Old School Burgers New Britain

UPDATE: As per the owner's response below I reached out to them today and spoke to the owner's son. He apologized for what happened and offered to provide us with a gift card to try them again. We will definitely try again soon and post another update after. We truly appreciate the follow up...just wish it didn't take a review to be posted for it to happen, but we look forward to another chance to enjoy your great food!The current state of this place is a total shame. The food is truly unreal but the service and quality of the food has been slipping more and more and finally it’s just bad. We’ve been frequent customer since they’ve opened. Everything was consistently amazing. About 6 months ago though we noticed the food would come burnt, dried out, and the portion sizes are inconsistent, especially for the price. Tonight we ordered about 45 mins before they were to close and picked it up 20 mins before closing. When we got home all our fry orders, which were supposed to size large, wouldn’t even have passed for a small at McDonalds. I called to talk them. They said to come back and they would redo them. We got there 5 mins after closing time to find a dark restaurant. We knocked and the one person left came to tell us we ordered a regular and it was our fault. Aside from the nasty service, it wouldn’t have passed as a regular regardless. After showing them the receipt that clearly said it was a large they then told us they were closed and couldn’t remake them. It’s a real shame because the food is really good but the nasty workers and inconsistent food quality makes it a bust. Given it’s not exactly fast food cheap I would NOT recommend going anytime soon.

Been going since they first opened and it used to be pretty good, actually really good when they very first opened, but that quickly went downhill as they left the place to be run by even younger and younger kids, and lost any adults they had working in the kitchen. The kids cooking hardly look old enough to be legally working, let alone to care about the quality of the food they're putting out. Also just noticed yelp points out that they have 5 code violations (not sure when from), not surprising...

Been placing large take out order every week since they've opened. Service, Quality Order Accuracy has PLUMMETED. This week was the last straw.

Loved this place. My SO, my mother, my youngest son and I had a good experience here. Counter people were nice and friendly. NO ONE SAID A WORD ABOUT MY ESA LAYING AT MY FEET.Loved the names of the fare...I had a Kevin Bacon Burger. Since we were in PA for my 70th birthday, I was given a milkshake for free and also used my military discount.

Shoutout to Jose for going above and beyond to fix a mistake. Someone didn’t read the order correctly and it was short a burger. Called the store and eventually got Jose, the manager. I explained to him that I have special needs young adults at home and it’s difficult to come to the store for the missing burger. At the end of his shift Jose personally came to the house and brought over not just the missing burger but lots of other delicious food. My sons were very happy with all the goodies. Thank you Jose!!