Whataburger — Restaurant in Gallatin

Seriously, I really... I really hate to write this. I'm in my late 50s and don't know about these standing order machines. An I'm not an App user. However, through these times, I find myself trying to save money 💰. So, I joined the Whataburger App. I walk 🚶‍♂️ in, and there's no one in line. Matter-of-fact, it was just a few customers there, and about what to seem over 10 employees 🤔. I went to the counter, and a guy 👦 looked right at me and continued to talk to other employees. I waited patiently, and there were 3 employees in the lobby and the rest walking around in the back. This was around 2pm. I looked at them, nodded at them, and said "hey" 👋🏾. They ignored me 🙁, as if they wanted me to use that machine to order food, like they do at Taco Bell 🔔 😑. I wait 5 minutes before I say, "Can someone help me," because now I'm praying 🙏 please don't put something in my food that doesn't belong. They still ignore me as to say use the machine. I'm telling you they went to Taco Bell off Hwy 109 in Lebanon and hired every employee. Finally, a girl came hiding behind the drink machine in the back as to say, "Why are you disturbing 😳 our conversation 🤔. I showed her the APP where Whataburger sent a coupon. She didn't know how to use their own app. Finally, a blonde 👱‍♀️ lady came up and said, "You have to order it online." No problem, I said. She showed me what to do, and I put my credit card 💳 in, and I paid through my phone 📱. I wanted to pay with cash 💸, but I had to the app for it to work. Immediately, she received my order. Now, a couple more customers come in, and I had to wait longer than it should have taken since I ordered first. T hey got their food before me. Fry and a Jr. is what I ordered. The food was fresh. I'm in the customer service industry, and I take in very seriously my customer service. I pray that 🙏 that someone cares about the Gallatin Whataburger and retain them in customer service. The Lebanon Whataburger is awesome 👌 👏 👍 😍. They are friendly and waiting to help you 😀. So? are other branches. I have to travel the state of TN and different towns. I know this was laziness 😒 🙄, because I have employees and, "If you got time to lean, you got time to clean," and the customer comes first, and you drop what you are doing and take care of them. These employees need retraining. Especially the tall, dark headed guy 👦 who looked at me and kept talking. Now, look at my ratings, I have had over 1.3 million people look at my ratings. And very... very... seldom do I put down complaints. However, if one of my employees did this, I would write ✍️ them up as a verbal warning ⚠️ and let them know that our business people come first. I'm willing to come to your store and give a free seminar on customer service. If I were in charge of this store, I would want to have knowledge that I needed to correct, and I had, and I did... immediately. I hope to stop by soon and hopefully have a different experience. I pray the best for your company. Have...

Absolutely ridiculous. I respect the weight of Google reviews, and only make time to create one when necessary. This one is justified. We pulled into the drive through lane, and expected a lengthy wait time as usual. There were only 6 cars there during our wait, but the standard impatience set in after about 20 minutes. I had to repeat myself several times to the Guy on the speaker, and he accepted a bottle of water, that he would later tell me they don't sell, as my drink order. After receiving our food, I saw that the sandwich was made wrong. That's not an odd event for fast food, and it's usually not worth the time to address. For some reason, this time I took it back, and went inside hoping the wait would be shorter. Boy am I glad I did! That's where the real show is! Come to find out, the handful of vehicles in the drive through, and the single number of tables filled were being serviced by a crew of 7-8 staff bouncing around in the kitchen like it was lunch time. I'm not sure what the extra energy was for, because during my inside wait I witnessed about 3-4 other wrong orders. All of that extra effort isn't producing results. One of the wrong orders was returned to the lady still wrong, but it had extra items so she accepted it. The guy at the cash register was told, in plain English, about the customers' concerns, and still had to be reminded about how to correct the orders. I eventually got my sandwich back, and it was wrong again. Much closer to the actual order, but still wrong. I will give them the fries though. They were correct, and not made of some type of substitute ingredient or anything. They were still potatoes, so kudos on that. The food is not bad, but the service is ridiculous. The good news is, if you go inside, you get to see the long term results of participation trophies. The infuriating part of the whole situation, was the giggle fest going on in the kitchen that showed the lack of concern for the customers. I felt like I was in the movie "Clerks" or stuck in the scene from Super Troopers when Farva was ordering a...

I’ve been twice during the past year, and both times they were training new employees. As a former pizza restaurant manager I’m more understanding than most because I’ve been on that side of the counter. My first visit was a 40-minute drive-thru wait starting around 9pm. I was pretty irritable despite understanding how frustrating it is to train teenagers at their first job. Once I got home with my food I was satisfied, burger was better than other drive-thrus in Gallatin, the monthly milkshake was delicious, and I decided it was worth the 40-minute wait- but just barely.

Second time was dine-in at regular dinner time and there was no wait, not even in the drive-thru. Food was good, shake was even better, and the entire experience was pretty good.

This store needs a way to alert drive-thru customers to long wait times. That can easily be accomplished by putting signs on traffic cones. On extremely busy nights at my pizza delivery stores I instructed my staff to answer the phone with “Hello, thank you for calling [name of chain restaurant], our current delivery time is over an hour, is that ok?” letting the customer know immediately what to expect. Unfortunately this kind of forewarning only works for call-in restaurants. I do know that sometimes a kitchen/staffing problem can escalate quickly (anyone ever see a chocolate brownie jam up the conveyor belt and catch fire in a 650 degree oven at the exact moment you get a phone call that your delivery driver is en route to the ER after a robbery setup? 😬) but it’s the business’s responsibility to tell the public what to expect. This particular store seems to be hit-or-miss, regardless of time of day, and there’s no actual way to even remotely predict your experience until you get there. I absolutely love having a late-night burger option in Gallatin (I’m so spoiled from growing up in Nashville 🫤). Instead of “hey I’m ravenous, let’s go grab some Whataburger,” it’s “wanna go see what the Whataburger line is like, then go to Taco Bell or something else equally as...