Whataburger — Restaurant in Boerne

Review for Whataburger in Boerne, TX:

My recent experience at Whataburger in Boerne, TX left me disappointed once again. While the food itself is consistently good and reasonably priced, the drive-thru experience is consistently terrible. This seems to be a recurring issue at Whataburger locations, and I've encountered the same problems at this particular restaurant multiple times.

Upon arriving at the drive-thru, I placed my order and mentioned that I had a coupon. Whataburger often sends out coupons in the mail, and this month there were two coupons side by side. Unfortunately, there's always confusion with their coupons, and I suspect this confusion is intentional to lure customers into the restaurant.

One coupon required a drink purchase or any size fries purchase to qualify for a free chicken sandwich, while the other coupon required the purchase of a meal deal number 1-7 to get the free chicken sandwich. I clearly stated to the employee taking my order that I wanted a large fry and the free chicken sandwich as specified in coupon 1. However, he insisted that the coupon said I had to purchase a drink and fries to qualify. I double-checked the coupon, and the wording clearly stated "drink or fries," but he insisted it was an "&" symbol. Based on my extensive experience in the marketing industry, working for companies like Nike, Victoria Secret, Express, and Cole Haan, I can confidently say that the font on the coupon clearly had the letters "or."

Eventually, he agreed to honor the coupon after mentioning a "manager override" for a medium fry and free chicken sandwich. However, when we reached the cashier, it turned out that the order employee had failed to update the cashier about the "manager override." So, we had to go through the same ordeal again, explaining the situation to the cashier.

Finally, we were able to purchase any size fries and get a free chicken sandwich. However, when we got home, hungry and frustrated from the long wait, we discovered that the free chicken sandwich was missing from our bag. Instead, we had inadvertently purchased the order for the car behind us, which was meant for a family of five.

I share this experience in the hopes that not only the District Manager, but also the President of Whataburger, will read it. This kind of poor service seems to be prevalent in Whataburger's drive-thrus across many cities, which suggests a systemic issue. When you consistently encounter this kind of service, it indicates that rushing customers through the drive-thru and employees disagreeing with customer requests is part of the company's culture. It appears to be the President's 555t5tt expectation to focus more on customers dining inside and to prioritize speed over customer satisfaction in the drive-thru.

A successful company should be consistent in all areas, not just in the quality of its food. Providing excellent customer service should be a priority. If you have plenty of time on your hands, are prepared for poor service, and have a mindset that your food order will likely be incomplete when you get home, then Whataburger might be suitable for you. However, I would suggest trying other establishments where you can expect better service.

Overall rating: Disappointing drive-thru experience, inconsistent service, and missing items in the order. Good food quality and pricing, but customer service needs...

You know it's not even 8:30 in the morning and this floor in this restaurant is greasy as can be. I also overheard the manager John quasi threaten a employee for doing their job for helping a customer. A Customer walks up, old man to the front counter nobody's there He waits and waits and then finally an employee who's walking in for their shift attempts to help him only to be told that they can lose their job for doing so. I asked John if I heard him correctly he said yes I said well I believe that to be a inproper way to handle that. you should look at the bigger picture of why this employee is having to help a customer when they're walking in for their shift? where are the other employees? You know the one standing around, you know the five or six of them right now. But no John wants to debate with me and tell me that he's correct and that he can tell his employee she can be fired for helping a customer and I told him that is incorrect and you shouldn't treat people that way especially when they're trying to do their job. That's kind of splitting hairs. We want as management our employees to do their job well and when they do their job well we shouldn't be chastising them for doing that job whether they're on the clock or not. your job as a manager is to update the information in the system to reflect the time they were working. John needs to go back and learn some personal skills on how to address customers and how to work with his employees in a better fashion. And John also needs to learn to look around the restaurant plenty of things to get your employees to do then threaten them for working...

Quite possibly the worst restaurant in the chain. Ordered through the app arrived and was given the drink from the order. I was told "they are working on your food now." This is the same thing I was told for the next 20 minutes. Other customers came in and ordered at the counter, received their food, ate and left. At 25 minutes I gave up because I had to go. I asked for a refund for food I still had not received and was told again they were working on it. The manager came over and said he couldn't give me a refund because it was paid for through the app. He first tried to claim it was my fault because I hadn't checked in when I got to the restaurant, seriously, then how did I get my drink? When he didn't ask me my for my name and contact info I knew getting a refund was going to be an ordeal. I provided my name and number even though he didn't ask. Three calls and an email to customer care and I am still waiting for my refund. Unfortunately this poor service is typical for this location. Trash cans overflowing, filthy floors and the inability to provide accurate orders are also commonplace at this location. There are a couple of employees working at this location that actually seem to care but you would be better off skipping this location or eat elsewhere...