ComplaintsforAmbrosia QSR Burger, LLC

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Factoria Burger King location is frequently closed and understaffed. Every burger I have ordered here in the past 9 months has been dry and crusty. Burger King corporate customer service says they've passed along the feedback to the franchisee but nothing changes and I never hear back. I've left numerous voicemails and tried to reach out to the franchisees directly with no success.

  Business response

  02/07/2024

  Called guest twice and left messages. Sent email below. 

  Hello,
  
  I hope this email finds you well. My name is *******************************, and I am with Ambrosia QSR, we operate Burger King locations throughout the *******************.
  
  I am writing to express my sincerest apologies for the unsatisfactory experience you encountered at our Factoria Burger King location.Your feedback is incredibly valuable to us, and I want to assure you that we take your concerns very seriously.
  I am truly sorry to hear about the recurring issues you've faced, including the frequent closures, and understaffing at our Factoria location, as well as the quality of the burgers you've received. If you would like to discuss your concerns further, please feel free to contact me (mobile number below). In the meantime, I would like to send you a gift card so that you would be willing to give us another chance to meet your expectations. Can you possibly reply to this email to confirm that your address is correct?
  
  **************************
  ****************************
  
  Thank you for bringing these issues to our attention, and we look forward to serving you better in the future.

  Customer response

  02/07/2024

   
  Complaint: 21243316
  
  I am rejecting this response because: I did message ******* back asking for a time we can connect. Once we connect and agree upon resolution, I will agree this issue has been resolved. 
  
  Sincerely,
  
  ***************************

  Customer response

  02/28/2024

  Yes, my address on file is correct. 

  Customer response

  03/17/2024

  I see you're asking for a clarification but I don't understand in regards to what. There is no context. What do you need clarification on? Thank you. 

  Customer response

  03/22/2024

  I attached a screenshot of what I see. I have no clue what clarification you are requesting. I'd like to help but I need to know how. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was using the women's bathroom as instructed by employee, the door was not locked by employee, employees instructed a male customer to get inside bathroom at the same time I was using it! I'm highly upset and emotionally embarrassed, privacy violated and was hit with door when it opened. Employees don't know how to deal with situation. I cannot find contact for supervisor. Happened between 11:40-12pm Tuesday January 9th, Camera should show who I was talking to. Negligence on behalf of the store for not training employees properly.

  Business response

  01/15/2024

  My name is ************************* and I work with ********************* at Ambrosia QSR, and we operate the ****** in ****, ** where this complaint came from. I spoke with guest about our bathroom door and subsequently called *****************************, Director of Operations.  We have a lot of homeless in the area and have locked our bathrooms at the Fife ****'s requiring guests to ask for a key.  The guest was told she didn't need a key.  When she entered the bathroom, she thought the door locked automatically but it didn't because it was broken (unbeknownst to her), and another guest walked in.  We have ordered parts to correct the problem lock, and, in the meantime, we revised the posting on the bathroom door clearly stating the lock is broken and not to use it.  The bathroom next to this one is also single-use and is available, ask the cashier for the key.  ********************* has also addressed this situation with the team at the restaurant and we have coached them how to handle situations like this in future.   

  The guest was appreciative that I called her and wasn't sure what we could do to make this situation right for her and would appreciate a call back as to what action we took to remedy this problem so nobody else had to experience something like this in the future.  I left the guest a voice message earlier this evening.  

