White Castle — Restaurant in New York

I'm sorry because I don't usually like to leave negative reviews but my experience here just has me really disappointed. 2 weeks ago after a long flight into NYC and many hours on the road we stopped here and bought about $40 worth of burgers for our family. We specifically requested no onions or pickles on any of the burgers as our kids cannot eat them and the register lady I must say was very very nice and the receipt clearly stated no onions or pickles. After receiving our order and driving another 20 minutes home at almost midnight we arrived and sat for ac well needed meal only to discover that all of our burgers were full of onions and pickles. Of course we were highly upset and had to drive all the way back again to get the order fixed. The manager seemed nice enough and apologized and told the cooking staff to remake the order for us. However I'm watching the cook in the back literally take our old burgers out of the bag and he begins wiping the onions off with a spatula and putting them back in the bag. He didn't even have the courtesy to make us fresh ones. What if there was an allergy issue with one of my kids? You don't do dishonest and disgusting things like that especially when a customer specifically requests something be left off an item. We were floored and requested our money back, told the manager exactly what his cook was doing as it was plainly visible and left. The only reason I'm even giving the benefit of 2 stars is that there was another Spanish cook, I didn't get his name, who felt really bad and came to us on the side and offered to use one of the newly cleaned grills to make a new order for us free of charge. We politely declined as by that time we had just had enough but he was very sweet and empathetic to us. I understand mistakes happen and it wasn't their fault we had been on the road for like 15 hours but when you err you fix it and you don't play with things like that. Those residual onions could have landed someone in the hospital, had I been able to just scrape them off I could have did that at home. Blatant disregard and decency and retraining...

I dont usually write reviews.... Only when Ive had a really good experience and feel the person needs a shoutout or when I have a really bad experience and feel that management needs to watch who they are hiring. This is a bad experience. I waited way too long for completely cold food with only one person in front of me and you know what? I work in Customer Service so I get it sometimes things happen but at least give me some hot food... I doubt its that hard. Then I ask the person in the window for honey mustard for my chicken rings bc there were none in the bag and she gives me attitude telling me she put some in the bag (which she didnt). She just put a bunch of ketchup so I said I want more and she rolled her nasty eyes and let one of them fall on the floor when she passed it to me bc she wasn’t looking. Had she given me them in the first place she wouldn’t have had to do double the work. Does the sauces come out the employees paychecks or something? Like come on. I understand this place is in the Bronx so it has its reputation but Im paying money for this food. People are getting paid minimum wage and dont want to work there but jeez is it that serious to give someone some sauce or semi hot food? My cheeseburgers were cold, my fries were old and cold and my chicken rings were nice and cold too. I wont go back here. Im sure there are other White Castle’s with employees that know what they are doing or are at least kind and maybe speak. This person didnt even speak. Why are you in the customer service field? Team...

Ordered a number 7 with cheese and a kids meal with 2 cokes. Wait time was decent and received my bag of food and was told nicely to have a good night. Assuming (which i should have not done) i got all my food i found parking at my home and walked up 3 flights of stairs. My hungry son was happy to see me and also the food and to my surprise all the burgers were missing. I called back and was told they forgot and was told i can pick them up or get a refund. I asked if i can do a refund of the burgers only and they said i would have to come by the store. I explained i had just found parking which (average time spent parking 15-20minutes) and would prefer to do it over the phone and was told i couldnt in a nice manner. So i proceeded to drive back and when i walked in i spoke to the drive thru employee and explained that i wanted a refund for the burgers. I was told i had to bring back the two drinks, the sack of chicken rings and the kids meal for my son. I said "no" and that i would pay for the other items and was told they couldnt do that. So they gave me the burgers which they madr fresh which is the only reason they are not getting 1 star and proceeded home. 20min later after getting a parking spot much further away than normal i am not enjoying the food with my family. While losing out on 40 minutes of my night with my family. Thanks...