Wayback Burgers — Restaurant in Waxhaw

Congratulations! You have a perfect “5 Star” employee by the name of Dorian working the front counter. My wife and I loved our experience with her. This young lady did everything exactly right! What did she do? 1). IMMEDIATELY OFFERED A WARM GREETING as soon as we walked to the counter even though she was busy mixing a shake at the time. Dorian also let us know that she will be “right with us.” 2) When I asked her a question about the garden burger I was interested in, she did not know the answer and instead of guessing, she immediately turned around and asked another employee for the correct answer. 3) Dorian very politely, professionally, and patiently took our order, repeated the order back to us in full to verify accuracy, and then completed the sale transaction. Dorian also appropriately educated us about the app and perks your company offers and answered a couple of other questions about your restaurant and organization. Dorian is a wonderful asset to your organization, and I do not make this statement lightly! OWNERSHIP/MANAGEMENT please acknowledge and reward this employee. Room for improvement: Dorian will be highly successful in life! She is gifted. Management teach her how to “suggestive sell” and with her personality - she will drive sales and improve your bottom line - all day long! Also, as a general statement for every employee in your chain, I highly recommend that you thank each customer for their business every time you ring the register! In addition: I found Dorian hustling while we were eating our meal (multitasking behind the counter, and cleaning the dinning room). Great motivation and productivity. Dorian also followed up and asked us if everything was okay with our meal. Such a nice touch (almost always overlooked at other fast/casual hamburger restaurants in this market). The young man who delivers our meal to the table asked us if there was anything else we needed (well done). This is a sign of great management within the restaurant.

Facility: front door and windows - clean, tables and floor - clean, drinking station - clean, men’s room - clean, parking lot - clean, garbage cans - properly maintained. Well executed.

Food: quality (including taste and texture) 4.25 out of 5 stars (ingredients: all topping extremely fresh - above industry standard). Well executed. Again, a sign of great management.

Value: 4 out of 5 stars. Sandwich size need to be 10% larger (at the current price point).

Waxhaw Recommendation: 1) Improve awareness. Nobody knows you exist. 2) You must improve the signage within this restaurant (bigger, bolder, more colorful. & appealing). If at all possible, you also need electronic screens advertising product and pricing, something similar to a Culver’s. And be sure you highlight big and bold within your new signage on the wall (something similar to the small counter display indicating that you can “craft your own” sandwich). If I could not do this - I would not return. Invest in this immediately - it’s too important to hold off! Your customer base loves this option - get it up on the wall!

Final note: Dorian is the ideal employee for any customer service related business. Take good care of her management! Other business owners or managers would love to have this skilled employee interacting with their customers as well. I see other job offers coming her way.

My wife and I are retired, we live in Waxhaw, I had four decades of customer service and sales experience (and a couple of times I was briefly in the restaurant industry).

This is a restaurant experience worth repeating. We will dine again....

EDIT—Since I can’t respond to the owner’s comment, I will leave my response here. First and foremost, thank you for the apology. But to say that the manager offered to take my number to make it right is a complete and total lie. And he never said that I would have “an extra cup the next time I come in.” I was told I could turn around and pick up the missing cup and the missing sauces, or that Wayback would “promise” my order would be correct next time. And to say that the food was under a heat lamp is also a lie—it was left in the bag on the counter without any heat.

While I realize that these are very, very minor inconveniences, your response is completely disingenuous and FALSE, and that deserves to be called out—you messed up today, and an apology riddled with inaccuracies doesn’t make it any better. Despite my annoyance, your bigger concern should be that your food isn’t good and that customers should look elsewhere. There are plenty of non-chain offerings in Waxhaw that have much, much better food and service.

Since I called in to complain, you should have my number, should you wish to speak to me personally.

We were very excited to try Wayback Burgers, but this will be our first and last visit. Unfortunately, we had a terrible experience—and on Father’s Day of all days.

We submitted an online order and arrived 5 minutes after the promised time. (For those expecting a “curbside” pick up—as offered online—there is no such thing. You will still have to park and wait in line at the register.) Our food was ready, but it wasn’t under any sort of heat lamp. The burgers were quite cold and the sides were cold AND mushy by the time we made it home.

We found half of the sauces were missing from the bag as well as the drink. Not only that, but for those who order a side of fried pickles, the regular size includes exactly 10 SMALL pickles—and in our case, no ranch to dip them in. For a side that costs almost $5.00, this is incredibly expensive per pickle. The size of the tots and fries are not very generous, either, nor are they very flavorful.

We called the restaurant and were told by the manager that both the tiny portion and lack of flavor were the “Wayback standard.” This “standard” also doesn’t allow for refunds for missing food or drinks. Our only options were to come back for said items or to order from Wayback again—and that they would “promise the order is correct”. Now THAT should have been the “Wayback standard”—correct, delicious food/drinks the first time. How ridiculous.

If you’re looking for one positive, the bourbon bacon burger and the buffalo chicken sandwich were okay.

Save your money and order food from any of the local...

Had our first experience here today around 12:30. The cashier was lovely and funny but as a former restaurant Manager I feel maybe she needs a little more POS training. There was a misunderstanding with the kitchen on my food because of the way it was rang in, and even when I sent my food back to be corrected it didn't come out correctly to what was on the ticket. My partner's food was incorrect as well. His was simple, a classic with no onion and no lettuce, but there was enough lettuce to feed both of us. Which I guess ended up being good because I didn't get my lettuce. I also didn't get pepperjack, I got swiss, I didn't get pickles either. I had a customized burger for sure, but the cashier recapped verbally and we agreed that she understood and what came out was the A1 steakhouse. Which isn't what I ordered. I ordered similar and asked it to be corrected, but when it came back as the same exact burger +bacon I just let it go because they had just gotten a large rush in and I don't want to be a bother. The food was delicious but we wish it'd be what we'd ordered. I think the staff just needs a reminder that it's okay to slow down, clarify, and even make mistakes! They just need to breathe and fix the errors :) lovely place, and lovely atmosphere I will be back I'll probably just order...