MA
Marlo Austell
Feb 8, 2026
Dear Management Team
I am writing to formally share concerns about a recent dining experience at your Willingboro location on a Saturday (Feb 7) evening around 7:00 p.m. We are longtime customers of your Burlington location and have been dining with your brand consistently since 2017 Upon arrival, the restaurant was extremely cold—nearly the same temperature as outside. The host walked us to a table and commented that it “might not be as cold,” which was concerning in itself. Three men seated at the adjacent table were wearing winter coats and hats while eating. After sitting down, we noticed a constant cold draft, similar to a door being left open, which made it uncomfortable to remain at the table. When nearby guests suggested the heat be turned up, the host/manager responded that doing so would “blow up the system.” We ultimately moved to the bar area to be more comfortable still with our coats and hat on while dining.
When reviewing the menu, we noticed changes. I asked our server, Kaitlyn C., whether sides were no longer included with the Birria tacos, also no sides were not listed on the menu. She was unsure why and showed me the side options on her handheld device, but no prices were displayed. This lack of transparency was confusing.
We ordered the Mack Daddy burger fries incl, Birria tacos, a side of tater tots, and two Pepsis. The total bill was $49.02. When the host/manager checked in, I shared that the Birria tacos had an excessive amount of cheese and very little guajillo beef. I also noted that this dish previously included fries or tots. He said it always had cheese and I responded I know but not this much and then he asked if this was my first time at this location I said yes and that this is “how they make it now” and that sides are no longer included, though chips and salsa are now served only for dine-in, not for takeout or pickup orders.
I want to be clear: I understand food costs have increased and do not take issue with price changes. However, this same dish previously cost $14 and recently $16 with a side included. It is now $18 without sides and with significantly less beef and way too much cheese (photo available). The Mack Daddy burger patties also noticeably smaller than in past visits. Additionally, fountain sodas are $4 (with free refills), and tater tots are $4.
During the conversation, the host/manager mentioned that they do a high-volume breakfast service and specifically stated, “We do shrimp and grits and fish.” This comment struck me as a racial microaggression. It implied an assumption about what we would prefer, rather than offering neutral recommendations. A simple gut-check question applies here: Would this comment have been made in the same way to a white customer?
We are always open to recommendations just not those based on assumptions.
I also want to note that during the more than hour we spent in the restaurant, every customer present was a person of color, while the host/manager was not. I am sharing this context because it matters to how the comment landed.
I am speaking only about our experience. My intent is not to attack, but to name how certain actions and comments were received and to protect our dignity as paying customers. I hope this feedback is taken seriously and used constructively to improve both service and cultural awareness moving forward