ComplaintsforWhataburger

Name: Whataburger
Address: 300 Concord Plaza Dr, San Antonio, TX, 78216-6903, USA
Telephone: (210) 476-6000

Restaurants

HeadquartersMulti Location Business

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Initial Complaint
03/07/2022
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On 2.23.22 I placed an order via *********** mobile app and paid for it through the app.When i picked up the order, i noticed the french fries were burnt and cold. I gave the cashier the fries and she apologized and gave me 2 "new" fries. I looked at those and they were burndt again. So she brings me a 3rd set of fries. Those were burnt and they had mixed new fries with the old fries. i asked for the manager. The manager, *****, came and told me I "get what i get." at that point i gave them all the food and asked for my money back. The manager said that i could not get a refund because i ordered and paid through the app.Thus, I called corporate and filed a complaint requesting my money be refunded as I paid for a produce I did not receive. they issued CRM ********* that stated they would review my claim and get back to me in 3-5 business days. On 3/3/22, 6 business days later, I called corporate and asked for a status update on my CRM *********. They were very unconcerning and unapologetic and said they would send an email the the ********************* noting that I had called for an update, which they could NOT give me.As of 3/4/22, i have not heard back from Whataburger nor received a refund for the items i did not receive.I want this claim to be notated on their permanent BBB report and I am requesting a refund of my money for the 6th time.
Initial Complaint
03/02/2022
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
Made an online order for pickup when I got there I rexieved food and four drinks asked the employee for cup holder. She walked away complaining to another employee she was sick of the night rush and was ready to go home she did not return to counter to bring holder when she came back i asked wheres holder she said she forgot so I grab my bag and drinks under my arm and had to use my foot to open door which other customers started laughing I wasted drinks in my seat on way home....I got home and kids showed me the onion rings were burned and burgers were room temp cool not warm I immediately call back to mgr and explained everything she said I could not bring food back for covid reasons and since i ordered thru app i have to contact customer care line.I immediately called them and explained she said she would put in request for refund and someone from corp will call me well this was October 2021 and still i call and only thing they say is wait for a call and refund it March 2022 and noone has refunded me my $40 nor return my call
Initial Complaint
02/24/2022
Complaint Type:
Sales and Advertising Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Whataburger had an in app challenge saying to complete 2 orders between 1/15/22-1/22/22 and they would reward an item to the customer. Ive completed this challenge, paid the money for the meals, contacted whataburger 3-4 times and continually been told by customer care services that they will contact technical support. They had said Id be contacted in 3-5 days, then 1 week, now its been 1 month and nothing. I think this is challenge is a scam to get their customers to purchase more orders, for them to not fulfill their end. Ive contacted via social media, and no response. Id like my earned reward, Id like an apology via phone call or email, Id also like to be compensated for my time with continually contacting them and wasting time for the same verbalized promises to no avail.
Business response
02/25/2022
please direct the customer to email me directly and include a contact phone number and I will work with them to address the isseue
Customer response
02/25/2022
Complaint: 16804028

I am rejecting this response because: I do not have the persons name or e-mail to reach out to them to resolve this issue. Please disclose e-mail and contact that Whataburger wants me to contact via BBB message response, and I will accept response.

Regards,

***********************
Initial Complaint
02/24/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 25, 2022, I placed an order on the app for 2 Whataburger Jr and a small fry. I waited until the time it said it would be ready before I arrived. I parked in the designated spot and checked in on the app for my food to be delivered curbside. I sat there for 7 minutes before I went in. I could see a manager mopping the floor the whole time I sat there. I decided to go in where I saw my name on the screen and 7 1/2 minutes in red. My order was ready and sitting the entire time. My burger was nasty and I could hear the manager talk about me and she was very rude. Ive called Whataburger twice about getting my money back with no response. I would like a refund.
Business response
02/25/2022
If the customer wants a refund please ask the customer to email me directly and provide a phone number. I will call them and work to make sure they get the refund.. The store is unable to process a discount for a purchase done through the mobile app.

Customer response
02/25/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please send their email address so I can respond to them directly.

