Burger King — Restaurant in Sheboygan

The customer service is not serving. I have worked in a fast food chain before and so I do understand the in and outs.

First off, I ordered thru the mobile app. Customer Service should gain knowledge of this big fast food chain app. When I ordered, I had ordered for delivery as I had other household needs to attend to.

After I finished ordering. I get an automated text saying "Hey Lily, your order from Burger King is being delivered at 2:07 PM. You can track the status at ......"

Through out my wait I get a few other automated text messages saying "Your Dasher has picked up your order! The order should arrive at 2:07 PM. Your Dasher will drop off your order rather than hand it to you. We noticed that your address may be difficult to find. Call or text (phone number) to coordinate a safe location for dropoff."

Then it tells me my Dasher is approaching.

I get my order and the Dasher automatically let's me know I should contact Burger King because they had to wait a long time for my order and that the manager Mitchell will redo my order.

I was like okay. Thank you. I go back into my home with my order confused but then I open my bag and I have missing items.

So I call burger king and let them know what the Dasher told me and let BK know that I do have missing items. I also let the staff know I was to talk to the manager Mitchell.

The BK staff identified themselves as Mitchell and apologized about the order. He told me that what I said is correct and they will redo the order for me an hr from then because I wasn't able to get my vehicle until an hr later which would be 3pm. Mitchell had said he would communicate with the NEXT manager on duty because he would be leaving soon. He said 3 managers called out and that the team had new trainees. He thanked me for my patience and I thanked him for his solution.

I go to BK around 2:50PM. I walk into the building. The lady who was in front of the register walked back around the counter to the register and asked me what my partner and I would like. I let them know what was said to me from Mitchell. The lady at the register was like okay excuse me goes to the back and comes back with okay well they don't see anything in their book and because I ordered through doordash so I have to take it up with them.

I replied that I didn't order through door dash and I ordered through the Burger King app in which I assume BK automatically sources delivery out to 3rd party delivery companies.

She opens up her book to explain to me how their procedure works. She says she doesn't see my name. And I told her my name is right there and she said well Mitchell needed to write that into their lines. And that she doesn't see anything with dates. I said I have it right here on my phone. She fired back with that I need to take it up online and that they don't do those types of refunds here. And that people come in trying to get free food all the time. At this point I can see she doesn't want to help me out. But I ask if she can contact Mitchell and she said he isn't in right now. So I decided to leave.

My partner ended up taking a photo of the book that they write all their mishaps with orders and solution in. My name is at the bottom with my whole order. But she would not take it because it wasn't on the lines. As you can see my order was big so I don't think it would have fit on there anyways.

Communication between coworkers obviously doesn't exist there. Nor does customer service.

My partner did end up going back after dropping me for work to show the BK lady my order but her and another BK staff basically told him to get off their property.

I would suggest retraining senior staff proper customer service care.

We were never mean, loud, rude in anyway but to be treated like we just wanted free food and not only that but no real solution than to go online and make a complaint for a refund. I didn't know BK likes getting complaints.

If anyone cared to read this, do...

I'm seriously convinced that this store hates taking money and making food. In a walkable neighborhood that they've been in for decades, there's no excuse for this store to have a closed lobby. Making an online order and seeing nothing about their hours or the lobby being closed on the website nor outside the store in the last few days, I ordered online.

Got to the store; they have a large monument sign where "DRIVE THRU ONLY" could be posted below their second "HELP WANTED" notice. It wasn't, and I only found out getting to the door that they had their lobby closed, along with an unlisted change of hours to an 8pm close (I made my order around 7pm).

So I go to the drive-thru window; nobody anywhere around the store. Look in the windows; nobody is in there at 7pm, at the peak of dinnertime. I go around to the back; and it turns out the two employees staffing the store were both smoking, so there was no way I would bother them.

Waited for a drive thru order to come in, and got the attention of the employee who came back in could bother to staff the window and was coldly told that my order was 'not allowed', but 'just this once', they'd fill it. I had made the order 15 minutes before. Surely they'd have had it ready to go long before then.

My order was almost $17. I don't know why'd they want to turn down $17, but I guess a cigarette break was more important to them than serving the public. They told me to push aside while they served 'proper' drive-thru orders from cars.

Thus, I waited twenty minutes for my order, and in the middle of that, they told me the soft-serve machine was broken, so I wouldn't get a shake I ordered. At this point I was glad to let the shake go because of the previously-mentioned smoke break. Finally, they brought my order out after twenty minutes; no apologies, no thanks, just a shove off of a customer.

Thankfully, it seems like corporate has had LOTS of experiences with this store, and refunded my entire order without question after voicing my complaints in their form, so definitely BK's customer service office is a 10/10 with an immediate response

The order ended up with a very cold and disappointing double Whopper that seemed to be microwaved rather than made fresh, and lukewarm onion rings, so I'm glad I got a full refund. But I'm steamed that this store, which had been in this area since the 70s, can't bother to keep the lobby open, nor to post on their large sign that the lobby is closed, nor notify corporate of their modified hours. If there's any 'management' at this store, they seemed to check out of caring about the public at least a...

My friend doesn't have a car but really wanted some food. He was devoted to eat at our Burger King in town on the way to walking to my house. We walked up to the doors at 8:30 PM but they were all locked. We then walked through the empty drive though. I spoke with the car behind us and they were understanding - even offering - to help my friend place his order. After he did I stood out on the side walk while he walked up to the window. A woman named Alicia opened up the window and without even asking a question told him they did not take orders from people walking through the drive through. He explained he tried going in and that the car behind helped place the order and asked why they were closed. She interrupted in the middle of his question saying they were short staffed in a demeaning manner. She then stated she was canceling the order and to leave or she would call the police on us. My friend has been struggling with social anxiety and this was heart breaking to see someone with no empathy deny him food and escalate to dispatching officers. I called into the store, after explaining the situation of why he walked to the window she still didn't care. I told her that we all have bad days but to try to be more understanding of other people's access and abilities. She did not apologize. I informed Alicia no choice but to follow up with management. She said "Good" and never offered a solution. I hope Burger King tries to be more empathetic of some peoples living situations. All she had to do was follow the accepted order by handing him the bag of food and inform him this would be a one-time situation. Now I don't believe I can ever go to any Burger King again knowing they employee people who would immediately threaten people instead of trying to understand where people are coming from. Will there be a solution to help resolve this? I hope Alicia is never put in the embarrassing situation she put my friend into tonight. Please avoid Burger King until they coach their staff to treat others with dignity...