06/28/2026
We don’t normally respond publicly to reviews. Everyone is entitled to their own opinion, and not every restaurant/food truck is going to be everyone’s favourite.
However, after reading a review posted today, we felt it was important to clear up a few misconceptions, not to argue, but because we believe in being transparent with our customers.
First things first.. Our burgers are exactly what they’re advertised as; 100% FRESH, never frozen SMASH burgers.
A Smash burger is not meant to be a thick pub style burger. The beef is smashed directly into the grill, creating those crispy, caramelize edges that smash burgers are known and loved for. The patty is intentionally thinner because… Well.. We smashed it… 😅
If you’re looking for a thicker burger, just ask! Depending on how nice you are at the window… We might even make one 😉. Just keep in mind it’ll use more beef, so the price would have to reflect that.
Now, regarding the wait time…
On this customers first visit, we explained before the order was placed that we were making a fresh batch of gravy and that there would be a bit of a wait. The order consisted of one of our 100% FRESH, never frozen SMASH burgers, FRESH cut fries, a side gravy and a drink.
During that wait, we also served two other customers before finishing the order. When it was ready, we brought the meal directly to the drivers side of the customer’s vehicle, just as we try to do for everyone whenever possible.
For the sake of transparency, the order was placed at 1:39PM. By approximately 1:58PM, the customer had received their freshly made meal, finished eating while parked in front of the truck, disposed of their garbage in front of the truck, and left.
Within roughly 18-19 minutes, we;
Finished a fresh batch of gravy.
Served two other customers.
Cooked a fresh Smash burger.
Prepared fresh cut fries and gravy.
Delivered the meal directly to the customer’s vehicle.
Communicated the delay before the order was even placed.
And the customer had enough time to finish eating before leaving.
Was it our fastest service? Absolutely not.
Can we always strive to be faster? Absolutely.
But we also believe it’s important to provide the full picture.
When one person is running the truck, they’re taking orders, cutting fresh PEI potatoes, blanching fries, making gravy, cooking fresh smash burgers, prepping ingredients, serving customers, cleaning and keeping the kitchen moving all at the same time. Delays can happen, but we always do our best to communicate them before your order is placed.
We’re a small business, and we’re human. We will make mistakes from time to time. If something isn’t right please let us know while you’re here. We genuinely want the opportunity to fix it. Whether that means remaking your meal, answering questions about one of the menu items, or simply hearing your feedback, we’d much rather have that conversation in person than discover afterwards that you left disappointed.
We don’t expect everyone to love smash burgers and that’s perfectly okay. Food is subjective. But we do hope people judge us based on what we actually advertise. Our burgers are smash burgers by design, not by accident.
At The Fry Department, our goal has always been simple. Serve quality food, made with 100% Fresh never frozen beef. Fresh cut PEI Potatoes/Fries. Homemade ingredients. Treating every customer with Respect. Every burger is cooked Fresh to Order. Every batch of Fries is Cut Fresh.
We’d rather take a few extra minutes to serve Fresh Food than rush something out that doesn’t meet our standards.
To everyone who has supported us over the past year, thank you. Your encouragement, patience, and Honest feedback have helped us build something we’re incredibly proud of.
If you’ve ever visited The Fry Department, we’d love to hear about your experience. If you have a couple of minutes, please consider leaving us an Honest Google review or dropping a comment below. Whether it’s five stars or constructive feedback, every genuine review helps a small local business continue to grow and helps future customers know what to expect.
Thank you for supporting local and for allowing us to continue chasing our dream.
The Fry Department.
