Whataburger — Restaurant in El Paso

You know what's the worst part of everything? I grew up on this Whataburger. I recently moved back to El Paso and was so excited to have Whataburger again.

The first thing I ordered was a Whataburger no onions. I got a chicken sandwich and when I brought it up to them, I was told they heard chicken bbq sandwich and were out of patties and it would take 20 minutes to fix it.

Next time, I went... I ordered the sandwich in a bun for breakfast. By the time I got home, I discovered it was an egg burrito.

Third time I went, I ordered the Cobb salad and asked for extra dressing. I stood there and waited about 10 minutes for it, they threw something in my bag and I left... Come to find out they gave me ketchup.

The most recent time, I ordered my breakfast and the lady to begin with was kind of rude. I asked her for clarification that I was ordering the right thing (not a burrito -- I don't mind burritos) so it would be correct. She sharply said yes, which made me kind of stutter. When I got my receipt, she told me about the survey and said "Free Whataburger" not specifying that it was for the burger only.

Granted, I assumed otherwise and thought it was for the receipted item. The next morning, I stop by and wait a good little while for anyone to talk to me. They had a lot of orders and I was fine with that. When they opened the window, the same woman from the day before and another man chatted amongst each other that the survey was for the burger. I waited for someone to tell me that, (I only heard the man say "just give it to her") but they took my receipt with the code on it and closed the window... and disappeared for another few minutes. By this point, I was not in the best of mood.

When they opened the window again, the same woman from the day before finally told me the survey was for the burger. I tried to explain that that's fine but I didn't have money for anything else in the morning so she knew I wouldn't be able to pay for the food so to cancel it. She again said the survey was for the burger and I repeated myself. She shrugged and I grabbed the receipt and left.

Was there a miscommunication? Yes, and I fully accept that I played a part in it. It was just a cherry on top of what I've dealt with here. I don't even want the free burger. I never want to go back to this location.

I've read several reviews and it seems like this woman is a manager who many people have called out. This is the closest one to my work, but I'm now willing to go out of my way to a different one just to avoid these people. It seems like some of the other staff is great and there is a man who I think is a lead who is super nice. All that said, it doesn't change the overall issues. I hope this place pulls itself...

5/14/24 I recently started using the app to preorder our food. The problem with the half-full fries and the stingy doling of the ketchup is solved. We tell them exactly how many of red/black ketchup’s we want and 3 times in a row, received exactly what we wanted. Yay!! The young lady that waited on us was outstanding! Her name was not on the receipt. The receipt number is 8028260. I hope management will take the time to show her appreciation for an excellent customer service event today. Our order was perfect and she deserves to be recognized. One more screw up and we were taking our business elsewhere. Thank you for dinner.

10/29/2023 Still love this restaurant location. We asked for lots of ketchup to go with our large fries and received 4, 2 hot, 2 regular. Come on! Surely there is room for ketchup when directly asked for extra ketchup on a $23 order. Let's NOT be stingy on the condiments!! Red Lobster lost our business by acting like tartar sauce is made out of gold. Price per person is now more than $10 per person too. I recommend their fries just as long as you can get extra ketchup!

My favorite fast food restaurant ever. You will pay approximately $8 to $10 per person which is comparable to eating at Chili's or the Riviera.

4/21/21 UPDATE: a wonderful young lady took my order. Because they were out of regular biscuits, she had no choice but to let me know jalapeno biscuits will be substituted. She mispronounced it. Jal-a-pee-no. I burst out laughing and could not stop!!! I think I might have embarrassed her; I could hear her on the speaker as I pulled forward grimacing over her mispronunciation. I asked for her at the window and she was working at another station so I was unable to speak to her. Had I had an opportunity to talk to her this is what I would have said:

You absolutely did nothing wrong No one is born knowing how to pronounce every word known to mankind This just happened to be your first exposure to pronouncing a word that you will use and see very often. hal-a-pain-nyo No harm no fowl no worries I enjoyed the laughter so much, my stomach hurt and I almost cried. Today, 4/22, I can still remember this as if it just happened. If I offended you in any way, I sincerely apologize. And, I also want to thank you for a laugh that I needed! YESTERDAY turned out to be a wonderful day thanks to you! 😎😲😀😅😂🤣⭐🌟 HOPING THIS WONDERFUL YOUNG WOMAN FIGURES OUT OF WHOM I AM SPEAKING AT THE WHAT-A-BURGER ON SUNLAND PARK DRIVE ACROSS FROM THE OLD K-MART MANAGEMENT: TAKE NOTE, YOU HAVE A STAR...

This has got to be the WORST Whataburger in El Paso, if not in Texas. The service is horrible, the food products they put out are substandard, and apparently the leadership team doesn’t care about correcting any issues. This is not the first time that I’ve come by to get a meal and the order is completely incorrect, missing something, the burgers and fries are cold, the sodas are just carbon water, and/or the burgers are completely disgusting. I’ve attempted to contact the leadership team and it’s apparent that they aren’t trained on fixing any issues and on customer service. Even after complaining and posting horrible reviews, not once have I heard from their leadership team or their Managing Partner, Gilbert Tapia, Jr. I would assume that as a leader he would take the lead in making sure that the operation is running appropriately and that the standard set by Whataburger, the Corporation, would be important to him. I really believe it starts as the top and it’s apparent that his leadership team at the restaurant aren’t being trained appropriately. Once again, I will contact their corporate office and ensure that they are aware of the substandard food and service and the lack of response from both their Managing Partner and his leadership team. I am certain that Whataburger has a standard that every restaurant should follow and this one in failing miserably. I wouldn’t recommend this restaurant to anyone. If they had zero stars ⭐️, I would have chosen that. This restaurant is NOT worth the time, not worth the money and definitely not worthy of the...