In-N-Out Burger — Restaurant in Tustin

To Whom It May Concern at In-N-Out Headquarters,

I am writing to express my deep concern and disappointment regarding a serious food safety issue that occurred at one of your locations.

Some time ago, my son became seriously ill with food poisoning shortly after consuming a hamburger from your restaurant. After rushing him to a major hospital emergency room, we were told that the likely cause was undercooked meat. The experience was traumatic — both emotionally and financially — as his condition was critical and required urgent medical treatment.

What made the situation even more upsetting was that when we approached your restaurant to report the incident, we were met with complete denial. No investigation, no apology, no accountability.

We understand that mistakes can happen, especially in a busy kitchen. However, what was most disappointing is not just the incident itself, but how it was handled afterward. As a restaurant that is known to be founded on Christian principles, we had expected more integrity, responsibility, and compassion. But we were met instead with silence and evasion.

Since then, we have avoided returning for a long time. Only recently did I visit again, but I now make it a point to specifically request that my burger be cooked well done, just to feel safe. I should not have to worry about food safety at an established restaurant like In-N-Out.

We hope this letter will be taken seriously. We are not looking for compensation or publicity — we only ask that you examine your kitchen training procedures and your policies for responding to serious customer complaints. A single undercooked burger can cost someone their life. Please take action so this never happens to...

Stopped by the In-N-Out at 3020 El Camino Real in Tustin on February 16 around 11 PM, and let's just say, this place looked like it had taken a hit. Now, this location, which opened in 1990 in the heart of the Tustin Marketplace, is normally a solid go-to, but tonight, things were off. First, no lemonade—had to ask for it behind the counter, which isn’t a huge deal, but still, a little frustrating. The ketchup dispensers were a mess, all watery and broken. Even worse, there were no chilies, just some sad water with a few peppers floating around.

The place was kind of a wreck—napkins all over the ground, and some tables hadn’t been cleaned. It wasn’t dead in there; it was somewhat busy, but the vibe felt like no one was really on top of things. I’ve seen even the busiest spots with employees hustling to keep the place clean, but here it felt like the staff had checked out. No manager on duty? That’s the kind of vibe I was getting—just letting things slide.

I ordered the classic number one, a Double-Double, and when I took my first bite, I realized there was only a single patty. I asked an employee, and they replaced it without any hassle, so I’ll give them credit for that. But, honestly, the whole reason people choose In-N-Out over other fast food chains is because they know the standard is high, and tonight? That standard was definitely lower than usual.

I’ll still visit this location again, but they need to get it together. If it’s a staffing issue, I’m sure there are plenty of people willing to work at a busy spot like this, so there’s really no excuse for letting things slip. This place has been around since the 90s, and I know they...

Absolutely horrible today! The cashier at the Windows spoke so fast repeating my order that she tripped over her own words on top of that she was repeating it facing the opposite direction towards the inner wall not towards me. With all the noise and a rapid fire speaking I couldn't understand anything she said. I asked her to repeat it I got a dirty look and she did the exact same thing again rapid fire speaking to the inner wall. Next I go to pick up my order and they have the wrong drink the wrong size. The girl at the window could have cared less that they screwed up and just stood there and looked at me with the soda in one hand and a dumbfounded look. I told her I wanted the right drink not the one she had and she was quite short and said well you'll just have to pay the difference. I pointed out it wasn't my mistake and wasn't my fault and she just and she said so you have to pay the difference. Okay I paid $0.92 more get my drink that I asked for. I get my order and my fries are cold absolutely cold and hard. It was 95 degrees out today when I came to pick up my food there is absolutely no reason my Fry's should have been cold like that and old. They obviously had been sitting around for quite a while and just dumped on me. I was so disgusted with the whole experience at this in and out today it will be years and years before I ever bother to come back. Management fix your employees...