Whataburger — Restaurant in Austin

I have been to this location a grand total of 5 times. The drive-through is great. Fast service, hot food, and even if the person taking my order isn't always the friendliest, I've never had them be rude either. Now that being said of my five trips, two of them I ordered on the app and waited curbside. The first experience on the app I could understand. Peak lunch rush on a Thursday they were busy. The order took a few extra minutes and right when I was wondering if I should go in or call them, they brought it out. Tonight though (6/5/23), it was no reason I could tell. I parked my car, selected my number and started my wait. About 15 minutes in, I look in the rear view mirror to see about 5 employees chatting having a good time near the bathrooms. At this point my order should have been ready 4-5 mins prior. I thought "no big deal, the drive-through is moving still and it shouldn't be too long.". I couldn't have been more wrong. Another 5 mins and I decide I'm gonna go check on it. Their lobby is closed so I headed back to car. 5 more mins, for a total of 20 after my order should be ready, and the same 5 employees are still by the bathroom without any sight of my order. I decided I was going to call them. It rings for a short time and a young lady, who I now know was the manager, answered. I inquired about the order status and while I wasn't jovial I wasn't rude either. She informed me she would check on it. Within 3 minutes after that short call she brought my order herself. The patty melt was fresh off the grill and fries right out of the fryer. The whole time I waited, the drive through was going and the employees by the bathroom were chatting. Granted they could have been done with their shift but waiting 30 minutes for an order curbside when it should have taken 5-7 is a little excessive. If your going to offer curbside pickup, respond to the order. Don't make them a last priority to the point they have to come and ask for their food or call and hope someone picks up so they can get it.

If you go to this location just go through the drive-through or go inside. It seems if your not right in front of them then they really don't care how...

Here, the customer service is terrible! According to Aretha, who is presumably a shift leader or team lead, my kid ordered dine-in for a "just a burger." Her attitude is disgusting, and she shouldn't be representing Whataburger. I knew the time was longer than expected, so I went in to see how he was doing after about fifteen minutes. The Mexican man behind the front counter, Erik, was having trouble taking orders as she was standing over his shoulder rather than helping him move the line forward. Instead of giving my son a receipt or his change, the man let him sit and think while he waited for his food with other people. He had been waiting a long time, so I went up to the counter and asked, "What was the holdup for his order?" She gave me a sour look and said, "If you can see we are very busy so you'll just have to wait." This was not the appropriate response to give a customer who had made it clear that their wait time had already exceeded an average customer satisfaction timeframe. When I asked her how much longer it would take, she laughed and said, "all this behind a.75 cent burger." Then I said, "Of course! We paid for our food like any paying customer, whether it was $.75 or $13! We didn't simply order "a burger." She would have recognized that if she hadn't run off at the mouth and asked probing questions to find out the order number or name. She felt like a Barbie girl because of all the pink eye shadow and cosmetics, but in the real world, you help your teammate when they need it, not just stand there and make snide comments in front of people! Erik stated the bag had been there waiting, so he understood what sequence I was talking about when he brought it over to me. Waiting why? When the food was brought to you, did you not bother to call out the customer's name? That's how it works, isn't it? Please train your leaders to provide better customer service...

There is absolutely no way this Whataburger is making money. It must being subsidized by the airport or something because anywhere else and this place would either have new management and staff or be closed. Not one review have I read about this place ever where a person went through the drive through and had anything but nightmarishly slow and incorrect and Uncourteous service! In a year I’ve gone here about 7 times and I’ve never ordered anything but an egg biscuit and a coke here. I’ve had to repeat this 2 to 5 times and each time again at the window and without fail they say ok you had the egg and cheese biscuit without the cheese! And I’m like yes an egg biscuit and 6 out of 7 times I’ve gotten cheese on my egg biscuit and or an assortment of other incorrect items and I’ve only had to wait 30 to 60 mins to get it. Again this place is not a typical Whataburger not even close and it’s because it’s subsidized and or the regional and upper management of Whataburger for some reason either want it to fail (yea there can be reasons especially with it being on airport property) or they literally do not care or there is some other reason. I would love to be able to come this Whataburger it’s on my way to work everyday but I can drive to any other Whataburger in austin and be at work before this one takes my $.I now go here to get a good laugh and watch the people ahead of me explode lol because I know something is up with this Whataburger. Hopefully there is at least a contract term with the airport authority or someone that will expire and if so watch this place begin to shine or fade away! I am a Whataburger fan but this is nothing but a comedy routine. If nothing else Austin Airport Whataburger thanks for the laughs and I work with hundreds of folks near there and anytime I mention this place we all laugh and try to claim the worst...