Krush Burger Nad Al Sheba (ENOC)

“I’ve been a loyal customer of Crush Burger for over three years, always ordering from the Last Exit branch. Their customer service there has always been great, and they know my usual order by heart. I always order the same burger: one slice of grilled cheese, two beef patties, onions, and toasted bread — not a potato bun. The bread is very specific and completely different from a potato bun, which I do not eat at all. Recently, I visited the Nad Al Sheba branch and ordered my usual burger. The staff member who claimed to be the supervisor was polite, came outside, took my order, and handed it to me. Since I’ve ordered the same thing for years, I didn’t check the bag and drove off. When I stopped to eat, I was shocked to find a regular potato bun burger, which is never what I order. I went back all the way immediately and explained the issue. Instead of apologizing or admitting a mistake, the staff member told me that he has worked there for 10 years and claimed that Crush Burger only uses potato buns in all branches, which is simply not true. I have been eating their toasted bread for three years from the Last Exit branch, and it’s completely different. What upset me most was not the mistake itself — mistakes happen — but the way it was handled. He insisted on something I know is incorrect, rather than listening to a loyal customer. He then went inside and came back saying it was “fixed,” but all he did was flip the same potato bun. It was still not toasted bread. I’ve always loved Crush Burger, which is why this experience was disappointing. I hope management looks into this, because honesty, consistency, and how issues are handled matter just as much as the food.”