Wife and I had a craving for an impossible burger so we hit Habit Grill. We added avocado, which is $2 a burger. Noticed halfway through the burger that the avocado add was missed on both burgers. There was a line at the counter 4 deep so we decided to continue enjoying our burgers and ask for a refund. I did take a picture, which I’ve attached to this review.
When I went to the counter and asked for a refund the employee working the counter told me they wouldn’t refund us since we ate the burgers. I explained that we paid for something we didn’t get and showed her the picture. She relented but had to go in the back and ask their manager if they could refund us $4….ok.
She came back and offered us a free burger certificate instead of refunding us. Excuse me? We’ve eaten at this place only twice so that certificate likely wouldn’t be used. I asked if they could just refund is $4. Again the employee had to go in the back and ask their manager. When they returned they came back with $4 in cash. Not sure why they couldn’t just refund my card but I’ll take the cash.
I think this poor experience is really a lesson in leadership or lack thereof. Employees aren’t empowered to refund $4, the manager has an opportunity to do what is right and refuses (unethical), and the manger can’t come out of the back to address the situation directly. Issues happen but how you deal with them is important.
