Whataburger — Restaurant in Jersey Village

Disappointed and disgusted beyond belief. That about sums up today’s experience with Whataburger on Hwy 6. Handed a large tea with the lid half off, it pops off and spills out all over my lap and the inside of my brand new LEASED Tacoma. I’m covered in tea, had to yell for someone to bring me some paper towels. He comes back with a few napkins and leaves. I had to ask for the tea to be replaced, and so they bring me a new tea, however this one now has a literal HOLE in the side of the cup, and is also now leaking everywhere!!! It seemed deliberate it was so ridiculous, I mean how do you not notice a hole that is actively leaking after you knew the first one spilled out because the lid wasn’t on??? I’m almost in tears at this point, I’m so upset, my truck is slowly being soaked in sugary tea while their staff cares NOTHING at all. I asked again for the paper towels I needed, and this time, to also speak to the manager. This woman comes out, with the most sarcastic grin I’ve ever seen, totally unprofessional, unapologetic, and uncaring in her demeanor, and the first thing she proceeds to tell me is “not to cuss”. Are you kidding me??? No apology, no offer to help, no concern over my vehicle or how upset I was - NOTHING!! I was not even cussing at her! I was upset, who wouldn’t be?? Is she the one facing to have to clean this off her leased vehicle seats and floorboards??? Was she the one sitting soaking wet in tears? She hands me another small stack of NAPKINS, not anything helpful at all. Why was I not offered any towels?!!! More than half a LARGE tea was on me and my truck! She is still cracking this rather creepy looking smile, and turns away to walk back inside, but stops to apologize to the people in the car behind me! Not to me, but to people that literally had nothing to do with their incompetence or destruction of property! I was literally shocked, this is a a manager??? How!?? Where does this attitude come from, that anyone who is given a legitimate reason to complain or be upset is the problem?? On top of everything, when the other girl finally brought out my food, I asked her the name of her manager, and she had the nerve to say she didn’t know. I don’t know what’s going on at this location, but you can be CERTAIN I won’t be back to find out! I’ve called Corp and made sure they knew the damage that was caused by their idiocy and lack of professionalism to my vehicle, and I can only hope that Texas Whataburger has enough pride to ensure their PATRONS are put first, because that manager clearly hasn’t got a clue! I’m almost hesitant to post this, feeling someone will take actual pleasure knowing the distress this caused me...

I've never had a bad experience at this whataburger until tonight. My husband went to go get my daughter and I food. We ordered the chicken strip meal with extra gravy and burger. My husband didn't check the bag, because we've never had to check the bag before, our order was always right. Well, not this time. They completely forgot the burger, and instead of gravy I got thousand island sauce. So we packed all the food back into the bag and my husband drove all the way back to whataburger to get the order fixed. The manager was completely, and undeniably rude. All we asked was if we could have the burger for free because they wasted our time driving back and forth because they messed up the order in the first place. We didn't ask for the chicken strip meal for free, JUST THE BURGER. How do you forget a whole burger and how do you pick up a bottle of thousand island sauce and think that is gravy? I'm not sure if it actually is thousand island sauce, but it definitely was NOT gravy. They refused to give us our burger. So my husband was over the manager's attitude and decided he just wanted all of his money back. I was a restaurant manager for over 4 years, and I know damn well that when a customer is upset, you give them the God damn food for free. Especially if it's your fault that you forgot to put their food in the bag. This may seem like a lot to write over 1 burger, but maybe the manager on duty tonight shouldn't be a manager at all. Because the manager on duty tonight doesn't know anything at all about excellent customer service. I don't think Whataburger should have or hire someone who so poorly represented the brand name and company traditions the way the manager on duty tonight did. I'm not giving up on Whataburger, I'm just giving up on...

I recently visited your location and unfortunately had a disappointing experience with both the food quality and customer service. I received lukewarm food — the burger and fries were not hot upon inspection. I observed that an older African American gentleman prepared my burger, and I heard him call out "medium fries, no salt." It was clear that the burger had been sitting for several minutes before the fries were ready.

When I addressed the issue with the manager on duty, Eva (middle eastern), and returned the bag with my complaint, she took it back. However, I was disappointed to be handed the exact same food again — it had simply been reheated, rather than replaced with a fresh order. Upon calling to express my concerns, Eva became argumentative and repeatedly insisted, "No ma'am, you can pull the camera back — I have the same food here." I explained that the burger had become soggy and the fries had clearly been reheated, but she continued to dismiss my feedback. I ultimately ended the call out of frustration.

This is not my first unpleasant interaction with this manager. I’ve found that Eva is consistently unreceptive to customer feedback and lacks professionalism when addressing concerns. I hope this feedback is taken seriously, as I would appreciate improved service and accountability...