Whataburger — Restaurant in Dallas

I recently decided to place an online order for pickup from the Whataburger at Plano Road and Forest Lane, a location I hadn't visited in several years. I had been frequenting the Plano Road and Belt Line store, which opened a few years ago and is closer to me. Unfortunately, that store has been declining in quality—often getting orders wrong and serving burger patties that are a little too rare for my taste. As a Texan, I like my meat one of two ways: bloody or well-done to the point of being almost burnt. I'm one of the "burn-it" guys, and I know chefs hate that. So, I thought driving a little further to the Plano & Forest location might yield a better quality burger and maybe even a correct online order. No such luck—in fact, it was even worse.

Please, Whataburger, I beg you. You've expanded to other states with the claim of being a Texas company, which you are. But when you mess up, it feels like a personal embarrassment to me as a Texan. Here's a rundown of my complaints: the burger meat quality is subpar, and the patties aren't being cooked well enough—I'm not a fan of seeing red in processed ground meat, which could even pose a health hazard regardless of one's preference for meat doneness.

Additionally, it's nearly impossible to find an employee who doesn't seem exhausted and completely uninterested in providing a pleasant experience. The French fries are often served barely warm, sometimes even cold. Now, beating In-N-Out’s fries (which are infamous for being the worst among burger joints) shouldn't be hard, but it seems Whataburger is vying for that dubious honor.

I understand that mistakes happen—we all do—but when a business consistently fails to get it right, isn't it time to call them out? It's like the motto here is "We never get it right," which isn't something to strive for. Particularly at the Plano & Forest location, there's a noticeable disorganization and a concerning level of uncleanliness. It’s enough to make one worry about potential outbreaks of listeria, salmonella, or other bacteria. Have you ever been to an In-N-Out Burger? Sparkling clean should be their middle name. Has Whataburger given up on being that clean because it feels it could never compete?

Whataburger has always been my favorite burger place, but I just want it to get back to its roots and deliver the quality and consistency it's known for. You can do this, Whataburger—please step up your game.

To be clear, many of these issues are consistent at both the Plano & Forest and Plano & Belt Line locations, and they are under separate management. Opps, maybe something going on at a regional...

Usually get great service here but today I got unnecessary attitude out of the woman working the counter, Sarah or Saram, you need a lesson in customer service ma’am. I placed a take out order on the app, anyone who uses the app knows its gives you the option to either choose asap or a specific later pickup time, i chose asap because im about to go on my lunch break and work right down the street. Now before I begin, i never place an asap order expecting it to be ready when i come, i dont mind waiting if need be. Anyways i walk in and “sarah/saram” asks how can she help me. To which I respond, hi i am here to pick up a take out order…and before I can give her my name, she rolls her eyes at me and asks for my name. I tell her and shes heads back towards the kitchen where i guess they keep orders placed through the app. I can see she can’t find it but i can see my name on the kitchen order screen, so i know my order probably isnt finished. Shes asks for my name again and i tell her my name once more and point to the screen saying i dont think my order is ready yet. She goes to the screen, looks at it then looks back at me and says “the order you placed 3 min ago” and rolls her eyes at me again. I didnt say anything but now im thinking to myself 1. I know it was longer than 3 minutes, i work near by but not 3 mins next door. 2. I didnt know i was being timed 3. I never expected my food to be ready, i just get in line to let them know im there. 4. The asap app option literally said my order would be ready in 3-6 minutes. Now im trying really hard to not speak up about her attitude or asking for a refund. She hands me my cups to fill my drinks which ive never had to do before when ive placed take out orders in the past. I guess she had enough of me, whatever i was doing, cause another guy had to bring my food out. I thanked him and walked out, dont know what ruined her day but dont take it out on customers, they dont have to spend their money at your...

Bad drive-thru service and order in general. There were 2 lines for drive-thru customers to order but apparently only 1 of them is functional and there's no indicates that the other one isn't working. So I had to wait over 20 minutes to get our order and this is where things got from bad to worse. And wait there's more, since I ordered online it says that drive-thru online order won't start until 12am and it was 11:30pm at the time so I had no choice but to order for in-store pick up. But then when I got there the doors were close shut so that means I had to wait 15 minutes at the drive-thru in order let them know I'm there for my online order.

I don't speak good English so to make sure that I would get the order I want, I ordered ahead online with one is a mushroom swiss burger WHATAMEAL and a whatacatch sandwich-only with onion rings for side. Why I just wrote whatameal in all cap you might ask? It's because in a whatameal order there's suppose to have sides included, which i chose a medium fries, but there were no fries or onion rings when I finally got my order after all that waiting.

This problem can also occur at other locations such as the one near Plano and Beltline but atleast I don't have to wait too long for my order because they have a seperate line for those who order online. So that being said, I advice everyone who goes to Whataburger to always double check your order before you leave, you'll never know if they got your order...