Burger King — Restaurant in Virginia

My husband and I eat there often and usually the food and cashiers are great. Unfortunately, not yesterday (after 5). I used a coupon, $3 for Double Cheeseburger Jr. combo. The picture on the coupon made it look desirable and delicious with pickles and condiments. In actuality, the burger looked extremely dry and the dots of ketchup and mustard that had seeped into the bun didn't help. I asked the Mgr., as I took the crown off, if that's all it was supposed to have. He said yes. (I hadn't noticed no pickles included). I went to get sweet tea (I seldom drink soda) and the dispenser was empty. I went back to the Mgr and he said 'we can't make more until we clean it.' ??? I asked if that's all they had and he replied yes, so I got unsweetened tea. I left the establishment and as I thought more about the experience, the more dissatisfied I became. The tea tasted awful and I realized, in my total irritation as to how the visit was going while I was there, the mgr never cracked a smile (with any of the customers) nor did he say even once, he was sorry about the tea or how bad the burger looked. I returned and asked for a refund, at which time the cashier went to the back of the store and told someone 'that lady wants a refund' and a couple employees erupted into laughter. The mgr came to the register and just stared at me until I finally asked if the cashier had told him of my request. He had the audacity to say 'no.' I told him the tea was awful and I just wasn't happy with the burger that had no pickles and wanted a refund as well as the coupon. Replying with an 'ok,' he opened the register and honored my requests. I took this opportunity to show him the picture of the burger on the coupon. He simply said, 'oh, it didn't have pickles?' I told him he looked at the burger and should've seen it did not. I then shared that I had been in the customer service industry for 40 years and that this was poor customer service. He then said 'oh really? Sorry.' I will say that the staff at that particular BK has always been extremely pleasant and helpful. This is how businesses go OUT of business. I hope the GM sees this and considers how this staff member may eventually affect this...

I am old enough to remember the slogan " Have It Your Way" in the early 1970's. Saw the recent commercial for 2 chicken parm sandwiches for $6.00. Ordered with extra sauce. I also ordered 2 whoppers just ketchup and three order of fries. Got to the window and was told they only had one chicken sandwich. I was forced to take the whopper or pay regular price for the sandwich. My wife repeated our order to the clerk and assured it was what we were getting.We usually share a fry heading home. Because we drove more than 15 miles out of our way to get these sandwiches. The closest BK to our house is a franchise that we will never go to because of price gouging, poor customer service and poor quality of food. (Please see review below). The next closest BK went out of business. The fries were cold and my wife said she could toast them in the oven. My son opened his whoppers and both had cheese. It was suppose to be plain with only ketchup. My son had to scrap it off. They had microwaved it so long that the bread was stuck to the cheese. My one chicken sandwich had no sauce and tasted like it had been sitting for a few hours. We have never complained when food has to be cooked to order...but service times are more important to BK they having a satisfied customer. What really hurt was the 15 mile drive each way because I had a craving for chicken parm. Had the order been correct and fresh food it would have been worth it. Instead because BK was closing within an hour we got what was left...

Updated Visit Feb 5,2024: Drive Thru, Order Number 4306, 12:30 pm, ordered a classic Chicken Sandwich with Cheese and Extra Mayo and Medium Coke. The receipt clearly shows this and of course, the sandwich does not have cheese as requested and paid for. I do no have time to go back and start the process all over. How hard can this be to give a customer what they ask and pay for.

First of all, the lady on the intercom sounded unmotivated and disturbed. No may I help you, go ahead with your order, You Rule, nothing, just Burger King. I almost went to another restaurant after hearing the unmotivated voice which translates to how my food may turn out. Well I was right, they never get it right, been here several times as I live around the block. I ordered a Melt with Bacon, fries/rings, and medium coke. I ended up getting was appeared to be a double cheeseburger, no melt, no sourdough bun, but fries/rings, and coke, with all the necessary condiments. It just cannot be that hard to take an order, put it accurately into the system, have it made in the back, bag it, and give it to the customer. I guess when you do not want to be at work or do not like your job, you are the Last person to be handling someone's consumable food order. I will drive to Colonial Heights next time. ...