Whataburger — Restaurant in Fort Worth

I’m so honestly disappointed in this Whataburger. Another bad experience again today. I think we’ve had our last and final meal at Whataburger on Denton Hwy. I ordered two taquitos with no egg. I stated I needed two taquitos with potato, sausage & cheese only. Again, no egg. I repeated it several times because for some reason it’s just too difficult to make any adjustments or substitutions to a meal at this location. I’m ok paying the extra for the potato or sausage…No problem. But having an allergy to egg, is why it’s ordered this way & two ingredients just isn’t enough without egg to fill the tortilla.

At the window when I paid, I looked at the receipt and it was rung up very strange. I’m use to ordering this way. It said potato cheese and bacon then charged me an extra $2.00. So I asked again, are you sure those taquitos have only potato, sausage & cheese? Guy at register assures me they were made correctly.

I was dumb, trusted them & drove away. Got home to open them up to find a couple tiny slivers of bacon & a literally a tiny amount of sausage is rolled up taquitos. They couldn’t even put cheese on them! I called right away & Felicity, the manager at this location, recognized my order and immediately makes excuses for the employee who rang it up wrong.

Our household was up all night with family situations. I had been fasting for medical reasons and this was my first meal in many hours. We were tired and hungry & just wanted to be home with food. Not one apology and I asked if I could please have this remade another time because we are exhausted & didn’t want to have to drive back out again. Felicity says nope. I need the food here in order to remake it for you. I said I’m happy to take photos even though they know they messed up. But instead, we had to drive back up there to get food we should’ve had made right in the first place. Then the rudeness & not allowed an option to come another time over THEIR MISTAKE is infuriating!

People make mistakes, I get that. But not one apology, the response was rude and excuses were made, then we were inconvenienced again over THEIR MISTAKE. We won’t be back. This experience was not acceptable and neither has been the handfuls of experiences we’ve had at this location in the last couple of years. Customers deserve...

Well I’m a firm believer in giving someone a chance to do better. However, five days ago, I went to purchase a breakfast Jalapeño sausage, egg and cheese biscuit. The biscuit was so hard I couldn’t even chew it. The egg was more than well done almost rubbery, I called back made a complaint spoke with the manager. He said please come back at my convenience and I’ll fix it. Needless to say I went a day later. It was great. Didn’t have any problems at all. I went through the drive-through yesterday and ordered chicken tenders with gravy. Got home had no gravy, the chicken tenders were so hard. I couldn’t even take the crust off to eat the chicken, when I called back to complain I did say what about the gravy? The manager said will you have to pay for the gravy. I said, I thought it was included, he said it is, but you have to pay for extra. I said I’ve never received any gravy at all. I went back tonight and ordered a small shake and I was told that they did not have small lids so they would have to sell me a large shake. It seems to me that if you don’t have the lid to a small why could I buy a medium? That was not an option. It was either large or nothing. So I did buy a taquito and settled for a shake paid for the large shake. Shake was fine Way too big didn’t want that much but OK. They charged me for the hashbrowns when I complained about the hashbrowns, they gave me my money back, which was me 50 Cent I believe, he said that was a difference. The taquito was able to be eaten. It had so much salt in it not even the picante sauce could cover it up not to mention the size was a very small. So in my book, you didn’t only strike out once twice but three times. I don’t think I’ll be back to your establishment. I’m very upset with your business and especially when I explained to the manager I didn’t want the hashbrowns. Why did you charge me for the hashbrowns? Needless to stay I won’t be back. Very...

George is about the calmest chain manager I've met. Only known one like him 20 years ago. He operates this band of mostly slow moving, irreverent teenagers, who care nothing about the long standing excellence they now represent, with the patience of a saint. I was inside the store and had the opportunity to watch for several minutes, on two different occasions. The "team" we're all moving at a snail's pace. Normal for today but still unbelievable to me. (Fast food is no longer fast anywhere, even with no line.) George was so coordinated with his steps, his crew had no idea he was doing half of each positions responsibilities to get the orders out, window and counter...while restocking all condiment that were completely empty when he reached for them. That's where I'd have lost my mind, but he just did it ALL, and his expression never changed. It took over 1 min for the young man counting, dumping back, and recounting one order of onion rings to get them in the rack..George patiently waited for them, delivered them, then gently slid into the fry station. The young man hardly knew he'd been moved. As I left with my order, the poor kid was still holding a pair of tongs and George was scooping up about 8 orders of fries in about 15 seconds. Impressed, and I feel empathy for this manager. He's a hard person to find, and keep, in this industry.... especially with today's laxidazical, insulting and careless teens running customer service into the ground. 8 thumbs up for George. Because of HIS excellence, Whataburger...