Whataburger — Restaurant in Florence

As an Arizona native, seeing a Whataburger going up was a wonderful sight. We've gone to this location a couple of times and the food has been good. In fact, if this review was about the food only, it would be rated a lot higher. The food was good but this trip was not a good dining experience. It started when my family walked through the door. The staff must have thought we are Muslim which is a common mistake made when we are out. We are a family of 6 so our orders must be considered large or excessive because people really seem to feel as though they don't care to fill our orders or that they are doing us a favor by doing their jobs. That is why the staff is there and make paychecks, correct? My wife ordered and just like clockwork, sandwiches came out wrong. What is it about "Certain" people in this town asking for grilled onions that seems to tailspin restaurant cooks? Every other person in the store seemed as though they could have what they wanted on the burgers that they paid for, but making our food seemed to be a chore. When the burgers came out wrong, my wife was asked if she wanted it re-made. It was ordered with gilled onions, lettuce, tomato, mayo, katchup and pickle. It came out with 2 patties, a mess of ketchup and the buns. Yes, we want that remade. The remade burger, wrong again. Then the manager, obviously bothered by my wife's requests, just offered to give back the $97+ we spent on dinner instead of getting it right and making a profit for the business. We didn't want the money back. We wanted our dinner made correctly, without the attitude or the worry that the food was tampered with. The manager never came up to speak with my wife and no one offered an apology for the treatment or the fact that it took 43 minutes to get food that was close to what we ordered. Come on folks. It's burgers and fries. We are not from Florence or Alabama for that matter and it shows. That's no reason to get all tribal over a sack of hamburgers. How do people who are fine destroying an order get mad when they are expected to fix what they destroy? How does that work? This was definitely not the Whataburger experience from out West. We are fans of the chain, so I hope this was just an off night, but the service was terrible. Really, if you hate making burgers and fries, should you manage a restaurant that sells burgers and fries? If you don't want to have to deal with customers whose orders are wrong, doesn't it make sense not to disregard what they ask for and just make what they want... or is there a different, more personal sort of an issue going on? I have a hard time believing that any other patrons were treated in this...

I went there around 11pm to get food for me and my husband after driving 3 hours home. We have always loved whataburger and haven’t had many issues with this location. But tonight was the most RIDICULOUS situation. There is no excuses, just pure laziness and lack of care for their customers. I pulled up to the 2nd ordering machine, someone asks my name and tells me to hold on. Meanwhile they leave their mic on and all I hear is chit chatting but no one takes my order. There were 3 cars already ahead of me and no one else but myself.. waiting patiently for my order to be taken. 2 of the 3 cars get there food and pull off, then another car pulls to the 1st ordering machine and immediately gets his order taken. So I pull up ahead of him to put my order in at the window. They take my order and ask me to pull to the rail at 11:15pm. At 11:35pm, they bring my food out and she says “you got your drinks?” And I replied, “no, and did they put my spicy ketchup in the bag?” She says, “check the bag, I’ll be right back” I check the bag, no spicy ketchup. When she comes back, she brings me our drinks with no ice(I personally like ice in my drink but I think whatever I’m just ready to go) I then tell her, there no Sp ketchup, and I need about 5. She comes back with 2 Sp ketchups and 2 reg ketchups. Annoyed, i just deal with it and leave at about 11:45pm. I get home about 5 minutes later, our fries were completely cold. They had been sitting awhile, I know that because I tasted them when she brought me our food at 11:35pm, and they were cold then. So then I take two bites out of my burger, and it’s pink. Cold fries, undercooked meat, and crappy service. I would highly suggest hiring better staff and managers because someone isn’t doing their...

I understand that this restaurant will have longer wait times as they are newer, but it makes no sense to open both lanes if you are not going to serve them both. Today I waited for an hour in line, and the first 30 minutes I was gracious because they were very busy. I lost my patience, however, when myself and the two cars in front of me were receiving no service as car after car was getting their food and leaving. I sat with two cars in front of me in the second lane for 20 minutes and watched the cars that got there after me clear out from the first lane. At one point the first lane was completely empty and anyone that pulled up would order, get to the window, and within ten minutes they were gone. It took the first car in the second lane getting the attention of the person taking orders in the second lane to finally get their food out. After this, the car directly in front of me received their food as well. They did, however, skip my car and bring the car BEHIND me their food first which upset me as well, but they quickly brought mine out afterwards. I ate some fries immediately after receiving my bags and they were cold. I also ate my burger and noticed something black and nasty on one of the first pieces that fell off of my burger and there was no mustard on my burger. They forgot the sauce I asked for but did not forget to charge me for it. I am hoping that this was just a fluke and that further measures will be taken in the future to prevent this sort of thing. I really enjoy whataburger, but this experience made me wary to try the Florence...