MOOYAH Burgers, Fries & Shakes — Restaurant in Santa Clarita

Went to the Valencia location today. Ordered 2 build your own turkey burgers to go. Because I live over an hour away, I requested my condiments in the side. The location was not crowded but the orders were a bit behind. I understood this and waited patiently. Diego was my server and was very kind.

When I got home I realized that I had no buns in my order. I called the location and simply asked if I can get a credit for something at my next visit. Diego felt so bad that he tried to fix it himself. Diego told me that the manager Stan says no I could not get a credit, that I can only drive back and pick up the buns. I asked to speak to Stan the manager. When he got on the phone, he was very rude and sounded agitated at me for the restaurants' mistake. He told me that if I want a burger to just order a burger the "normal" way and not with everything on the sides. Stan told me that he was frustrated with my order and that it also waste time when they are so busy. He told Diego to tell me to just file a complaint was so upset that I asked for a refund only I was too far away and didn't want to spend 2 more hours on the road. I have never been this humiliated at a restaurant like this in the United States. It would have been good to just offer and apology and maybe a free drink or something at the next visit. I would have been good with that. I normally only write reviews when the service is extremely good or extremely bad. This was a case of very bad and humiliating customer service. Thank you Diego for your good customer service and trying to resolve the issue. Sorry Stan for ruining your day with my not "normal order" I will find another establishment to enjoy burgers and where my business is...

I placed a couple of orders on the app. Both were paid for and I received a confirmation for both. My husband went to pick up the orders, gave the names they were under and was told by Manny (the manager) there were no orders under those names. My husband called me from the restaurant and I supplied the order numbers. Again we were told they don't have any orders with those names or confirmation numbers. My husband explained it was on your app and was already paid for. The manager advised there was nothing he could do. My husband handed his cell phone to Manny so I could speak with him. I again explained both orders were placed on your app, I have confirmations for both and both were already paid for. He again stated there was nothing he could do and that I could place another order!?! Wait so your way of dealing with a customer that paid and has a confirmation for an order placed on your app is to place another order and pay again? I am in shock that this was the resolution he came up with. Manny had an attitude towards me as if I did something wrong. I am flabbergasted! Then when I was about to hang up and tell my husband to leave he tells me oh wait I see the orders for both! Apparently they don't receive the orders until 15 minutes prior to pick up? Not once was that offered as an option! He never bothered to ask when I placed the order or what time I asked for pickup. You would think as a manager he would look into that instead of telling me to order and pay again. I am shocked at the way this manager handled this situation and chose to deal with a customer. We...

So we saw they were open this past Saturday and downloaded the app. Ordered 4 combo meals for takeout with a 5pm pickup time. We fully expected it to be a bit hectic as most places are when first opening, but the young ladies working the front were hustling to take care of the guests dining in. As for those of us picking up takeout, it was a bit chaotic. We were asked at least 3 times for the name on our order. Also, the kitchen staff seemed a bit frazzled. There appeared to be only one person responsible for pushing out both the dine-in and takeout orders. Noted also that we weren't given our cups for the self-serve drinks until after we were handed our food, which made getting our drinks awkward. We're not going to take away any stars as we fully expected that staff opening a new establishment are going to need time to adjust and fine-tune their procedures. All in all, we left with food in hand about 15 minutes past our pick-up time, which isn't bad for a pre-grand opening. The food was still reasonably warm when we got home and all 4 of us were impressed with the taste of the burgers and fries. (We did find part of someone else's order in our bag, and felt bad for the person missing their food.) Hopefully they will get things running more smoothly soon as we look forward to...