Whataburger — Restaurant in Jersey Village

I have been a loyal customer of Whataburger for over 40 years. Whataburger has become a household name, but now I do not care to ever do business with them again.

I understand that mistakes are made and things happen, but I can never understand poor customer service or no attempt to try and make the issue right. That level of customer service is never acceptable. It is a matter of principle

Today I ordered food for my son and I, using the Whataburger app and setting it up for delivery. This was my first time to try delivery, but I thought I would do it to support people out there trying to earn a living. Instead, the food never came. The app said it was delivered but the store confirmed that the driver never picked up the order. As I stated before, mistakes are made. However, you are defined by the manner in which you rise to the occasion to make it right. In this case, there was no rise, in fact, I don't feel the manager cared at all. His tact was to push it back on Whataburger online. He never said I'm sorry you have experienced this, if you come by the store we would be more than happy to get your order made on us, but you will have to take up any refund with online customer service. The Whataburger at Antoine and Hoover was certainly able to do that when I had a similar issue, but on a curbside order. Poor customer service is never acceptable. To be honest, I would have said I can pay for the food and work the refund out with customer service. It wasn't a matter of getting free food, it was a matter of feeling appreciated as a paying customer. If I do continue to eat at Whatabuger, it certainly won't be this one. Not with such a lack of customer appreciation and service.

FYI, don't expect too much better from Whataburger customer service either.

If you want a better experience, and are the area of this location, I would strongly consider going a little extra distance and head to Whataburger on Antoine...

The lobby is always fairly clean and the food is usually pretty good. My main gripe about this specific location is the last several times I've gone in the lobby, it took 20+ minutes to get our order (2 kids strip meals, 2 #1 combos), and two of those times, we're talking maybe 2-2:30p on a Tuesday - past the lunch rush - and with what appeared to be a still fully-staffed kitchen. The only benefit to lobby dining , assuming you aren't actually trying to get a move on any time soon, is your food will more than likely be very fresh. But don't be shocked if you wait 20min and still get stale fries. The drive-thru isn't worth going through unless you're pulling straight up to the intercom and the line isn't already bumper to bumper between you and the windows. This is the only Whataburger I've been to with any regularity that I've started just going to McD's down the block when I want something resembling a burger. In fact, this evening, I didn't even realize I was doing that until I decided to make a right at 249 to hit up WAB instead of taking a left to go to McD's, then remembered why I've gone to WAB with decreasing frequency over the past year as I was sitting in the drive thru line for 10min and still hadn't even ordered yet because the line wasn't...

I arrived to this location around 7 PM on a Saturday night-no one in the drive through in front of me, only a few cars in the parking lot. Didn't looked busy to me. When ordering over drive through, I was only partway through my order when the attendant was already trying to peddle hot apple pies (I used to work fast food, I understand, but at least wait until the order is over with).

I pulled up to the window, paid, pulled up to the food window, attendant confirmed my order. I waited about 5 minutes, then I was asked to pull forward and was told they'd bring my food out to me (which seemed odd because they weren't busy when I arrived). I waited probably another 5 minutes in the parking lot, at which point they brought my food order.

Upon arriving home, I realized they had slightly messed up the order (2 meals, one with fries, one with onion rings-got 2 orders of fries instead). Despite confirming my order with me prior to delivery of food, correct food was not delivered.

Now, these things on their own, no big deal. Put together, though: kinda a poor experience. Food was properly cooked and did taste very good, but the ordering experience was lacking at this location...