BurgerFi — Restaurant in Winter Garden

Good evening, If I could also get in contact with corporate or someone higher up in regard to this, I will in a heartbeat. This is not your typical feedback that you may receive in regard to a store service. I wanted to supply feedback based on a few things I saw at this location during one has to be one of their busiest times of the year. My in-laws and myself were in downtown Winter Garden for their Christmas golf cart parade on Saturday, December 2nd and we ordered some food from this location. The first thing I noticed was that because of the absolutely insane volume of customers, there were at least two managers on duty, at least from my perspective. One of the managers, Amon absolutely stood out to me and as someone who has worked in the fast-food industry for years before my current career, I wish I had a manager like him to help me that way he was attending his staff and customers. He was consistently communicating with staff making sure everyone was ok and all needs were met. He knew every customer that was waiting and keep checking every few minutes on orders in a polite manner and keeping customers confident that they were being taken care of and he valued their patronage. Secondly, I want to highlight the staff and a young boy named Amari, (I believe I could have the names wrong or backwards, my apologies), for their incredible performance. Their teamwork shone in the few minutes that I stood there and waited for my food as they were knocking out orders and replenishing condiments and stock amongst all the chaos. There were easily over 50 people or more crowding that tiny little restaurant and although I am sure the staff were EXTREMELY overwhelmed, none of them faltered, front line and back line. And finally, what was the icing on the cake, focusing a bit on the back line here that were in the kitchen, my order and others were made correctly and still piping HOT. From the moment, I walked in the door, to my second time going back in and finally leaving, that store was operating in absolutely unison and as a fast-food industry dream store would operate. I have never, in my many years' experience, from serving tables to working at Hardee's, NEVER seen such incredible teamwork and management. If there is a reward for best store location, SIGN THEM UP! They represent speedy, efficient, consistent, valuable, and superior service under the name of BurgerFi and I will return once again, whether for the job the manager offered me or for Christmas gifts for the staff, congratulations to this incredible store and keep up the good work because you guys are definitely...

I had one of the worst customer service experiences at this BurgerFi location. My husband placed a BOGO order through Uber Eats at 5:50 PM. I arrived at the store around 6:05 PM only to be told they never received the order. I provided my name, order number, and even showed the order confirmation on my phone. Instead of offering a solution, the cashier questioned me about the store address and seemed confused.

While she called for the manager, two employees came from the back and reviewed the order info on my phone. Meanwhile, my husband placed the order again. One of the employees told the kitchen to begin making the food and I reminded them to make sure it was two burgers, no tomato or lettuce. She said she’d let the kitchen know.

After a few minutes, I received the food but when I checked it, it only included one burger and one order of chicken tenders. I went back and told the cashier it was supposed to be two burgers and 2 orders of tender . She looked frustrated disappeared into the manager’s office and eventually came out to tell me they’d make the second one. This time I waited at the counter. When the second burger was ready, it was tossed onto the counter and hurriedly put into the bag—no communication, no apology.

I also paid for two sauces that I never received. When I asked, I was told they were either out or expired. Again, no offer for substitutions or compensation.

What made this experience even worse was how I was made to feel like I was doing something wrong—like I was trying to get free food instead of simply picking up a paid order. The staff seemed more concerned with getting me out the door than fixing the issue. The manager never came to speak to me or explain anything, even though I clearly showed them both orders and that the first had been canceled through no fault of mine.

The whole experience was frustrating, disappointing, and honestly made me feel unwelcome and disrespected. I didn’t receive everything I paid for, wasn’t offered any kind of customer service, and was treated like an inconvenience. Definitely not what I expected from a place...

My family went to the Burgerfi in Winter Garden to enjoy the national cheeseburger day celebration. It was especially busy, and understandably so, so we waited in line to order our food. The wait was not terrible for the amount of people in the restaurant but once I ordered and sat down to wait for our food to be made we waited and waited and waited. From the time I ordered to the time our food arrive it was close to 50 minutes. But what made it worse was the burgers given for my childrens meals was raw. So I took the food to the counter to ask for a refund as I did not have time to wait for the food to be prepared again. I waited another 15 min with raw food in my hand visible for them to see. When I was finally acknowledged there were two other people waiting to return their burgers because they were raw as well. The cashier apologized profusely and offered a full refund. He asked if it was cash or card used, for my name and the amount on our bill so I told him it was charged on my credit card and gave my name and handed him the receipt but I was puzzled because he never asked for the card to perform the refund. I asked if that was all I had to do to obtain the refund and he said yes. He took the receipt and information and put it somewhere behind the counter. I assumed he would find the order and cancel the charge or something. I left and the next day checked my bank statement and saw the charge was still pending. I was once again confused so I called them to ask when I should expect the refund. When I called they seemed confused by the situation and initially could not find the receipt that I had handed to the employee. After I explained again the experience they looked for it again and found it but then asked for the credit card number over the phone to perform the refund. This showed me there was no genuine intention to refund my order the night before. I am very disappointed as I had heard great things about their burgers but if that is how they run their restaurant and treat their customers at peak hours I will not go again. Would...