Do youself a favour and go where you can get quality food and customer service elsewhere. Sadly you won't find it here and will only get frustration in heaps!

First of all, please note that I did not give this company a 1-star review but was forced to give them at least one star, in order to write this review.

On Wednesday the 29th of January 2020 I stopped over at the Sasol Burger King Drive-thru at Allen’s Nek to buy our usual favourite meal. Although I was one of only three customers in the shop at that particular time, for some reason, it took almost 20 minutes just to place my order! After waiting another 25 minutes for my food order already that has been standing on the counter getting cold, I simply could not wait any longer and asked them what the holdup was. While my order was standing on the counter for all that time getting cold, they were struggling with their ice cream machine that was pouring sloppy stuff.

I told them I was waiting well over 50 minutes by now and had to unfortunately go right away and asked them if they could please just refund me for the King Sunday Ice Creams that was approx. R40. I was told that they are sorry and will make it right away after which I rep**** again that I simply could not wait any longer and asked them to leave the ice cream and just refund me for the ice cream because I had to leave right away and could not wait around any longer.

They didn't want to refund me for the items they could not provide and in the end after waiting over an hour for a 2 for R60 mix & match special I had to leave with an incomplete order and them refusing to refund me for the items not received. Later at home we discovered that not only was the food order also stuffed up, no sauce, not what it's usually like but rather cold, dry, unpalatable and completely uneatable! Asif the last couple of hours was not frustrating enough this started a whole new ordeal & lack of service experience. I discovered that it was impossible to get hold of this particular Burger King outlet or store manager and was forced to go through a call centre that then give you a “Allen’s Nek store number” that does not exist. Three times I had to go through this process and given the exact same bogus number and when I explained to the call centre agent that this number that she is giving me does not exist she said that’s not her problem and threw the phone down in my ears?? Really!

In fact after spending several frustrating hours and close to R100 airtime I had to accept that it was impossible to get hold of this company to speak to a store manager to inform him of this unacceptable situation and lack of service & quality on his stores behalf so I kept the slip and was forced to go back to the store as soon as possible. Two days later I was going that direction and took the slip decided to go past there with my mother to sort this thing out. I asked for the store manager but was told by some teen ager with no name card that he was in fact the manager there now because the store manager was not there and I was told that he could not give me the name of the store manager either.

The first thing he told both my mother and me was that he was working at Little Falls store the particular day that this incident happened and that they received allot of complaints about the service and food from Allen’s Nek on the 29th of January and that he was aware of this and wanted to personally apologize to us about this. Furthermore after all my trouble with them that day, them sending me off with dry old Sause less food and an incomplete order even though they knowingly charged me for the items they could not provide, and could not refund me for whatever reason we were then told that they could not refund me for the items they could not provide that day because this happened two days ago and they cashed up for that particular day already??? Really!??

Furthermore, we were told that they were not willing to replace the 2 for R60 sandwich order for a fresh up to standard order because we were supposed to bring this order back on that same day after spending an hour there waiting and sending us off that day. Are you kidding me? Nowhere on the pay slip provided was a number to contact the store to inform them of this mistake and I spend another couple of hours and allot of airtime trying to do just this that day to no avail. So Burger Kings “manager” telling me that they can’t help me at all because I was supposed to organize transport to go back there the same day this whole ordeal happened, again, to go and sort this out is simply put unbelievable and I am flabbergasted and could not believe what I was hearing, but this is the reality of dealing with this store people. Support them, spend your money there and hope to God that they are up to delivering when you do because no stuff ups or mistakes or lack of quality of food on their end will be looked at or even considered to be rectified in future.

I was a Burger King fan but this particular Sasol Burger King Drive-Thru at Allen’s Nek spoiled it for me and I’m not sure that I will ever go back to Burger King with how they left things in this situation. Burger King have got mountains and heaps to learn about customer service from any of their rivals out there which are much better trained and willing to keep their clientele happy.