Moonburger — Restaurant in Town of Ulster

I was trapped in their unable to exit drive thru for 55 minutes before receiving my order. The man two cars behind me put in an order online after 20 minutes of waiting with no cars leaving the order window, and received his food before I was even able to order at the intercom. After another 25 minutes I finally received my order, which the receipt said was one beef, one impossible burger, which was incorrect having ordered two impossible burgers. Upon bringing both burgers to complain about the order being wrong, I was informed that they were in fact BOTH BEEF BURGERS, so a completely incorrect order.

We are vegetarians, and this restaurant started as vegetarian, so it is incredibly insulting to make me wait AN HOUR in a drive thru that once entered you cannot leave, only to have to beg for the order I actually paid for. Luckily neither of us is allergic to beef, because it is a serious health issue if we were. You could kill someone, especially because beef and impossible patties are harder to identify without tasting it or pulling it apart.

The staff was clearly struggling and short staffed. At one point an obviously disgruntled worker walked outside to restaurant to yell for another worker who may have been on a break that they needed help really bad. The worker appeared stretched to the brink. The worker on the long break casually made their way back inside.

The fries were cold, soggy and awful. The burger we finally received had a hair embedded in it, and neither of them tasted like it was properly cooked.

I have visited this restaurant so many times, and I have never EVER had a complaint about it, and I would’ve given it 5 stars without blinking. The food was always good, always correct. I don’t know what’s changed recently but this was the worst experience I’ve ever had a fast food restaurant.

The person in front of us had an element of their order that was incorrect and the person behind us an element of their order that was incorrect and both had to go to the walk up window like I did.

It’s clearly the fault of an owner that has expanded too quickly, adding beef burgers to a vegetarian restaurant, adding online ordering to a kitchen that can fit 6 ppl maximum. When you add beef burgers to a restaurant that claims to cook on separate griddles, you HALVE your cooking space, and when you add online ordering you arguably increase your orders by at least double, if not more. So halving your cooking space and doubling your orders results in ungodly wait times, which have nothing to do with “cooking to order.”

This is absolutely disheartening and they’ve lost themselves two extremely dissatisfied long time and formerly LOYAL customers. This was a soul crushing experience and the owner should be ashamed.

The workers looked exhausted, weary and disheartened. I can tell this is not their fault cuz they were trying...

Stumbling on this retro, drive-thru only, vegetarian burger joint felt like a fever dream.

From a tiny building tucked in-between two QuickCheks (yes, really) you are served decadent yet very affordable burgers, fries, and dairy-free shakes. We opted for 2 classic burgers, a large fry, and a large brownie batter shake. Our total was around $25. The prices were comparable to Burger King, but the quality was significantly better.

The burgers were the star of the show. A thin, crispy impossible patty on a potato bun, with crisp green lettuce, fried onions, special sauce, and more. Delicious. My only qualm was that I wanted a slightly thicker patty, but it was overall so good that I quickly forgot this.

The brownie batter shake had an oat milk base, and was wonderfully thick. Usually non-dairy shakes end up feeling like very cold milk, but this was thicker than the average dairy milkshake you get from fast food places. I'm a plant milk hater, but even I enjoyed the shake--it does have a mild oat aftertaste, if you're extremely averse to that, but it was VERY close to a dairy milkshake. Fantastic.

The only letdown with the food for me was the fries, which was so sad because they clearly had potential. They were salted perfectly, and were nearly identical to McDonald's shoestring fries. However, our batch was far from fresh, and the fries were not at their best. We were also not offered ketchup, which definitely would have made the fries better. However, I would like to try them again when they're fresh, since they were still quite good stale.

Also--I'd recommend checking out the menu online before you get in line. The 2 menu boards cycled between the actual menu and ads for their merch, which was extremely frustrating when you're trying to order and have to read the menu in 10...

PSA: if you value your health and have food allergies, I strongly recommend you never, ever give Moonburger your business.

I never write reviews of anything (this is literally my first) and I hate to, but I have been to Moonburger 6 times. 5 of those 6 times - that's 83% of my visits - they have made a serious mistake on the order. I'm not talking about missing ingredients or missing items, although that happens every time as well, I'm talking about serious food allergy mistakes. Without fail, I politely request no cheese and explain that it's an allergy. Without fail, they put cheese on the burger anyway. One time, I had to go back THREE TIMES in one night for them to get it right (and by "right," I just mean without ingredients I explicitly told them I'm allergic to. There are ALWAYS other ingredients missing or added without being requested, which is not the end of the world).

They are usually apologetic and give me tokens to use for free meals when I return, but it doesn't matter anymore. They have an infinitesimally small menu and yet they manage to make serious mistakes every single time. I'll be giving my remaining tokens to those who need it more than me and I'll never go back again.

Enough is enough. They're going to seriously hurt someone, if not worse. I see dozens of reviews stating the same thing, sometimes blaming the employees, sometimes laying blame elsewhere. Ultimately, this is on ownership as it happens at all locations, apparently, and with significant frequency.

They need to either massively overhaul their training and quality control immediately or they should not be in business, full stop. I don't say that lightly, but they are simply not to be trusted. Great concept, it's...