Burger King in Welwyn Hatfield

Dear Burger King Customer Service, I’m writing to share my disappointing experience at your Hatfield branch on 14th December at around 6 pm. The service I received fell far below the high standards I’ve come to associate with Burger King and what you promote as part of your customer experience. According to your website, Burger King is committed to providing customers with great food, served quickly, in a friendly and welcoming environment. Sadly, my visit did not reflect these values in any way. When I arrived, all the staff were at the back of the store, leaving no one at the front to assist customers. It was extremely difficult to get anyone’s attention. When staff did briefly come forward, they avoided engaging with customers by turning their backs or making no effort to assist. It felt like we were being actively ignored. When I finally managed to get someone’s attention to place an order, I was told to use the self-service machine instead. The till was clearly operational, but it seemed like the staff just didn’t want to serve customers in person. This came across as rude and lazy, completely contradicting the welcoming environment Burger King claims to stand for. Later, when I needed to use the toilet, I discovered I needed a code to enter. Once again, it was an uphill struggle to get staff attention. When I eventually received the code, it was mumbled by a staff member who refused to face me. I couldn’t read it clearly, and when I tried to clarify, she continued to mumble with her back to me. Another customer nearby experienced the same dismissive treatment and even commented on the staff member’s rude behaviour. The entire store had an unwelcoming and negative atmosphere, as if customers were an inconvenience. In stark contrast, the McDonald’s located across the street was busy, vibrant, and full of energy. Customers there seemed to be enjoying themselves, which made the poor service at Burger King even more glaring. Burger King’s website emphasises delivering an exceptional customer experience and making customers feel valued. My visit to the Hatfield branch did not come close to meeting these expectations. I urge you to address the service issues at this store by providing additional training and holding staff accountable for their behaviour.

Excellent customer service by the members of this store and always keeping it clean

Amazing experience and good support from crew

The customer service was Excellent the restaurant was flawlessly clean and hygienic will love to visit again..

Fabulous customer service as always....🥰🤌💯

It was late and stone cold would never use again

the Royales were really dry. Seems like they'd been left under the hot lamp for a while! disappointed!

Our order has not been delivered apparently the driver can’t enter the code give to him he is at the right door I’ve shown him the confirmation order email , no food delivered I want my money back including the tip etc £28.60

Order took 3 hours to be delivered!

over 2 hours for delivery. Food was barely warm

Amazing service, Veronica is truly the best! Safe and very clean environment. Would 1000% recommend.

Fantastic service, this is the place I go every time I fancy to treat my and family. Ever though I have one at 5 minutes from my house. Many thanks, guys, carion doing what you do best, I recommend all to visit Burger King in Hatfield 👌 💥💥💥💥💥

I have visited only the reason is for my friend Abhilash nayak nunavath!

Poor.. Very poor. Driver didt understand English. Didnt Get my food i paid for.. (^_-) Shame. All i can Say about it. ......

THE DAY YOUR JUST EAT DRIVERS START TO USE BAGS TO KEEP THE FOOD WARM WILL BE THE DAY YOU GET BETTER RATINGS. IT HAPPENS ALL THE TIME WHY WOULD ANY CUSTOMER BE HAPPY WITH FOOD THAT IS HARDLY WARM? SO, THE FOOD WAS POOR AGAIN FROM BURGER KING AND LATE

The food & speed of service is very good asst manager Veronica received very well. A happy customer :-)

Few months back my experience was not that great. But today the Asst manager Veronica served very well & very politely. Speed of service is very much appreciable. I'm pretty much sure with her presence there is going to be happy customers.

Asst manager veronika served very well & politely speed is service is increased

Chips were not cooked really hard and pale, very disappointing…chicken bites and hamburger were cold

The bacon was tasteless and too thin and the tomatoes were old tomatoes not very fresh

I got given the completely wrong burger! I ordered a chicken steakhouse and recieved a chimchuri beef burger that looks absolutely revolting! I'm pregnant and all I wanted was my chicken burger I could cry

Thank you to Macbeth for very good customer service and food, this is a good Burger King!