  Business response

  01/15/2024

  My name is ************************* and I work with ********************* at Ambrosia QSR where we operate the ****** in ****, **.  I called ************** this past Friday to discuss her complaint.  We have homeless in the area and therefore keep our bathrooms locked at the *************** for guest and employee use only.  Signs on the two single-use bathrooms at the ****** Fife direct guests to ask for a key.  When ************** asked for a key, an employee told her she didn't need one because it wasn't locked.  ************** thought the door automatically locked and was shocked when another guest walked-in on her and later found out the lock was broken when she brought this incident to the employees who worked there.  When I talked to **************, I apologized on behalf of the company for her experience and asked what I could do to make this right for her, and she didn't know but was appreciative of the call and asked me to call her back indicating what action we took as a result of her complaint.  I called the Director of Operations, ********************* and discussed ****************** complaint.  ************** put a sign up on the bathroom door right after ************** left indicating it was not in use.  **************** revised the sign to state the bathroom was not in use because the lock was broken.  We also added to the sign on the bathroom next door to this one was also single-use and to ask the cashier for the key.  **************** then addressed the employees at ****** in Fife about how to handle the doors to the bathroom to prevent future incidents.  Furthermore, the locks on both bathrooms will be changed to add a locking latch from inside.   I left a message for ************** earlier this evening and my number is ************.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband successfully placed an order on the burger king app on December 26th, 2023 at 4:44pm. I ordered at the ************************************************* location. The total taken from my husband's bank account for this order was $20.96. Upon arrival there was a sign posted stating that this location was out of beef and fish. When the ***************** to speak on the intercom in the drive thru he confirmed the note, stating that he is out of beef and fish and asked if I wanted to modify my order to all chicken products to which I replied no. I proceeded to tell him I'll just take my refund instead, to which he replies he will not be able to give me a refund and that I'd have to call customer service through the app to retrieve my refund. Shortly after I parked to call customer service and learned that there is no customer service for this matter. I begin to search the app to chat with a live person and begin to correspond with a bot. I explained my reasoning for reaching out and after writing my concerns the bot thanks me for reaching out regarding this matter and says someone will reach out to me shortly regarding this. I called the manager at the burger king location to explain that there's no customer service and he replies "well legally i can't give you a refund, you act like I'm supposed to know and hangs up the phone". I am mortified by this experience at this location, I was polite although this inconvenienced me and he snapped and I feel that his reaction was extremely rude and uncalled for. I called back to get his name and corporates number to report this and he hung up on me again. I'd like a refund so that I can be completely done with this situation.

  Business response

  12/29/2023

  Dear *********************,
  
  Thank you for returning my call this week.
  
  Once again, I would like to apologize for the experience that you had at our Burger King location on *********** in ******.
  
  At Burger King, we strive each day to deliver an outstanding experience to our valued guests. When we fail to meet this standard, it is of utmost importance that we take swift and effective action to make things right.
  
  Enclosed with this letter,you will find two $25 Burger King gift cards that can be used at any Burger King location. We hope that this gesture demonstrates our commitment to rectifying the situation and ensures your future visits are met with the excellent service you deserve.
  
  We sincerely appreciate your patronage and the opportunity to address and resolve this matter. Your feedback is invaluable to us, and we are taking immediate steps to prevent such incidents in the future.
  
  Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
  
  Best regards,
  
  *******************************
  Vice ********** **********
  Ambrosia QSR 

  Customer response

  12/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct 20at 6pm I went through the drive thru of the Burger King on *********** in ****** **. I order 5 meals one of those being the crispy chicken sandwich. When I got home and was handing the food to my family my chicken sandwich was not in the bag. I tried calling the store for about 15 minutes with someone answering the phone just to hang up. I was unable to talk to anyone. I contacted customer service via email. I was offered a ***** coupon to the Burger King app that I told them I do not have and do not want. I asked for a refund. I was told they had to send it to the restaurant and the manager would investigate and it would be up to the manager if I got my money back. No one from the restaurant contacted me. When I reached back out to customer service I was told the manager refused the refund. How could they have investigated it if no one contacted me. I have been treated like I am not being truthful when they are the ones who have basically stolen from me. I paid for something I never received. I was again offered a ***** coupon for an app I do not have. I would like a refund for my total amount that I paid for the service and poor treatment I received.

  Business response

  12/15/2023

  **************,

  Thank you for taking my call last week. Once again, I would like to offer my apologies for the service that you received at our Burger King location in ******. 

  As I mentioned during our call, I have mailed out the attached letter and have included the $10 to compensate you for your missing meal, as well as a $50 Burger King gift card. 

