Whataburger — Restaurant in The Colony

On 9/29 at 12:31am, I ordered two meals on the app and selected the option to dine in. Upon arrival I stood in the area at the counter for online pickup. After a few minutes of waiting for my meals an employee grabbed a bag and walked up to the counter and I heard him say "Mark, #26!" When I asked him for clarification if he said the name Mark, he turned around and walked off. I know he didn't hear me ask him a question because they were very busy and he was rushing to get orders out. When he returned, I asked him again, "I'm sorry, did you say the name Mark on that order?" and he politely answered "no sir, it's #26." I said ok and continued to wait. At that time, an elderly woman working the front counter told me "if it had been for Mark, we would've said Mark!" I said, "Excuse me? I dont need you to be rude to me ma'am, I was simply asking for clarification." And as I was having that exchange with her she was walking towards her office behind a partition. Other customers that were waiting were surprised by her comment to me as it was totally unwarranted. After she walked in to her office, I asked another employee what that rude employee's name was and why she was wearing a light blue button down as opposed to a regular uniform. She told me her name was Paula Wiggins or Higgins, they weren't too sure of her last name but they did inform me that she is a manager there. I was pretty upset at the moment when another employee asked me if I had been helped. When I mentioned to her that I was waiting on my food, she asked my name and checked the status of my order. She noticed and repeated that one of my drinks on the order was a cup of decaf coffee which I confirmed. At that point the "manager" Paula came out of her office and the employee asked her "do we have decaf coffee?" to which she replied "no, and dont make any because we'll have to throw it all away after just pouring one cup." The employee told her, "well, this customer ordered a cup of decaf" and she tells her employee "just give them regular, they won't know." I overheard the whole conversation and I immediately told her "no ma'am, you will either give me what I ordered and paid for or you can just cancel my entire order!" At that time, it was obvious that Paula didn't know I was the customer that had ordered the decaf and she quickly retreated to her office. I have never been treated with such disrespect and made to feel as unimportant as this "manager" made me feel that night. I've made an online complaint on the Whataburger app and I have called their Customer Service line to file a complaint and both times I was told that "someone wll reach out to you in 2-3 business days." It's been 9 business days and I have yet to hear from anyone from Whataburger. This is a shame. I have never been treated like this at any other restaurant so I guess I will continue to frequent those establishments because Whataburger is not at all concerned about how their management treats their customers. Do not visit this place unless you wan to be...

Went to this location 2 weeks ago and the order online was good to go. But went here today, and I was the only person in the drive through after I placed the order. I paid for my food at 9:38 AM which was a Bacon Breakfast on the Bun meal. I sat there waiting at the Drive though window for about 8 minutes before I waived for a least 15 seconds trying to get the attention of multiple workers in view of the window, before knocked on the window asking if they forgot about my order. I could see multiple people standing in the front of the store, just talking and having a good time during this 8 minute wait. The gentleman who took my payment never came back. The girl who answered my knock, said they didn't forget my order, then asked my name, even though there was no one behind me and one person in lane 2, who just pulled up, then told me that my order was ready... Which told me the order was just sitting there..... She gave me my meal, as I asked for the manager..... He came to the window, I Explained the situation and what I observed to the manager, in which he started making excuses, and said we make every order fresh and every order is different, and needed time to make the egg (appreciate the fresh and understand difference in order), but 8 minutes to make an egg???? He told me the people in the front have nothing to do with the Grill..... I explained, that this behavior was bad for business, and I just wanted hime to know.... which instead of acknowledging, he just said - like I said, and repeated the same thing. I pulled away in disgust. Then I took a bite into the hash brown and the 1st one was good, but then the 2nd as I was chewing it, and I was chewing something that wasn't food, pulled it out my mouth, and it was a piece of plastic...... Really??? Not...

I love Whataburger, but the staff at this location broke my heart. I am disabled and am accompanied by a highly-trained, clean and groomed, uniformed service dog. I walk with a cane and a limp, and it is obvious that I am physically impaired. Upon reaching the counter to order, the cashier asked for documentation to prove that my dog is a service dog. (Incidentally, anyone who offers proof of their service dog's certification does NOT have a real service dog; they bought the paperwork online so they can take their animal out on the town with them.) Discretely, I informed the gentleman that his question is a violation of the Americans with Disabilities Act, and he summoned the MOD.

The MOD came to the counter and immediately asked for documentation, and I again explained, quietly, that it was illegal for him to ask that question. He immediately became surly and rude and stated that his superior required him to ask that question because customers didn't want a dog in the store. I recommended, respectfully, that he visit the Department of Justice website and educate himself and the staff about service dog/handler protocol so they could avoid lawsuits by disabled folks who sue for sport.

The MOD continued to protest and treat me like an ignorant, second-class citizen. It was clear that he had no interest in treating me respectfully or learning about the ADA's requirements so he could to protect his management, his store, and his staff.

My party and I left the store saddened, feeling very small, and without purchasing anything. We went to another location (445 S Central Expy, McKinney, TX 75070), purchased meals, and enjoyed being treated exactly the same as every other customer in the building by their professional,...