Very quality food and good customer service

missing one portion of fries, not too impressed!

ridiculous. ridiculous ridiculous. 2 hours for this delivery and just eat won't event take responsibility. what a shamefully company. everything cold and horrible.

Driver wasn’t the most pleasant, drink was half empty and the food was cold

Better than McDonald’s innit. Shoutout to the BK massive

Went today with family two of the burgers where raw and cold taken them back to till and they refused to redo the kiddies meal burger 🍔 terrible service

food was perfect very delicious arrived hot and was delivered politely

When the weather gets cooler, the food gets delivered barely warm, if only the delivery guys used bags that keep the food warm as it should be. The whoppers were a bit too greasy, but the temperature of your food needs to improve.

my Drinks were forgotten on the order and there isn't a way to just get a refund for them.. I can't refund a full meal just because I didn't get the drinks I paid extra for. this shouldn't be the case as I'm out money now through your terrible system..

One of the best burger king i ve ever visited…i took some time to make my order but the staffs were very polite and helpful ✌️✌️

Great place and good place to chill,the staff is always smiling, good customer care and good environment.the food is also great

Hasn’t been good for A while now,

The 2 lady staff were very polite, smartly dressed, smiling, happy and very proud to be working for BK. Tasty food the best mocha ever, I got served very quickly and the restaurant was cosy

drink spilt all over bag and food missing

Was looking to eat lunch with my kids, and I was like, let's give a chance to BK this time, went inside to order, stopped by the counter cause I wanted to pay by cash, and the lady behind the counter with all the possible attitude she can give pointed her fingers at the screens and said that I can't wait there, as I can order on the self service as well, she just give me attitude without even me or my kids speaking at all, obviously left and walked at McDonald's and no wonder McDonald's was full while BK was empty, rude as hell, one thing is sure, never stepping foot on that place again, rude stuff, not trained at all, shame I can't give less than one star

Well performance by managers and team I’ll likes it though

Super experience with BK hatfield

Waited nearly nearly 20 minutes to get a basic meal with no changes to the standard burger. Eventually gave up and requested a refund. Have to give the food 1 as I never received it. Poor service... Don't come here if you are looking for fast food.

Waited close to 20 minutes for a basic meal with no changes to the standard menu item. Eventually gave up and asked for a refund. They staff never asked why a refund was requested. Awful customer service experience and definitely not fast food.

The majority of the order wasn't delivered, courier took all the food and left only the drinks

food said delivered but did not turn up

food was delivered fast & hot thank you

Best fast food in local super service

food cold and order items missing

Best service from the staff and the food was hot and freshly served. Would recommend 👌

Order wrong the, burger was cold and bun burnt. 'Chicken' disgusting. Only ok item was fries. Service in drive thru: slow and had to repeat order multiple times. Free parking at Galleria car park as went after 6pm.

Very anice And Cooperative staff and managers. Appreciate the service.

The. Food came warm cooked well including hallmi fry’s

The order was never delivered to me.

Worst experience i’ve had. No updates, the food was not delivered despite the driver marking it as delivered. I have no idea where it was given but I spent money on this AND used £2 credit. I want a full refund and compensation, this is unacceptable.

My order never came and showed delivered on the app. Can’t even reach anyone to track .

Parts of order missing, again. Gave benefit of doubt but let down again.

Would have been nice to have ketchup

missing 2 kids burgers from family meal

Everything was perfect, they have juice service, you pay for a glass and you can refill it for free, the location is visited by many young people, who didn't pay anything, they serve themselves without any of the service staff stopping them, it's not fair, but I personally did not like this.

Nice quiet and clean Burger King Hatfield

Slow delivery meant food arrived cold

Order didn't arrive two hours after placing it. Said delivered and it wasn't. Called the store multiple times and no answer. No communication.

the order was never delivered. I sat in my home for about 20 minutes or so after the app had said the food was delivered, I don't know if they got the wrong house or something else, but it just didn't arrive at all

Usual slow but friendly service, restaurant was clean & tidy, & value for money using the Burger King app & rewards system is great.

