Burger King — Restaurant in Town of Cortlandt

While I live in the city, I’ve been staying with friends nearby for the summer and, due to the lack of vegan restaurants in the area, began occasionally ordering the Impossible Whopper from Burger King, as it being one of the only plant-based options available in the area.

Unfortunately, on multiple occasions, I received a regular Whopper instead of the Impossible Whopper. While I appreciate the effort to offer plant-based options, I acknowledge that this grave error of serving the incorrect menu item alone would have been a valid enough reason to stop patronizing this establishment, but it’s the unacceptable treatment I received at your Peekskill location on the afternoon of Sunday, June 7th is why I’ll never return.

As a long-time service industry professional with extensive experience in upper management and corporate training, I was appalled by the unprofessional and hostile behavior of a staff member who identified herself as the General Manager. Had any member of my own team ever addressed a guest the way she spoke to me, I would have been deeply ashamed and considered it a serious failure of my leadership. Her conduct was not only inappropriate, it was needlessly combative, dismissive, and failed to meet even the most basic standards of customer care or brand representation.

The incident began with what should have been a simple UberEats order: a large Dr. Pepper. UberEats confirmed the order on their end, but Burger King claimed they never received it and refused to fulfill it. When I contacted UberEats support, I was instructed that only the merchant could contact them to resolve the issue. If I canceled the order myself and attempted to reorder, I would still be charged. Compounding this problem, several UberEats drivers were repeatedly assigned this order and forced to cancel, with the system reassigning the order again and again leaving the situation unresolved for hours.

I attempted to contact the Peekskill location directly, calling multiple times with no answer, the phone rang endlessly. It wasn’t until the THIRD UberEats driver kindly placed me on speakerphone that I was finally able to speak with a staff member. That employee attempted to escalate the issue to the GM, who refused to come to the phone.

When she eventually did speak to me, I was taken aback by her hostile demeanor. Instead of listening or trying to help, she immediately raised her voice, interrupted me, and flatly refused to take the step that UberEats requires in these situations: contacting them to resolve the issue by having the order resent or canceled. What was most unacceptable was the GM’s insistence that this was “not her problem,” and her claim that she “couldn’t contact UberEats,” which I know to be unequivocally false. As a fellow merchant who understands how these platforms work, I found this statement disingenuous at best. Whether this stemmed from a lack of training or an unwillingness to help, the end result was the same: a preventable situation spiraled out of control due to poor leadership and a refusal to take accountability.

I fully understand the demands and pressures of working in a high-volume restaurant environment. I know firsthand how hard it is to juggle guest satisfaction while managing internal challenges. (or as we candidly refer to in the industry as being in the weeds)That said, nothing excuses hostile behavior toward a customer, especially not from someone in a leadership position. Managers are meant to lead by example and resolve issues with care, not create more of them.

The problem is not that mistakes were made, but the way the situation was handled. It’s incredibly concerning to witness leadership that normalizes unprofessional and abusive conduct, it degrades team morale, alienates customers, and ultimately harms the brand’s reputation and profitability.

At the end of day, the entire purpose of working in the service industry, at any level, is to create positive guest experiences this location’s team has lost sight of this very...

I was trying to order with the mobile app and there is an offer where if you spend $1 you can get a free medium fries. But every time I tried to do the order with the app it was charging me $2.69 for the medium fries. So I just took them off the order and when I got to the drive-thru I told them about the problem. But they wouldn't do anything for me. Even when I show them the offer on my phone they wouldn't give me a freaking medium fries. I literally asked the manager "so you would rather have a customer pissed off then give up a medium fries that the app says I'm supposed to get any way?" And her answer was yes. That tells you all you need to know about the Peekskill Burger King

UPDATE: Stupid me for going there again. Again, I ordered on the app, drove all the way there, only to be told the freeze machine hadn't been working for over a week. Yet they still offered it on the app!? So I told them to just cancel the order. They said they couldn't cancel the order and I would have to cancel it through the app. Well, guess what?? When I tried to cancel it on the app, the rep told me they can't cancel orders!! So no Burger King still has the food I paid for and stole my money. And because I used the word "damn" in my last chat with the app, now my case is marked "resolved " and I have no way to get my money back. And do you think BK has a corporate phone number for customers? Good luck with that, too. This company is transitioning into...

Placed an order through the app. The app had a glitch. While going through drive-through, they asked me to come inside so they can help me. They did admit that they had been having that same problem all week with orders through the app. The manager - who turned out to be completely useless - couldn’t make an executive decision to honor my purchase. She told me I had to go through the app because they have nothing to do with online orders. I contacted Burger King - the only time I ever got through to speak with an actual human - who told me the manager could’ve made that decision to give me a refund or honor my purchase. Apparently, this particular “manager“ is completely Incompetent, Needless to say I did not get my refund in the store, nor did they correct my order. I have contacted Burger King through the app, email, attempted by phone, for the past three weeks to no avail, I am still trying to get my refund from Burger King corporate. I guess I now have no other option but to report it as FRAUD since Burger King is defrauding their customers through the app. The order was not honored, I walked out of the store with nothing absolutely no way to get in touch with a human. Save yourself the time in trouble, go...