Had 2 Tru-ly terrible experiences at Trueburger on Grand Ave. The cashier told my girlfriend and I that they were closed even though it was a few minutes before their posted hours, their doors were open, she was standing at the register and there were still customers in the restaurant. Ok, not a big deal I suppose, we just went somewhere else. I went back by myself a few months later at 6:53pm and was told that I would have to place a to-go order. Not the best thing to be telling your customer if you value customer service but I said "sure, ok, I'll take it to go." I ignore the attitude from the cooks in the kitchen muttering to themselves about having to make more food. After about 10 min someone calls my number in a loud and irritable tone and as I walk up to get my order I make eye contact with him and see that he's got a sour face. He places my order on the counter and with his sour face, shakes his head at me. I'm stunned....literally. I pick up my bag of food in a daze, still unsure of what the hell just happened? It takes me a full 10 seconds to come back to my senses and I ask the guy what his problem is. I let him know that I recognized his bad attitude and the disrespectful way he handed me my food. I tell him that I came in to get a meal and as a customer I don't deserve his attitude. He gestures to the clock on the wall and as he turns to walk away says that it's nearly 7pm, closing time, and that he's tired. Yeah, I get it, you want to go home. I've actually worked in restaurants for several years and know that feeling of wanting to close up quickly and go home. I know how it feels to have customers walk in around closing time and have to scramble to make one more meal. Get over it, you work in a restaurant, it's part of the job. Still not making eye contact, he then says that he's trying to figure out what he has to do next in order to get the restaurant closed. So he walks away somewhere to the back and I'm left with my bag of food and a terrible taste of disrespect in my mouth. What else can I do? I tell the cashier that I want a refund and place the bag of food back on the counter. She's clearly a bit flustered and fumbles with the cash register as she asks me what my order number was and how I paid, cash or credit. I find my order number in my pocket and toss it on the counter. She tells me that I don't have to "throw" it at her. I let her know that I tossed it on the counter, not at her, and this ridiculous exchange refreshes my memory from a few months prior when my girlfriend and I were turned away at 6:58pm. This is very likely the same cashier, Liliana Herrera. I tell her that I would like to speak to a manager. She informs me that Nick, the sour faced guy, WAS the manager. I ask to speak with Nick again and she goes to the back to look for him. She walks through the kitchen, into the rear of the restaurant and then back towards the front to an office door on my left. After peeking inside she tells me that he's gone. So I wait. Nick, the sour faced manager, goes missing for several minutes as I wait to speak with him again. The cooks are cleaning up the kitchen and I ask them to look in the back for him but they just smirk and say that he's not there. This seems to have turned into a sort of game but I'm not a willing participant. After several more minutes of waiting and keeping an eye out for the manager I see a shadow behind a wall in the rear. I call Nick's name loudly and he sullenly materializes from his hiding place. I ask for his business card but he tells me that he doesn't have one. He also refuses to give me any of his contact information. No e-mail, no last name, nothing. He tells me that there's no reason to give me any of his information and I inform him that I plan to make a formal complaint against him and therefore, need his information to do so. He says that they already refunded my money and what more do I want. After arguing with him a bit more about why I would need his contact info and doing my best to educate him on what a manager's role should be in any established business, I ask for his boss's information. He tells me again that it's against company policy to give out that type of information and that I can go online to their website. So this is how Trueburger works? Apparently there are no checks and balances here, none. It seems the employees can do whatever they please, including treating their customers with attitude and turning away business and there's no one but the offenders to complain to. Ridiculuous. In an effort to voice my complaint with their "corporate" office I did go online and I sent them an e-mail but never heard back. Not a big surprise. This company is apparently run by amateurs with Zero customer service at all levels. read more