Burger King — Restaurant in Waterbury

Update below 4/18/2025.

This is the Burger King at 998 Wolcott St. Waterbury Connecticut drive thru. Date: 4/15/2025 5:15pm. I was overcharged for food I did not order. I got the correct meal but I got the car that was in front of me their charge. I went inside to show them the mix up. I was asked to check my bank to see how much I was charged and I confirmed that I paid almost twice for my meal.

Another employee asked to bring in my bag. She saw the bag but did not believe me when I said I was overcharged as I got someone else's receipt and paid that amount. She still acted as if I was wrong and and that point I asked for a full refund. She told me that I would have to wait umtil tomorrow as the manager wasn't there. This woman did not provide an apology. I took pictures of the bag of food and drink and also captured the woman who I spoke with. I asked for copies of both receipts (I can clearly see that someone with a Mastercard paid my meal and my Visa debit card paid for theirs). As I left, I saw the car that was in front of me returned to to drive thru and it seems like she was apologizing to the worker.

I put in a formal complain with Burger King's online customer service and uploaded the receipt. Someone will be reaching out to me within 24 to 48 hours as the online customer service is an automated system. I will be returning the next day 4/16/2025 around the same time (5:15pm) to show my proof and ask to get a full refund. I'll update this post with the solution.

Now this is not the first time I got really horrible service. Mix ups and slow speed is quite common at this restaurant. I stopped going to this restaurant for over a year but I decided today (April 15th) to get some food from here as I will be busy later on and hopefully things would have improved. I was wrong. Things haven't changed. Employees are not trained properly and handling customers complains was not handled in a courteous manner. I really don't trust that I will not get my refund which is why I'm writing here today and made this known to Burger King online customer service.

I never had any problems with the other Burger King restaurants at other Waterbury Connecticut locations. Just this one on Wolcott Street. This one is a new location but it has old bad habits.

Update: I changed this from 1 to 2 stars. I met with the manager on 4/16 and she did issued me a full refund. She was pleasant and apologetic. I waited till now to make sure I saw the refund in my bank statement and it's there. I can't say anything about the food but I did like the manager for being a professional. I just hope the certain employees could learn from their manager about handling...

I thought this Burger King was drive-thru only, but I was wrong about that. You can go inside to eat if you want. There are 2 drive-up lanes that you can pull up to, to order, however; and it's conveniently located to all of the various places in that section of Wolcott Street in the vicinity of Lakewood Road. So, when you're out and about, running errands and whatnot, and need a quick bite to eat on the run, or to take home or back to work with you, it's a quick, and convenient place to go. However, if traffic is brutal, it can be very difficult exiting the driveway; especially if you need to turn left, because there's NO LEFT TURN! You'll have to watch the traffic lights at the Wolcott St./Lakewood Rd. intersection, to plan a safe and successful exit from the parking lot/drive-thru. Currently, Burger King has a special deal where you can get 2 Whopper Jr.s for $5.00. That's a great deal. Also, I have never received a "bad" burger at this particular Burger King (as I have at others, such as: the Burger King on Thomaston Ave. in Waterbury, where the lettuce and tomatos are usually wilted and mushy, and the special sauce was runny, and bottom bun was soggy. . . as if they were sitting under a heat lamp for an extended measure of time). 🤢 Even worse than that. . . the Burger King on the main road that you come to, off the northbound exit into Torrington. There, I observed an ungloved girl (behind the person at the drive-up window), take out a bag of trash, while I was in my car at the window, waiting for my order; then, come back in and lean against the counter, chatting with the person at the window. As she chatted, she pinched her nose, then, wiped her nose on the back of her hand; and then, turned around to wait on a Customer who had just come up to the counter, inside!!!!!! 😱 I was shocked and disgusted, and left, immediately. . . without even waiting for my order!! And had every intention of reporting this, but once I got home, I wondered who I would even report it to! And also. . . would they even do anything about it, or just call me a Karen? I definitely will never go back to that one, though! 😝

Things like that definitely make a person rethink eating out. Especially at a drive-through, where they employ...

Before I wanted to leave a review, I decided to speak to the manager at this establishment about my experience and he is the nicest man! He explained to me that there’s a lot of younger new employees and that many of them are still training. That’s understandable we’ve all been there at a new job. Not only did he apologize several times, he gave me a 50% coupon for a future purchase and refreshed my order from the night before that was missing items. He wanted to make it right and he did and for that he is the reason why I will be back! When I returned to get the food that I didn’t receive in my order the night before, it was made fresh when I arrived. The service has always been great there. The younger people that are working are always smiling and the crew in the morning are just as wonderful. We need to start giving people chances and allow them time to gain experience at their job. There are people who don’t show up and they end up being short staffed, and that’s not the manager‘s fault. The manager at this establishment deserves a raise and he is the most kind hearted manager at a fast food restaurant that I’ve ever encountered. Kindness and compassion go a long way. We need to start supporting these workers instead of constantly putting them down. We all have to start somewhere. God bless this establishment and...