Whataburger — Restaurant in Jacksonville

Horrible attitudes from operating partner/ manager Mario Walker Sr, horrible attitude from older lady working the drive thru and line Expect to be given the wrong order at least twice Expect when finally given the right order, that someone has touched it already Chocolate milkshake = vanilla milkshake at this location Inability to diffuse situation or critically think

Went to the drive thru with a simple order of two chocolate milkshakes (1 large 1 medium), a meal, and a large fries. We received two milkshakes that were evidently vanilla with the taste and coloring and asked for a refund but was met with such attitude with an excuse that it was machine operated (which is fine, however other locations I actually received a chocolate milkshake so I wouldn’t recommend going to this location if you like chocolate). A lady took them begrudgingly and said that she will need to get a manager. We asked for a refund as that seemed like the easiest solution as she seemed flustered and it was busy. We were then told to move forward and was given AN order, but it wasn’t our order but another car’s that was ahead of us that was waiting longer. We spoke to another lady that was actually the only sweet person we spoke to in person and confirmed our doubts that our milkshake were in fact not chocolate and that an employee did not hold down a button long enough and offered to have our shakes made again. We gave them the benefit of doubt and waited for the shakes to be made and our actual order to be given to us. At this time, there are lines are cars behind us and at the very least 4 cars with the wrong orders. They took back the order that we touched which I hope they don’t dispose of or give right back to customer as that is not safe. More time has passed but we were offered to park so we don’t keep holding up the line. We finally were given our one meal and one large fry. More time passes. The initial rude female employee returns with 2 medium milkshakes that were the same exact coloring and tasting—vanilla. Frustrated and defeated, we just wanted a refund like we originally asked for so we can just leave. She walked away with more horrible attitude. I, already so appalled by the lack of hospitality this location had to offer, walked in to see if I could have any compensation for the kerfuffle that ensued like fries or a burger, the initial rude lady asked what more do I want and I explained some sort of compensation and she replied “well did the burgers turn out fine nothing was wrong with those” which I then reminded her I was given someone else’s order completely. She didn’t like that response and asked for the manager to speak to me. He greets me and asks me what he can do for me. I explain to him the refund and—he cuts me off with horrible attitude saying he’s working on it right now. I continued and explained yes I understand that but I was wondering if this place offers any compensation with how messy this whole situation became. He pauses and looks at me with what felt like either an intimidation tactic or perhaps him trying to ground himself from his anger/ frustration but eventually then replies “what do you want”. I replied “I’m not sure do you guys offer fries or burger for compensation?” He says okay fries and I was finally given a ‘complimentary’ fries and my refund and a “have a good day”.

Will never return here again and will share my...

Every time I order for pick up to parking spots 1-3 and I get there within my time I have to wait an additional 20 to 30 minutes every time so now I’m formally putting this online for everybody to see. I know I’m not the only one that comes to this Whataburger in particular and sees the people that were in the back of the line make it to the front of the line, but are leaving while you’re still waiting for your food that you’ve already paid for. And the manager on Sundays she will tell you immediately oh I apologize. I hear that every single time I come here. My point is customer service is about speed and quality. The quality of the food is good. The speed of service is absolutely horrible so what that usually means is hey-General Manager1 not fixing it so hey district manager, regional manager Director of operations it is now time to put some attention on your problem before it continues to be an even bigger issue it’s clear that somebody is reporting false numbers as Whataburger uses metrics As every other company does to measure where they need to improve somebody’s reporting falsely. I may be the first to report, but I’m not, the first to experience it especially here at this location in Oakleaf. Every other Whataburger I go to I get my food within time. This one in particular needs some retraining in making sure they’re not only paying attention to the orders in the drive-through, but that’s the whole reason why that screen above the fryers, to follow the pickup orders and that for a fact, I know is in the Whataburger video training when they are hired on. It is time to rewatch videos and go through some mock station set up because these folks on the weekends and late at night do not understand the process. So shame on you, Whataburger shift Manager shame on you General Manager, Mario Walker you need to fix...

First time I went with my Wife. We got our order and my burger was wrong. I ordered a bacon cheeseburger with only ketchup but I received a hamburger with only ketchup. If I wanted bread, meat and ketchup I would've order appropriately and not paid for the cheese and bacon. I took it back to the counter and was told they would bring out my corrected order right out. I waited and waited till my Wife was done eating and we're ready to leave. At that point went to the counter and that's when my order was re-made. So I took it home to eat. It was tasty, I'll give them that. Things happen, so I went back a second time, this time through the drive thru. Ordered the same thing. A bacon cheeseburger with only ketchup. After being given my order by an employee who did nothing other that stick a bag out the window at me(maybe they are mute?) I get home to discover yet again I was given a hamburger with only ketchup. Yet I paid for the cheese and bacon. For some reason, I decided to give the Oakleaf location one more shot. I couldn't believe that for the third time in a row I get the same incorrect order! Amazing. Why would someone pay extra for a bacon cheeseburger only to have those ingredients removed when one could just order, at less cost, a hamburger? There is a difference between ingredients and condiments but I digress. This was either amazing coincidence or a bad trend. Who knows. Your mileage may vary. The food was good but check your order...