Whataburger — Restaurant in Lubbock

Worst I've been done by a drive-thru of any kind lately. Waited abnormally long(over a half hour) to get through the drive-thru of about 6-7 cars maybe. Was late and lobby was closed. After all that wait I pull up to the window and the employee tells me an order that is not mine. I tell her I ordered a number 1, large, with a coke. She looks at her screen and says she doesn't see it and then ask me if I'm sure I put the order in at the speaker. Of course I ordered at the speaker, I don't just sit in the drive-thru for over a half hour for fun. She looks around confused and tells me she just doesn't see it. Then proceeds to ask me for a second time if I'm sure I put an order in. At this point I said don't worry about it, thanks. Not even mad about the wait time, I would never stop at this Whataburger location if I was in a hurry, and now I probably won't stop there if I was starving to death. I've definitely had orders get messed up or be wrong, but it's pretty rare I've had an order I put in just magically vanish. Secondly why didn't the employee try to make it right? What kind of customer service is it to just throw up your hands and say sorry its not here guess your SOL, and then try to act like it's my fault somehow that my order didn't get put in. Food is usually decent when and apparently IF you get it. This location has always had serious customer service issues, and is almost always slower than any other location I visit. I quit going to it for awhile despite the fact that I love Whataburger and its right next to where I live. After a year or more I decided to give them another chance and they did okay once or twice and then back to tonight which is about what I'd expect from the place. Not complaining about the food, just the non-existent customer service. One might think they take the extra time to make sure they are getting orders correct and preparing the food well, but that apparently is not the case. Bottom line, you take my order, repeat it back to me, and give me a total. Then 15 minutes later when I get to the window you tell me it doesn't exist and that I must not have actually ordered at the speaker.....that's pretty...

It truly saddens me to write this review for what was once one of my favorite local spots. For several years, I've been a regular at this location, enjoying breakfast or lunch, depending on the time of day.

However, the past four months have seen a significant and frankly disheartening decline in the quality of service. It's become noticeable that the simple things are being overlooked. For instance, the tea, which used to be readily available, is now often missing or inaccessible, requiring a specific request each time. The staff, who were once friendly and attentive, now seem to do the absolute minimum to acknowledge your presence. It feels as though you're an inconvenience rather than a valued customer.

Adding to this, the wait times for food have steadily increased. What used to be a reasonable timeframe is now often an extended period, leaving you wondering what's happening in the kitchen.

Today's experience, however, was the final straw. After placing a dine-in order, I was informed that due to being short-staffed, they were going to lock the doors and we would have to leave the dining area. I was given no option but to change our order to to-go. To add insult to injury, the order we received was incorrect.

It's incredibly disappointing to witness such a steep drop in standards at a place I once held in high regard. Unfortunately, based on the consistent decline and today's unacceptable experience, I will not be returning to this location. I sincerely hope management addresses these issues, as it's a shame to see a promising establishment...

The purpose of ordering on the APP is to quickly get your food since it should be prepared while you are on your way to the location. My order was to be ready no later than 7:51am per the APP. I arrived at 7:53am and the place was not busy with only one car in front of me at the window.

I sat there behind that car until 8:01am! Yes, they appeared to have a fairly large order but here I am getting my food 10 minutes past the stated time. There was no apologies for the delay and I was even told at the window it would be another couple of minutes. Really?

I was less than 5 minutes away from where I would eat my food. Of course it was cold since I'm sure it sat under warming lights for that 10-11 minutes. Cold gravy, cold eggs, cold greasy hashbrowns. Cold hard biscuit. Only two pieces of bacon when I had ordered 4.

The biscuit sandwich was no better. Hard, cold biscuit. Luke warm sausage and egg patty.

There were no napkins or anything to eat the breakfast bowl with! No condiments and never asked if I needed any. And no thank you for my...