Unsatisfied With Burger King Service

On March 5, 2026 at around 12:43 p.m., I had a very disappointing experience at the Burger King located on Olden Avenue in Ewing, NJ. I placed a mobile order that included a Whopper with cheese, specifically customized with no onions and no pickles because the sandwich was for my 80‑year‑old family member who cannot eat onions or pickles. Despite this clear customization, the sandwich I received was cold, had onions and pickles on it, and did not have the cheese I had ordered. I went back to the counter to have the order corrected, expecting a simple and respectful resolution. Instead, I was told that because the order was placed online, it was not their fault and that I would have to pay an additional $1 for cheese. They then took the existing sandwich, added a slice of cheese, and handed it back to me rather than remaking it correctly. When I explained that the sandwich was cold, instead of preparing a fresh Whopper as would be reasonable under the circumstances, they put the same burger in the microwave for a few seconds and returned it to me. The result was a poorly reheated sandwich with unevenly melted cheese and wilted tomatoes. This was especially concerning given that the meal was intended for an elderly family member. The total I paid for this experience, including the extra charge, was $24.12, which makes the lack of care even more disappointing. I asked to speak with a manager at the store but did not get to speak with one, so I later contacted Burger King customer service about this experience. While I understand that mistakes can happen, the refusal to take responsibility, the insistence on charging extra to fix their own error, and the lack of basic customer service and empathy at this location are unacceptable. I expect Burger King to review the behavior and training of the staff at this branch, ensure better management oversight, and provide an appropriate resolution for the poor service and the unsatisfactory food I received. Customers should be able to trust that their orders, especially when they involve dietary needs for elderly family members, will be prepared correctly and that any mistakes will be handled professionally and respectfully.