Lilia Barcenas
Rated 1.0/5.0 5 months ago
This was the third time this place has messed up our order, and unfortunately I’m done giving them chances.
About a month ago, we placed a big delivery order. When we opened the bag, there was a half-eaten box of Urban Fries inside. Completely unacceptable.
Two weeks later, I decided to give them another try because I genuinely like their food. I placed a pickup order and ordered an Oreo milkshake. The photo on DoorDash showed no chocolate syrup, and there wasn’t even an option to remove it. I tried adding a special request asking for just the shake and whipped cream, but the app wouldn’t let me. When I picked it up, it was covered in chocolate syrup. I politely asked if they could remake it, and they told me “it comes like that.” When I showed them the DoorDash picture proving otherwise, they gave me attitude. The manager (or whoever it was) looked at the cashier like, “Is this girl really serious?” before finally saying, “Fine, whatever.” To make things worse, when they handed me the remade milkshake, they slid it across the counter toward me in a rude and dismissive way, which I found completely unacceptable. I was being completely respectful the entire time, so the attitude and behavior were unnecessary.
Today, I was craving Urban again and decided to give them one last chance. I ordered the tender basket with lemon pepper seasoning and a side of Mild Urban Fries. Instead, they put lemon pepper seasoning on the Urban Fries and no seasoning on my Tender Basket.
I’ve tried giving this place the benefit of the doubt because the food can be good, but after three bad experiences in a row, I’m extremely disappointed and won’t be coming back. Management seriously needs to hire employees who actually care about customer service, pay attention to orders, and genuinely want to work. A good attitude and basic attention to detail go a long way.