The Burger Joint

I write about my experience at Burger Joint from the parking lot after I recently visited. Burger Joint is usually phenomenal and they are known for stellar burgers and service. However this may not be the case anymore at the Heights location. I put in my to go which was supposed to be ready at in between 12:43-12:53 via the app. I received a notification from the burger joint app that my order was ready and I made my way up to go order pick up area. The to go person let me know my order was coming out. I sat down to wait and continued to wait until 1:04 when the bartender Crystal (who mind you I wasn’t sitting near her) asked me if I was waiting for an order. She has noticed that I had been there for a while. I told her what her coworker working the to go area said but that it had been a while ago. She immediately leaped into action and informed me that had no gluten free buns and that was why my order wasn’t ready yet. I told her a regular bun was fine but it was kinda weird that no one asked me about a substitution so I could receive my order. Crystal gave my substitution to the kitchen and I receive my order at approximately 1:17PM (24 mins after that 1:43-1:53 time frame that was supplied by the app with a notification sent to me confirming the order and that it was ready). Crystal also informed me that he manager would be over to speak with me about the problems with my order. The GM(who was MOD on Tuesday 08.18.2025) approached Crystal about the issue asked who the customer was and identified me as the customer with the issue. He looked at me and never at anytime approached me to discuss the issue with my order. This is a frankly unacceptable level of customer service on behalf of the GM to never address me or my issue what so ever. I then saw the GM walk off sight with a to go drink in his hand completely unconcerned with my experience. Crystal checked on me and asked me if the manger (the GM) spoke with me. I told her no and she gave me a 10 dollar GC for the next time I come in and apologized greatly. It is people like Crystal that make your business good and successful. It is people like the GM who was MOD on 08.18.2025 who will drag you business down by not having the attention to detail that Crystal does. As a 20 + year hospitality worker who has worked in almost every position in the house I would covet and make sure Crystal grows with your company. She is an asset. Your GM need to run the to go area with a demotion.

I had the bbq burger bowl. That's a good option for those of us who are gluten intolerant.