Burger King Sanctuary Somerset West Pathetic Experience

On Sunday, 30 November 2025, my mother, my three young children, and I visited the Burger King in Somerset West to dine in, arriving around 17:20. What followed was, unfortunately, a shockingly poor experience.

I have visited Burger King many times, and it has always been a favourite for its consistent food quality and service. However, this visit was pathetic in every aspect.

Upon arrival, there was only one staff member at the till, and the drive-thru had a long line. I attempted to order via the self-service screen: two kids’ meals, wings, and a sandwich. The toys for the kids’ meals were finished, and we did not even receive crowns, yet I was still charged full price. How is it acceptable to pay for kids’ meals and not receive the toys or crowns? I chose to pay at the till but was not given cups at the time of payment and had to ask for them myself. The service was so slow that I had to push my way forward just to be attended to.

When using the soda dispenser, two-thirds of the cold drinks were out of stock, and the drinks that were available were warm. The lack of communication or concern from staff was astonishing. It took an unreasonable amount of time before the cashier poured soda from a 2-litre bottle, and due to how understaffed the restaurant was, she actually handed me the bottle so I could pour my own drinks. This level of service was extremely disappointing and chaotic.

Additionally, the bathroom facilities were in terrible condition: the doors did not lock, and there was no toilet paper. The bins throughout the restaurant were overflowing, so we could not even dispose of our ******* properly. Throughout our visit, staff were unfriendly, inattentive, and clearly uninterested in serving customers. Requests such as extra tomato sauce and mayonnaise that I had ordered via the screen were never fulfilled.

Overall, this experience was extremely frustrating and unsatisfactory. I will not be returning to this location and cannot recommend this Burger King to anyone based on this visit.