Service Standards has dropped

Hudson's Greenpoint should not be getting any stars for what I experienced. I was a loyal customer of Hudson's for a few years now until recently when my take away order of burger and fries was nothing to write home about. For tasteless, bland, dry, overcooked burgers and fries go to Hudson's Greenpoint. I complained the first time and the manager well, let's just say the "courtesy" burger didn't live up to the expectation either. I let it slide in the hope my next experience would be better. Fast forward a month or so later. Boy, was I wrong. Even worse than the first experience. Again, overcooked, bland, tasteless no sauce on the burger but the menu describes otherwise and the rolls were crumbling away which indicates that it was stale. The manager's excuse was that they had a change of kitchen staff i.e the chef. As a chef is it not your duty to know your menu and uphold the brand you are employed at? So I called in that same night speaking to the manager who seemed very helpful at first whom also remembered my first experience. I was perplexed that he told me to write a review of my experience instead. So you're not interested in what a paying customer has to complain about and still continue to give poor service because you have many other CUSTOMERS? I wasn't looking for a freebie or courtesy burger and that is what he made it seem. After the call I sent an email to say I want a refund of my purchase as a "free" burger (which is not free by the way) is not suffice as I was dissapointed 3 times in succession, which up to today was not responded to. So, I called again today and spoke with the manager who was very agitated and gave me attitude over my request for a refund. In a very condescending tone he told me to go to Outsurance to see if I can get my money back. A voucher is not suffice as I feel I will get the same poor quality food like I did the other 3 times. I think that it is also unfair towards the consumer to not have a choice in the matter for requesting their money back and just to be happy with a voucher.