Whataburger — Restaurant in Kemah

⭐ 1 star Deeply disappointing and upsetting visit to Whataburger.

305 FM Rd 518 East, Kemah, TX 77565

I witnessed one of the worst displays of customer service I’ve ever seen. Joan, the cashier, was openly rude and dismissive to multiple elderly customers who were struggling to use their phones and the app. Instead of offering help or patience, she acted annoyed, rolled her eyes, and spoke to them with such condescension that it was hard to watch. She told multiple elderly customers to get out of line because they were holding it up!

What upset me even more was how she treated a mother with small children who was clearly overwhelmed. Rather than showing even an ounce of empathy, Joan was short, cold, and visibly irritated — as if this mom was an inconvenience instead of a paying customer doing her best. I witnessed the mom order white milk for her children and Joan gave her chocolate , the mom politely corrected Joan and Joan told her “YOU SAID CHOCOLATE” …. Can you even imagine being spoken to like that??????

No one should be made to feel like a burden for needing a little help or for showing up with kids. This isn’t the kind of energy you expect from Whataburger, a place that’s always felt family-friendly and welcoming until now.

I know today is stressful but there is absolutely no excuse to treat people like garbage!

I truly hope management addresses this. Joan should not be working the front counter if she cannot treat every customer — young or old — with basic kindness...

I’m an exiting customer of Whataburger in fact I’ve even worked at Whataburger. I’m very disappointed in this Whataburger that I stopped at this morning. First I ordered 4 drinks only. One of those drinks happened to be an iced coffee and I ordered mocha. We were placed into lane B for 30 minutes waiting on just drinks. When we finally got are drinks. My drink was diluted so much that there wasn’t any ice left in the coffee. I told it inside and to ask for a manager and the lady at the front counter Missy decided to laugh and said “we’ll it’s been that kind of morning”.She called her manager over and the manager informed me that the drinks were ready and just sitting on the counter because the runner didn’t know what car to take the drinks to. I explained that this was unacceptable for Whataburger. I used to work for Whataburger and this is just unacceptable. I asked her to replace my coffee and she asked what flavor coffee that I wanted. I told her Mach’s and she explained that they didn’t have mocha they only had vanilla and caramel. So not only was I upset that it took long to get drinks,poor service, but on top of that I was sold a mocha coffee and they didn’t have mocha iced coffee only caramel so I would have gotten something that I didn’t even want and had to pay for it. Poor customer service, poor team effort, and poor...

App/Online Orders/To-Go/Menu Yes. They have an app, and it works, BUT they were about 8 minutes longer than how long they said it would be. Total wait time around 16 minutes.

Convenience The app is super convenient, but make sure you give yourself more time than they state. They are never on time, even nights like tonight when they were SLOW.

Parking Plenty of parking.

Wait Time Again, expect a 15+ minute wait. Not very fast.

Food correctness Make sure you check everything BEFORE you leave. Tonight's error, missing large fries. I'm glad we had more or I would have had one upset kiddo.

Food Flavor Tonight--bland. Fries had zero salt. The coke in the machine was sputtering and I had to dump it and fill it twice to get an acceptable flavor. Burgers were ok.

Service Service was good, minus the errors in execution. Everyone was polite.

Value For $21.51 for 2 burgers and an extra fry (that I never got) it's hard to build value. When the fries are cold and have no salt, you start missing McDonalds fries and value.

Experience Overall, I appreciate the app, I just wish the food would come out on time, correct and like it used to be--good.

Go Back Again? Sadly, no. Not to this location. The potential is there because it's Whataburger, however, the execution here isn't on par with...