I am writing to you regarding your Times Square location, as there was no email listed for it on your website. I am hopeful you can pass along the comments.
Having previously owned 3 restaurants and having worked and lived here for 25 years, I can tell you that I have NEVER had my burgers and fries placed in a bag (even worse, paper) "loose" without being properly wrapped in foil, if not in another wrapping as well. Once again, last night my fries spilled all over the bag and burger grease caused the paper bag to nearly break during my walk home, and even on a 90 degree day, after a 7 block walk, my food was cold, effectively ruining my dinner and wasting a total of an hour of my time. All this requires is some tinfoil wrap, and I am hard pressed to believe you do not do this already. Perhaps a visit to POP Burger is in order, whom I have gotten take out from twice a week for several years since they have opened. All food there, including shakes, are wrapped in tinfoil and secured, and my food, even after a 30 block cab ride is always still hot. PLEASE, get some foil and plastic bags.
First, having formerly lived near your Madison Square Park location, I have previously complained and sent this same comment to your General Manager, who was kind enough to respond and promised a change. While I love your burgers and am now local and live in the neighborhood of your Times Square restaurant, I am willing to tolerate the ridiculous line and wait for 30 minutes (on a good day), however, like many people who go there, I am getting my food "To Go", and frankly the preparation of it is poor and unacceptable.
Having previously owned 3 restaurants and having worked and lived here for 25 years, I can tell you that I have NEVER had my burgers and fries placed in a bag (even worse, paper) "loose" without being properly wrapped in foil, if not in another wrapping as well. Once again, last night my fries spilled all over the bag and burger grease caused the paper bag to nearly break during my walk home, and even on a 90 degree day, after a 7 block walk, my food was cold, effectively ruining my dinner and wasting a total of an hour of my time. All this requires is some tinfoil wrap, and I am hard pressed to believe you do not do this already. Perhaps a visit to POP Burger is in order, whom I have gotten take out from twice a week for several years since they have opened. All food there, including shakes, are wrapped in tinfoil and secured, and my food, even after a 30 block cab ride is always still hot. PLEASE, get some foil and plastic bags.
Lastly, having two people behind the counter while there are 60+ people in line is not very efficient, and while your 4 register stations are not nearly enough to begin with (which one would have thought you would already have known before opening), at the very least they should always be staffed as there should never be a line there long enough to go out the door regardless of the time of day if everyone is paying attention and doing their job properly. I am quite certain that if I were running that location, there never would be a line.
I hope you will address these issues so that myself and my friends in the neighborhood can continue to patronize your location, as sometimes being too popular and too successful can sometimes cause a drop in service and attention to detail, as well as ultimately creating negative attention and a backlash.
Best regards,
