DB
DeJuan Ballard
Sep 19, 2026
Very disappointed in how this location is handling itself. I was supposed to pick up my order at 7:05. It was National burger day and we ordered 2 burgers and 2 loaded tater tots, I did not walk out of there with my food for 30 mins, and there was another customer who had been waiting longer than me only to find out that "surprise suprise" if u set the pick up cart out in the lobby , people steal food. The person at the front desk looked unprofessional, spoke unprofessional and his customer service skills, like providing explanation for the delay or an estimated time when the food would be ready, were non-existent. I spoke to the manager only to be given the exscuse of "its national burger day" , yes duh I know that, everyone knows that, why do u think people are here at all, you know that and you knew that for months that this promotion was coming up. So why are your servers screaming complaints about customers within earshot of the lobby, im lookingbat servers and food runners with sagging pants , stretched out shirts with stains, and a generally unprofessional unclean look for people who's job it is to serve food. I hate having to do this type of review, but im also tired of my people running establishments terribly and making a bad name for us, it happens far too often. Being busy is not an exscuse to have a customer wait 30 mins past their pickup time, too end up walking away with lukewarm food, we normally go to the BWW Go location , but dont serve the burger we wanted to try, so we went to the full restaraunt on clopper rd, that was a giant mistake, I see no reason why that mid burger couldn't be made at the go location, they just Dump hatch chillies out of the can onto the burger, and use a different aoli, and a slice of pepper jack cheese, no reason the go location couldn't do that, especially since I got so little of the aoli I didnt taste it at all. Especially since by the time I ate the burger it was cold, meaning it wasnt hot when I walked out of there. Long story short this place needs massive change in how it handles large promotions at a minimum. And more likely needs to do the old "shut down for renovations (to add outdoor seating, which they dont have) , let the staff go, and hire new staff who actually want to do their job and can start off fresh being held to a higher standard. Not gonna lie, im not giving this place another shot. If I cant get the food I want from the Go location I will just pick a different chain, five guys had my food ready, took my name , retrieved it from the shelf which was BEHIND THE COUNTER , and handed it to me immediately I was out in 60 seconds, it was also burger day for them with the same buy 1 get 1 deal.