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Business Profile

Fast Food Restaurants

Burger King

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fast Food Restaurants.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:10/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Visited Burger King on 9/22 at 01:06pm and ordered a whopper sandwich with several other things. My order was $21.78. When I ordered the whopper, I said just the sandwich which implied no meal. I waited for just over 25 minutes total from when I pulled in to when I left. When I got home and pulled out the food, my son who wanted the whopper said it doesnt have anything on it. I called and was immediately asked what my order number is. No care at all for any mistake made. The woman taking the order marked the sandwich as plain. I did not say plain. I was immediately given attitude and told I would have to bring the sandwich in to get a replacement. I said that I could not because I told my son to start eating it. We all were eating lunch at that time and that was his food. I was given a very hard time and told that that is a new policy and it could not be replaced if the whole sandwich wasnt returned. I said that I am not doing that and that that is unacceptable. I was hung up on. I was talking to an employee named ****** I called back asking for the names of the workers and was given an even harder time by the acting manager, ****** *****. The entire meal was cold and flavorless anyways. I will never visit that Burger King again because of the taste of the food but especially because of how they feel they can treat customer. They say their policy is one thing but then say they could have given me a new sandwich, but because I was causing a big deal they are not going to anymore. She then plained to me about her staffing issues and said I was entitled and on a high horse. Well I should get the food I order and pay for when I go to a restaurant. Especially having to wait so long. The first phone call was with ***** and I was hung up oh.The second phone call was with ****** ***** and she was rude and hateful. She did not care about their mistake or resolving the situation. Every employer there this day walked around lazily and careless. I will spread the word.

    Business Response

    Date: 11/04/2024

    To whom it may concern,

       

        I was disappointed to receive this letter concerning Ms. ****** *****. I remember this afternoon, transaction and the numerous phone calls very well. ***** was the manager to take the first 2 phone calls. ****** was asked to bring the sandwich back and that is when she said her son was already eating it. ***** then told her that we would replace the sandwich her next visit. She was asked to hold and was placed on mute and I do believe this is where she thinks she was hung up on. Her next phone call was also answered by *****  and she was irate by the end of the greeting. ***** then handed me the phone and we spoke about the situation and I tried to calm her down when i was able to get a word in. I offered to replace her entire order and refund her payment. That did not touch what she wanted. ****** wanted "heads to roll" were her exact words. I honestly believe she wanted  me to fire the individual that made her order incorrectly. Numerous times i confirmed how sorry we were and that we would replace her food.  After 37 minutes and nothing but her continuing to yell at me on the phone I informed her that i had to hang up the phone and that i no longer could stand for it but if she wanted her food replaced we were happy to do so and i ended that call. 

     

        We here at ******* Burger King apologize for our part in this matter. We will strive harder for those Gold Standard Moments. 

     

    Thank you for your time

        Much regards

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