| rev:text
| - I'm officially done with BRGR. The service is lackluster and they can't seem to make their food correctly.
When I moved to Pgh 2 years ago BRGR quickly became my favorite restaurant and I would eat there at least once a month. At first it was great every time. But after a few months, my experiences changed and not for the better. For about the past year or year and a half, my food has been wrong 9 times out of 10. I have a lot of allergies, so I am never able to order straight off a menu without adjustments, so I am used to some errors, but 90% of the time is ridiculous. And frequently my companions' food has been wrong as well, even when they ordered exactly as the item is listed on the menu. Additionally, not once have I been apologized to by a manager, even when I have mentioned to the server the frequency with which I have issues. In fact generally the servers themselves barely apologize.
I have stopped going to BRGR for the most part, but the other night it ended up being the most convenient option for a friend and I to grab a bite to eat. First my burger had an item on it that I am allergic to and had asked to have left off. They had to talk my burger back. When they brought it out again I cut into what should have been a well done burger and it was clearly pink. At that point I told the server that they could take it away and not replace it. Getting my order wrong twice is unacceptable. Once again, no apology from a manager and a half-hearted apology from the server. Additionally my companion's burger was ordered medium rare and although he ate it as it came, it was less less than rare. His burger was barely cooked. Then about 15 minutes after I sent back my second burger and clearly stated to two different bartenders that I wasn't interested in a replacement, one of the bartenders brought a new version of my burger telling me that there was a miscommunication and the kitchen remade my food anyway. They really can't get it together. I refused the burger because at that point my companion was done and I didn't want to spend any more time at BRGR. And who's to say it would have even been right? And if it had been correct, at that point I didn't want to pay for a burger it took them 3 times and the better part of an hour to get right.
Let's talk about the money for a minute. Obviously at this most recent visit, my burger was taken off my bill since I never even had a bite, but otherwise I have never had a discount of any amount or any sort of compensatory offer to make up for any of the times I have had a poor experience. Why should I keep giving BRGR my money when they can't get it together and they seem to not be bothered about that fact? The food is good when it is right, but it is not so good that I am going to keep taking that chance. But the ultimate thing for me: the overall service experience is ABYSMAL and I refuse to keep rewarding that with my business. And I will be telling my friends to stay away too.
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