Whataburger — Restaurant in Roanoke

I come here at least 3 times a week and have always had a great experience until today.

The last time I came through the drive thru and ordered an entree of just chicken strips and was surprised at what I received. Very very tiny strips , two looked like nuggets they were so small. So, I took a picture of them and decided I would show the cashier on the following visit. (I didn’t call because I was asked if I wanted the receipt and declined.)

So, today I again ordered a 3 piece chicken strip entree on my way home from work. I showed the man at the window what I received on my previous visit. He didn’t say anything. Just left the window and then came back and scanned my app to pay and handed me my order. I felt like he ignored my complaint so I asked him who I could complain to, a managers name about my previous order.

His response was, “I took care of you! I put 10 strips in your box, that should make up for the next 3-4 times you come through.” I said ok and went on my way. Upon pulling out I opened the box and there were 5 chicken strips, not 10 as he had claimed.

His attitude and discourteous behavior made me look at the receipt for the phone number. I called and Fernando answered. I told him I had just been there and was told by him that he was giving me 10 strips and was only given 5. He stated that he didn’t put the strips in the box personally but did make sure I was taken care of.

I said I paid for 3 of these and you told me sarcastically that this would make up for the next 3-4 visits. At that point he said that I “came after him’ by showing him the picture of my last order. And that if I had a problem then I should have dealt with it before. Also that I did not have a receipt to prove my order and that the picture could have been on my phone (even though it was dated) for a long time. He basically called me a liar and acted like I was trying to scam him.

Very very disappointed with the customer service I received tonight from this man. To imply those things is just over the top. I pay for all of my purchases on the Whataburger app, so that can easily be verified. I’m disgusted at how I was treated.

Love the food, but the customer service...

Utterly ridiculous service this morning. I was running late for work and decided "screw it, I'll be a couple minutes later if it means not working 8 hours on an empty stomach". I pull up, order two Honey Biscuit sandwhiches, and everything is fine. While waiting for the two cars ahead of me, I call into work and tell them I'm going to be late. (Was it ethical to do so while waiting in line at the drive thru? Not really, but I would have been late regardless). The cars ahead of me pull off before I can finish, so I hang back for maybe 45 seconds before pulling up. Nobody is there. Ok, that's kinda weird, but maybe they had to go do something. I wait a couple agonizing minutes, each second passing making me later and later. Nothing. I even see a couple people pass by, not even looking at the drive thru window. I'm frustrated by this point, and honk my horn. I know from experience you can hear that from inside. Nothing for another couple minutes. Entirely peeved, I honk my horn again, wait 30 seconds, and finally give up, driving off to work, even later and with nothing to show for it.

I work in a food service establishment with a drive thru. I know exactly what is and isn't acceptable behavior, and whether or not a wait is justifiable. That was completely and totally unacceptable. I don't care if it was early in the morning, I work at 5am too; I would certainly never do that. I was basically told by this Whataburger establishment to screw off because I made the drive thru employee wait an extra 45 seconds. Waiting 5 minutes for your order to be ready is understandable. Frustrating, sure, but not their fault. But this? Not even getting service? Ridiculous. Whoever was on shift at 5am on Saturday, October 12th should get a long and hard talking to. I will always give grace when it comes to things outside a service workers control, or if they're overwhelmed, but this was just pure contempt and apathy. I've had a pretty consistently solid experience before this, but I'm very, very unlikely to ever come...

I’m leaving 4 stars only because our order is correct 60% of the time. We’ve been regular customers of Whataburger Roanoke, TX since they opened. (At least twice a week). Honestly would not be our first choice (because of the long wait, lack of consistency and constantly leaving off items from our order) but they kinda have the monopoly on “fast food” after 9pm here.

Of course there’s always Taco Bell butttt… ya. The reason for leaving a review today is because not only did they forget items from our order last night, but it seems they blatantly did this on purpose. My son ordered (and paid for) a grilled cheese sandwich. He got 2 slices of Texas Toast wrapped in the paper that it would normally come in, with a sticker that said “grilled cheese”. The sticker literally said GRILLED CHEESE on it AND the receipt said GRILLED CHEESE. But sadly, inside the wrapper laid two lonely pieces of Texas toast. Not even a tiny shred of cheese on the bread.

Of course we always check our order and of course we always have to come back through to pick up the rest of our order that they left off, but I never actually open the sandwiches to make sure they are actually a sandwich rather than two slices of bread wrapped up, disguised as a sandwich.

I know you guys are super busy and I’m always polite to the people who work there, even when they forget half our order then make us wait another 20 minutes in the drive thru to pick up the rest, but can y’all maybe try a little harder? I mean, it was funny…a cute little jokey joke, but really guys?

Again pointing out, I’m leaving more stars than I originally wanted to. Not trying to bring down your rating. I just want you guys to realize the importance of consistency and it wasn’t cool for you to serve my son Texas Toast disguised as a grilled cheese sandwich.

I’ll post...