Had a great experience and love the staff and their service.

the customer service is a disgrace order was missing somethings and so rang burger King and was told to get a refund as they won't deliver the missing item

Lovely customer service. Everyone was very nice.

Food was stone cold upon opening the bag

Freezing cold. Burger was squashed. Only 4 haloumi fries, not 5. Horrible meal. Waste of money and that was my one 'Treat' a week I allow myself. So disappointed 😞

Burgers always hot. I'm a university student and I come here alot. As you know money is tight to mention. I get good healthy whoppers here all the time!

Plesent atmosphere and very good and polite staff

Very helpful. Great customer service.

The food was delivered a little later than previously expected

It is a nice place to get the food from and the manager kingsley was helpful to solve when we had issue with the drinks machine.

Friendly staff. The fries in Burger King is the best among this price range. My son like to have Steakhouse Crispy Chicken and King Loaded Fries.

I had to go to the shop and pick my own food up a hour after I sent order so rubbish

Nice service and delicious food

food is great but my order was missing a burger from the duos meal so I have requested refund from just eat.

Food was all cold, and had kids chicken nuggets missing. Complained abt missing item and they all food was cold. Not happy

Don’t order from here ,the food was never delivered , the restaurant is a complete waste as you can’t even call to ask because they won’t pick your phone . DONT ORDER FROM HERE !!!!!!!

The drive thru person was nice and patient

Very good place to spend time with friends nd family . Staff are very friendly, Mahi is very helpful and supportive 😁😁

it was pretty bad, the food was cold, 30 minutes late and tasted chewy and awful

On my order says 1 large fries and 1 small fries, it would be a good idea if you put them separately so we can know that it's the correct order and nothing is missing. Other than that everything is good. Thank you.

Ordered through deliveroo, managed to mess whole order up. Vegan bean burger not there, sent chicken nuggets instead of vegan. What happened to all that supposed Allergy training that's law! absolutely joke of a burger king will not use nor recommend to anyone. If I could give zero stars I would. Absolutely disgusting service. Staff obviously need re training on how to make a order and deliver. Poor ! Poor! Poor!!!!

Great staff great store, quick service and great good 5*****

A customer come back service given. Awesome

Remarkably friendly staff. Girl name mahi helped me with my customised order.

The food was half an hour late to be delivered, the branch did not pick up the phone when I called to ask for an update, and by the time we got it, it was stone cold. Very unimpressed.

The driver was "at the restaurant" for around thirty minutes. The Burger King branch did not pick up the phone when I called to ask for an update. And by the time the food was delivered, it was stone cold. Very unimpressed indeed.

The food is often cold from BK but at least the chilli cheese bites are usually good. This time the food was cold and they didn’t even give me my chilli cheese bites. I called 3 times and no answer. Bring me my food or refund it please.

The delivery didn`t came , it didn`t even called me... !! Why do i have my phone nr on ????

Excellent service and outstanding performance by managers

Outstanding performance by staff and hot food

food was missing . why cant people do a simple job as take the order put the orders in a bag . how stupid are the people that work there ? i would like this review to go live as they are thick people and theres people that work here thick thick thick

Delivery came late and we were missing an order item. The food was cold upon arrival.

Really cold food! And called me when I really said please no contact delivery? very greedy delivery drivers and food chains? so I pay 11 pounds for the food and delivery more than 4 pounds? So you think that you deserve a tip? Food is cold, I already pay all the charges including the tip? And the food is not edible? And you call when you are outside because you want more money? Shame on you!

This was the first time I went Burger King in ages, service was fast and the food was amazing!!

Outstanding service by manager and staff And hot food Fast service

Amazing staff and excellent service. Will definitely be visiting again

Was excellent food service and management In the restaurent Hot food Reasonable prices Happy for I pay Thanks burger king

Outstanding service by the people