Beware Backlot Express

[ukcatfan]

Sorry if this is kinda long -

This is just an FYI if you were considering this place. I know we will never go back.

We decided to try lunch at the Backlot Express yesterday (Sunday 2/2/03). We ordered two double cheeseburger meals and brought in cream cheese pretzels for our kids. I did not realize that there were not drinks included with the meals, so I ended up having two receipts for everything. Not a big deal, but it comes into play later. We got our food and sat down. We then realized that there was no cheese on them. My wife and kids stayed at the seats and I took the burgers back up and they showed me that there was one (small) piece of cheese on the bottom. They said that they normally do not put two pieces of cheese on a double. I know Disney has been under some financial problems lately but skimping on a piece of cheese? They said they would gladly replace them with ones that had two pieces of cheese. After waiting a few minutes, they gave me back the same ones with a piece of cheese just thrown on top of the lettuce. I then asked if we could get some pickles because I did not see any on the topping bar. The counter guy checked with the cooks and then told me that they didn't have any. I decided then that I just wanted a refund. The counter guy yelled back to the kitchen for the manager. He obvoiusly did not want to be bothered by me and told him to just have the cashier do it. BTW she was the only cashier and she had a line almost out the door. She then left her line and came over to me. I explained to her what was wrong. She said that there was no place in all of MGM where you can get pickles. I knew that was not true because my daughter had them on her burger at Mama Melrose the night before. She then said to me in a very disgruntled voice, "Well you are going to have to bring those drinks back to me for you to get a refund. I was going to keep them anyway and they were on a different ticket, but after her attitude, I gladly retrieved them. She then refunded me both on the same transaction and handed me two copies of the refund. Because this was my debit card, I still wanted my original copies of my receipts and I asked for them back. She told me that I could not have them. I asked why and she said that they were hers. Needless to say I was getting upset by this point. I explained that they were on my debit card and I wanted them for my records. She let out a big huff and then reprinted another copy of the refund receipt and said,"Here, will this work." I showed her everything that she had given me and said, "No, I still do not have my originals." She then practically threw tham at me and said, "fine, just take them!" and we finally left. We went to the Food and Fun Center at the CR and got more food for less money.

 

[Muffy]

Very sorry to hear about your experience at Backlot Express.

 

[webray]

Sorry you had a bad experience there...Backlot express is one of our favorite places to eat at MGM for counter service.

Did I hear you right...the topping bar is back???

 

[ukcatfan]

It had your basic stuff, mainly condiments. Stuff like lettuce, onions, and tomatos are not out.

 

[Belle5]

I don't blame you for being upset! They should do it right. They made the mistake on your burger by not putting on enough cheese. I think they should have made you new ones correctly but if they didn't want to do that they should have stuck the existing meat on the grill melting the cheese properly (not throwing it on top of cold lettuce). And excuse me, when we're paying $6+ for a fast food burger--what burger joint doesn't offer pickles? (Even Mickey Dees does that automatically!) You were not being unrealistic to ask for pickles any more than asking for ketchup.

The real problem, however, was not the food but the attitude. If they humbly and sincerely apologized for not having pickles, sincerely wanted to get that cheese done right for you or cheerfully refunded your money (telling you to go ahead and keep the drinks for all your trouble) this would not even be a story.