Whataburger — Restaurant in Austin

Been great until now...Do not bother ordering online. I, as well as others, assume fast food will be made in a timely manner. Unfortunately not in this story.

We placed an online order at 9:23 am. The app said it would be ready between 9:30 - 9:35. I show up at 9:38. They had not even started it. Announce to the employees upfront while standing under the sign hanging from the ceiling that says online order pick-up. That I was indeed here to pickup an online order...

It took them another 15 mins to make 3 burgers ( 2 doubles on Texas and a single kids meal 1 vanilla shake ). I could see Online order sitting on the order screen in the kitchen, timestamp matching...and here begins the count down to wanting to shout "other people are real!" to the staff..

What really got under my skin. Is I heard the manager loud and clear say online order up. I'm the farthest away I have hearing damage, I heard it. People at the front didn't hear anything. Okay they are new or hyper focused, cool "stuff happens"..whatever.

I say excuse me ma'am I can see my orders up and point at the bag.

Her response? Oh okay one minute and proceeds to take another customers order.

I wait for them to finish taking that, as to not interrupt another patrons experience. Again...Very politely informed them that I heard the manager say my order is ready and I gesture at the bag... She says oh okay hold on makes an attempt to start taking the next in line.

I decide "nope" and inform them that "I had been waiting 30 mins" at this point. That I'd "place my order at 9:23 and that it was now 9:55 am." I Tell them "I'm am looking at my order right there and it's getting cold". And ask them "if they would like me to go walk in the kitchen to grab it". Thankfully that worked.

It's hard to tell via words. My default is polite and courteous. This very much was not okay.

And of course this is the first time the food their was garbage quality. Sloppy slammed together burgers that looked like they scraped the gunk out of a catch tray.

Yes, on this day, time constraints were an issue. We logically deduced that placing an order online should be faster than the drive-thru even.

Before this I have only ever used the drive through which has been great!

Will be sticking to drive through should the burger urge strike.

I really hope, they can address their time issues with online orders...

If I could give 0 stars I would. We went through the drive through and ordered our food. It was pretty busy, but that's understandable. However, it took 20 minutes to get to the second place in line. During that time we had a young gentleman come and take our cash from us and NEVER RETURN WITH OUR CHANGE. He then brought us our food BEFORE the gentleman in front of us. At that point we reminded him about the change and asked for our drinks when he told us we could go. He said he would be right back. 10 minutes later he still hadn't come back. In the meantime my roommate checked her order and found that it had cheese on it despite her not asking for cheese and the item not coming with cheese in the first place. They just straight up wasted product when it wasn't even supposed to be there in the first place. At this point the truck in front of us pulled forward just enough that we could get around so I went and parked. He still hadn't gotten his food yet either. I took the bag inside and explained the situation and asked for two drink cups so I could get the drinks myself while they remade the burger. They handed me the bag and said it was fixed. When I took it back to the car for my roommate to check, she found that instead of remaking the burger they decide to just scrape the cheese off instead. We were both livid and I went back inside once more. When I confronted the manager, a middle aged woman with graying hair, she told me they just switched the buns. I was shocked that they thought this was acceptable. I demanded they remake it which they did, but with an attitude. When we looked at the burger again, we realized they decided to only put 4 pickles on it, despite the receipt having XTRA PICKLES on it clearly. The whole staff works terribly with each other and the black girl on the grill as well as the manager have...

Update 9/26: I did not get a call back when I was told I would and ended up having to call again to check in, HOWEVER I work in fast food also so I get it. When I called I spoke with Jake C who runs this location. He was great! (And so was everyone else who helped me honestly) He already seemed to know about the issue and appropriately sided with his employees but did not call me liar. He looked into the issue for me and personally texted me the next day with proof of refund!! For some reason the first refund didn’t take, but that employee DID try to process it the first time I went in. All in all, since I’ve work in fast food for 10+ years, I’m a stickler for customer service and this location nailed it! Still 5 stars.(:

I ordered thru the drive thru on 9/14, with a coupon for a free patty melt meal. The cashier at the window did scan my coupon however it didn’t take and he charged my card the whole amount without the coupon. I went inside to talk to a manager about this issue and he assured me he canceled my transaction, then re-rang my meal and applied the coupon. At that point he charged me again for what I should have originally paid. After a few days both transactions went thru on my bank account. I filled out the webform for assistance and hadn’t heard back yet so I went again in person today 9/19. The manager (Charles maybe?) who helped me tonight was very nice and helpful. I still don’t have a refund yet but he did take my name and number and assured me he would look into this issue so I can get my refund. Typically I never have issues at this location, although it can be extremely busy often. I’m out $15 for now, but the kindness in helping me goes a long way, I’d still call it 5 stars for a one...