ComplaintsforBurgerville, LLC

• Initial Complaint

  03/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have lived here since 2001. As a past Chamber president & a 10-year on-air reporter this is my community. I am a very patient person and it takes a lot to get me angry. This did.I had placed my order through the app with a pickup time of 11:15. I arrived at 11:15. When I got to the window I was told that my order had been lost and that this has happened to others so I asked for the manager.The manager, *****, immediately took a negative position with me. She chastised me for backing up the drive through. She ordered me to park and as I did she came out. I, again, asked what to do about my missing order. I had paid through the app already. I showed her my phone screen with the order on it.Next was her obvious intentional desire to create a problem. When I showed her my screen she said oh, anyone could of created that. I asked her if she was calling me a liar. She said all she could do is call IT. I said I need my food and we both went inside. She yelled you need to calm down and then when a customer tried to get involved I told them to back off.Another employee asked me for my order and I showed him. He took it and gave me a #.10 mins later this manager threw a bag of food at me and said here! 4 hamburgers! It still hasnt come in! Her computer systems failure is not my fault & the food she threw at me wasnt even the correct order.She offered no solution. Her attitude was that I was bothering her because I wanted my order. That is the point of running a restaurant.I have been trying to figure out why she acted the way she did. My belief I was profiled. I practice a religion that is not ********* and can be controversial to some. She looked at my religious icon sitting in the car and on me at the drive through. It is my belief that I was profiled and discriminated against by this manager. It is my belief this manager is a bigot. I am surprised to find one managing the ******* location. I need a refund and a response.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Purchased 2 gift cards at the ************ location around December 17th 2023. One for $35 and one for $5. When they were used on 1/3/2024 they had expired and therefore had a ZERO BALANCE! What kind of scam is going on here? Why are you selling holiday gift cards in December 2023 that expire December 31 2023? HOW MANY OTHER PEOPLE PURCHASED GIFT CARDS THAT HAD MAYBE 15 DAYS LEFT TO BE ABLE TO USE THEM AS A CHRISTMAS GIFT. Im sure this could be a Class Action Lawsuit. Change your practices AND STOP SCAMMING YOUR CUSTOMERS. I loved Burgerville until this happened. Been very turned off with being asked for a tip as well. PAY YOUR EMPLOYEES A DECENT WAGE AND STOP ASKING FOR TIPS. USE ALL THAT $ YOU MADE SCAMMING PEOPLE ON EXPIRED GIFT CARDS TO PAY YOUR EMPLOYEES!!

• Initial Complaint

  11/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  date : 11/13/22 amount: $5.58 Charged a tip on drive thru order without permission. Theft.********* (manager and person who stole) was very rude, did nothing to resolve in fact delighted in losing a forever customer.order ID ****************

  Business response

  12/05/2022

  Thank you for reaching out regarding this issue at our ********* location. We have reached out directly to the guest and confirmed a refund of the tip that was not authorized. We have also apologized and have offered to send the guest a gift card for the inconvenience and the uncomfortable experience. The guest has declined to receive any additional compensation in the form of a gift card due to their concern that we allow for tipping in our restaurants.

  The conversation about tipping in the restaurant industry is constantly evolving, and one that we are following closely. While we encourage tipping at Burgerville as a way to show appreciation when a guest receives excellent service. Choosing to tip or not, should never change the level of service or quality of food you receive. The card reader will always display a no tip option that guests may choose. 

  Customer response

  12/06/2022

   
  Complaint: 18399178
  
  I am rejecting this response because:

  I did not want gift card because of the theft and treatment we received has made us vow to never again go to their establishment. I did not refuse because you allow tipping at place.

  I did say that stealing $6 (auto TIP pushed without knowledge) for a drive thru burger was complete bull and wrong, as is guilting a patron into TIPPING for fear of food being messed with (spit on, dropped on floor etc) if tip is not received.

  Pay your employee's, do not guilt-threaten-steal money from customers to pay your employee's to do their job.

  Tipping at a dine in restaurant where waiter-waitress continue to help you through your dinning experience is understandable/excepted but not for drive-thru
  
  Sincerely,
  
  ***************************

  Business response

  12/06/2022

  Greetings, I am reaching out on behalf of *** O'***** at Burgerville in regards to the a correspondence that we received for complaint **********. We are not sure how or who was initially notified or how we were made aware of this complaint initially. We have since reached out to this guest to resolve this issue. Moving forward we are wanting to make sure we are able to see and respond to any complaints that come in for us in a timely manner Regards, *****************************

  Customer response

  12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, as long as money was returned apology for treatment and no words put in my mouth (as in previous response) we are done. Accepted.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Total order $16.76 date : 3/15/2022 DT*196 I'm really disappointed in Burgerville as this is the only fast food that my family and I eat. And this time, like every time, when we ask for no salt on our 2 large fries they never ever fill it up. They forget to **** more fries that are unsalted, so when they realize that they needed two orders cooked and that they don't have enough, they just split whatever is cooked between two orders. I have worked in fast food in the past and know this ridiculous trick that certain employees will pull to cover up their mistake. I'm sick of having to waste time to file a complaint against Burgerville for issues that we have with them. They used to be a phenomenal company and rarely had any issues with my orders pre covid. I'm not sure what the pandemic has done to this organization but it's definitely cause them to go downhill with the quality of people that work there. I have attached photos of the the French fries as soon as we got home. In the future we will sit in the drive through line after getting our food, holding up the drive thru line, just so we can make sure our order is correct before leaving. I would like a full order refund or gift card.

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