Whataburger — Restaurant in Pensacola

First of all, I must say.I almost never leave reviews on fast food restaurants.Basically because I never have anything good to say. Now with that being said And out of the way I first pulled into the parking lot.Intending to go through the drive through.There were a few cars in line.A little more than my liking.So I decided to go in to place my order. As no one was standing at the counter.I immediately decided to use the self service kiosk. Which , by the way , and no poor reflection of the Restaurant, The kiosk seemed to have had some issues reading my fingertip. I fumbled my way through the kiosk and completed my order. As I was sitting quietly, waiting for my food to come out.I heard a voice a friendly voice.She immediately instructed all crew to wash their hands.I'm assuming that she does this periodically. Quite possibly even a company policy.But none the less, it was great to hear that coming from the kitchen. By the way her name is "Nikki". She rounded the corner to bring out another customer's order and immediately saw customers standing at the front counter also immediately addressing their presence with a sweet and thoughtful, Good morning and welcome in. By this time she noticed that I was sitting there quietly and patiently.She immediately made contact telling me that my order would be promptly out and if there was anything else that I needed. Once she re Entered the kitchen area she asked Aloud to the crew if their hands had been washed. Next it was my turn.She brought my food out to me also asking if I needed anything else once again. Seeing that there was such friendly Service , I decided to add a small coffee to my order. I'd like to give a big shout out to "Nikki"... I know from experience.Fast food typically doesn't pay it extremely well however... I absolutely Adore your commitment to customer service and a job well done. So thank you. Nikki. You are the sole reason I will return. I wish every restaurant had a "Nikki" On their staff. If you are not currently the restaurant manager, you should be and hopefully it's coming your way.You deserve. I just hope the rest of my day, Has pleasurable experiences like the one I had this morning. It's nice to see that someone somewhere still considgreat.Customer service to be a priority. ...

Dear higher ups at this fine Whataburger establishment. I’ve been a loyal patron for most of my life at this point. To say i’m deeply disappointed is an understatement. Nikki. I regret meeting tonight you and i’m very sorry that they’ve made you a manager. I’m sorry for the customers you’ve inflicted thus far. My order was wrong earlier today at lunch rush (this happens quiet often but not the reason for my one star). at lunch i placed my order ahead of time, i waited 20 minutes and my tenders were overdone and the fries were cold?? crazy. when this happened I called and they tell me to bring my receipt, and they’ll remake it, no problem. fast forward to right now- I politely told the first manager what happened, she then turned around, didn’t say anything and grabbed Mrs. Nikki. She had an extremely rude tone for someone whose job is to deescalate situations but i digress. The eye roll was atrocious and she was acting like I was trying to get free food just by her attitude alone. She was grilling me about a code i was supposed to have but why on Earth would i come up there twice in a day, in the lobby mind you, to wait another 20 for a bad attitude??? ( and since i’m sure, as a manager she should know, acrylic nails and fake lashes are against Food Safety Regulations, unless she doesn’t have her certification). I wasn’t asking for the world tonight, i was asking for bare minimum customer service and the hot food i paid for. additional training is much needed, especially for someone who’s supposed to hold the prideful title of a manager. Didn’t apologize. Didn’t bring the food ask for me to excuse the wait. Completely unprofessional. Oh but the food runner tonight night, young man, was exceptional with customer and was very quick on his feet. I would have much preferred to talk to him or just about anyone else. Don’t worry I wasn’t rude, I’ll return, and hopefully she has a better attitude...

(To any other potential customers reading this: I encourage you to read the other lower reviews and you'll see my issues are NOT new and apparently have NOT been resolved). Went through the drive through. Got my food. My soda was flat. I told the employee at the window about this and requested a new one. She tells me she is going to chamg it and wonders off.

A couple of minutes later 3 employees appear back in the window area, one of them gets a employee size drink cup, fills it up and walks off.

The two other employees then turn around and abandon the window. I assume they had something else to do so I waited patiently.

The car waiting in line behind me got tired of waiting, I assume, and drove off around me.

I wait a bit more and attempt to get one of the employees attention as they walk back and forth.

After maybe 5 minutes of just sitting there with your employees just walking back and forth, hole looking st me and not once coming to see why the customer hasn't left the drive thru window. No service beyond" Here's your stuff now go away, quit bothering us" kinda of attitude.

I'm the only vehicle in the drive thru at this point. I finally had to drive around, park and walk inside to get a new drink. What ever happened to common sense?!?

To make things better, I take a few bites of mburger. It's just barely warm. Like it had been microwaved. Disgusting. .

The only thing that was hot and fresh was the fries.

I have never had such bad service at a Whatburger in my life till today. Excuse the unintended pun, but this put a bad taste in my mouth that makes me NEVER want to come back.

This location was BELOW the minimum standard. Unacceptable.

I dont even care if I get a refund or anything as at this point I'm just notifying you to correct the situation and warn other potential customers.

All I wanted was a good meal, fast and conveniently. I got...