Killer Burger Sherwood — Restaurant in Sherwood

Spent $123.72 to show support and GM disappointed!! We are a foodie family and have been choosing places we enjoy to support during these times. Went for our daughter's 25th birthday. Ordered on line for the first time to be clear and have ready as we travel from Gervais just to support them and get a treat for the family. As you know the base price for each sandwich is already healthy, then charges for customization. One sandwich alone was over $20. We also added a generous gratuity and again to show support. Our server brought out our food and asked to not shoot the messenger, but her General Manager asked if we wouldn't customize so much next time. The cooks had a hard time with the order. Showing us the ticket that was quite clear as it was done online with their ordering processes that is quite detailed. Needless to say we were all quite taken back at this. She apologized profusely as she knew it was horrible to request as we did everything clear, correctly and prepaid online. When we have previously ordered face to face or on the phone, we were never treated like this before. We have literally spent thousands there! We told her very calmly to tell the GM not to worry, we will never spend our funds there again! We are always asked where we recommend to eat by those who know us. We are a family of seven, all adult ages and hearty appetites who enjoy family time and food. We personally spend our own money as well as influence many people and organizations based on our experiences and opinions. It was a long ride home trying to find ways to be nice about this. My sandwich didn't taste quite the same with such a bad taste in my mouth from the experience and the long drive home before I could eat. All seven of us will choose how to share about this with others. Each has their own wide sphere of influence. I personally would appreciate to visit with the owner and GM of that location (or even corporate if no local owner) if they really cared and wanted to expand their awareness. We will see if and how they make any attempt to correct this encounter. There is much more they should be aware of that is not...

First of all, the burger was pretty good. But the process of getting it was frustrating and angering. I watched several troubling steps, or lack thereof, as I stood waiting for my burger to-go. I watched to cook finishing some burgers after I had ordered. She completely emptied the grill and then helped with completing a couple of burgers, and then I WATCHED HER pull several tickets off of the printer. Remember, this is several minutes after I ordered. I counted at least eight tickets. She was adding up how many burger patties she needed to cook. I heard her counting. And then she put patties on the grill. So for each ticket, someone had walked up to the register, decided, ordered and paid. What, 45 seconds to a minute for each one? Best case? So the first ticket was already about eight minutes behind. Then the cooking was begun. Seems like a good idea to look at tickets the moment they print in the kitchen and put the right number of patties on right away. But no, they waited until they had a grill full to START cooking. Hmmmm....

So, bottom line? Over 25 minutes to get a burger to go. When I arrived, late, at my friend's house, they said "it takes forever there, but the burgers are good". Which is the theme of this review. The frustrating thing was that it didn't need to take forever. They would never make it in a real restaurant. Lesson learned for me. Now...

I want to preface this review by saying that I have been a loyal killer burger customer for years. I started going to their original Hollywood location and others as they expanded with only good experiences.

As I walked into this KB location I saw a self-service order kiosk with a large "order here" sign, a computer facing towards me, and arrow and no employees in sight. A customer was finishing up their order and walked off. I thought this was a new covid protocol where customers order everything themselves. So I proceed to select my order and a cranky KB employee yelled across the restaurant that I can't touch the screen. Ok?? The previous customer ordered himself so what's the deal? She continues to chastise me and talk to me as if I am a child. After taking my order She said, "this is the screen the previous customer was completing" in a condescending tone.

If KB is going to change around their ordering and make it look like self-service they need to have an employee staffed at the area to avoid confusion. Further there is no menu visible except on the screen, which makes it look like a self serve kiosk.

This is not the KB service that I have experienced at other locations. I believe KB are franchised out so maybe this is just a bad apple. There are several substitute restaurants in the same area that I will spend my money at...