chuckandbladeburgers.com Reviews 

Visited the Rochester Chuck and Blade Burger restaurant on Saturday 19/09 with my fiancée for date night.
Firstly I just wanna add my other half is very choosy about his burgers so it could have gone either way.
But wow!
The service by James was just right, chilled but available when you needed him, very friendly and happy to explain anything. The venue itself from the outside to eating/ kitchen area was great and appears to be a little American so felt right, my only gripe was the WC, it was dated and I felt it let the build experience down.
But the food was amazing, the menu was straight forward and the offers if you was hungry was amazing value for money.
Overall we will definitely be visiting again and bringing our friends next time.

We have been long-term loyal Chuck & Blade customers, but after what happened on 4 September we will never use them again.

My wife’s complaint started after an Uber Eats order on 30 July involving a Dirty Harry BOGOF promotion. She was initially told she would receive a full refund. What followed was over a month of chasing different staff members.

The complaint was eventually escalated to Nick McPherson. Nick personally emailed my wife on 17 August, discussed the complaint in detail, refused the refund and offered a £40 voucher. My wife replied challenging his explanation and asking for the actual promotional terms.

Then on 4 September Nick emailed me saying he was “unsure what query we are dealing with” and asked me to explain the complaint again, despite having personally dealt with it weeks earlier.
I called him.

I have severe PTSD. At the VERY START of the call, before discussing the complaint, I expressly asked Nick for a reasonable adjustment.

I was trying to explain that being repeatedly spoken over is a serious PTSD trigger and that I needed to be allowed to finish speaking.

Nick interrupted me while I was actually making that reasonable-adjustment request.

He continued speaking over me.

I became distressed by the exact behaviour I had just warned him was a trigger.

Nick then characterised my resulting tone as “aggressive” and ended the call.
My daughter was present and heard it.

Nick later emailed saying my “aggressive tone” made him uncomfortable while also claiming he is “always happy to make reasonable adjustments”.
I do not accept that apology or explanation.

The sequence was simple:

I disclosed severe PTSD.
I asked for a reasonable adjustment.
I explained the trigger.
I was interrupted while making that request.
I became distressed.

That distress was then characterised as aggression.
That is exactly why I raised the adjustment at the start.
The original food complaint was frustrating. The month-long handling was unacceptable. But the way my PTSD disclosure and reasonable-adjustment request were handled ended our relationship with Chuck & Blade completely.

A formal complaint has now been made and copied outside Chuck & Blade to Faithorn & Stag.

We will never use Chuck & Blade again.

Update: Trustpilot has incorrectly listed Chuck & Blade Burgers as being located in the United States, despite this being a UK business. I reported this directly to Trustpilot, but their support advised that only the business owner/administrator can correct the location. I am therefore leaving this note here so there is no confusion: this review relates to Chuck & Blade Burgers, Rochester, Kent, United Kingdom.