A Hessle mum who wanted to take advantage of the Government’s Eat Out To Help Out scheme was left “unimpressed” after being overcharged in Burger King in Hull.
Susan Scott, 44, was heading up to Bridlington on a camping trip with her husband and three children on Wednesday, August 5, when they stopped at the Burger King restaurant in Beacon Way, opposite St Andrews Quay, for a bite to eat.
They had been hoping to take advantage of the widely publicised £1 Whopper burger offer, which was made available by combining Burger King’s £1.99 deal, available via its app, with the 50 per cent discount offered through the Government’s Eat Out To Help Out scheme.
The scheme is available at 160 participating restaurants in Hull and East Yorkshire, including Burger King, every Monday, Tuesday and Wednesday in August to help get the hospitality industry up and running again after lockdown.
With both deals applied, the meal Mrs Scott ordered for her family – four Whopper burgers, six chicken fries, nine nuggets, fries and six chilli cheese bites – should have come to just over £9.
So when her bill came to more than £17, she queried it with the staff member behind the counter.
“I thought it seemed a bit steep,” she said.
“When the bill came I asked if it was with the scheme as well, but she told me you couldn’t use the offers together and that it had been decided that week.
“But then I looked at the receipt when I got home and she hadn’t even charged half price for the things that weren’t on the app.
Watch: Eat Out To Help Out: The full list of participating restaurants
“It would have been nice to have been told if you use the app you wouldn’t get the scheme discount, you can’t just change it as you go along.”
A Burger King spokeswoman confirmed that it was still their policy to offer both offers and would be sending Mrs Scott some vouchers as an apology.
But Mrs Scott said she was also disappointed not to have been asked for any contact details for the restaurant to have on record for the NHS Track and Trace system.
“You’re supposed to leave a name or phone number or something, but I wasn’t asked for anything whatsoever,” she said.
“I wasn’t very impressed at all.”
She left a complaint via the company’s customer feedback website, but said she had received nothing back.
Thankfully, she said she and her family enjoyed their subsequent camping trip and hope to go back there again soon.
Find where to Eat Out To Help Out near you
Addressing Mrs Scott’s experience at the restaurant, a spokeswoman for Burger King said: “We’re pleased to be participating in the Government’s voucher scheme, as well as offering a range of offers giving extremely low prices to our loyal customers throughout August.
“We were sorry to hear about Mrs Scott’s experience, which is not reflective of our policy.
“This has been reviewed with the restaurant in question, and we will be sending Mrs Scott some vouchers by means of an apology.”