This is a combined review, on the Burg Bar & Grill and 727Foodnow…read more
I ordered my food on 727Foodnow, for the convenience of delivery while working the night shift.
I ordered for myself the "Double Grilled Cheese Bacon 8oz Burger"
Having ordered this burger in the past, I know it should have a grilled cheese sandwich with bacon on top and bottom of the burger to replace the bun. If in doubt, yes, I really did mean a hamburger between two grilled cheese sandwiches. On the order, I requested in special instructions "could I have pickle on the side? American cheese on the grilled cheese, pepper cheese on the burger. I will post photos of the exact typed order as requested online.
So now to the arrival of food and it's presentation. I received the food in a usual type take out box. I opened the box and found, what I can only describe as "what looked like I received some one else's box of left overs." This appeared to just be a piled mess of food. There was no real presentation at all.
Having experienced this burger in the past, I know there should be two grilled cheese sandwiches involved. I found the top and bottom sandwiches, or two pieces of bread with a half strip of bacon between. There was NO CHEESE. I'm not sure what happened to the cheese for the grilled cheese sandwiches. I did find on top of all of the food, a pile of melted pepepr jack cheese on top of everything. Just lying there, looking like a sorry pile of yellowed, and old cheese. There was also no cheese found on the burger. Now because I ordered the Double Grilled Cheese Bacon Burger; one would think, it should involve an actual grilled cheese. I'm still confused as to where that is located. It wasn't found on my sandwich.
Now, after opening this box of food (?), I proceeded to make calls. And let me explain the customer service found with both Foodnow, and The Burg Bar and Grill.
I began with foodnow. The male that answered the phone began initially to argue, or correct me, on how the food was ordered. Well the wonder of the internet and online ordering, reveals a record. And I must say, they were none to happy about even attempting to right a wrong. The resolution began with "well as you know, we are just closing now. So we can't re-order the food. And I see you used a code for free delivery, I guess that's ok. Well, I guess what I can do is return the charge for that item to your card, it will take about 2 to 3 business days." I had to settle for the resolution of returning the charge for the sandwich. Now a better service would maybe have been, 'I'll get the order replaced and out to you. I know we just closed now, but the restaurant is still open, so we will get it replaced'. There was no attempt at making sure someone working a night shift, might receive the food they ordered.
After such a horrible result from Foodnow, I call The Burg Bar and Grill, and I wish I could say things went better. However, things were not better, only worse.
The conversation with The Burg, began with explaining the order. The female on the other side of the line states, "I didn't take that order, but it said cheese on the side. I thought it was kind of strange." I explained what I was looking at in the box of food. I questioned why anyone would allow such a presentation leave their restaurant. Her reply was, "well foodnow is suppose to check it when the pick it up." I asked, how would any cook even look at what they put together, and allow it to leave the kitchen. and the response was "well sir, we are so busy tonight. We are probably the busiest we have been this year. If it was another night, this probably wouldn't have happened. But there isn't anything we can really do about it, because we don't even collect any money from foodnow. So we can't do anything about it from our end. I explained to this lady on the phone, I plan to take photos of the food I received and post them online and let all of my friends and family know of the presentation and food that I received. As well as the terrible customer service. She continued to reply, "there really isn't anything we can do about it for you on our side. Foodnow should have checked it before they left." This left me so frustrated, I expressed to her that I am glad they are so busy, because they won't receive my business ever again. To which she replied, "ok sir, well have a good night." and she hung up the phone on me.
In my opinion, both of these establishments have some improvements to make on their customer service and food presentation.
