Ignore this 'restaurant'. There are plenty of other restuarants in Times Square to spend your hard-earned money at. We ate supper on a Sunday evening here. Our waiter, Troop, first appearted delightful. He brought us water and drinks. He interacted with us and was friendly. Our food took an usually long time to arrive, but hey, we were having a fabulous time with friends, celebrating life, and didn't really mind. Once our food arrived, the fireworks began. Five of us enjoyed our meals. The sixth of us ordered a well-done burger and disappointedly received a very raw burger. He sent it back. Our water glasses were empty. Our drinks were empty. The re-cooked burger finally arrived. The second burger was ironically more raw than the first. We had no napkins. Our friend went to speak with the manager. He also brought us back napkins. Half of the restaurant's patrons cleared out. The third burger arrived. It was also raw. Our friend again went and spoke with the manager. He (the manager) was puzzled as he stood in the kitchen and waited for the burger to come up. He could not explain what had happened with the third burger. He profusely apolized to our entire table of six people who were on their last night of vacation in the Big Apple. He comped our meal and asked what we wanted. Our friend said he was done with burgers and wanted a cheescake with six forks and a bajama mama. The rest of us simply wanted our water glasses refilled. Our waiter finally appeared. We had no idea where Troop went as others served our food and no one checked on us. Again, we waited for water. What was the deal with water service that night? Again, the restaurant was half empty, and there appeared to be adequate servers. The cheesecake was adequate. The bajama mama was not even made from the right ingredients (my friend didn't even finish it) so we stood up and left--not satisfied with our experienced. I asked Troop what the deal was in a respectful and calm manner as my son is 24 and Troop seemed like a decent guy in the beginning. Troop appeared to respond well. I wanted him to see me as a person, not the color of my skin, which was different than his. I am a one-year breast cancer survivor who was visiting NYC for the first time for my survivorship anniversary with my husband and friends. I was assaulted in 2020 on a work trip. I am a survivor in more ways than one and have worked hard to battle back to living life to its fullest. I shared a brief 30,000-foot intro with Troop, caring to gently educate him to make him a better person. I left the conversation, thinking Troop understood. We parted on amicable terms or so I thought. On our way out of the restaurant, I ran into Troop one last time. He wouldn't meet my eyes--he didn't look like a sad puppy, just arrogant. We used the restrooms and proceeded to the gift store where my friend (the guy who was served three burgers, yet was leaving the Hard Rock Cafe with a starving, unfulfilled appetite) saw a guy and his girlfriend shoplifting items. My friend went to the clerk at the register and said, 10-finger rule and nodded his head in the appropriate direction. We left the Hard Rock Cafe New York Times Square and will not be back. We likely won't visit another Hard Rock Cafe ever again as I'm disgusted with the brand. This conclusion is iconic as my husband and I have enjoyed the franchise on Hawaii, Iceland, Chicago, Alaska, Florida, and various places in California. There are plenty of other restaurants who won't pilfer away our free time and money. Kudos to the manager. This experience was not HIS fault.