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| - We came here last year once and it was fantastic. My husband and I always order burgers to be well done at any restaurant, so we know what well done is. We had a great well done burger last year here, no pink, no blood, still juicy and not burnt. And then tonight, we went there again, hope to have the same quality. Oh boy, seems like the chef lost his touch tonight. My husband's came out as black (I regret that I didn't take a picture to show the public how black it was, it was unsightful), and mine was still pink at least for a quarter of the patty. If a customer asks for well done, you should give them well done on the whole patty, not to leave 1 quarter to be underdone, and not to overcook or over-char it to pitch black. It's full black on one side of my husband's beef patty. It was really bad, as if the chef didn't have any heart or passion in making a good well done burger. And I really don't know if they changed the chef too....maybe it was a different person last year? We weren't upset yet at that point, because we understand that mistakes can happen. So I told the waitress about the issue. You know what she said at first? she said mine looked pretty well done to her! Well done means there is no pink! If a quarter of the patty is still pink, it's not a full well done! It was a half-assed job! How dare she! And then she said my husband's patty is black because that's how fire grill is. We were really upset at hearing her saying that because this restaurant is not the only restaurant offering fire grill burger or even steak in this town, and we've been to other places and none of them would give such response or attitude. She totally doesn't know what owning up mistakes is. And I am very sure that the pitch black side wouldn't be accepted by any customer or even any chef who at least would have some dignity. So I told her that I am sure a chef is capable to deliver a burger well done without burnt. And I had it perfect last year, that means it's do-able. So she took our plates (also took our silverware without giving us new ones) and said she would ask what the kitchen could do about it. There was no apology at all from her. It's like we were asking for too much. She didn't even understand that it was the kitchen making a mistake in performance and quality. It's so ridiculous.
So our new burgers came out again, this time they are fully well done without hideous burnt, but not as juicy as the one we had last year. We didn't complain about lack of juiciness and just finished them because we were hungry. I also want to note that when we went last year, it was way busier than how it was tonight. So there shouldn't be any excuse on the mishap. I just really wish that people would own up to their mistakes and apologize, because that's the only way you can improve, that's called good work ethics. Don't make it as the customers' problem. According to our experience, a lot of other restaurants we've been to would apologize right away when we pointed out the problem, and the managers would come out personally (without us asking) to apologize as well. And we always go back if they are willing to fix problems and own up to the mistakes. But this time, we don't feel that we want to come back to BurGR because of this incident. To be fair, I am gonna tell you that we did ask for the manager to discuss this issue after we finished dining and paid. The manager apologized, and said he would talk to that specific waitress who served us. And while the manager was apologizing, we saw that the waitress was having an unhappy look at us and talking to her co-worker next to the kitchen. We were thinking "this person really needs to learn manners and grow up". I don't understand why people in this era can't take constructive criticism anymore, do a half-assed job, but still expect to have no trouble, no complaint, or even full tip. We didn't give her tip, you can judge us all you want. We just don't want to endorse such bad work ethics in this world. People need to really work hard with a mature attitude and good work ethics before expecting a reward. We are plain upset.
Besides, the manager suggested us that maybe we could request to have the burger to be grilled on the cooler side of the grill so it won't get pitch black next time. I didn't even want to go too deep with him on this topic and just requested him to educate his staff to handle this kind of issue better next time. Honestly, I don't think any restaurant or chef should expect the customers to specifically tell them not to put a well done order on the hot side of the grill. Anyone who hasn't gone to a culinary school but has a grill at their backyard should know this knowledge. If you want the customer to tell you specifically how to cook the burger, you shouldn't even pride yourself to be a chef, or even a chef in a Gordon Ramsey Restaurant. This whole experience is disappointing, and food quality and service were below par. It's our second & last visit to BurGR.
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