Burger King — Restaurant in Tucson

Ordered through app for 3 Medium Bacon King Meals, customized w/ lettuce &tomatoes.

Asked to pull up to 2nd window. I was offered 3 Cheeseburgers& 1 Drink, to which I replied "My order was 3 Medium combos w/drinks" They asked for the name on the order to which I stated again "Jose" (Fernando) came to assist & asked if I was "Jose Ortiz" I stated "yes, the order is for Jose." I've never been questioned about the order names, however I was met with rudeness simply because I was a female picking up a mobile order under a guys name. News flash; Families often share 1 account. I was given the food and lastly 3 drinks. I asked the server if he could fix one of the drinks which was ordered requesting, no ice. He changed the drink & I thanked him & headed home. Once home, I began to pass out the meals when we noticed we were each given small fries. Confused because we ordered Medium meals &also received Med drinks, I immediately called over to the store to inquire about the sizes. Once again speaking to the manager, Fernando, who could not hide his annoyances for the call he stated, "we made the meals as directed on the app." Claiming they followed the receipt. I advised, we have Medium drinks, why would that include small fries. Offering no apologies for the inconvenience, he rudely replied in frustration that I could bring the fries back to the store. Oh. Why thank you for allowing me to drive back to the store to correct your mistake, im so sorry this is disruptful to you Fernando. We'd very much enjoy returning to your store to exchange fries and then continue home once again to our then cold burgers. But, off we go to retrieve what was actually paid for. Wrong orders with this location happen so often with this store we usually avoid the location all together if possible.

Once we arrived to the store we pulled up to the 2nd window to make the exchange, The employee saw us and turned his back against the window. After several minutes, someone finally acknowledged us but still insisted we were wrong. We handed over the small fries and showed the receipt. Meanwhile, my mother called to inform us that the burgers were missing the lettuce and tomatoes we requested through the app.

As we waited, we witnessed employees laughing and staring at us through the window. Eventually, someone brought us the correct fries, and when we explained the burger issue, they stated there was no indication on their printed receipt that we had customized the burger orders. Stating even if we went home again and brought the burgers back that we didn't customize since they didnt have it in print. Fernando asked us to drive around to the front of the store, however no one came out to speak to us. I went into the store to ask for the managers name so I could complete my survey from the back of the receipt.

My name is Lisa Apalategui, and I’m writing not just for myself and my family, but for any customer who expects to be treated with basic decency. This location has a long history of poor service, as seen in numerous Google reviews. The behavior of “Fernando” and the staff was very unprofessional and in no way reflects what Burger King claims they stand for.

I truly don’t understand the pushback from Fernando. What happened to the principle of "the customer is always right" — or even Burger King’s own motto, “Have it your way”? We were the ones who were inconvenienced and put in the effort to resolve the issue, yet we were met with resistance and disrespect. A simple apology, would have gone a long way. I understand that technology isn’t perfect and app errors can happen, but instead of acknowledgment or empathy, we were offered none of that.

Burger King, I’ve always held your brand in high regard, but this experience was the last straw. As someone who takes her time adding reviews for Local Tucsonans on google maps, yelp etc. I will be sharing this story publicly to whomever will listen. I truly hope they address this issue seriously and ensure no other family is treated this way.

Sincerely, No...

I am NEVER one to put a bad review on a restaurant but this was just unprofessional & RUDE! so on thursday november 24th @ 11:30pm i called the store and asked about the the business hours. a lady answered and she didnt state her name so i have no clue who she was but i do have pictures of that lady. due to the fact that i had to park outside an watch as they cleaned the store from outside. so when i called the lady told me that drive thru closes "soon" so she went ahead an informed me that they only had "3 whooper breads left in stock". i told her "thats fine i only need two". mind you i am across town and this is the only burger king that answered. the lady told me "okay well by what time do you think youll get here". i told her "im like 15min away". she said "thats fine just go ahead an come". i said okay thank you. so i make it here @ 11:45 and this guy is taking out the trash. he says "we are closed". i informed him that i spoke to the manager in charge and she said she would take my order. he just looked at me and went inside & closed the back door.he never came out. i drive up to the speaker and no one answers me. i wait about 2min and nothing. i talked into the speaker saying i am the lady who called and still nothing. i drive up to the window and i see her right by the window cleaning. im honking and honking and she looks me dead in the face an just continues to clean. at this point i am livid!!!!! she couldve just told me over the phone that they were closed 30minutes early and i wouldve been fine. but no she made me drive across town, just to ignore me. so i pulled up front and theres a guy mopping the lobby area an of course he ignores me. the manger saw me and continues to talk to another female. i took out my phone an took a picture. i will be going to corporate for this because this is just lack of management, customer service etc... VERY...

As is usually the case, Burger King, on Ajo Way, west of the I-19, rocks! Their store is clean and they work hard to keep their dining area and dispenser sterilized. The cashier (Jana [?]) was friendly and very efficient. She didn't even blink when I asked to make another order! Awesome. I also spoke with Will (bad memory, not sure of the letters of his name that follow "Will"), who I think is the store Manager, was sterilizing the soda machine. He's on top of everything. Definitely, great head on his shoulders!

The only negative has to do with their ISP. Whomever this Burger King has available to provide service in that area is allowing only Dial-up to old ISDN speeds (think 20 years ago), so the internet is extremely slow. I ran Google'S Speed Test and it displayed speeds ranging from 10Kbps to 200Kbps. Old Dial-up was 56Kbps. None of this is anywhere near the megabits per second that is the norm these days.

I almost wish I had the money to put them on Hughes Satellite Internet. The speeds would be faster than their current provider.

Great store and service. Just...