Whataburger — Restaurant in Fort Worth

I wish I could leave zero stars! I went through the drive-through. My order was taken, and I pulled up and waited 10 minutes and no one ever came out to get my money or anything. I went inside, and I was approached by an employee named Kayla. Her immediate reaction to me was to say that lane is closed. No apology, anything! Just straight defensiveness. And I did not walk in yelling or anything. When someone asked me, can I help you? I just stated I’ve been out in the drive-through waiting, and no one ever came out to me and I want to check on my order. So I asked her why did you take my order then? Her only response was I don’t know it’s just closed. She said I was supposed to merge into the other lane. Even though there is one white stripe that goes straight down the middle for both lanes. And then I asked her when you took my order why didn’t you tell me then to merge into the other lane. She continued to argue with me and said the line on the ground shows me to merge. I wish I could add a picture because it doesn’t do that. She kept arguing with me and then decided to play the last word game. Great customer service, right? The gentleman that was working in the drive-through named Anthony was amazing! He saw how I was being treated and stepped up and helped me so I didn’t have to deal with her anymore . There were other customers around saying wow I can’t believe she’s treating you this way. It was pretty sad and embarrassing to be treated that way to just get my COLD food! I want to thank Anthony for being so kind and helping me to feel like a person again. I pray that Kayla gets the training that she desperately needs so no one else is made to feel...

WORSE CUSTOMER SERVICE EXPERIENCE AT WHATABURGER IN THE ENTIRE METROPLEX* The manager on duty (Katrina?) could not have been more rude. Look at the Google Reviews here, and understand this is the worst WB in the entire metroplex. They don't care about customers in the lobby, they only care about tending to the Drive-Thru. My order was ignored that I placed via the app. Then when I asked for a refund I was told they couldn't do that in the restaurant?! Huh?!?! I've had other Whataburgers who gladly refunded me my money when there was an issue with an order via the app.

So: I am out my money waiting for the customer service to respond to the message I sent via the app. I did not get my order (which the manager said was ready in the back, but obviously getting ignored and getting cold) because the front counter was not communicating with the back staff. I was late to work because the manager was being rude and defensive and arguing, instead of providing good customer service.

Again, read the other reviews here, and avoid this location like the plague! Worst customer experience at a Whataburger in the last two decades I have lived in DFW! Don't argue with your customers when you make mistakes! Don't tell customers to beg for refunds via the app when other locations gladly refund if they make mistakes!

**Believe the reviews here, and understand this...

This place started out great but it recently has gotten horrible. The last three times I came inside to the dining area there is a long wait. Not because people are being helped but instead NO ONE comes to the front. Tonight I came in and stood in line for 15 minutes before someone decided to peek out. I would have normally left but I wanted to see how they would respond. People were standing for to go orders that were ready but just sitting on the counter. Occasionally a worker would come out but they would go right back to the kitchen. How can Whataburger not know how bad it is. I t May be only the night hours after 7pm. I felt bad for the people whose food was sitting there for over 15 minutes and got cold. I asked the girl at the register why everyone had to wait so long and a blank uncaring face looked back. A guy named Evan had to come out from the back a fix a register mistake for her. He looked even more uncaring than her. Any of the workers could have pointed out there is a lot of people waiting. It seems the drive through was their main focus or at least it appeared that way since they were in the back. Like I said this is not an isolated situation here. I ran in to the couple that had cold food sitting for 20 minutes and they were not offered fresh food. Shame on you Whataburger for treating your...