12/11/2024: Quick and kind
Gabriele served me, super!
11/09/2024: We had dinner several times at the Burger King located in the Aprilia 2 shopping center, usually after returning from a day at the Zoomarine water park. So far, our experience has been mostly positive, thanks to the speed and accuracy of the takeaway service. In fact, every time we opted for takeaway, the orders were prepared quickly and without errors. However, last time we decided to dine directly on site and unfortunately the experience was far from satisfactory.
After ordering and paying via the Burger King app, I approached the cashier, queuing regularly even though I had already paid online. As soon as I arrived at the counter, I noticed that several Glovo and Deliveroo couriers were being served with priority over the customers physically present in line. In particular, I was overtaken five times by riders, which made the wait even more frustrating. I understand the need to manage home delivery orders, but the fact that these always take precedence over those who are already in line and have already paid is not a good sign for the management of the service.
After waiting my turn, I showed the order number from my phone, already paid via the app. The cashier grabbed the receipt relating to my purchase and placed it among the other receipts, which were accumulating in a confusing manner on the counter, mixing with those from Glovo, Deliveroo and the other customers present. I waited a further 15 minutes before asking where my order was, only to receive a disconcerting response: "Did you order?" Even though I had already shown my order number upon arrival, it was as if I had been completely forgotten.
I showed the order from the app again and explained that I had already been waiting for 25 minutes. Meanwhile, other couriers and customers with direct payment at the cash register were being served, while two other people who had ordered via the app were also waiting for some time. After another 10 minutes, I decided to take matters into my own hands. I went to the checkout again and made it clear that the way they were handling the orders was unacceptable. The cashier's response was even more surprising: "I see the order from the app, but I can't find the receipt."
At this point, it was clear that they didn't know how to handle the situation. If they couldn't find the receipt, they could have reprinted it or at least notified me, since I had been in front of them for almost 40 minutes. Finally, exasperated, I looked at the counter, discarded the numerous confusing receipts and found mine, which had been mistakenly placed between those of Glovo and Deliveroo.
After solving the receipt problem, the negative experience was not over yet. When I finally received our order, a few pieces were missing: the KitKat for my daughter, the game for my son and, to top it off, my wife's sandwich. At that point, I went back to the cashier to ask what was missing, moving past the queue, and pointing out that they should pay more attention to orders placed via the app.
In conclusion, while the takeaway service has always been efficient, dining in was a disappointing and poorly managed experience. The confusing order, the exaggerated wait and the lack of attention to detail ruined our evening. I would recommend Burger King to improve the organization, especially for those who order via app, and to ensure that all customers, not just riders, are treated with the right attention. If you happen to pass by this Burger King, takeout might be the best choice, because dining in could prove to be a frustrating experience.
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