Whataburger — Restaurant in Elgin

Me & my wife arrived around 9:30pm today and went through the drive thru to order our food . As we pulled up to pay, there was a line, so we had to wait. We sat in line for a good 15 minutes when we noticed the employees putting bags of food at the pick-up window from multiple customers getting all cold. When I arrived to get my food at the window, I noticed my drinks all watery with melted ice & drinks tasted all watery. Asked them if they could remake my food & drinks bc they had been sitting there for 10 mins & would wait, but they still tried to deny it bc they were too busy for the night. I asked for my money back but then the manager who I was speaking to who I did not get his name said he'd remake our food & make it first priority to come out fresh if we waiting a couple minutes. I decided to go inside the restaurant & wait for my food. Within a minute an employee walks up to me & tries to hand me my drinks without my food being ready & told her that the manager I spoke to would give me my food & drinks together instead of having the drinks served getting watery & ice all melted. The young lady then proceeded to give me attitude & asked that the drinks would be put in the fridge for me while I waited for my food & told her that I wanted my drinks remade again when my food comes out. She walks out to the back & proceeds to tell everybody else the situation that was happening & all the female employees started to talk bad about what I requested. They then handed me my food & cups so that we could serve ourselves & checked to make sure my food was correct. The kids' meal I ordered was made incorrectly & told them I asked for a plain & dry hamburger, but instead, it came with mustard. Another older lady Manager called Christina came up to me & tried to be funny saying that we weren't specific with how plain & dry I wanted my daughters burger when I specifically explained to the drive thru worker I wanted a plain meat & buns on my kids burger. She remade me the burger & mentioned that if we still weren't satisfied with the food & the situation with her employees being unprofessional talking back to customers " me & my wife " to come back on Monday to speak to on duty GM Wesley. As we got home, all of our food was cold , especially the fries. My daughter didn't even eat her food bc it was cold , we tried to heat up the food for her, hoping she'd eat it but just left it alone. Believe me, I will be back Monday to speak to Wesley about this issue that happened tonight, 2-28-25 & ask for...

No wonder this place has such horrible reviews. Guess we are part of that klan now. Checking out (which she was extremely nice) she needed help to learn how to pay with the app. The manager girl (don’t know her name) came out & was obviously having a conversation on her head mic while trying to assist & kept saying shut up (name of whoever she was talking too) & just not paying much attention to the cashier or us..it was very rude.

My wife’s burger was wrong. Ordered it plain and dry with lettuce only. It came with mustard. Not a biggie, typically. I took it up and the guy that came out walked up and said, whats wrong, but very cold and not caring if that makes sense. I explained that the burger was wrong and told him what it was. He rolled his eyes, acted like he didn’t care or that I was bothering him or their party time, turned & walked away yelling out what he needed. He was wearing the same shirt as her, so I assume some sort of manager as well. Very stand offish & rude.

The manager girl that brought it out (same as cashier incident) had a bad attitude saying that we ordered it wrong & that’s why it was wrong, when we clearly didn’t according to the receipt AND the markings on top of the package. She didn't care, it was our fault & she made that point very clear.

Thru our meal, all they seem to care about was hooping & hollering in the back like they were having a party. Most all employees manners, attitude & overall atmosphere in the restaurant has gone down hill but tonight was horrible in so many ways. I clearly understand now why this place has such bad reviews online and everywhere else you can see... The cashier did check on us later to make sure we were good...she seems very nice. I hope she doesn't let the bad influences there, destroy her or that she finds a better...

Today was our fourth time coming to this location, each time the drive thru took more than half an hour to get our food, even when the line wasn't long. It's fully staffed, but no one seems to have any sense of urgency and they seem more content fooling around than doing their jobs. This time I decided to treat my family to breakfast and was met with the worst in customer service. They forgot a whole meal and drink from my order, and then when I told them about it, I got laughter and attitude from the staff. Left and felt the need to reach out to management about my experience and when I told him that I would not be coming back to his location due to the way I was treated, his response was that there was no point in me calling if I wasn't planning to come back. Then Luis decided that it was a good idea to simply hang up on me when I was in the middle of talking. Wow! Can't imagine Luis is going to be getting a lot of repeat customers at his location. I hope that you don't plan to be in management for long Luis. Then we got all the way to our destination to find that they didn't put utensils in the bags. Because why would one need a fork for biscuits and gravy or a breakfast platter? There is nothing redeeming about this location. Terrible customer service, slow wait times for no reason, orders are always wrong and they seem to revel in their incompetence....