Extra Napkin Burger-Grill-Salad-Pizza — Restaurant in Town of Bethlehem

I used to like this place. It was great when it first opened, and I’ve been a regular customer over the years. The food is usually good, but there have been some lapses in quality that seem to be more frequent lately. But I’m done with this business for good after today’s experience.

I walked in and placed an order and was told it would be about fifteen minutes. After running a quick errand, I came back about ten minutes later. The restaurant now houses a small cell phone repair booth, and the guy who took my order (and who I assume is one of the owners) was seated in there tinkering with a phone. He didn’t look up at all as I walked back into the restaurant, or even once as I stood there waiting for the next ten minutes, assuming my food wasn’t yet ready. I could see there was an order sitting on the counter ready to go, but for all I knew, it was an Uber or Grubhub order waiting for pickup. I could hear a cook in the back, but no one appeared at the counter. The bag sat there, I stood waiting, and the clueless owner sat just a few feet away from me, putzing around with a cell phone repair.

After ten minutes, another customer walked in. He stood there for at least three minutes, pacing around and looking like he was ready to order, but still the oblivious owner remained immersed in his cell phone work. Finally, he noticed the two increasingly impatient customers waiting at his counter and got up from his chair. He looked at the bag on the counter, then turned to me, proudly announcing that my order was ready.

I said to him, “That food’s been sitting on the counter for ten minutes. I’ve been standing here for ten minutes, and no one told me that was my order.”

He shrugged and rolled his eyes. Then he gestured at the kid behind the counter – who had finally emerged from hiding in the back – and told me, “He doesn’t know what he’s doing” – so, essentially throwing his own employee under the bus to explain his own inattentiveness and the lousy customer service he’s ultimately responsible for. I responded, “He’s your employee, you’re responsible for training him so he knows what he’s doing.” He then offered to reheat my order (thanks, pal, but I have my own microwave at home). I took the bag and left, but I’ll never order from Extra Napkin again.

I hope the cell phone repair gig is paying off, because the people running this place clearly have no business being in food...

Review for delivery:

I got a burger and fries and even after the tax and delivery fee, which I was already miffed about since I'm tipping the driver anyway, I was less than a dollar short of the delivery minimum. I'd rather they just made the burger and fries more expensive to meet the minimum than force me to buy the next cheapest thing to qualify. Got a juice drink for about $5? Lame.

Driver arrives and I try to hand him a 5 and ask for 2 back and he tells me he doesn't have singles. OK. I have 3 singles on me but I need them for bus fare. Cool, now I have to break my own 5 somewhere before I get on the bus at 9AM. How does a delivery driver not have change? He did get here in about half an hour though so hey, I'm not going to NOT tip.

Aside from this annoying stuff, pretty good. The burger was bigger than expected, great bun, loved the sauce. Kinda wish you could choose a temperature when ordering but hey, a lot of places automatically just cook all the way through. Fries could be crispier but that's personal preference, they tasted great. Drink was about what you'd expect from any 3 ingredient fresh juice dealy.

I've been working in restaurants for about 9 years now, so I'm super critical of stupid BS but long story short, it's a big, good, fair for the...

I ordered delivery via DoorDash. The Dasher brought a veggie pizza, I had ordered meat lovers "the butcher". Needless to say I was devastated that my cryptonite had been delivered. I called, Extra Napkin apologized, said they would make a new one now, but they don't have their own drivers, no way to get it to me. Dasher said he would go back, might take an hour. I was in a hotel, my vehicle a road tractor, on break, not allowed to drive. Napkin called me back, pizza ready no Dasher. They were very empathetic and nice and professional. Guy on the phone said the owner would deliver my pizza! Utter joy and appreciation. There are still very good people in this world. I was hungry man. Oh yeah, and the...