Whataburger — Restaurant in Lakeway

I placed and online order on 7/26/22 at 0057 which was to be ready between 0103-0106. I arrived at the drive through at 0102am. I sat at the speaker for 15 minutes to tell them that I was there to pick up my order. Nobody ever acknowledged or spoke to me. I decided to pull forward and tell them at the window. I continued to wait in line for yet another 15 minutes before even arriving at the window. I have now been sitting at the drive through for 30 minutes. Upon arrival at the window, I was informed that they had not began breakfast yet and the honey butter chicken biscuit would take about 30 minutes to make. Again, I have already been in line for 30 minutes and placed the order online. This should have been made already. As I did not want to wait a whole hour in the drive through line, I requested that the biscuit be refunded in which the manager on duty did make a cash refund for that sole item. In assuming that the rest of my order would be complete and ready for pickup, I waited for the rest of the order. I sat at the window for another 10 minutes as they had not even started my order. I sat in the drive through line for almost 45 minutes for an order that was placed online an hour before actually getting it. And I didn't even get my whole order. Breakfast supposedly starts at 11pm as stated on the website...yet 2 hours later, I'm being informed that breakfast hasn't been started. I am a nurse that just wanted food on their lunch break. I was 40 minutes late getting back to work due to the complete lack of care and total incompetence of the staff working tonight. Whoever is in charge should be completely ashamed. This is not acceptable! Nobody called. I could not go into the store to get the order. I even attempted to call the store but nobody answered. I have NEVER written a bad review in my life. But this...this is just...

Placed a mobile order, but there was no option for drive-thru pick-up so I placed it for curbside. Once I arrived, I submitted the number for my curbside pickup lane, mind you I was already 5-10 minutes after the ready time provided by the app. After submitting that I had arrived, I was left waiting 10 more minutes. There were very few cars (probably just the employee cars) and only two cars had gone through the drive-thru while I was there waiting, so I decided to go through the drive-thru to check on my order.

At the DT speaker, they informed me that they do not do pick-ups through the drive-thru. After informing her of my wait at their curbside lane, she stated that they were waiting on fries (it doesn't take longer than 3 minutes to cook fries), and she had me pull forward. After receiving my food and driving off from the window, I started to eat the fries and noticed they weren't fresh at all, on the contrary, they were cold.

I consider myself a patient and understanding individual, so if my wait time had been due to them wanting to deliver fresh food there would've been no issue. They instead chose to lie to me given that my fries weren't warm at all as they should have been if that was the reason for my wait. It had been the worst customer service experience I've ever received at a Whataburger. I hope upper management will address the issue and ensure that employees deliver a better customer service experience, especially since this is the only Whataburger in town and the next one is about 15 or 20...

Although it is a Whataburger, recent experiences at this location leave much to be desired with the evening crew here. A couple of friends and I were dining in and had placed our order while the restaurant was practically empty (a simple order, just a large fry and some drinks). However, about 10 minutes after we sat down to wait for our food, multiple large parties showed up, ordered and then sat down. Within 10 minutes or so from this point, these other parties all received their food (many large orders), while we were still left waiting (after over 20 minutes by this point). After inquiring about our order, we determined that the staff had simply removed our order from the queue as to not be penalized for a lengthy wait time (fries were being made when we first put the order in). However, due to this, our order was simply forgotten and would not have been delivered if we had not asked. I can certainly understand that situations like this may occur on occasion, but the thing which stuck out to me the most was the fact that the staff were also mostly unapologetic throughout this situation. I hope that this is not a reflection of this location during other shifts, but just beware that if your food seems to be taking a while, you may want to check to be sure that it is...