone me and my whole family are not...

Charlie's Burger is ridiculous! May 25, 2023 is the last time I go there. I was in a hurry for lunch so I called my order in to maximize my time. When I arrive, there is only one line to pay and order. So I stand in line, with 3-4 customers. I'm still in a rush, but fine. Then more customers arrive. That's when things start to turn for the worse. One of the workers comes out and while pretending to sweep, in a hush hush voice takes their order. What!? Are you serious? How is that okay? Maybe they were family? Maybe regulars? But so what? Be professional and ethical. Treat all your customers equally. Meanwhile, it's been about 15 minutes and I'm still waiting for my order! Remember I called it in to speed things up? I wait another 5 minutes, then I go up and ask about my order. "We're just waiting on the fries," they tell me. Yes, shortly after my order is finally ready. Prior to that I read a sign that states they are charging for refills. What? There are still places that haven't gotten with the program? They used to have free refills. More points deducted. So I go to the counter for the food and ask for yellow chillies. "We don't have any." "What? I drove all the way here because of your yellow chillies," I explained. "How about jalapeños?" No I was told. "Any kind of chillies?" "We only have salsa. The company hasn't sent any chillies for about 2 weeks." Ridiculous! Get on it, management! I thought, okay, fine, I'll eat my burger with no chillies. "May I have some ranch for my fries?" "Yes, but we have to charge you for it." That was the last straw. I see it often where in Hispanic communities they charge extra like that. I do my best to give as much business to Hispanics, but this is also why I don't mind driving a little more to places like Irvine, Orange, etc. Because there is no nonsense like this. Find other creative ways to offset the difference! I'm sure I could run that place with my eyes closed.

I prefer to enjoy my lunch and eat with peace in my little heart, and not frustrated knowing there is no point in ordering ahead, seeing preferential treatment, and all this overcharging of drinks and extras! No more, Charlie's Best. For me, you've become...

Updated review.. from 3 to 1 star

Wow. I've tried to come here several times and it's usually mediocre at best. Once they used I guess expired cheese.. (no idea why we ever tried this place again after that). I guess we had this "what if that's not the reason we got sick" doubt... Anywho so we go and we order 2 plates of cheese enchiladas.. one with green sauce, one with red. It takes forEVER. (Thisbis a drive thru by the way and not a busy night). They made us park and wait and it took at LEAST 20 minutes after waiting at the window for a few. It FINALLY comes, I get home and open my food and what do I get? Both green sauce. Oh gee okay well.. guess the hubby is having green sauce. Okay..

And then the KICKER. We cut into our enchiladas to see...? Oh! I must have read the menu wrong because it's a bunch of RAW cheese. Okay so it took a half hour to make this -or put it together rather. I didnt realize it was a "cook your own enchiladas plate". Wow. I'm done giving this place chance after chance.

Not to mention the coffee sucks here, bathroom is gross.. and everytime I order in the drive thru they are obnoxiously rude. If you do stop by keep your expectations low and maybe you wont leave as...