BGR Burgers Grilled Right — Restaurant in Virginia

Update 5/15/20: Dropped to 3 stars from 5. Today and 2 weeks ago, burgers have been very rare when I ordered them Med Well. Between today and 2 weeks ago there were 3 burgers all ordered med well but were cooked very rare plus today's burger was missing 90% of the toppings I ordered. Since the orders were to go both times these errors weren't discovered until I got home. Called the mgr this evening and told him about the problems and he was kind enough to refund but the cooks need to be better trained to understand the difference between rare and med well plus make sure to include the toppings that are requested.

Update for 10/6/19: I just finished eating here and wanted to add an update.

I had your Southwest burger and it was terrific. Cooked perfectly well done as requested. Instead of fries, I had your side salad and that was really tasty. I commend you on serving a very nice side salad that "wasn't" iceburg with a half slice of cuumber as so many restaurants serve instead of fries. It was yummy.

However, in spite of your awesomeness, I hope you'll be receptive to a couple suggestions:

Would you consider heating the bun either by way of throwing on the grill or steaming so that the bun isn't cold? The times past I've eaten there I've had the burger 'without' a bun but this time I indulged. I think when any kind of hot sandwich is served whether it's a burger, steak & cheese sandwich, whatever that the bun should be heated as it complements the sandwich more.

Also would like to suggest putting one of those tiny table-top garbage cans by the drink station for people to throw their empty straw papers into as I noticed a few lying on the counter where the drink station is. (Don't know why it's so diffiult for some people to walk a few feet to throw their straw wrappers into a garbage can but at least if you had one of those tiny receptacles at the drink counter it might help those who are challenged where disposal of such things are concerned). ;)

My last suggestion is to add a sturdy coat hook to the back of the women's restroom door as there isn't any kind of hook. It needs to be sturdy enough to hold a woman's purse plus give her someplace to put her coat once cold weather has arrived. Most women don't want to put their purses on a bathroom floor for cleanliness reasons such as picking up bacteria plus some of us carry rather expensive purses but regardless, women need a place to hang their coats and purses. As it was, I had to balance mine on the edge of the sink and it fell into the sink so most def add a very sturdy hook to the ladies restroom door. I imagine the men may need a coat hook for their coats too.

Otherwise, keep up the GREAT job cooking those wonderful burgers! :)

Just ate here on Sat., Aug 10, 2019, for the first time and will definitely be back.

My feedback:

I had a cheeseburger in a lettuce wrap with several free toppings plus a side salad. Burger was cooked perfectly and the entire meal was delicious.

The two ladies I interacted with (who worked there), were as pleasant and friendly as can be. Big kudos for hiring such friendly workers.

The place was immaculate and as soon as customers left, the tables were cleaned immediately. Also, floors were very clean as that's a pet peeve of mine to go into a place where there's crumbs, napkins, etc. on the floor but not here - super clean!

The only negative (and not the fault of this restaurant), is the very limited surface parking. There are several other restaurants that share this same small lot. I know there's garages somewhat nearby but they're not overly convenient. I went on a Saturday at 3:15 and got the last space in that little lot so one can imagine how crazy it is during a week day and during prime eating times but again, this is not the fault of BGR.

As I said, I'll be back but will have to remember to come when it's on a weekend during non-prime...

I have to update my previous comment (below) after a horrendous experience tonight.

We erred on the side of what we assumed would be a better quality burgers and came here instead of five guys tonight to feed our family of 4. I don't love paying ~$85 for 4 burgers, 3 fries, and 2 shakes, but I figured the price and tip would confer similar quality to what I had received in my one prior experience.

We ordered at 1804 and received our order at 1830. I wouldn't mind the wait but instead of being behind in the line for fresh food, the decision was made to dump our fries into a bag at 1810 when completed and our burgers in their bag at 1817. However, they never announced that our order was complete. After unknowingly watching our food get cold and soggy for another 10 minutes, the (presumably supervisor) called our order name. We inquired about our milkshakes and asked why our food was unannounced in the counter for 10+ minutes. We were told it was busy and that "it'll stay hot for 20 minutes." We also learned that one, now entirely melted, milkshake was made at order and stuck in a cooler and then had to wait another 5 or so minutes for our second milkshake to be made.

After our 4 minute drive home, I can assure you all that the food does not stay fresh for 20 minutes, particularly fries, when sitting on a counter with no insulation. Our buns were soaked through. After replacing our buns with some Martin's potato rolls and air frying our soggy fries -which had completely soaked through their bag- the food was still barely edible.

At this point I found myself in utter shock and awe that we paid so much to make our own dinner. We even left a 10% tip for the pleasure of being gaslit and ignored.

For emphasis: I eat one meal a day (OMAD) And hadn't eaten for the 23 hours prior this BGR meal. Usually a burnt shoe is appetizing at this point but I could not choke down the food as it was presented.

My only plausible explanation for this horrible experience is that they've decided that all to-go orders are uber eats/etc and expect you to tear through their delivery counter periodically while waiting and then wait for your shakes to be made at the convenience of the cashier. Then when customers receive inedible deliveries they can blame the delivery services.

Old comment -picked up in store in April: Fantastic burgers and protein choices. Gotta get the bacon/onion jam on everything. Almost as good as my favorite burger place and twice the price, but it saves me a 4 hr round trip drive (which I...

3/6/2021- Update: The owner of BGR reached out to me via email and gave me a detailed breakdown of what went wrong during my visit on 3/4, and a resolution. This resolution includes a partial refund and some internal measures to prevent this issue from happening again in the future. Thank you BGR for the quick and comprehensive solution!

3/4/2021- Ask for your receipt when you purchase from BGR!! I used my corporate credit card to buy a Triple D burger, hot dog, garlic parmesan fries, and cookie. Everything was purchased to-go. The cashier told me my total was $23.83 and I swiped my credit card, expecting to be charged that amount. I originally said no when the cashier asked if I wanted my receipt, since my company only requires receipts for purchases over $25, but then I asked for it later just in case I needed it for accountability. When I got the receipt, the total was over $26 because the cashier added a tip without asking or telling me!! I told the cashier and he took away the first receipt and gave me an adjusted one with the cookie removed and a $2.25 tip. This made the total $23.97, still $0.14 more than what I was supposed to pay. Whatever. I let the $0.14 go because I didn't feel like arguing, but don't understand why he can't give me the correct receipt that reflects what I bought. This behavior is not right.

Food review: Burger is really good! Beef and egg were cooked well, and the bacon was crispy in the Triple D burger. There is a lot of real, raw garlic chunks on the garlic parmesan fries instead of the garlic powder that I was expecting. I think it is a personal preference whether this will taste delicious to you or if the raw garlic will be too strong. To me, the garlic is a bit much, although I appreciate that garlic chunks are definitely more gourmet than garlic powder! The box that the fries come in is made of paper and leaked grease. The hot dog is nicely cooked but pricey since it doesn't come with any special toppings. Cookie is huge. Prep time is good and was less than 10 minutes.

Food quality is 5 stars but I'm rating 3 stars due being charged tip without consent and then being $0.14...