Whataburger — Restaurant in Mansfield

This is based on two visits within four days in Mansfield, TX. The first visit was pretty good. There wasn't a big problem. The Whataburger I ate didn't have grilled through onions I ordered but it also didn't have a lot of gristle or hard pieces in the patty. Plus the sweet tea hit the spot.

The second visit was a dire contrast. I walked to the counter with my phone in hand pulling up the app. The person behind the counter didn't acknowledge me right away and then asked what was the name of the order I was picking up. I said I needed to place an order. He walked to the back to get the lead or manager. I guess only a manager or the lead has the register skills. I ordered a Whataburger this time but forgot to use my code in the app because it took a bit for him to walk out.

A short time later I got my burger and began to eat it. I noticed this second day, my grilled onions were actually grilled to a sauteed perfection. The first visit I had crunchy partially sauteed onions. I was going through the burger and kept hitting hard pieces of cartilage or gristle and putting them aside.

As I was nearing the midpoint of the burger, a group of employees both on and off the clock gathered around the soda/tea/napkin section. One faced me as he stood holding a broom, another I could see his side profile and a blonde employee had his back to me. I paid no mind as they stood there chatting under the surveillance camera. Then there was the abrupt sound of 2-3 sneezes. It drew my eyes to the blonde employee who had been facing the tea containers/napkins/condiments area. He had sneezed without covering his face, hands by his side and facing the drink/napkin and condiments area. I stopped eating and sat facing their direction with a sickly expression. The three of them went back to talking and didn't make any attempt to wipe off or clean the area after the sneezing. I'm surprised he didn't make an attempt to even look away from the tea and napkins. Eventually the blonde employee and another left. I addressed the situation with the lead or manager who rang up my order. He said they would switch out the stuff and take care of it. I just wonder how often that happens. Employees should care more about sneezing in the direction of an area customers handle and frequent.

Then as I was leaving I noticed a large wet area on the floor. An employee was walking that direction and I alerted him so he wouldn't walk in it, slip or track it through the rest of the restaurant. Mansfield, TX has pretty relaxed businesses. Employees get to sit and eat between customers at other locations. Here they gather around the proverbial water cooler and...

On Thursday, May 25th, I had the pleasure of experiencing the absolute WORST customer service. I placed an online order at 10:34pm while I was in the drive-thru line. They were unprofessional more specifically, the manager. He was very rude and snappy with me.

When I pulled up to the speaker box, I told him I had a mobile order. He asked whose name the order was under and I told him my name. Less than 30 seconds, he’s telling me there’s no mobile order under my name. I tell him that’s false and I even say the location I’m at. He tells me to hold on. A few minutes go by & I hear nothing from him. So I say “hello” into the speaker box again & I say AGAIN that I placed a mobile order. He YELLS at me, in an irritated tone, that he has no one to come out to give me my food & that I have to get it through the drive-thru. I tell him that’s fine, I just wanted to confirm that they received my order.

Finally, I get up to the window, after sitting in line for an hour & he asks me what was my order & I show him the mobile receipt on my phone. He tells me to hold on. He comes back to the window a few minutes later & tells me that someone already picked up my food. I ask him how is that possible when I literally just talked to him on the speaker box & I placed my order while I was in the drive-thru line. He tells me that there’s nothing he can do. I ask him, “so you’re not going to remake my food after y’all gave my food to someone else?” He says no. I told him, “yes you are”. I was shocked & infuriated. He says hold on & tells me to pull up to the stop sign in the second line.

About 5 minutes later, he comes out with my food & says “I’m only doing this once” like I inconvenienced him because he gave my food to another customer. His excuse was his shift has just started. I obviously did not care about. You’re a manager, you ask questions. I’ve worked in the service industry. I know how it works.

I will not be returning this location. It’s unfortunate for me that I will have to go to another location on the opposite side of town.

I contacted Whataburger customer service care multiple times & they have yet to reach...

My wife and I love eating at Whataburger.

Until today. (October 4th 4:21-5:20pm)

Waited 25min for cold and incorrect food. Then took it back, no apology given, they "remade the food". Once we got the food back, 15min later, the fries and onion rings now over cooked.

Almost seemed reheated. Hmm.

Took the food back for a refund.

Manager: "I don't understand how the food was cold, I made it FRESH."

Well... Fresh fries are not so crispy that when biting into the exterior, that the potatoe has nearly been hollowed out due to its "freshness".

Heard the girls in the back "working" state, "oh let'em wait." When going back in a second time.

When a customer has an issue; they are your priority. Clearly the management did not care, the staff does not care. DOES NOT CARE.

I watched a family walk out of the establishment, during all of this. In fact, they arrived the first time I walked in to complain. They were not greeted, or helped? Which by the second time, they decided to leave, unhappy as well. DOES NOT CARE ABOUT OTHER CUSTOMERS

After an hour of all that fuss, the manager said "oh great now my drawer is short", and that we would get a call from someone, to confirm that we were given $18.53. Do not complain to an upset customer. We do not care, we are unhappy.

You should worry about losing your job sir. That level of management, would never be welcomed in my establishment. You would have lost your job TODAY. Complete lack of consideration for your customer. BYE, BYE.

People are the most important part of your job, maybe your drawer wouldn't have been short if you had serviced the people in your lobby better.

3.We were the only people in the drive through when placing the order. No one in front or behind waiting on an order. I don't know if they just really don't care at all? Whoever owns this location, needs to put their foot down.

This was unbelievable.

I loved Whataburger, but I will never be back to this location. Ever again.

If you love Whataburger, I urge you to find another location on your GPS.

Thank you for taking the time to read my frustration, Everyone have a...