Cook Out — Restaurant in Virginia

Absolutely rediculous. I tried to call to complain but couldn't get anyone on the phone. I went to this Cookout on my lunchbreak on Sept 25th, 2025 . I couldn't locate my receipt until now but I took pictures the day it happened. (Ignore pic of the pumpkin, that was a mistake. )I ordered a double cheeseburger tray with L, T, M, and pickles, with fries and cheese curds. I got a hamburger that had no cheese and when I opened up my burger, while back at work, the tomato had a big rotten spot. It was gross. I couldnt go right back over there because i only had a short time. I tried calling and got no answer. I tried to just take the tomato off and eat it, but with no cheese and no tomato, it tasted terrible. The burger went in the trash. Luckily, i could at least eat the fries and cheese balls. But, for almost $10, fries and cheese dont cut it. Im sure if i went back, they would just say, ok, heres another burger, but someone needs to realize you shouldnt put rotten tomatoes on a burger. I cant beleive they would put this on someone's sandwich. They had to see it because it was the only slice on the burger. The person fixing burgers that day...

I usually get the cheese quesadillas, but sometimes they add chicken which is not cool, because I do not eat meat!! But the last two (2) orders I've had of the cheese quesadillas the cheese in the middle was uncooked and the food seemed to smell and taste of at least one of new workers, that have recently served me. Not the same team, as even early as 6 months ago. I know times are trying for everyone, but if someone can smell and seemingly taste the smell of an employee, it's time for the HR hygiene course, that's usually discussed before employees go to the food handlers classes, to get their food handlers cards, and before or after all of the other HR, company and OSHA classes are completed by new hires. But perhaps even the food handlers card is no longer a thing any more? I know Williamsburg has had it's fair share of food poisoning cases, and I know as an ex-restaurant employee (even as a hostess, dishwasher or busboy/girl) we all had to have our food handlers cards, before we worked in the restaurant or with guests. Perhaps there is no health inspection department in the city of Williamsburg or James City...

This Cook Out is one of the best fast food restaurants in Richmond. The majority of fast food restaurants on this street have poor service and OUTRAGEOUSLY long wait times during rush. (40 min at Wing Stop with 5 customers in front of me, 50 min at Little Caesars with 10 customers in front of me, no I am not exaggerating). Cook Out on Laburnum has exceptionally fast service that rivals some Chick-fil-As (I say that as a former CFA employee). Even at peak hours, there are rarely more than 2-3 cars in line ahead of me and it's not because they aren't busy, it's because they're so fast. From order to food ready in under 2 minutes sometimes, which is impressive with the number of items and variations on the menu. I've seen a lot of popular Cook Outs get traffic backed up as bad as Chick-fil-A but not this one. I worked years in the fast food industry and I know how hard it is to keep good employees and manage a store well. The employees I've seen here so far were all efficient and professional. Well done!

P.S. whoever is giving the extra cheese curds you're...