Whataburger — Restaurant in Fort Worth

I went out of my way to go to this location because a friend asked me to pick up a Whataburger meal for her. Upon arrival, I found their dining room still closed due to the pandemic which is understandable. The drive thru was extremely long so I tried calling my order in. They didn't accept call in orders & I was instructed to order online. I was kind of in a rush, but I parked, searched out the website & placed my order, paying for it through PayPal. An employee came out & asked me about my order stating that they hadn't received it inside. I showed him proof of the order that showed my name & the payment. He went inside. A few moments later the guy came back out & asked to see the order again & the proof of payment. I showed him the receipt again & then logged into my bank to show him where the amount had been paid to their restaurant. He left again. A couple of minutes later, another man came out, I think he was in management. He too wanted to see the receipt for the order & the proof of the payment. At this point, I told him that I really needed to hurry & get the order. I was never short or demanding. He turned & left with not so much as a word, but his eyes spoke volumes. He was extremely irritated with me. Then the employee that came out first came out again with my order, shoved it to me & began to give me a quick overview of the things I had done wrong & it was my fault that their computer put my order in the wrong place. It did indeed contain my order, but it was under my last name & I was supposed to place my order under my first name. I was embarrassed & I felt stupid. This is not how a business, particularly a food business who is one of the areas hit hardest by the pandemic, would want a customer to come away feeling. Both of these employee's read my receipt which had my full name on it. When I filled out the computer generated form, I filled it out as instructed with my first & last name, which should have translated it in the order it was programed to receive. I did nothing wrong. Their computer evidently flipped the name for whatever reason, maybe just a glitch. Whatever the reason, a customer should never be made to feel like they are the cause of a problem for any business, but this is especially true for a service oriented business like restaurants. These people are so blessed to be working right now when there are so many that have lost their jobs & yes, we are blessed to have them working, but I pray common courtesy & kindness haven't been the cost. If it is, then we learned nothing & we lost a lot more than jobs & money. We lost integrity of character & respect, especially...

First in the drive thru there was an african American lady who didn’t even greet at the speaker just said wait a moment without me saying anything. I then said okayy and she said what can I get for you I said number 21 with… and she cut me off so rudely saying she couldn’t take breakfast orders even though it was 11:01 due to barely cooking the breakfast. I said i can order and wait and she said no they don’t even want me to take orders. I drove off around and decided to dine in instead giving this whataburger a second chance. I walk in and the front counter lady takes our order and we sit for 20 minutes she comes and asks you guys waiting on an order my husband says yes she says can I get your receipt. Takes the receipt and goes to the back comes back with the order. My #21 is not customized the way I ordered it. They forgot the bacon added to it. And the soaked it with creamy pepper sauce. I took it back and the kids in the kitchen were gossiping about the order. While on of the cooks was walking around twerking getting some lettuce. At the same time another customer who ordered before me walked in complaining about how they forgot his two honey butter chicken buiscuits and instead gave him two sausage buiscuits. The cook re- making my #21 did it fresh again. I appreciate that from him. But the front counter girls had such an awful way of approaching customers and speaking to them. After receiving my sandwich again I asked the lady if i could order some large fries she said I’ll be right back and never came back to attend me instead she walked right across me to attend a customer picking up under the name Jose. Not until another girl from drive thru came who kept printing receipts not acknowledging me standing infront of the cashier… until she finished she asked did you need something and i said yes a large fry. And she got it for me i still paid. All of this took 30 minutes while my husband was already estimated his meal. Plus the 20 minutes we waited. Maybe all these mistakes could have been avoided if the employees were actually focused doing their job and not dancing twerking, having side conversations, and on their phones as the lady was who did not come back for my order of fries. This is already the third time this whataburger messes up my customized order. This needs to stop how many errors are made and always at this time in the evening...

Not even open a year and the quality has tanked at an unbelievable rate. On this night (10/3/23 @ 11:10 pm) rolled into 2nd lane. Order was taken and then was asked to merge into first lane... see 1 person take off in the line I'm in without food. I assume a manager came out and told the person in front of me and myself to either "find a way to merge otherwise, we can come inside." This after waiting 10+ minutes after order was taken. Go inside to see more patrons angry, 1 woman only needed onion rings and not staff helped her for the additional 10 minutes I was inside. Clearly enough staff yet, no sense of urgency and no one looking like they cared. After ten minutes and seeing another angry customer walk in asking for their order, I walked out. 30+ minutes waiting just to be told to merge or go inside, go inside and no one even bothers attempting to deal with the us. 1 person was attended to and then NO ONE came back to the front other than 1 employee asking if we'd been helped. Majority of that crew should be fired. Manager clearly not a leader if he cannot get his team to work for him. Again, middle of a night rush which isn't even that bad considering it's Monday and they couldn't handle it. Such a shame, for once I actually wished there was an in n out burger to go to instead, never thought it was better but, they're at least consistent. Sad to say, whatburger is losing it. Either that or they're scrounging up the WORST...