Whataburger — Restaurant in Houston

Hello. Today ,I am sharing a bad experience I had today at this establishment. I am a driver . When I arrived at this restaurant, I was not acknowledged. It was like the manager was purposely trying not to give me eye contact. The lobby was empty besides the other driver that was already standing there ,who was also not being acknowledged. I figured since the lobby was empty and it was only a few cars in drive thru that my order should be ready. ( It was ready.) When I tried to get the managers attention he just waved me off. I was annoyed because I was sure that the order I saw behind the counter was mines and I could've been on my way . I believe the manager was intentionally not acknowledging the other driver who has become disgruntled at this point out of spike just to make him wait longer. This behavior made me have to wait even longer. When finally a employee stepped up and came to front counter to check on me. It was then she found the order sitting behind the counter and gave me the ice cold bag. The food bag was cold by touch. The food was ready and has sitting there before I got there and it even had to wait an additional 15-20 mins that could've easily been avoided if the manager would've acknowledged me and was not playing games. As she hands it to me ,simultaneously the driver ,the employee, and even the Manger breaks silence to argue and cuss back and forth with the other disgruntled driver. Watching all this unfold made me very uncomfortable because I dont know anyone and I don't know how this is going to play out. Also it's is 3am , the doors was were locked at the moment so I couldn't leave if I wanted to. I'm not looking for compensation. I just want someone from upper management to read this and address this with the manager and staff and possibly train on the seriousness on getting this orders out on time. The customer pays for hot food and it makes it harder when staff don't take that seriously..And it's the driver who deals with an angry customer who made report us or take our tip and even request a refund from our platforms. So it's a lose-lose situation for everyone. I believe with better training on de-escalation tactics and making delivery orders more promptly can go a long way. The Manger was a black /African man ,thin , and tall. He was built like Jack skeleton from the nightmare...

Sooo, I placed my order online (Cobb Salad with grilled and crispy chicken fillers and a Med Sweet Tea). When I arrived I let them know I was there and then I called in to request that the meat for my salad be prepared fresh. Shortly after, someone brings my drink and says my good will be out shortly. Ten minutes later my food comes out and the meat I requested fresh was cold (both filets). I go inside and request it again and a line server begins to pick the old meat off of my original salad while still wearing gloves worn to prepare other orders and touch other things. When I told her I wanted everything replaced I received rude looks and remarks only to be told it'll be another 7-8min wait which I didn't mind. At this point I realize I'm literally the only person of color (customer or worker) that's here at the moment so I'm instantly uncomfortable. Five minutes later the grilled filet is ready and now I'm expecting the crispy filet 2-3min later . Another ten minutes goes by and still nothing. When I ask the cashier to check on it for me she asks a lady that only speaks Spanish who replied in Spanish (she can't rush she has to wait). All the while the fryer worker hasn't even dropped my crispy chicken yet. I ended up requesting a refund which took longer than usual because the manager couldn't find the register key. Overall, my experience at this location was horrible. My food was prepared incorrectly, I waited almost 30min only to still leave hungry, and the Sweet Tea I ordered was Unsweetened Tea. I wish I could give a -5* rating. I do not suggest people of color to patronize here. Your money spent isn't appreciated, your time isn't respected, they make all kinds of excuses, and the atmosphere is tense. This is not a friendly ran restaurant. Mike who is their greeter/curbside runner is Indian/Arab and has no care in the world about preparing and delivering your order on time and correctly, he moves at his own pace and serves whatever he feels without confirming substitutions with the customer. Y'all really need to do better. I won't be patronizing...

On Sunday, we drove through here. They now have employees taking orders outside. The employee said they are trying to do The Chick Fil a thing. We ordered and had to drive up. We waited over 20 minutes for our food. Someone brought our drinks and after awhile, what we thought was our food. It was under the name of John which is the name we used. Unfortunately, it was another John’s order. Nothing we ordered at all. I called the restaurant and spoke to Claudia. She was helpful and said she couldn’t find our receipt. Thankfully, we put it on our credit card. She suggested coming back on Tuesday after 5 when she’d be there. I did just that and she wasn’t there so spoke to the general manager. Rude. No greeting, no smile, nothing. I explained to her the whole story and showed her the bank charge. She said they could cook us the food. I declined that offer and told her I just wanted a refund. I told her she could put it back on our card if she wanted. She said she would have corporate do that. I told her no, that I had worked all day, went home, and drove back there as Claudia told me to get a refund. I told her what we ordered and the total came out a bit less than what they charged me. I showed her the bank charge again. She reluctantly agreed to give me my full refund. So, they must have overcharged me originally, brought us the wrong food, and made me come back for the refund which she did not want to do. I told her had I been offered by Claudia when I called on Sunday to have my card refunded, I would have taken that option. I do not mind when mistakes are made, that is life. I do mind how it is handled afterwards. Whataburger needs to take a page from chick fil a and their superior customer service. We will never go back to this location....