Whataburger — Restaurant in Stockbridge

It is 6:12 PM. I left the drive-through two minutes ago after being there forever. The place is very busy, which is good for them. It should mean there is no possibility of me receiving cold fries. But here we are. Cold chewy stale fries. The only way I can fathom that is happening is if they are pre-prepping the bags adding the fries long before you were able to pick up at the drive-through window. The only thing I could fathom that would make it possible with the restaurant being this busy. They should be having to turn out fries like crazy. So please. There should never be a scenario where the burger is hot and the fries are cold. Also, the next issue I have seems to be an issue with either training or how your system turns out order details. If I order a burger, adding ketchup and mayonnaise, it shouldn’t mean that I lose the mustard. And yet, I’ve noticed whether I order in person or online, the receipt doesn’t mention mustard and instead will say something like plain add ketchup add mayonnaise. Now I understand supposedly your people are taught playing just means no garden. I’ve worked at restaurants before and playing generally meant nothing on it except what you add. So maybe something is lost in translation? I’ve spoken to managers at other locations before. I’ve been to about five Atlanta area locations and this is a repeat problem. It was never an issue for the past two decades if I go to Florida or another state that the restaurant has been around for a while. So either you need to be perfectly explaining this to employees, but the fact that this is the only fast food restaurant that ever gets this kind of order wrong tells me that it has something to do with how your system shows it to the food prep area. If I order in the app at a location that allows app ordering, if I add ketchup or mayonnaise to a sandwich, it shows all of them there when I look at my sandwich details. But once I total out and get the final receipt, sure enough, it will say plain followed by mayonnaise and ketchup. And I end up with no mustard. Please, add this to whatever screen your food prep looks at instead of letting them do the guest work since it seems to be completely lost in translation that plane doesn’t mean no mustard. Since it happens at pretty much every restaurant in the Atlanta area, I’m going to blame the technology and what is not being shown. There’s no way that everybody is getting it wrong all the time otherwise. And this is over the course of somewhere near 20 visits across five locations.

Also, if I’m scanning my app to get rewards, it is a huge liability for your employees to have to be carry my phone inside the restaurant for five minutes or more. First off if anything delays sure enough the phone screen will lock and they will not be able to scan. Secondly, it puts both the patron and the employee in an awkward situation as some people do not have proper lock on their phones, and it could lead to those possibilities of someone being tempted to engage in identity theft using someone’s phone. Or privacy invasion. Or thirdly, they trip or drop the phone on the way to or from the customer. They crack the phone. Who’s going to be liable and responsible for the damage? I’m told the iPads are not currently working or whatever you guys are running. You either need to have employees equipped to take payment in front of the customer, or, have payment scanning machines there in the drive-through. The problems I’m having have never been a problem if I go on vacation and visit...

I previously posted a 5 star review for Whataburger in Stockbridge, but I had to post an update after my visit to this location yesterday. This was our third visit and we were so disappointed. There is nothing worse than a restaurant being inconsistent with service and food. Upon entry, there was no one at the counter. We waited for a bit expecting someone to appear, but that didn't happen. There were other customers placing their orders on the kiosk so we did the same. After placing our order, the ticket stated to go to the counter to get your drink cup. No one was present at the counter to ask. We had to wait until someone appeared from the back to get the cup. We didn't have to wait long to receive our food and after seeing what we received, we understood why. The fries were limp and luke warm. They were not fresh, you can tell they had been sitting awhile. The burgers were thrown together. There was very little condiments and other fixings on the burger and it too wasn't hot. My drink was missing from my tray. So, I had to wait at the counter for someone to reappear to ask for my drink while my food sat even further. After requesting my vanilla shake, I returned to my seat to consume food that wasn't hot upon receipt. I got my shake, tasted my shake, and returned to the counter to wait again for someone to show up. The shake wasn't good. It tasted weird. Almost as if an ingredient was spoiled. I received a cup to get a fountain drink. By the time I returned to my seat, I was no longer interested in eating. I drank my fountain drink, consumed my apple pie and threw the rest of the food away. I'm not sure what's happened to this location but the food was lack luster compared to our first two visits. You can tell that no one in that kitchen is taking pride in the food they are servicing to customers. It was bad enough for me to never return. I'll go back to Culvers in McDonough where the food is always served...

I sat in line for over 20 mins waiting on my meal. Once i received my meal it had one chicken tender in it. I never left the drive thru and I stopped one of the female employees and asked how many chicken tenders come with the meal, she said three. I then asked why does my box only have 1 chicken tender. She took my box back inside. In the mean the mean time, I got out of the line and drove to the front of the store. I requested to speak to a manager and this guy walks up and explains to me that he doesn’t know what happened because he personally packed the box and that he recalls packing it with 3 chicken tenders. I explained to the guy, if it was packed with the correct amount, I wouldn’t be standing before him in the store requesting the meal be fixed. I told him I never left the drive thru. He then proceeds to say that, I’m confused because I know I packed this box. So then I asked, “Are you implying that I possess the other 2 chicken tenders?” He then says, I don’t know, I’m just confused. So I then asked to speak with the owner a guy name Solo comes to the front. I describe my experience and let him know from this experience alone that I will never patron his store again. I explained to him that the reviews speaks volumes and I confirmed it with my experience. He then proceeds to say that those reviews don’t mean much, that the staff only had 3 weeks of training and they expect for the upset people to put negative reviews. I explained to him as a leader, I understand the unforeseen circumstances, staffing challenges, and supply chain mishaps that lead to negative experiences for guests. However, when you have a guest telling you the opportunities to work on in order to improve the experiences of future patrons, it pays to listen to and read those reviews to help your business flourish and sustain. I will never patron this...