On Sunday 6/29/25 I pulled into the parking lot of the Burger King located at 1150 W. Chestnut St in Washington, PA. While parked in my car at BK, I entered my order using the BK mobile app. Upon paying for the order using 750 rewards points and my stored credit card, I received the standard BK app order confirmation. At the same time (11:51am) I received the email receipt for the order. I also had a notification from my credit card app that the BK order got charged to my credit card. After placing the order, I walked into the BK.
After waiting about 10 minutes, I went up to the counter and asked the manager?/shift leader? what the status of my mobile order was, and showered her my phone with the BK confirmation at Order #. This is where things turned bizarre. The manager said "Oh, you placed a mobile order. I'm the only one from the management team here today, so we're not doing mobile orders today". Quite confused, I went through the standard: "I have an order confirmation. I was charged for the order". She continued trying to rationalize the situation. She also made a statement that I'm assuming she thought was going to explain everything by saying "This is a franchise BK and the app is run by Crown so we have no control over it". At one point she walked towards the back and returned with a laminated card that must have been tape to the wall and said I needed to contact these people to get the issue resolved.
After the various back and forths I said, "So let me get this right. Is the only way I can get my food is if I reorder it here in the store and pay for it again?". She said "Yes". I asked her if she realized how insane that sounds. I then opted to leave the store and go down the road to McDonald's whose app worked fine.
I didn't flip out during any of this, I never swore or used derogatory language; I was frustrated, but professional. Assuming their cameras were working that day, this can all easily be verified.
Before I posted this review, I waited 2 weeks to see if the Chestnut St BK would on their own get the charges removed from my credit card and my rewards points restored. Neither occurred. Looks like that is something I need to do because of the Chestnut St BK.
What's most frustrating about the above events is it seems BK goes out of their way sometimes to force people to choose other dining options. Like so many others, I prefer BK over McDonald's and Wendy's. So many of BK's repeat customers go to BK knowing there's a good chance the service is going to be slow and the food is barely warm, but we do so in the hopes that just maybe, maybe this time the food will be served at a decent temperature and we can enjoy a really good tasting Whopper. The BK on Chestnut street in Washington, PA is not helping BK's downward trending reputation. read more