Wayback Burgers — Restaurant in West Chester Township

I had a horrible experience today at your restaurant. I paced an order online and went into the store to pick it up. There were only 3 people working.( Two women working the register, dressed the hamburger, working the fryer, and serving the tables. There was also guy on the grill). I asked about my order and it wasn’t ready yet. The two women did not change their plastic gloves and they made food, delivered food, worked the cash register and wiped their hands on their pants with the same plastic gloves on and went back to cooking. The guy on the grill had plastic gloves on also cooked and wiped off the counter with a dish towel. I don’t know if the dish towel had any chemicals on it or not. I asked the employee to change their plastic gloves because it is not hygienic to reuse gloves after doing multiple tasks. They looked at me as if I was asking for a lot but reluctantly changed their gloves. I asked for a refund on my food (5:10 pm) because it wasn’t up and I was told it was coming up. I explained to them that I didn’t want the food because they have not been charging their gloves. I asked to speak to a manager and no one was there. I was told that I couldn’t get a refund because I ordered online. He told me to call the number online and ask for the refund but the number rang to the store. He offered to remake the food with clean gloves and I said okay. 45 minutes later I ask about my food and he tell me I asked for a refund. I told him yes I didn’t but you said you couldn’t give it to me and you would remake the food. Why would I still be standing in the restaurant if I wasn’t waiting for my food!!! I had to pickup my and was late due to this experience. Even the customer noticed the poor service that I received and apologized for my experience. I took the food because I didn’t trust if I call tomorrow that the guy would be honest about the experience.10 minutes later he make the food. This was the first time I had ordered from Wayback burger and I’m very disappointed with the quality of service and the way that I...

I used to LOVE stopping here after shopping next door at Carters, but tonight I was shocked by how rude the management was.

My Mom and I dined in tonight, and our food was fantastic. My husband had company over so I placed a carryout order midway through our meal. The restaurant became pretty busy, so after about 25 minutes I inquired about the status of my order. They didn't have my ticket (either my order was given to someone else or ticket lost), but they told me they would remake it. Totally fine, not a big deal! They quickly remade my order, and I left without checking the bags.

When I got home, my husband noticed there was a burger and an order of fries missing from our order. We live about 5 minutes from the restaurant, so I figured I would just call and let them know what had happened ahead of time so my other items would be ready when I drove back.

I called, and the manager on the phone promptly told me his team had witnessed them pack the order correctly. I told him what we were missing, and he said he would not refund me or make the items that were missing. Basically insinuating that we were stealing a burger and an order of fries! I asked if I could speak to his supervisor, and he refused and told me to have a nice day. I've never been accused of stealing anything, and it's really a shame that the management would treat their customers like this. I used to love coming here, but my family and friends will not be coming back!

UPDATE

After being prompted to contact customer service, I called and emailed multiple times and no one would get back to me. I even explained I'm not looking for a refund, I just wanted to let them know what happened. Management isn't actually concerned. They just copy and paste the same message. Luckily there are a lot of other restaurants to get fantastic food and service from around...

This evening we ordered carry out from Wayback Burger. My husband found an extremely long hair in his burger. We understand that this happens at times, but my husband could not stomach eating the burger after pulling out a hair that was over a foot long. I took the burger, hair, and receipt back into the restaurant where a male worker spoke to me at the register. I explained our situation, said we understand it happens, and politely requested that the burger be remade. The male worker said yes. I asked if he’d like to see it or if I should throw the burger with hair away and he indicated that I should throw it out. Most of the restaurant could hear parts of what the two workers said to each other. First the male worker approached the female who was cooking at the grill and said, “We had another burger with a hair in it.” The female replied, “There is no hair in these, I’m not remaking it, you remake it.” The male worker stated that he would if she wanted him to. Something was also said about possibly spitting on the burger so I watched as they remade my husband’s sandwich. The female worker was obviously upset and was heard saying, “F$&@ you,” to the male worker multiple times. Then after the male worker handed me our burger I said, “Thank you so much.” When we were almost to the door the female worker mocked my statement in a purposefully high pitched voice loud enough for the entire restaurant to hear, “THANK YOU SO MUCH!” I turned around and went back. The female worker immediately ran into the back and I explained to the male worker that I had brought the hair in the burger for them to see if they would have liked to, was very understanding, and yet his coworker was very rude. I will be contacting corporate and wonder if there may be other...