Burger 21 — Restaurant in Virginia

Cold burgers, soggy fries, indifferent employees. Unlike any experience I have had with many other Burger 21's.

First time eating at this particular store, ordered pick-up through Uber Eats, made the 3 minute drive from home and picked the food up exactly on time. Came home and tried fries which were very soggy and damp, and tasted like they were old. Didn't think this was normal because we've never had soggy fries from Burger 21 and because we picked up the food and tried it within 5 minutes. Went back, they remade the fries and the burgers (because at this point the burgers had gotten cold too) without any haggling with the employee which was good. Fries came back nice and crispy and hot, but now the new burgers were cold? The meat was hot which is kind of expected since it's meat and should be cooked, but everything else on the burger was COLD. Not even room temperature, you could have convinced me it was just pulled straight from the refrigerator. I asked the employee if this was normal, he said no, so I just asked if they could just remake it properly this time and he said they would have to serve me all the ingredients separately. I asked why they couldn't just make a burger with buns that are at least warm, and he said that it was because there were too many ingredients. One of the burgers was a Cinco burger which is on their menu, so that excuse doesn't make sense, if there were too many ingredients to make a warm burger, then why would they have that on the menu? We've had the same exact burger at many other Burger 21 locations and never had this issue so definitely seemed off. There was no way I was paying $10 per burger just to have everything but the patty be cold or for me to just put it all together like a puzzle. McDonalds makes a cheap burger for 1/4 the price that's nice and hot, so I would not expect cold burgers from a nice place like here. The employee even admitted that this wasn't normal, so I don't know why they couldn't just make it properly this time. Got my refund and learned to not visit this store again.

EDIT: Got my refund receipt and assumed it would go through with time. Been two weeks since transaction and no refund in my bank statements... Was curious and called employee, apparently they gave me some sort of Burger 21 app credit. I don't have the app with them. So I did not even get my refund, just in-store credit, when the employees had specifically told me that they had refunded my order... What a mess.

Never had an experience like this with Burger 21 so I'll still order just from...

First of all congratulate the members of burguer 21 who are behind a metal door preparing a delicious hamburger, regardless of whether you are a vegetarian or a child or a grandfather prepare a rich hamburger as you ask. Is a very welcoming place the owners are very interested in improving the products and every time they have a wide range of fresh products to take to their customers. Have a fantastic staff that takes your tastes and desires to a rich and juicy hamburger or any product present in the Menu. The salads are fantastic, very well presented and with the requirements that the client demands without leaving behind the fantastic sauces that seem magical. The delicious tenders that are crunchy on the outside and very juicy on the inside accompanied by sweet potatoes is fantastic, the shakes are very creamy and I assure you that you will want to try more and more. I recommend having a little patience when the restaurant is a bit crowded, as sometimes we are critical of saying that our food will be delayed. But I guarantee that the operations so that you enjoy a delicious hamburger as we do not deserve it is being elaborated by the best hands and the best people so that your family and your body are happy and satisfied with one of the best hamburgers that for me are The best I've ever had in my life and in my travels in the United States. I am very grateful for its owners and other people who made possible my stay in the restaurant for a huge attention with me and my family, fulfilling an excellent menu. A hug...

Update: I had a 5star review for them before and loved to go there often, but today's visit needs a star to be taken off for their service or, the lack thereof. We ordered our food to-go for the family and there were 4 little kids in the group who aren't allowed to drink soda. We asked for 4 water cups and they gave us 4 disposable cups without lids (that's what they use.... understandable). But we mentioned politely that it will be a problem carrying the 4 cups of water without any tray or lid because we were going to eat outdoors at the "movies under the stars". The girl we asked another girl and both of them couldn't help us. Even though they have soda cups and kids cups with kid's meals. Again, we didn't cause a scene and politely talked to the manager lady....she ended us giving the cups but with the most unfriendly attitude and mention of the fact that....it is part of her inventory that's going. Any other restaurant wouldn't have thought twice to give away soda cups....they cost nothing and it is a matter of service. Disappointed!

A lot of places make good burgers, but this place stood out to me because of their amazingly flavorful Thai Shrimp Burger. It has a burst of flavors and captures the true essence of how a Thai burger would be! Their fries and sweet potato fries are fresh and amazing. And, last but not the least, the assortment of sauces starting from toasted marshmallow, Chipotle mayo to Cajun Ragin' just makes one feel like in a...