Waffle House — Restaurant in Sandy Springs

Concern Regarding Service and Food Preparation at 6445 Roswell Rd Atlanta, GA 30328 (Sandy Springs)

I am writing to share my ongoing concerns about the quality of service and food preparation at your 6445 Roswell Rd Atlanta, GA 30328 (Sandy Springs) Unfortunately, my recent visits have been consistently disappointing, and I believe the issues need immediate attention.

During my most recent visit today around 11:20pm tonight , I ordered a Texas Bacon Patty Melt with no bacon. What I received was simply meat and cheese missing the grilled onions that are part of the standard sandwich. When I asked the cook about the onions, he responded dismissively, stating that I requested “no bacon,” as though that explained why onions were omitted. A new staff member, “Zay,” who has only been at this location for a few days, actually stepped in to clarify my order and ensured onions were added. However, the cook did not remake my sandwich properly and seemed unwilling to correct the mistake. He even asked to put the onions on the stove, even though he’s not even a cook and that’s till they no thank you and The cook continue to sit down.

This is not the first time I’ve had issues with this same cook. On multiple occasions, orders have been prepared incorrectly or intentionally disregarded. For example, when extra sides are ordered, instead of being served separately as policy requires, everything is piled onto one plate. Additionally, his behavior toward customers and coworkers is unprofessional. He often dismisses concerns, does not listen, and shows clear disregard for Waffle House standards.

I have already mentioned these concerns to another manager at this location, but the issues continue. On this last visit, the cook was also observed engaging in inappropriate behavior with a coworker while neglecting customers. When I raised concerns about my food being prepared incorrectly, he responded in a way that felt dismissive and intentionally unhelpful.

I value Waffle House and have always enjoyed the food and service at other locations. However, the recurring problems at this particular store are unacceptable. The cook in question clearly needs retraining at minimum, but based on repeated incidents, I do not believe he should be in a customer-facing role until his behavior and performance meet company standards.

I hope this matter can be addressed promptly so that customers can receive the quality service and hospitality Waffle House is known for.

Thank you for your time...

It was unimaginable that in 2021 that establishment full of African American employees would totally ignore the only two African American customers while they ran around feverishly waiting on, and appeasing white customers. Here is what happened, I took my car to the dealership this morning and decided to walk over to the Waffle House to get breakfast since my car was in for repairs. I and a white older lady walked over to establishment at the same time. She sat at the counter and immediately a server came to take her order. I wanted a To-Go order and stood at the counter under the big red sign that said To-Go order. I stood there so long that even when the lady that walked over with me got her order, I was still standing being ignored. Finally that same server came over to ring something up on the register, and I asked is this where I place my order, she looked at me and did not respond and went over by the drinks and started doing something else. I noticed an older server at the end of restaurant cleaning a booth and asked would she please take my order. She came and took my order and gave it to the cooks. It was at this time I noticed a young black lady standing where I was previously standing being ignored also. She waited for awhile and after she saw that no one was going to acknowledge her, she stated to the server closes to her that she had been waiting a long time for her To-Go order and that just like me she had seen people come in after her get service before her.

When my order was ready, I expressed my concern to my server Chantay, who I might add was the only server wearing a name tag. She couldn’t have been nicer and apologized for the other servers. The two servers that were ignoring African American patrons were two young African American females, the one that ignored me was named Candi. I expressed to my server that they should not assume that because we were African American that we would not tip and that automatically the white patrons would tip. I proved this with the $20 tip I gave my server. I will never patronize this establishment again because my kind, nor my money is...

I have taken my grandkids to this Waffle House for dinner a number of times - it's their FAVORITE place. The last 2 times have been "interesting." Over a month ago the 3 of us placed our orders. The server was very polite and did a good job. However, when I asked for eggs over easy, she said the cook had to leave, and she didn't know how to make those eggs. So we went with scrambled. Our sever actually cooked our dinner - so hats off to her! 5 star for effort and positive attitude! Our last visit was the deal breaker - and we will never go back! The servers were nasty and had a major attitude. After we placed our order, parts of the meal all came out at different times. My eggs were delivered first - and sat there for 10 minutes (no exaggeration). One customer walked by and commented, "Those eggs look pretty lonely!" Then my granddaughter's chocolate chip waffle came out with no chocolate chips. About 5 minutes later we each got the bacon. Then I had to remind the server for the OJ and my coffee - which ended up coming after we finished our meal. THE FINAL DEAL BREAKER was when I walked up to the register to pay. There were FOUR staff sitting in the corner together, just having a good ol' time. Our server and 2 others even made eye contact with me but kept talking. Finally I politely asked the group, "Could someone please check us out?" Okay, it is tiring to constantly hear people complain about racial profiling, but I have to jump on this. News Flash - it works both ways. Profiling is just bad attitudes from PEOPLE, not always based on race. I'm white, my grandkids are white, all the servers were racist. Finally, THE COOK WAS AWESOME!!!! DURING OUR MEAL HE CAME OVER A NUMBER OF TIMES TO ASK IF WE NEEDED ANYTHING. Great guy, professional, and much appreciated. Fortunately HE was a real gentleman and NOT racist against us, unlike the rest of the people...