A Leeds restaurant chain that is popular with celebrities has been slated on TripAdvisor by customers complaining about the service and waiting times.
Archie's, an American food stall in Leeds Trinity Kitchen, has received several negative reviews, giving it just a 1.5 star average rating on TripAdvisor currently.
Business bosses have promised standards will be resolved immediately after people complained about waiting more than 45 minutes to receive food they didn't find to be worth the wait.
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In a one-star review posted just a few days ago, fairies0323 wrote: "Shocking service. Rude staff and several angry customers. They won’t tell you the real wait time.
"Add on 30 mins to the 15-20mins they say it will be. That’s after a 20 min queue wait. Even then the order is wrong! Will never visit there again. Really bad service. Don’t visit unless you can wait over an hour for food!"
Archie's serves American cuisine including burgers, milkshakes, and tater tots.
It has been a popular venue for celebrities, including Floyd Mayweather, Conor McGregor and Kevin Hart.
Another reviewer, C6182GRanneh said: "Visited today with my daughter and 2 granddaughters. Ordered our drinks and food at 11.14. The milkshakes took 25 minutest to be ready. The food order was not ready until 50 minutes after ordering.
"The superstar burger was lukewarm and had obviously been left wrapped in foil for a while as the bun was flat and the burgers welded to it.
"Of the 3 chicken burgers ordered 1 was completely the wrong burger - plain instead of hot chick. None of them could be described as hot - they were warm at best. Spent over £44 for a meal that was mediocre at best. Shame. Would have done better at McDonalds and I dislike that."
18megI said: "Came in with friends and both of me and my friends’ orders were small And involved Cheeto fries. Waited and waited and went back to check up - we were worried our alarm was broken- and we’re informed fairly rudely that our order is not made & was not being intended to be made as they were out of Cheetos ???
"No one let us know, we were proper hungry and waited all together 45 minutes and there’s was no intention of letting us know about this. We both got refunds. Shame because we really wanted to try it we’re not from Leeds."
While Archie's has only been reviewed 12 times on TripAdvisor, 10 of these people gave it one star.
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In terms of Google reviews, it averages out at 3.1 stars from 150 reviewers.
Giving the restaurant a three-star review on Google, Imran Janwari said: "Not the typical Archie's, chicken wings weren’t done properly (had bit of smell), burgers were just ok (not like one in Trafford) and of course it feels pricy when you don’t get what you pay for, not coming to this branch again."
Archie's also has several branches in Manchester, one in Liverpool, and one in Birmingham.
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However, there is one five-star review for Archie's Leeds Trinity calling the burgers "great", which is supported by some reviewers on Google too.
A spokesperson for Archie's said: "We at Archie’s pride ourselves on the quality of our product and any lowering of these standards is very concerning. Archie’s serves many thousands of customers on a daily basis and if our standards drop it is paramount that we rectify this quickly.
"Customer complains are taken seriously and their concerns treated as priority. As far as the TripAdvisor comments are concerned they have been scrutinised and as a result I will personally ensure that this is investigated and our staff retrained to ensure that our standards return to our high standards.
"If any customer wishes to contact me directly I will respond to their issues on a one to one basis.
"These reported unacceptable standards will be resolved immediately.
"We opened this branch in 2020 at the heart of the pandemic and it has been tough for us. Recruitment was very tough. A new manager has come in so we are revamping.
"We're spending a lot of time rebuilding and training staff."
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