This is my first Yelp! review. Truth be told, as a restaurant industry lifer (I've spent my entire adult career in restaurants - it's all I know how to do), I despise Yelp. But today, we'll make a special exception.
I've been coming to Super Burger for five or six years now. I average about ten visits a year. It's my favorite in the Pasadena area (yes, it beats Lucky Boy, Amy's, Rick's, Wolf's, Pie 'n Burger, Umami, The Hat, Slater's, Hook, Counter, Rounds, Tops, and dare I say it? In-n-Out. It "beats" these places because it knows what it is, and strives for consistency. In this industry, we have a word for that. It's excellence.
Super Burger is a "hood burger" joint. What that means is that here, quality & quantity are of equal importance (in gourmet burgers, quality takes the forefront whereas in traditional fast food, quantity is the key). Now this place cannot compete with the titans of LA's hood burger joints (Hawkins House of Burgers in Watts, Mom's Burgers in Compton - literally in the "hood"). But for where it is, how much it costs, and the quality delivered - it's a real bargain.
Lately though, quality has slid downhill. And to makes matters worse, the wonderful son who acts as Front-of-house (if you will) seems to thrive on hostility towards guests. He is the reason why I am writing this.
I visited today, and recognized when I ordered that I was a few people back. So I take a seat away from the pick-up window. This is an outdoors place a block from the freeway, on a busy street with plenty of cars whizzing by. It's loud. I'm hungry, stressed, and came only because I saw their Facebook post earlier that day reminding us that they close on Sundays, this was the last chance to get a burger in 2017 (again, loyal fan for years). I'm playing on my phone, spacing out. I realize it'll be a while for them to get to my order.
Sonny (yes, I named him) calls from the window. I believe he says, "your order's ready!!!" but I don't exactly remember. Nor can I tell who he's saying it to. He's just sort of shouting it out of the pick-up window to nobody in particular. In the past, they'd give you a number and call out the order by the last two digits on the stub. No such logical system for today's service.
He shouts it again. Then again. A gentleman next to me stands because he thinks that Sonny's talking to him. He isn't. He's talking to me. I stand confused (how could my order by ready so quickly?), but I'm rather pleased. Maybe it's from years of loyal business that I leapfrogged some other folks? I walk to the window. Then things get interesting.
Him: (in a raised voice) Why didn't you come when I called?
Me: (confused) I didn't know you were talking to me.
Him: (still raised voice) I was looking right at you!!! Who else am I talking to? What's wrong with you?
Me: (still confused) I'm sorry.
Him: (accusatory) Do you want your order?
Me: (really confused - why is he being this condescending?) Yes...
Him: (normal voice - pushes food at me) Here's your order.
Me: (confused voice) Are you okay, man?
Him: (raised voice, again) Yes. ARE YOU OKAY???
Me: (raising my voice) I'm sorry if I didn't hear you when you called. You could've said my name...
Him: (still raised voice - slams down ketchup bottle on counter - then repeats) Here's your order...
Me: (now shouting) YOU'RE BEING A DICK BECAUSE I DIDN'T HEAR YOU WHEN IT'S LOUD OUT HERE?? Really?? Okay man...
Him: (backs away, normal voice but in full sarcasm) Okay, I can't wait to read your Yelp review...
Me: (standing there, perplexed by the odd response) Okay guy...
So here I am. Here's my Yelp review.
I bid you farewell and good luck, SB. It's been a nice ride. I won't be around too much anymore...
[to the reader: I apologize for how long this review is. It is the only one I ever intend to write] read more