Regards,

*********************
Initial Complaint
02/22/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
THE LOCATION IS: ***********************************************************. # ***. On Saturday morning, February 19th at around 8.45AM, I stopped by WHATABURGER in ********, ** to get some breakfast. This location charged me twice the amount I suppose to pay. Talked to a store Manager name **** the next day (Sunday) after realizing that Ive been charged twice. The store is not willing to refund you the money whatsoever!!! The Manager told me to come back the next day after my transaction was posted instead of pending on my bank account. Today, February 21st, I made another attempt to get a refund for the mistake they made. Another female Manager did not know what to do. Second trip, another big fiasco. Incompetence, careless, none of the management could care less. The amount in question is $9.40 cent. The store cannot give you a refund according to Management. Not only I will dispute the charges with my bank, but consumers needs to know how this particular location of WHATABURGER is conducting business. First they scammed you, then even after evidence, they are not willing to resolve the situation. Not even I am so sorry! I wasted two trips to this location, and still didnt resolve anything. This location is beyond awful!!
Business response
02/22/2022
Send documentation of the duplicate charge and I will work with the customer to resolve it.
Initial Complaint
02/07/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, I bought a breakfast meal at Whataburger (850 ************ ******, ** *****) for $5.29 on 08/29/21 at 8:58 am. I was there about 15 minutes when I had to leave because I needed to take my niece to hospital she was having a baby. I came back to Whataburger and it was lunch time. I thought my food would have been left in a bag when I came back. It wasnt , so I asked the manager ****** can I get a breakfast meal the next day? Or I can pay the difference for a ***** melt. He asked for a receipt. I showed him my receipt on the phone that I used my cash app card. ***** said, he needs Whataburger receipt. I told him the employee ***** kept the receipt. ***** told him that I paid for my food and I didnt want a receipt because I go by my card receipt. I was told that I cant get no food unless I have a Whataburger receipt. I have called customer service at ********************** about 20 times and they told me that they were sending me coupons and a refund. I havent got it yet and it is going on six months. They are giving me a run around. I dont have a job and you keep my $5.29 with all the money Whataburger are making. I think the manager is racist, he kept saying the black girl dont have a receipt. He dont trust his own employee because he is black too. I know $5.29 is no money, but it is to me when I dont have a job and I didnt get my food. I am so kissed because they have been lying to me. It doesnt take six months to get a refund and a coupon. This is pitiful!
Business response
02/07/2022
send phone number attached to the mobile app

u the alternative send name of customer and complete address and phone number where IO can reach them.
Initial Complaint
01/31/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order on the Whataburger app today (order # ******** / $29.71) and it was supposed to be delivered from the restaurant located at *********************************************************************. I never received the order. Instead, I got a text saying that the order was left at the front office because he couldn't find the apartment. I contacted the manager from the apartment complex and she said they don't accept any type of orders at the office and no one went anyways. I texted the driver with this information asking where my order was, and he never answered. I called Whataburger and the manager said there was nothing they could do about this because they don't interact with the delivery company at all. I contacted the delivery company, Favor, and they said nothing they can do because the order was placed through the Whataburger app. This is the second time (dumb me) this happens, but this time I refuse to lose my money. On the last delivery order I lost close to *****. I need help from the BBB to recuperate my money. I have cameras that prove the order was never delivered and the manager from the apartment complex as witness. Thanks for your help.
Business response
01/31/2022
Whataburger ******* the order from the customer via its mobile app It prepares the order for the customer to eat in the dining room, pick up in dining room, pick up in drive through window, or curbside delivery. If the customer chooses delivery the app directs him to vendors who have requested to deliver our product. The arrangement is between the customer and the delivery company and its drivers.

We do not profit in anyway from the delivery charge that is a business transaction between the delivery company and the ordering customer. Issues with delivery or non-delivery should be addressed with the delivery company. We cannot provide a refund for a product that was oder, prepared and delivery to the customer's designee.

Thank you,

Art
Customer response
01/31/2022
Complaint: ********

I am rejecting this response because:

This information is not accurate. As you can see per the images provided, the order was placed through the Whataburger app. No where in the app is says that the order will be delivered by a third party company or the app takes you to a third party company. If the app would take you to a third party company, they would have the information for the order, and they don't, I already spoke to them. They don't have any information on the order because it was placed through the Whataburger app. I never received my food, and yet, I have a charge for this order from Whataburger on my debit card, and no one is responsible, and for the second time, Whataburger is the one keeping my money.
Regards,

***************************

Business response
02/08/2022
I can only respond if I am provided with the phone number associated with the app. As well as approximate date.
if I do not get the information I requested I will not respond further
Customer response
02/08/2022
Complaint: ********

I am rejecting this response because:
Of the unprofessionalism of the representative from Whataburger who is handling the case. I do not wish to continue engaging with this individual anymore. I just hope the BBB can share my story so others can see what I went through and how this agent handled it. Thanks to the BBB for their help.