  I sincerely hope that this sufficiently resolves your concerns, and we look forward to delivering a better experience in your future visits to our restaurants. 

  Kind regards,

  *******************************

  Vice ********** ********************************************* QSR

  ************

   

  Customer response

  12/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the company refuses to provide the owner information or phone number to call and talk to them

  Business response

  03/13/2023

  We've emailed the guest, and invited them to reach out with more information so that we can address the service issue experienced.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello.I visited burger King in ****, ** on ********* on Wednesday, July 27. I ordered a meal for myself and daughter. Our meals were two cheeseburgers, ketchup only. Upon receiving our food, we were missing the cheese. I asked to have our food remade correctly. A different employee met me at the drive thru window. She rudely advised me my food was correct (plain), they would not remake my food, and if I wished to receive new food I would have to go back through the line, reorder, and pay again. My meal total was $23.07. I called the corporate number while pulling out of the parking lot and was assured I'd hear from someone to receive a refund and discuss the occurrence. I called the corporate number back on Wednesday, August 3 and was again assured I'd receive immediate follow up to receive the refund and speak about the experience. I have not received any communication, nor have I received my refund. It was rather shocking to be treated so rudely. I tried to show the employee my receipt multiple times showing cheeseburger, ketchup only. She refused to look at it and kept saying you got ketchup only, you don't get cheese when you ask for ketchup only. I am simply asking for a refund of the money for a meal we did not end up eating since it was made incorrectly. I then ended up driving down the street to ********** just to get my 7 year old daughter food, where she did receive a cheeseburger with cheese and ketchup only.

  Business response

  09/03/2022

  Our District Manager in **** talked with the guest, and resolved the situation - thanks for giving us the opportunity to make it right!

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I experienced a very rude and unprofressional encounter with a General Manager at the Burger King off ********* in ************. I was simply trying to order food when the Manager told me to leave or she would call the cops, continuing on she was yelling at me and other customers. This was very threatening to me and made various people leave. I am very disapointed with my experience at this store and I will not be returning.

  Business response

  08/15/2022

  We attempted to contact the guest, calling their phone number listed in the complaint twice.  The first time, they asked who the caller was and what it was about; when we answered that we were calling regarding their complaint at the ************ Burger King, they hung up.  In calling back, our call was sent to voicemail.

  If there is still a concern, the consumer may reach out for resolution to that district manager who called them.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday I made a mobile order an upon getting the food , I inspected food an seen all the food was COLD. I went back to restaurant an told them about it an they did nothing about it.. I'm tired of getting food from this restaurant an having to make complaints An then same things keeps happening. My kids didn't eat due to this an tho I'm getting a refund that don't change the fact that my kids didn't eat yesterday.

  Business response

  08/15/2022

  This complaint was resolved internally with a replensihment of the original order. The guest has been in direct communication with the Regional director who ensured order accuracy of the most recent order recieved and his satisfactin with the resolution process. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This was what had happened on April 11, 2022 after we ordered online.We didn't pickup the order because the order was not ready even after 20 minutes although the person at the window (could be the manager) Rose told us it will be another 3 mins while we were at the window. I went into the restaurant after waiting for 19 mins and asked Rose why it took so long and she said she already told us it will be 20 minutes. She was lying about the promised time! Then suddenly she yelled "Get the f*** out of here! You *****, f****** Chinese!"Wow, what is going on, now I have been charged but no food was served and yet I was being called a bitch; f****** Chinese?? What a racist way to serve a customer? Even I wrote them at least 5 times regarding the incident, they refused to reply; only money was refunded. I don't think this I can tolerate especially Chinese was a target of hate crime in the past two years.I hope BBB can help me to get them response and I am looking for a possible compensation because that hurts my feeling. No one as a victim of hate crimes should hide and I am willing to stand against that and fight against it, not just for myself but for all those being treated unfairly.Please HELP

  Business response

  05/02/2022

  Ambrosia QSR strives for the best customer experience for all of our guests and does not tolerate any behavior that does not uphold our inclusive environment. We have been in contact with ************ and have addressed his concerns.

*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. ↩