PS3D said:
I went at 3:30am after work. Burger was okay, but fries weren't. Maybe it was because it was so late but the fries, although crisp, weren't hot and really flavorless. A far cry from those golden sticks at Whataburger or even McDonald's.
Maybe it's just because it WAS so late (I appreciate the 24 hour operation, really) but for all the ravings I've heard about the fries they were a severe letdown.
First, thank you so much for your patronage. We sincerely appreciate it.
The fries certainly have the potential to be an issue, and I can explain why.
We use Hollywood Fries, which are a specifically branded and grown with care Kennebec potato, which is well known as superior for French fries. We punch them them fresh into water to soak and remove starch, as I'm sure many have seen in In N Out and other operations. We par fry them and then finish fry them, which is the preferred method as well.
When this fry is fresh, it's outstanding. When it gets a little cold, it's ok. When it sits a while, not so good.
We don't use frozen product, potato whiteners and preservatives. Those items and processes allow for a large margin of error by the fallible human being lol. Some of the big burger guys do all that. Just imagine anywhere you're getting a cookie cutter, perfect looking fry.
Off times or down times are when human error spikes in the restaurant business and trust me it's frustrating.
So, in summation, if you ever get fries that aren't hot or fresh, please notify us so we can fix the issue for you. Furthermore, it's a common part of our training to give an extra order of fries if we screw up. Staff also will give you baby o rings if that's you're thing. Finally, info@eccellgroup.com forwards to my personal email. We will make it right.
Lastly, we did have a couple hiccups today, nothing major but definitely some second day jitters. After staff got in a groove it was butter. Hopefully we can keep that standard fluid.
All the best,
Costa