Regards,

***************************
Initial Complaint
01/26/2022
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I went to whataburger on or around November 14th 2021 and had ordered on the app. Went to the drive through was told to pull foward and they would bring out food out shortly ************************************************************************************ a min. I said I didnt want food that had Been sitting for 30 mins and asked for them to remake it they said they didnt have the employees to remake it because they were to busy. I waited another 30mins then tried to order at the window and was told I would again have to pay 54.73$ if I wanted fresh food. When they finally brought the original order out they said it was fresh I went back to my hotel to find soggy burgers and cold food and melted shakes. I have attempted multiple times to be refunded and they tell me its been processed but have yet to actually refund me.
Business response
01/27/2022
On Wed, 26 Jan at 7:25 PM , *********, Art <*******************> wrote:
Please inform the complainant we have our own customer care number. Please ask them to call **************

Customer response
01/29/2022
Complaint: 16678581

I am rejecting this response because: I have called multiple times with no help.

Regards,

*************************
Business response
02/02/2022
On Mon, 31 Jan at 10:14 AM , *********, Art <*******************> wrote:
Please refer this individual to Whataburger to the WHATABURGER help line 1-800-6- BURGER

Customer response
02/06/2022
Complaint: 16678581

I am rejecting this response because: they havent helped me the 100 times Ive called them

Regards,

*************************
Initial Complaint
01/21/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
2 major compaints. I have been waiting on a refund since November 5th, 2021. I have filed it time and time again, called their customer care team, it has been escalated well over 25 times and I have still yet to receive almost any communication from them. Their policy clearly outlined on their website states that I should have my refund within **** days however it has been well over 2 months now and they have not even reached out to me about it. With the refund only being for $7.10 I wouldn't normally care but I am tired of receiving compensated meals from Whataburger. They get your order wrong more often than they get it right which brings me to my next major compaint. They get orders wrong so often that it can cause major health issues. I'm a diabetic and the order before the one in question almost sent me to the hospital due to their direct negligence. I had ordered a diet **************** and the lid on the drink was marked diet but I came to realize far too late that it was a regular soda mismarked as a diet. My sugar level shot to a dangerous level because I didn't know the correct amount of insulin to take and I got sick. Regardless of if I get my refund or not Whataburger has become a restaraunt where you take your life into your hands when you eat there.
Business response
02/01/2022
your refund is being processed.
Customer response
02/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************************
Initial Complaint
01/10/2022
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I used their app to pick up some food but the app sent my order to wrong location after I already paid $21.79. I was informed by the manager at the location I was at that I can get a refund but they can't transfer the order. So I was force to pay for the order again at that location to receive my food. So I did. On 12/18/2021 I requested a refund from the Whataburger hotline they told me I would be receiving an email in 3-5 business days. I never received it. I've called multiple times and each times I get told different things about why it's taking so long. But nothing has moved. No communication. No refund. No new information and it's headed into a month. I just want a simple $21.79 refund. It shouldn't be this hard.
Business response
02/04/2022
The app linelydid not malfunction userlimely did it updates it to desired location. The restaurant c
Cannot refund orders from the app. Those are done out of corporate. Pleas
call1-800-6-BURGER.
Customer response
02/07/2022
Complaint: ********

I am rejecting this response because:I didn't make any mistakes when ordering my food. I've called that number so many times and still haven't gotten my refund.

Regards,

*****************************

Business response
02/08/2022
Without the information I requested I cannot respond any further.
Customer response
02/08/2022
Complaint: ********

I am rejecting this response because: I've respond to their request for order number and email used on Fed. 5th, 2022 as you see in the screenshot attached. They haven't responded yet.

Regards,

*****************************

Customer response
02/10/2022
Complaint: 16445366

I am rejecting this response because:
From the CONSUMER:
Sent 2/8/2022 4:51:18 PM
Complaint: 16445366

I am rejecting this response because: I've respond to their request for order number and email used on Fed. 5th, 2022 as you see in the screenshot attached. They haven't responded yet.

Regards,

****** Franklin
Business response
02/11/2022
I cannot open the screen shot. I have not received anything from this customer.
Again the app does not choose the location the customer does.
is I do not get the information I requested I will close my file and take no further action.
If she provides a phone number to call. I will speak to the customer directly.
Customer response
02/11/2022
Complaint: ********

I am rejecting this response because: I've responded to their email with my information and still haven't received any communication back from them. They can call me at ************

Regards,

*****************************

Customer response
02/24/2022
Date Sent: 2/11/2022 8:59:52 AM
Complaint: 16445366

I am rejecting this response because: I've responded to their email with my information and still haven't received any communication back from them. They can call me at ************

Regards,

*****************************

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