Whataburger — Restaurant in Midwest City

I've been to this Whataburger several times over the past few months. The cubside service was very nice during the COVID-19 lockdown and both the food and service were decent. I had a couple minor issues, like incorrect sandwich toppings or cold fries, but basically OK. I kept returning because of the curbside service (their drive-through has never been very good). I did think it was odd that they never sent any customer satisfaction surveys or inquiries. That should have been a clue of their opinion of customer service, but I didn't think about it at the time....

Then they re-opened for walk-in customers and curbside pickup is now a disaster. I waited outside 20 minutes for a pickup order and not one Whataburger employee came out of the restaurant AT ALL. Before they re-opened, they had someone waiting outside with a "curbside pickup" sign. So, I tried to use the app to question what was happening, but the app has no "order help" or anything. Given the amount of traffic, I didn't want to go inside, so I waited and waited. 20 minutes later I left.

Apparently, once you place the order, Whataburger is done with you. They don't track if an order was delivered, they don't use GPS to determine if you're at their restaurant waiting (Walmart's pickup service does that!), basically they don't care what happens after you place an order, it seems. There's no "I'm Here" button, not "I have an order problem" button. Nothing that would make you believe they care about customer service. That should have been my second clue that they really don't care about the customer at all.

I filed a complaint (twice, once in the app and once via email) and the only response has been 1 automated "we'll get back to you" reply. That was the last I heard from them.

I checked my credit card a few days later and found they charged my credit card, even after filing a complaint. So now I have to dispute the charge. Who knows if they'll respond to that either. I'm glad I complained via email so at least I have a printable record of my experience. VISA may ask for that later.

Back to restaurants that actually care about...

What a difference a day makes. I came here yesterday morning and the service was excellent. I would have rated it a solid 4 stars. Today when I came again around the same time, I wouldn’t give it a single star.

I ordered in the lobby both days. Yesterday, I was greeted and my order taken. After it was taken the gentleman confirmed my order. Everything was correct and the food was received shortly thereafter.

Today, it took quite some time to acknowledge I was waiting. The same occurred for the next three people who came in during the over 30 minutes I waited for my breakfast order. Some had ordered via the app over an hour before arrival and they still waited on a minimum 15 minutes to get their order. When my order was taken the cashier never confirmed and had made an error. Mistakes happen, but rather than apologize and address it, the manager seemed annoyed she even had to fix it. The employee lacked the leadership guidance to know how to address the issue. They didn’t even refund me through my credit card and instead did a ghost cash transaction and refund in cash.

At thirty minutes I asked when I could expect my food to be ready. The guy who had taken my order asked me with a straight face— what did you order? I heard the manager at one point complain to the employee that the mess was “not her fault”. I understand they were incredibly short staffed but ultimately, staffing appropriately is literally managements job. As is making decisions and directing employees. If their staffing made lobby service impossible, they should have closed their lobby. I have been to some of the busiest Whataburgers where the line is out the door and the double drive thru is jam packed— still never waited over 30 minutes for food.

Shout out to the crew working Saturday June 17 in the morning. Y’all were great. Sadly, the crew Sunday morning made it so that I will never return to...

If you had asked me 2 years ago who my favorite fast food burger was, hands down it would have been Whataburger. But the one here in Midwest City just continues to get worse over time. The last several times we have been there the burgers have been very dry (meat) and the last few orders we've placed the staff got completely wrong, not just ONCE, but multiple times in the same visit. For whatever reason, the quality at this location just isn't that great and attention to details aren't all that great either, and apparently the employees have a complete lack of comprehension. You order a cheeseburger with mustard with no lettuce or onions, and you end up getting a chicken sandwich with extra onions, extra lettuce, and triple mayo. I don't get it???? The last time we went there we were starving and in a hurry. The cooks totally botched our meal (the chicken sandwich instead of a burger as stated above), so we had to stand in line to return it (which made us late) and we didn't have time to reorder, so we ended up going hungry. That was the last time we went to Whataburger, and it was over 5 months ago. We used to go at least a few times a month. I haven't been back yet, and I doubt I ever will. Used to love Whataburger.... now I can't hardly stand the place.

I actually contacted Whataburger about our issues, and we were assured someone with the Whataburger here in MWC would contact us. To no great surprise, no one ever bothered. So, they are just what they seem to be: LOUSY and uncaring about everything. Obviously, they don't ever want my business again, and they won't...