Point Burger New Berlin

I've been a patron of Point Burger Bar since the beginning, dining there multiple times (at other locations, too), including taking large groups there previously. We've always had a good experience. This time was different as there were significant issues with the entire experience. The restaurant was noticeably dirty. There was garbage on the floor and multiple tables were dirty. One table hadn't even been cleared when other patrons were brought to it. Ours needed to be wiped down after we were seated. Then, we waited far too long for our server to even say, “Hi” much less show up to take our order. When she did, all she did was ask if we wanted anything other than water and said she'd be back, even though we’d had more than enough time to read and reread the menu. I think she was new and we were understanding of her learning the ropes, but if you're writing our order down and confirming it in real time, I feel like that should greatly reduce or eliminate any errors, but it did not. We waited a long time for our appetizers to show up...but one of them didn't. We brought this to her attention and was told it would be addressed, but we waited and waited and nothing was done. After waiting a long time more, we flagged her down and asked where our entrees were. It took a long time for her to return with our food, but the order was again wrong. My wife's fish fry had the wrong fish, my mother's dish was missing the side she asked for, I didn't get my food at all, and we still didn't have the missing appetizer. Half the food that arrived had clearly spent 10 minutes longer in the fryer than it should have been and was alarmingly overcooked. The other half had clearly died under the heat lamp and was neither fresh nor appealing. When we expressed concern over this, the server seemed noticeably upset, returned to the kitchen, and then a manager came to the table. We explained everything to the manager who didn't at all seem interested in replacing the subpar food, only getting us the food that was missing (obviously the sale was the priority, not the quality of our experience). I was firm in asking that the issues be corrected, but she just gave us excuses about being busy, and worse, began to disparage the server. We were appalled at the lack of professionalism. Clearly, multiple things were running amok in the front and back-of-house, but to cast all the blame on an apparently new server is despicable. After a short wait, we finally got my food, the missing appetizer, the correct side, and the correct fish, but at this point, it was too little, too late. The whole experience left a nasty taste in our mouths. Nothing was comped. There were no real attempts to resolve our concerns. The manager acted inappropriately and it’s no wonder those reporting to her struggled. PBB failed on multiple levels and did so repeatedly, even when given the chance to rectify. For this reason, we've not dined there since. Unless I hear these problems are being addressed, we're not likely to return, which is a real shame because I like the owners and the location and fare are ideal. Very, very disappointing.

Food was really good and Daisy our server was very attentive. It was freezing in the rest but Daisy spoke to manager who turned up the heat. I had the chicken potpie which was huge and provided me with three additional meals.

One of the best burgers I've had!Cool place in New Berlin. There was a great band playing in the back parking lot but we were in kind of a rush so ate inside. Friendly and fast server!

I love their burgers and fries. After driving almost 700 miles in 30 hrs to get home, I ordered a burger and fries and waited patiently. Finally. I opened box and NO FRIES. I was so tired and angry I just started crying. Someone not checking to make sure my order of 2 items, yes only 2 items, was correct reduced me to tears. Take the 10 seconds and check to make sure all items are in box.

Been stopping every couple of weeks for the burgers and onion rings. And of course the beer. Great food and staff. Unfortunately now serve onion strings. not good…..Don’t know if we can continue without the onion rings. Please bring them back. ??