My partner is a frequenter of the burger chain, especially as they now have their: smaller size big taste options that range between $9.99-$10.99 for a whole meal. It comes with a smaller burger and less fries for less. Where as a regular burger is $9.99 and to make it a combo with drink and fries you are looking at $4.99 more.
Each location is a little different. The one in Burnaby, by our place included breakfast until 4pm, a specialty touch screen soda machine, and small television screens at the counter facing the window. We you eventually sit and wait for our meal at the latter.
Like any fast food joint you line up at the single till and order from their pictorial menu hanging above. They offered various poutine, wings, and salads along with their burgers. But considering “burger” was in their name, you’d figure that’s what you ought to get. This was my first time visiting any location, and having one of these burgers. And given the praise others have given it, I went in optimistic; yet still cautious in ordering the more regular bacon cheddar burger. The menu doesn’t actually list what goes into it, and you can only guess so much by the pictures. Like how the “California” came with guacamole due to the green mushy layer in its photo, or the ultimate BBQ burger came with onion rings that were shown as thick crispy breading. Luckily the clerks know to warn you of all the toppings and condiments in each and confirm it is what you indeed want. After all one of their advertised promises is that they make you “a burger you can’t refuse”. Along with them being “big, juicy, tasty. (Now that is a fat burger)”.
You pay at the counter and are given a table number with the warning that “patience. (Is needed as) Perfection takes time”. There is a necessary wait as everything is prepared to order and made fresh in their fry kitchen, made visible right behind the check out counter. And apparently what comes out is good enough to come back for as they have a stamp card for frequent diners. After your purchase 7 full size burgers you get any meal up to $7.99 for free
We spent this elongated wait time battling with the less than optimal soda machine. It was a struggle to select what you wanted from its touch screen, without spraining a thumb. You find yourselves poking is several times, increasing the line during a rush. We eventually gave up and my partner went for cherry Fanta when he wanted fruit punch. And I had lemonade when I wanted peach ice tea from it.
When our burgers came, my partner’s Cajun chicken that he ordered was not seasoned in the orange hue it should have been. When I brought it up to the clerk attention that our order was wrong, she denied responsibility. I reminded her of our exchange how both he and I asked for the Cajun burger. My partner ordered for himself, but after realizing the clerk had trouble understanding him due to his accent, I reiterated “Cajun” a couple of more times to be sure. The clerk’s excuse was that she listed chicken when she ran through the burger toppings and we didn’t say anything when she did (whereas if she meant Cajun, she would have said, “Cajun Chicken”). In my mind, why would I split hairs when she mentioned chicken? It was a chicken burger after all? So after the back and forth and my unwillingness to take no for an answer she accepted the basket with the burger and fries back. I sat down only to question what is it they would do to rectify the situation and would it just be her suggestion of sprinkling Cajun spices over the chicken fillet and adding yellow cheese?
So I headed back and on my second trip up, I dipped behind the counter and was able to address, who I assume was the manager as she spoke with knowledge and a better understanding of customer service. She explained how the burger is made and what she would be doing to salvage it. I told her that I would let my partner try it and if it didn’t measure up I would be back. He comes often and this is his regular order, so he has an expectation in mind and expects it to match all the other Cajun chicken burgers he has had with them in the past. When he finally took a bite, it obviously wasn’t as expected. But he isn’t the type to make a fuss, so kept it. I took a bite and not knowing what to expect found it either bland or overwhelming with spice, due to the uneven peppering of the Cajun spices. But at this point my partner was too hungry and didn’t want to have wait another 10 minutes for them to actually make us a burger that we “couldn’t refuse”.
The kitchen (manager) later sent a server to come check in on us and how the burger was. When asked, my partner was honest, it isn’t what a Cajun burger should taste like, but he was unwilling to wait. She took the feedback away and later came back with a voucher for a free burger to make up for the disappointment and the experience, I assume. This was a good way to salvage the interaction.
As for my bacon cheddar burger, for what it was it was good. The patty was a touch on the dry side but the healthy mix of ketchup, mustard, and relish over top, it was easily masked. The candied bacon was the highlight with its thicker strips. And fries were also really nice and crisp too, but this is no wonder considering they also make their fries fresh too order with their burgers.
Would I come back? – No.
Would I line up for it? – No.
Would I recommend it? – Yes.
Would I suggest this to someone visiting from out of town? – No.
I am not upset about their being a mistake made and them not wanting to waste food by trying to “fix” the burger above. What I am upset about was the clerk arguing with me on what I said and asserting that this was what I wanted. Especially as I had to repeat “Cajun” a few times, and if she didn’t understand it is up to her to clarify, not for me to accept what she understood to be true. I know it may seem like a small thing, but when you choose to dine out, it is not only for the food, but you also take into consideration the atmosphere and the experience. And given the hype of this better burger chain and as it was my first time here, I unfortunately didn’t get that right away. Although I will not be writing them off for this fact, but instead because I have tried similar burgers, set at similar prices, also catering to that market of a step up from the burger of fast food chains; this just doesn’t measure up to my favourites in the category. Don’t deny your cravings.