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  • I'd been wanting to try out Burger 21 for years. Finally I made it in when I signed up for their rewards club and received a coupon for free fries. I placed my order online. I loved that their online system allowed you to select how much of an item you wanted with each item. For example you can select EXTRA lettuce & LITE cheese. I also enjoyed that you could choose to pay cash in the restaurant and not online, which allowed me to use my coupon. I placed my order and it told me about how long it'd take to fulfill which was 15 minutes. I arrived and went to the area with the big sign for Take Out Orders. I presented my coupon and they applied the discount. Pretty quick and seamless process. But once I paid, they handed me my receipt with no direction. So I just kind of stood there wondering where my food was. I didn't see a kitchen so I was confused. I walked around the corner to see if I was supposed to go to another counter but there were just restrooms there. So I found a tablet and sat down until about 5 minutes later my order came out. The burger was seasoned nicely. It had a lot of flavor so I enjoyed it for the most part. But the extra lettuce that I asked for must've disappeared or melted away. I'd consider what i received a typical amount, not extra. And it was soggy under the burger. Then the cheese wasn't that great either. I enjoyed the sweet potato fries with the Apple Cider sauce. I was excited that they had sauce options for them unlike other places that only serve typical condiments with them. I thought the Marshmallow sauce was too sweet but I could see how it would be a good option for others. For the most part I enjoyed my meal, though it's not a place i'd "crave". It didn't leave a lasting impression. After I wrote this review, I received a call from the Manager, explaining the ordering process and apologizing for my experience. I really appreciated this and it showed that they really value their customers opinions and take it serious. She stated she'd be making sure everyone explains the wait for fresh cooked fries to customers. So I bumped this review from 3 stars to 4. I'll be giving them another try!
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