In-N-Out Burger — Restaurant in Surprise

We came in really late Saturday night (Night of 8/31 at Surprise AZ location) about 1am? Picked up my wife from work and grabbed a couple burgers. One single with no tomato no onion. One double double spread and cheese only. Went through drive through, paid, got food. After we left I noticed my burger had no cheese. I was shocked because I've been going to in-n-out for years since they put them here in AZ and this was the very FIRST time they ever messed up my order and was debating on going to get it fixed since it really wasn't that big of a deal but decided to anyway. Pulled back around, Alisha and Christopher apologized and said they would correct it promptly. I told them I could name probably at least 10 different times McDonalds has screwed up the simplest orders, and that this was the first time they ever messed up. I won't forget it though; they handled it so professionally. They told me to keep the screwed up burger, told me they heard me wrong and apologized many times and by God they made it right. Christopher gave me a chocolate shake (told him it wasn't necessary really, he insisted that he wanted to!) kept me updated while my burger was being made, Alisha kept chatting with me and I talked about how I love how she and Christopher handled this (remember it's 1am and they are probably ready to head home after a long Saturday night) but they treated me with the utmost care and professionalism. We talked about how important it is for employers to take care of their employees because if they are happy and taken care of they will in turn take care of guests. I can tell that in-n-out takes care of their own based on their prompt service and how they praised the company (before I told them I was writing a review) Never seen a fast foot establishment take care of a customer like that. They made it right and have secured a customer for life. Without a doubt I can taste the quality, but what makes it taste better is the exceptional...

Burned our cheeseburgers on purpose everyone else food was fine it was packed with people inside and outside eating and line in the drive thru after Thanksgiving night. They also burned my daughter cheeseburger as well. We have never had this experience all the other times were amazing! I spent 26.17$ the most I ever spent before because I even got extra double double added to my meal. Their main number gave me hard time I wasted my time and gas 2 times having to drive there and back again to get refund just for them to charge me another 26.17$ never got refund had to call themain line again just to be told they can refund me over the phone I dont need to go in person.i have to wait until Monday for total of 52.24$ to be refunded or Wednesday this is the worst experience ever and has ruined me ever coming back again. In and out has lost loyal customer I've spent 100$ and 200$ here I've been here over 30 times and never had problem before. It was bad enough we didn't have Thanksgiving this was our Thanksgiving meal the karmic cycle handles everyone I have never done bad or evil to anyone I'm good person and introvert and don't deserve this I worked in kitchen and Starbucks and never ever messed with my customers food or drinks. Also looked like someone spit in our burgers as well I wouldn't even do that to my worst enemy the cooks needs to be fired. This society has gotten out of hand it truly small world they must not had good thanksgiving. And I thought I had worst Thanksgiving they need to keep it...

The only in and out that I’ve been to that’s legitimately turned me away, because they said they were completely closed down at 1 AM. I arrived at in and out at 1 AM, sat by the order box constantly saying hello is anybody there? As I’m watching workers walking by up-and-down, all over the place inside. After six minutes, by now it’s 1:06 AM some man comes on the speaker and says sorry, but we’re all shut down. I said you know I’ve been sitting here since 1 AM waiting, there’s really nothing you can do? He replied with nope we’re all shut down for the night sorry. Every other in and out that I’ve been to has never turned away their customers, especially if they see that they are in the drive-through line when their stores about to close; they will definitely still serve you, but not this one. I’m very disappointed and I probably won’t be returning to try it out, since this would be my first experience here. Honestly I would take away the one star if I could, I feel like they just did not want to serve me, I’ve worked in fast food before and I know what it feels like at the end of your shift, when you just wanna go home and then the last person shows up; you either decide to serve them or you tell them that the store has been closed down for the night and all the machines are off. There are two different types of companies and two different types...