Whataburger — Restaurant in El Paso

EDIT: I ended up reaching out to Corporate and...surprise, surprise, they never followed up after their automatic email. Go figure. That is what happens when the brand was sold and bought by a corporate with no love for the brand.

All in all, can't recommend the branch.

The place is very well located and offers a quick break from shopping. But there are two major issues with this particular franchise, the food quality and the service.

This is the closest branch to me and:

1. They always get the order wrong. Either no pickles, no mayo, or whatever we ordered, and on one occasion getting a flipping burger with no meat....NO MEAT!! What gives?? Been here three times and the three times there was something wrong with my order. First two I gave them the benefit of the doubt but the third time was the last.

When we went to complain, the team leader ended up escalating the issue. She would surely benefit from deeper Customer Satisfaction training and De-escalation training. The team leader was sorely lacking conflict resolution skills and ended up escalating the situation instead by making inflammatory remarks. Not only that, but she really didn't want to deal with the situation, preferring to send other staff to deal with the situation. What a severe lack of professionalism. What's worse, the place was virtually empty and it still took them about 20 minutes for two combos. On the last trip we ordered through the app so we could pick it up as soon as we got there and yet it still took them 30 minutes AFTER we got there, all on all close to an hour.

The silliest thing is they asked us to bring the full order to confirm that we didn't get the complete order. I get where they're coming from but there's a couple of issues with that, we had already gotten home by the time we saw we got the wrong order and the drive isn't close enough that it was convenient for us. We just gave all the food to the kids so they could eat while we drove back. So heading back home and taking the half-eaten food wasn't the best suggestion. And the other problem is, if we didn't receive food, how could we prove that we didn't get it if half the food was already eaten. We tried to explain this but the team leader kept escalating the problem. We could have brought back just one burger and told them they missed the other 7 combos just out of spite.

2. Food quality has drastically decreased and now tastes very bland, particularly the meat. The meat stakes now crumble easily and you're left picking it up with your fingers towards the end. I realize this might be more of a corporate decision not made at a local level, but I haven't been to other branches to corroborate.

The atmosphere is...well, just what you'd expect from a...

The humiliation!! I ordered $42 worth of food at this location and once I got home I realized that my entire order was wrong. I called and spoke to the manager named Yuri and explained what happened. She apologized and asked me to come by this location again, so that they would redo my order and make things right. It was late at night so I told her I would have to go another day. She agreed and assured me that it was fine. Little did I know that they would humiliate me the minute I went to get my order. I spoke to another female manager who I believe said her name is Marlene. She made me explain the situation all over again and then questioned whether that would be true. After the interrogation she had me park up front and left me waiting there until 7 vehicles later. I left in tears because I felt so humiliated when they should be the ones ashamed with their poor service.. I would give them 0 stars but they do not have that as an option for their awful people skills and...

I'm absolutely annoyed right now. I understand times get busy and you're busting to get food out for the customers so you might forget things. But there nothing more annoying than getting your food completely wrong. I ordered a double patty burger WITH cheese. LARGE. WHAT DO I GET?!? SINGLE patty burger NO CHEESE and my order wasn't large it was medium. Did I forget to mention I was missing an order of Onion rings? Absolute dog water of a restaurant. I wish I could say it's just this chain but the location in Anthony and on doniphan and thorn are just like this. I swear I'm done ordering at Whataburger. Please add an In-N-Out in El Paso already. At least THEY never incorrect my order when I...