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“Victim of its own success?”

The Burger Bros Diner & Bar
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Ranked #18 of 115 Restaurants in Deal
Certificate of Excellence
Price range: $7 - $21
Cuisines: American, Barbecue
More restaurant details
Restaurant details
Dining options: Breakfast, Late Night, Delivery, Reservations, Takeout
Description: A cosy, inviting community diner that takes it's inspiration from New York eateries. We are open for breakfast, lunch and dinner serving authentic comfort food using the best of what Kent has to offer, including our signature 72 day aged beef used in all of our burgers! From 9pm to 11pm it's happy hour and we serve well crafted seasonal cocktails for the discerning drinker or prohibition cocktails. We cater for private parties and events and can seat 34 diners.
Reviewed February 20, 2013

Mid way through February half term, midway through the 6-7pm Family Hour, one hungry adult and two hungry teenagers place an order for takeaway burgers in a crowded pub. Forty-five minutes later we are on our way home, money taken back as the one flipper and one waitress could not cope. Scale up or ship out?

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2  Thank Scousescally
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bigfoot09, Owner at The Burger Bros Diner & Bar, responded to this reviewResponded February 26, 2013

Hello. Firstly I must apologise to you and your children about the waiting time. You are right 45 minutes is too long to wait for your order. Secondly I am sorry you did not wait a while longer to try our Burgers, because if you had I'm sure you would have thought twice about giving our small local enterprise a 1* rating.

I'd like to take a moment to explain to you why you waited 45 minutes. Last Wednesday evening was our busiest ever since we started. In fact it was 3 times as busy as it normally is. It certainly was a wake up call! Perhaps it was because it was half term? Or simply a build up of reputation. Either way we have learned from this experience.

The very next day I put an update on our Facebook page to apologise to everyone who had to wait. We had great support from those who had, and I'm sure regretfully like you there were some who just could not tolerate the wait.

Scale up or ship out? Well, firstly now that we have experienced a hectic busy evening like this one we shall definitely be scaling up, not shipping out. We have pleased too many people to even contemplate that. We aim to open on Saturdays from March and am in discussions with the landlord to increase our small kitchenette area out the back to enable us space for two grills - the current space only allows us one 'flipper'. We are also recruiting for new staff. We should see some of these changes taking effect from as early as mid March.

Now to your rating. I do believe that giving us 1* was quite mean if I may be so bold. I do understand how frustrating it must have been for you, but you didn't try the food and people were told at the time of order that there would be a longer waiting time. I noticed you ordered a take-away. I am presuming you didn't call us to make your order but came in off the street? If you had of called us we would have been able to tell you there'd be a longer waiting time and you would not have had to wait as long upon collection. If this was not the case, then again, I apologise.

We want to be able to please everyone and provide a quality service and when sometimes things go wrong, naturally there is fall out. I hope we can work together to change this outcome into a more positive one?

As a valued customer nothing would please me more than to offer you and your family a better experience next time round, please come and see us again! And if your next trip is better then I hope you will re-address your review, and more importantly be one of our numerous satisfied regulars!

Best wishes,

Karl (Burger Brother)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a ReviewReviews (408)
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395 - 399 of 408 reviews

Reviewed January 30, 2013

These burgers are fantastic. Fresh tasting, satisfying soft buns, yummy big pieces of gerkin and glorious meat. Super tasty fries too. Can't wait for the boozy milkshakes. A great place to go with kids too. Hurrah! Thank you brothers XXX

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Thank Tisey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 22, 2013

Relaxed, friendly and great burgers, not heavy or greasy as some burgers are but light and flavoursome. there is great attention to detail and they obviously really care about their food and the diner's experience. A fantastic addition to our local Deal scene. This is not cheap fast food to be chucked down but well priced to be savoured and enjoyed. Looking forward to our next visit and the new shakes!

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Thank Marc J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 10, 2012

I enjoy a proper burger and have been to many places that serve them.
But i can hands down say this was one of the best I have tasted in a long time.
You can easily tell the meat is fresh and its so juicy and bursting with flavor.
The fries are also extremely tasty and the over all presentation of the food in a little basket with a nice American diner style.
Highly recommend A*

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Thank Phil M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 5, 2012

Certainly the best burgers in Deal, probably the best burgers in Kent, maybe the best burgers this side of New York!

And I haven't even mentioned the hotdogs, which might be even better!

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Thank greg d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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