MANAGER SHOUTED AT US! COMPLETELY UNPROFESSIONAL & ABUSIVE! Cold burgers and chips, sent back and were made with complete abandon! Manager shouted at us!
After visiting the great Southport Mos Burger at Australia Fair, I thought the quality and customer service would transfer to the Surfers Paradise store. I couldn't have been more wrong!
First problem was that the place was completely understaffed, 3 members on at 7pm on a Sunday! Optimistically, we ordered our meals after being told the rice burgers were sold-out :( The guy at the register had to make our drinks whilst other customers waited to order and not surprisingly ended-up making the wrong drink for my girlfriend.
We waited longer than normal (about 15 minutes) for our food, most of which we think spent time under a heat lamp which was on the counter between the kitchen and customer area. When our meals finally arrived, we took a few bites of our burgers and chips and they were cold!
I went to the counter and told the guy at the register, who referred me to another member of staff to show him our meal basket and explain the problem. At this stage I knew this guy hadn't been trained how to communicate with his other staff members on issues like this and felt kind of sorry for him. I proceeded to tell the other staff member what the issue was and he just said "Oh OK..."! No "Sorry, I apologise for that!" or "I'll make you another meal right away!" Terrible customer service.
Our meal basket spent a good 5 minutes sitting under the same heat lamp and another staff member (who I learned later on was the manager) poked and prodded the food until they decided to remake it, completely disregarding my request to do that in the first place.
When the food had finally been remade, the member of staff who made it sped out of the kitchen giving me and my girlfriend a very dirty look. Our remade meals arrived at our table suspiciously quickly and were cold, again! Both burgers also looked like they'd been out together in huge haste with complete disregard for proper ingredient quality or quantity; my burger had a tiny amount of mushrooms and my girlfriend's burger had a few shreds of lettuce and almost half of the end of a tomato! You DO NOT put the end of a tomato in any food anywhere! The guy who remade these burgers was completely unprofessional in his approach and who knows what else he did to our burgers after he gave us such an evil stare on his way out of the store.
Completely within our rights we decided we didn't want to eat anymore and wanted to a refund, so I informed the register staff member of this and he referred me to the manager. This is when things got really ugly... She was furious wanted a complete explanation of why we didn't want to eat the food and why we wanted our money back! This was a completely unprofessional approach to any customer complaint in any industry and I was completely taken aback by it. I tried explaining the fact that the burgers and chips were cold to begin with, we could see them under the heat lamp for a while and that the remade burgers were made terribly and with tiny amounts of ingredients. Through all of this the manager was shouting at me, trying to argue completely invalid points eg. the chips were hot the second time around and that's the way the food comes etc... Complete and utter BS! I explained that we'd been to the Southport Australia Fair location and that it's a million times better, and guess what?! No one shouted at us there!
We finally did get a full order refund ($12.50pp for fast food isn't exactly cheap), after the register guy asked us if we just wanted the burgers or whole order refunded! Seriously?! Never again!
If you want to have a heated verbal argument with a manager who thinks she can do no wrong, please, by all means 'dine' here but if you like any form of good customer service, hot and fresh food and staff members who look like they actually want to work where they are. Go to the Australia Fair location or any other restaurant instead! read more