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  • I hate to do this, but after today's experience, I am at a loss... I don't even know where to start. I love going here, but something has to change. I always look forward to Essence...but today I just shake my head. I went to the counter to order my Hamburger with Cheese (and extra .85 cents) which is a new item on the menu which I have had before. I loved it the first time. I was not in the mood for a salad and I asked what I could do for a substitute and they said I could add potato chips for an extra dollar. I let that one slide and then I asked for an Iced Tea and if it could be in a to go cup and they said that they would have to charge me an extra .50 cents. I asked why and the girl at the counter said it has to do with refills. "But I get refills in my Glass, correct?" "Yes, but that is the way the owner has it." Now I am a little annoyed, but I try to get over it. My lovely luncheon date, the wonderful Sarah G thought I was in a bad mood, and then I explained my issues with the counter. I get my food...put my mayonaise all over it and then I cut into the meat...completely raw. (Please remember that I did not put the top part of the bun and lettuce on my sandwich yet) I cut into it in the middle just to make sure...and yep! Red raw meat....I went to the counter and explained my finding and she said that she will put it back on to cook a little longer. I explained to her that I cut into it and I had put the mayonaise on it...but she said she will take care of it. So I get it back...with the bun on top of my hamburger. I look underneath, and there is my cut up hamburger. I take the bun off and noticed that the bottom half of the bunch is extremely soggy. I also bite into it and it scorched my mouth. I don't know that they did, but it was completely unacceptable. On top of it, which didn't surprise me, the hamburger was COMPLETELY DRY. Sarah and I both noticed that the staff did not come by at all to ask how our food turned out. I went back up to the counter and told her that I couldn't even it my lunch. The girl said that the cook ASSURED her that it wouldn't get dry....and I told her that she was assured incorrectly. They did end up refunding my money...after the fact I noticed that I didn't get reimbursed for my cheese. (LOL) My Parfait was awesome...that was a plus...their desserts are always so yummy. Please Please Please Essence...I want to be able to come back next time and give you back at least 2 extra starts.... And by the way....I am still hungry
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