White Castle — Restaurant in Indianapolis

I don't know where to start. This is ridiculous. The manager was very unprofessional and it didn't make the situation any better. So I'll start with I drove up to the drive thru, ordered 2 #12 which is the bacon or sausage and waffle meal. I got both meats so I paid 60 cent more for the bacon. After placing my order I finally got to the window, and the young man took my payment, gave me my drink and after 4 min gave me my food. I asked him for jelly and mayo. After grab them. I look in the bag and seen black all over the waffle. Yes my waffles were burnt, both sandwiches. I told the young man nicely that I can't eat this because it burnt. He yelled back to the others ( why y'all burn this lady food). I was like 😒 😲 wow. So then the manager came and asked me what is the problem. I replied my sandwiches are burnt. He said they not burnt. They supposed to be like that. I said burnt. I said then you eat this in front of me, and show me if you can eat it because I didn't pay 16 dollar to eat burnt food. He told me he'll replace the food and I gave the sandwichs. He told me to pull up by the doors. I moved. After 7 min another young male came out of the white castle and gave me my food. I checked and it look ok until I grabbed one and it was cold. It only had bacon. I'm at this point of I don't won't the food because it don't look right and something is wrong. So I go to the door and every door is locked. So I get back in my car and back towards the lane. And call the manager before I get to the window. I said hello can I speak to the manager. He said I'm the manager. I explained to him that my food is not right and I rather get a refund because I don't see it getting better. He told me he's not going to refund me because I left the drive thru. I said well you told me too so that y'all can fix it the first time. I have not left the parking lot. So please just give me a refund so I go home. He told me no. So at the moment the other person left in front of me and I pulled up to the window and the young man asked me are you the lady for the refund. I said yes. I need a refund. The manager walked and said I just give the refund, and was making remarks under his breath. I didn't say nothing. I tried my hardest to stay peaceful even if everything in the body told me to do different. I hope someone get the manager training on how to treat their customers, he was disrespectful and very nasty. Im so proud of myself because I held myself well in the situation and I didn't disrespect him although he was to me. I hope no one has to experience this. Plus I hope this help someone decision about this restaurant with...

This is my White Castle. It has been here for longer than my 43 years. It is one of the longest running businesses in the area. It has changed completely on the inside, and definitely for the better. If you knew this place in the early/mid 80's, then you will remember that it was like a open box in the customer side, and the inside was illuminated by the the overbearing white walls you were surrounded by. The places that you ordered your food in line were just cutouts in the walls, resembling a castle wall top, and that was very annoying for us kids back then,lol. Upon walking inside, I found myself wanting to stay and eat at a table, due to the fact that their remodel was the single most important interior restaurant makeover of all time. It is an open dining area, with very low hip height front counter, and you can see all of the way to the back wall. It is very bright, cheery, clean, and has a positively healthy feel to it. White castle used to have a cigarette smoke smell that did not waiver, and never failed to change the smell of their delicious burgers, which were .23¢ be ack then. I didn't have time to check and see if they still had donuts in the little plastic bags, that they warmed up, before they gave them to us. I will be back to enjoy the new feel of White Castle, because the flavor hasn't ever changed. That's the real stuff...

Last week in June (not sure the time or day) My first visit: Clean and polite. Customer service exceptional! "Oh so good" food

1 week Later

My second visit was not impressive. It appeared that nobody was truly being customer focused. On 7.11.2017: @ 5:00pm-6pm: Walked in with family to wash hands before ordering: No soap in men's restroom, it took 20mins to get that fixed. Baby changing table was dirty in men's restroom. I had to change my child without the use of the table. Then I took out the empty soap container and showed manager that even after my initial request to have soap in the men's restroom it still hadn't been changed.

Food was good.

Tables were all dirty, no straws or medium- small fountain drink lids. When I asked about those items I was directed to reach behind front counter to get my own straw and to wait while one (1) lid was given to me.

Every customer that walked in after me could tell by the inattentive, and unprepared staff that service was not on its "A" game.

I'll visit again because I know there's great potential there. I witnessed it during my initial visit. Thanks for making...