Burger Lounge is typically one of my favorite options for burgers, but this location has disappointed in regards to service.
TLDR: bad service and bad attitude from employee makes this location not worth it. Good luck with pickup as food gets cold waiting on the counter.
I always order online for pick up, as i'm disabled and need quick in-and-out options to avoid standing too long, or having to wait.
Recently I placed an order through UberEats at this location. I was nearby and headed to the destination immediately after placing my order. The ETA was 15-20 minutes and I arrived within 10-15.
There were two small families, one actively ordering and the other waiting in line. Otherwise no one else was there.
We walked directly to the pick up counter (which is there so the employees know to acknowledge pick up orders and hand off ASAP). We were not acknowledged at all.
The family ordering needed time to look at the menu, and instead of the person at the register stepping away for two seconds to hand us our order that we could clearly see ready on the counter behind her, she actively avoided eye contact with us and stood there while the family stared at the menu and decided.
We patiently waited during this interaction despite our food being ready and plenty of opportunity for it to be handed over to us.
When the family finished ordering I went to say "excuse me we are here for pick up" and the girl turned her back to me and walked away to grab printed receipts and line them up on a counter opposite of us. Once again deliberately ignoring us.
When she walks back I try again to get her attention and she interrupts me to invite the next people to order.
At this point i'm impatient (my body is beginning to hurt) and I am recognizing the active attempts to ignore me.
The second family takes a long time to order, once again needing time to look at the menu in which she could have handed us our order. They also had a ton of specifications for their meal.
After 15 minutes of waiting and two groups ordering, the girl finally turns to us and without any sort of customer service snaps "what's the name for the order?"
I tell her and lo and behold our order WAS the one on the counter behind her getting cold the whole time we waited.
Due to our food sitting that extra 15 minutes, when we finally got to eat it was cold. The fries were stale. As a place that is SO expensive, this is an unacceptable way to receive food you pay for. What's the point of having a pick up counter if you still have to essentially wait in line to receive your already prepared food?
I've never had issues like this at any other Burger Lounge location, which made this even more disappointing. And as someone who has worked customer service most of my life I am very patient and understanding with employees. However, this felt really disrespectful and disappointing. It's one thing to experience poor service, but it's another for that poor service to impact the quality of food.
I submitted a complaint to UberEats who let me know they couldn't do anything and to contact Burger Lounge directly, which I did and still have yet to hear a response.
I don't expect employees to be happy and positive and thrilled to be working, but I do believe it's normal to expect attentiveness with pick up orders, especially with such a small location with hardly anyone else there.
Aside from that, this area is very busy so good luck with parking (we got lucky). There is seating but it's limited. The restaurant itself is really warm inside and can get crowded as the line is directly in front of the entrance to get inside.
My advice: try any other location, this one is clearly not it. read more