Whataburger — Restaurant in Rowlett

Always expecting to wait longer in a Whataburger line vs other fast food chains. Went to this location at midnight and it took 15-20 minutes to get to the speaker. I told the employee I had a mobile order & was instructed to move over to the right drive thru lane & my order would be out shortly. My order was estimated to be finished within 10 minutes via the app. So I waited & waited & waited. After numerous cars behind me received their food & left & 25 minutes later I decided to call the store (couldn't go inside the store because dine in was closed). I verified that I wasn't forgotten about & the employee said they were making it. So I again waited & waited & waited. After another 25 minutes, yes I had been at this Whataburger location for over an hour for an order that was estimated to be completed within 10 minutes...I called the store AGAIN. This time I told the employee I wanted to cancel my order & receive a refund. His literal words were "FUNNY THING, I JUST FINISHED YOUR ORDER". Not sure what's "funny" about that, but regardless it still took this employee another 8 minutes to bring my food out. Imagine how shocked I was when I see it was the manager on duty at the time. 😬 He hands me my order & I ask where the drink is? He says "there wasn't a drink". Then he looks at the receipt taped to the bag & says "oh, medium Coke". When he returns w/the Coke I tell him I've been waiting for an hour & 20ish minutes for my order. He tells me "we are short staffed". Instead of trying to fix the problem he gave me excuses. At that point I didn't even get into the fact that several cars that placed orders way after me have already received their food & were gone. He would've shrugged his shoulders & given another excuse. I had my Doberman in the back seat whining & my 14 year old son complaining in the front seat next to me by the time we left. When I arrived home my husband was asleep & never ate his burger. I ordered a chicken melt sandwich, medium Coke, patty melt, sausage biscuit & bacon biscuit. $24.50! I notified corporate through the app only to be given a free "treat" worth an entire $1. I'm going to demand a full refund. My doberman had the patty melt! Sh*t happens, but then to be treated so poorly after the fact not only by the MOD, but by their corporate complaint department too. Still not 1 person has said "I'm sorry you waited an hr & half for your pre ordered food". WTH?! I'm not difficult to please. Do yourself a HUGE favor & go to the Wharaburger across from Super Walmart down 66 a few miles towards Garland. I went through their drive thru last night, ordered the exact same thing & they were kind of enough to ask if I was willing to wait 7 minutes for the chicken sandwich. 7 MINUTES?! Lol. Absolutely I'll wait 7...

I can get to this Whataburger in 3 minutes, yet I intentionally drive 20 minutes to the corporate Whataburger because the franchise that runs this one is that bad.

This review has 2 parts. Management and service.

Management: The owners of the franchise Whataburger of Mesquite aren't the smartest people. They kept an extremely unqualified general manager working at this location for about half a decade. The G.M. thought there were 100 minutes in an hour and thought Mesquite was spelt "Mysquiet". Said G.M. would take 0 responsibility for anything wrong that happened, 100% responsibility for anything good that happened, and played her own "workplace politics" games. She couldn't operate any station without several severe mistakes, whether she was taking orders or cooking. On numerous occasions, said G.M. would put assistant managers between a metaphorical "rock and a hard place" simply because she didn't like them. She would instruct them to do something that would mean immediate termination if the Assistant Manager followed her instructions because it broke code/rules, or they wouldn't do what said G.M. asked and they were fired for insubordination. And that barely even scratches the surface of her inadequacy to manage. Even though she no longer works there, the damage from her management is still very visible. The fact that the owners let such an incapable manager remain for so long should be enough to understand why almost every single Whataburger in the Whataburger of Mesquite franchise has poor customer service.

Service: Times are horrible (often 10-15 minutes for a single $10 order with nobody else in the drive through). My order is more often incorrect than it is correct, and is almost always missing something. I check my order every time I order from this location.

On one occasion, I had to habe my burger remade 3 times. What I had ordered: #4 Jalapeno burger (comes with cheese by default) plain and dry What I got originally: A Whataburger with cheese What I got the after the 1st remake: A top bun, jalapenos, and a bottom bun - no meat, no cheese. What I got after the 2nd remake: A #4, plain and dry, withoit cheese. What I got on the 3rd remake attempt:...

I went to this location on Feb 18 because I was craving a breakfast burger on a jalapeño biscuit. At first, I was a little early...it was 10:45pm and I knew I might have to wait. I asked at the drive through speaker if I absolutely had to wait until 11:00pm to get a breakfast sandwich. I didn't get a pleasant response at all. I got a "Nah, we won't do that before 11:00." That wasn't really a problem for me so I decided to wait in the parking lot for 15 mins(really not a big deal for me.)

So 11:00 rolls around and I pull up again. I try to order my desired Whataburger sammich. I get this combination at Whataburger restaurants all over the metroplex regularly, but at this location the lady operating the drive through speaker refused to make this substitution saying that they could not do it. I mentioned that I get this at other locations all the time, but she still flatly refused insinuating that I am stupid and this simply can't be done at Whataburger. I didn't feel like arguing after already waiting a quarter of an hour for this delicious sandwich so I took my business West down 66 across the lake to Whataburger 806, as my receipt indicates their store number is. They made my Breakfast Burger (Sub jalapeño cheddar biscuit) with no arguments whatsoever. This is unfortunate because I live on the East side of the lake and would prefer to drive less than half the distance when I want this food, but I guess I have to go across the lake. #SadFace

Note: See how they don't even charge for the...