I've heard of the original location but despite living in the area for several years, I never had enough of a reason to go by it and try it, so when I heard it was opening in Crystal City, I was excited and stopped by today to give it a try. Let me first say that I know that this place just opened and so it's likely that there will be kinks to be worked out. However, given the other glowing reviews on here, I'm not really sure how I got to be so unlucky:
I come in and am greeted by someone who I believe is the manager given that she was the only one not wearing the matching shirts, she gives me a menu, and I get in line. When I go to place my order I'm told that they don't have fries but that they'll substitute onion petals for no charge as part of the fries and shake deal. OK, no biggie, they're still new and working things out. About 10 minutes later, I get my food and immediately realize something's wrong. My burger (I ordered the Colletti's Smokehouse) has an S on it and it's got mushrooms. At that point, I check the receipt and realize it says mushroom burger. Not sure how one sounds like the other and I realized that yes, I could have checked the receipt right after I placed my order, so this could have been prevented, but I didn't and technically I shouldn't have to (BGR or even Five Guys gets it right without me having to double check.). Anyway, I go and tell them my burger is wrong and the manager is super friendly and apologetic and tells me they'll make the right one for me and it will be ready soon. I also didn't get my shake and at that point they realize that they hadn't made it, so they said they'll make that for me right away as well. Again, no biggie, they're still new and being very responsive for fixing their mistake.
I stand near the pick-up counter and wait and it becomes clear that I'm not the only one who's having issues with their orders. Rather, that seems to be the rule, not the exception. This one couple was waiting for a shake that they had asked to get extra marshmallows on for their kid for 20 minutes, according to the mom. Through all this, I really have to hand it to the manager as she remained extremely professional, friendly, and despite being under a lot of stress, was trying to hold it all together despite her apparently less than stellar staff. If I were in her situation, I would've probably lost it, so props to her. Anyway, I eventually get my burger and shortly after I get my shake. At that point, I notice that the burger doesn't have any of the toppings that I had asked for (lettuce, tomato, red onion), just the bacon, cheese, and fried onion. I had already waited 30 minutes for my food at that point and was going to be running late so I didn't even care anymore and scarfed it down. So, I can't even say if the food is good or not since I didn't really have a typical experience: By the time I got my burger, my onion petals were cold and my burger didn't have the topping I wanted. The shake (cookies and creme) was delicious though, but again, I shoveled that into my mouth as I was power walking to my meeting since it took 30 minutes just to get my food, so I didn't really get to savor it.
If this were any other place that hadn't just opened, I would be giving this a one star and telling everyone not to go. I hope that this place will improve and that the manager can get some better staff (or better training for the staff) so that the dining experience can be more pleasant. As I was waiting around, I found myself thinking that I should've just gone to Chick-fil-A next door, which is not a good thing for your customers to be thinking.
I hope to go back at some point and if my experience is better, I will be sure to update this with a hopefully better rating. read more