Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with the company several times over the last few months and each time the company tried to offer coupons as compensation which did not even cover the cost of the purchase. I just asked for a full refund or for the order to be redelivered at their own expense as it was their own mistake for incorrectly making the order, giving me someone elses order, and simply refusing to respond to a reasonable request.I paid additional charges just for delivery and did not ask for anything more than what I paid for. I advised that I would contact the BBB and any legal representation if needed as they never provided me with the products I ordered and paid for.I find their lack of support very frustrating and feel I should not have to haggle for a mistake that was clearly not my own. I am looking to resolve this as peacefully as possible however their customer service team is a web based service with no phone calls of any sort and the store says they cannot issue refunds as corporate is responsible for that.All I asked for was to have the food I ordered to be corrected and redelivered since that is the service I paid for. They offer less than it would cost to order it again by applying coupons to my Burger King account.I refuse to accept this as I would pay again for the same services but I be up paying additional fees for the replacement. I have given up on continuing to contact them again since they stopped responding to the emails they send to try and make up for their mistakes. I do not feel this is legitimate and that I am being taken advantage of by paying for food and services that have been poorly handled by the company.

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Every time I order and collect Burger ****s Crown points through their Royal Perks program I am given less points than I should receive. Every time this happens I have to contact them to have the missing points added to my account. This takes time away from my personal life and frankly should not happen every single time. For example, I spent $45.42 on 4 separate occasions, which should have been 4542 points earned, but instead I was given 3776 points each time (which equals 776 points more that I was entitled to each time and I had to provide them with a receipt to prove their error). The most recent time they failed to provide me with the missing 776 points and claim I was already given the points, but they were in error as the points they were thinking they reimbursed me were from the previous mistake. I would like Burger **** Canada to fix the error that continues to happen, as I cant imagine Im the only customer that this is happening to, I would like them to provide me with the missing points from my last order, and I would like them to provide me with some courtesy points for the amount of time I have had to use contacting them in order to get the points I was entitled to.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/4/25, I opened a food bag from Burger King and a cockroach crawled out of the bag. I immediately called the store to speak with a manager and he called me a liar, then went on to tell me to bring the food back to the store for a refund. I went back. When I arrived, he again told me that I was a liar and that I would not be getting a refund from him. I left my food there. I contacted BK support, explained the situation, sent the photo AND VIDEO of the *****, and I was told that the media I submitted was not original. In essence, I was once again called a liar. This is insane. I simply wanted a $16 refund. I did not eat the food, and I left the food at the restaurant after the manager told me to come back in. BK support has told me now that my BK account has been suspended and so Im unable to retrieve my order information however the ticket number (request number) with support is ********. I was also told that I would no longer be able to contact support, even though I can PROVE that the photo I submitted was a photo that I took with MY phone. I even have a video of it! I can take another video and put myself in it to show that it was taken by me! Its insane how customers are treated at every corner of this company. Why would I stage a bug in my food???? What about that makes sense? Its not like I ate the food AND wanted a refund. I gave the food back, and I wanted my money back. I would like an apology for being called a liar by BK representatives on multiple occasions, and Id like a full refund. I would also like my BK account reinstated.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I live on a military installation. We ordered delivery from Burger King and the driver advised they are unable to get on base to complete delivery due to lack of proper identification although the delivery instructions specifically states this is a military base and a pass is required. I reached out to support and they stopped responding to me. I sent over proofs of the correspondence with said delivery driver stating they are unable to get onto the base to complete delivery.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I place the order on the app so I could customize the hamburger because I do not like onions and I do not like their weird sauce that comes with the ***** melt. For some reason I was charged as if I didn't customize the hamburger meal and also customize the hamburger meal. I was charged for two orders. And I am seeking a refund. I've tried contacting through the app which I was told at the location that they couldn't help me I had to do it on the app and I'm not really hearing back from anyone on the app.