Repeated Poor Service, Long Delays & Cold Food

The Burger King located at Willow Road Shopping Centre (203 Circular Drive, Fairview, Gqeberha/Port Elizabeth).

Repeated Poor Service, Long Delays & Cold Food

On the day of my visit, I arrived at the Burger King drive-thru at 17:30. It was extremely hot (around 29°C, according to my car thermometer). I placed and paid for my order at 17:34 and was instructed at the next window to park and wait for my food.

I want to be very clear: I do not mind ice in my cool drinks — I actually prefer it. However, I will only accept drinks with ice if I know I will not be waiting long for my food. If there is going to be a long wait, I would rather not have ice in my drinks. This was never communicated to me, nor was I given a choice. By the time I reached the window, my drinks had already been poured with ice.

Because of this, I specifically asked how long the wait would be, explaining that I did not want my drinks watered down due to melting ice. I was clearly told “less than five minutes.”

I then waited in my car for 25 minutes. During this time: • No staff member came to check on me • No one brought my food out • No updates or communication were given

Eventually, I had to go inside myself. My order was already packed and standing there, but no one had taken it out. As expected, my cool drinks were watered down from the melted ice, and the food — especially the chips — was cold, clearly having stood for a long time.

What makes this even more frustrating is that this is not the first time I have experienced this at this branch. On multiple occasions, I have left disappointed and told myself I would not order here again, only to give it another chance — and experience the same issues all over again.

When I raised my concerns, there was no apology, no ownership, and no attempt to fix the situation or offer compensation. The staff member who had promised to bring the food out was not even at his station and appeared disengaged. The cashier who originally took my order ended up assisting me instead.

Being told to wait five minutes and then waiting 25 minutes — in hot weather — only to receive cold food and watered-down drinks is completely unacceptable for a fast-food restaurant. The repeated lack of communication, urgency, and accountability reflects a clear pattern of poor service.

I expect far better from Burger King.