White Castle — Restaurant in Gurnee

After today, Jan 2, 2024, my husband and I are done going to White Castle. We live nearby and have been loyal customers for several years. Initially, going to White Castle was a pleasure as the employees had great attitudes and the food was always fresh. I don't know what happened in mid 2023. The food quality has become inconsistent and so have the employees. Today was the last straw. I arrived at 8:09 pm, only to find the door locked - I don't drive throughs. The employee said to use the drive through, so I did. This isn't the first time the dining room has been locked. No sign, no explanation. I went through the drive through, placed and paid for my order, and then proceeded to wait. I was the only customer. My order was small: 7 original sliders and 2 breakfast sandwiches. The guy who waited on me disappeared. I could see no one, except the lone guy cleaning the dining room. I waited for at least 20 minutes. By now, there is a car behind me. The guy who waited on me reappears and hands me my order. My husband and I were disgusted by the food. It was obvious that the sliders weren't fresh by the quality of the patties. Why I had to wait for precooked sliders, I'll never know. Breakfast sandwiches don't take long to make either. The 1st breakfast sandwich was such a cheesy mess that I could barely get it out of the box. I was so turned off by the 1st one that I couldn't eat the 2nd one. We've overlooked food quality issues before, including bad ketchup that made my husband ill for a day in November. After that, I ordered his sliders sans ketchup and then requested packets of ketchup if we dined in or he uses our ketchup when eating at home. Some of the employees are wonderful. They make customers feel welcomed and go out of their way to ensure customers are happy with their meals. Then there's the employees who act like they're doing customers a favor by waiting on them. Food quality and disgruntled employees are two factors that turn me off. If I continually feel unwelcome in a place, I stop going. After tonight, as previously mentioned, we're done with White...

I understand the employee shortage, so you need to be patient with operations as they are short staffed. This location in Gurnee, is best described as a Jekyll & Hyde. During the day the African American (slim built) gentelman manages the store fairly well, to his credit. Drive thru or inside orders move at an acceptable pace. Place is usually "steady".

The African American (larger build) gentleman on nights is an absolute train wreck at best! Monday night August 8, 2022 10:15ish pm I gave my order of two double cheeseburgers, , one car ahead on me, who got a small bag. Took 15 minutes to get to the window, once at the window the gentlemen asked me for my order again. Gave him the order, $4.55. Guy had gloves on, took my money then went and proceeded to prepare food with the same gloves on that he took money and worked the cash register with. Took another 5- 6 minutes of me sitting there waiting for food, looking around the kitchen , you could see crumbs all over the counters really unsanitary , I actually left without my order, just couldn't eat after what I had seen.

The cross contamination that's going on will get someone sick! I really enjoy White Castle every now and again, I don't mind them being slow, I just have to go when I have more time, but you can't be DIRTY TOO!!! Please have a Regional Manager visit this location and inspect for cleanliness, it will be very obvious!

UPDATE White Castle Corporate to their credit, actually reached out to me with an apology and a refund. I 'm glad they took the time to read my complaint. We all went through an unprecedented time due to the Covid-19. Everyone begin to focus on cleanliness, hand washing , no touch food service. Short term memory has society abandoning those...

🍟🍔I recently visited this White Castle location, and I was thoroughly impressed with the overall experience. The exterior is clean and welcoming, with clear signage and a touch of festive spirit that sets a pleasant tone. Upon entering, the atmosphere was inviting with well-maintained tables and bright, cheerful lighting that gave the dining area a cozy vibe.

The food, as always, did not disappoint. The sliders were fresh and delicious, served hot and packed with flavor, just as expected from White Castle. I particularly enjoyed the variety, from classic sliders to innovative toppings, and the sides like onion rings were crispy and tasty. The staff was courteous and attentive, and the food preparation was impressively quick.

What stood out to me the most was how tidy and organized the space felt. The dining area was spacious, with ample seating options, and the décor added a charming touch. I appreciated the small Halloween decorations, which showed that the team cared about adding a bit of seasonal flair.

Overall, this White Castle location offered a delightful dining experience. From cleanliness to food quality and a comfortable ambiance, everything exceeded my expectations. I would definitely recommend stopping by if you’re craving a quick bite with great...