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed a delivery order directly on the Burger King app (Order #7dd78efd-4df2-44f3-8548-3f20f0160620). The food I received was not what I ordered. I paid for a large Diet Coke, one Fiery Royal Crispy Wrap, one Honey Mustard Royal Crispy Wrap, and a Shroom Swiss Melt. Instead, I was delivered a Whopper and onion ringscompletely different items. I attempted to call the store five times, but no one answered. I then reached out to Burger Kings customer service through the app. Since no live agents were available, I filed a complaint and waited for a response. Shortly after, I received an email from someone named ******* offering $25 in credits. I replied to decline the credits and requested a full refund instead, as I do not eat Burger King regularly and, after this experience, will not be returning. ******* then informed me that a refund was not available, and since then, she has stopped responding to my emails. Let me be absolutely clear: I will dispute this charge with my bank if necessary. I want a full refund. This situation is unacceptable. I did not receive the food I paid for, and my attempts to resolve this directly with the local store and customer service have gone unanswered. If a customer declines credits, proper customer service would issue a refund. Instead, Burger King has ignored my valid concerns. Offering credits and then refusing to respond is unethical and unprofessional. I will not stand for it. I demand the $23.75 be refunded to my card immediately, or my bank will intervene. Based on the reviews Ive read, this is not the first time Burger King has failed its customers, but I will not tolerate being ignored or taken advantage of. Refund my money now.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Dec 24/ January 8th I bought this item on Dec 24...I called store to let them know it was not correct and whomever I spoke with on Dec 24 told whenever I am ready to let them know and they will replace. I placed an order on app on January 8th I went it and whoever I spoke with and let them know the manager there refused to Replace or remake the order. I tried reaching out to burger king at the ****** # and online but the number and online digital assistant is not working. I hope to get this resolved Asap

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 6 at 11:41 I purchased a value meal through the Burger King app for $9.66 and it stated ready at 11:45 for drive through pick up. I waited patiently as they took a few minutes to even acknowledge I was at the drive through speaker. When someone came on they were loud, rude, and unprofessional as I was hearing others swearing in the background along with loud music. I stated I had an order for ************* told me to pull up to the window. When I got there the rude woman said its not ready pull up in front & well bring it out. I said okay and parked, this is now after 12:00 and I have to get back to work. I went inside as I was seeing others come in and receiving their food. She said its coming out, well after 30 minutes I went back to ask the ********** stated oh I thought you left. Do you want it still? I said I didnt want cold food and she shouted at me okay, BYE! I was appalled! I paid for food I didnt receive, got treated like garbage, missed out on time at work which is money for me, and I never got to eat on my lunch break. I emailed corporate about this and never heard back about it or my refund.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On December 23rd, around 6:30 in the evening my family dined in at the ** on 40 near *********** in *****, **. We spent what we felt like was an exorbitant amount of money (over $50.00), but felt like it was well spent since we assumed it would be a positive experience for the children. We sat in the corner near the TV. Our child (5 year old female) asked us what the TV was talking about. We took a second to take in what was being discussed and were shocked. The TV, apparently tuned into a ******** opinion piece was discussing in graphic detail a sexual assault and murder where a woman was raped and killed. The piece was in response to *** Bidens commutation of death sentences. This opened an uncomfortable conversation about a range of topics with two of the 3 present children on the way to see the Christmas Tree in the down town square. When we asked to speak to a manager there didn't seem to be one available. When we explained the situation to the employee, and shared that we felt it was unsafe for our 3 children to be exposed to such violent and sexually explicit content they refused to change the channel or turn off the TV citing store policy. Because of this, we had to leave without finishing our meal. I have called the stores multiple times and have been unable to reach anyone. I believe I should receive a refund and I should be able to discuss the situation with someone who is responsible for policy based decisions.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 2, 2025, I purchased a mobile order through the app. However, I accidentally did not alter the toppings on the burger. I went through the drive through, and the representative stated that the burger could not be changed, due to it already being made. I requested to cancel the order, as I do not eat mayonnaise. I was told that I would have to cancel through the app, which I tried, but was unable to do. I went into the restaurant, and spoke with a manager that was willing to assist. Another manager that was preparing food, spoke in a passive/aggressive manner. Once the corrected order was received, I overheard an employee stating what could have been that shed get drug out by that head wrap. I was not completely certain, as I was on the phone.. I would like this matter investigated as a possible threat of violence, and the surveillance to be preserved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