Whataburger — Restaurant in Tucson

Horrible customer service tonight. I've been going to this location for years. Never once had an issue with my orders before. But after tonight, I don't think I'll be back to this location and will probably be going really far out of my way to avoid coming here.

I decided to try out Door Dash for the first time since I've been getting free delivery promos for a few days now. (I'd also give them 0 stars by the way). I placed my order and had the food delivered to my house. I asked my driver if she received my drinks, she told me she didn't even receive any from Whataburger. So I decided to shrug it off since I really don't need soda anyway.

Then I go through the bag and start separating my food out from my husband's. I was missing two orders of fries. I was starting to get mad. I paid over $20 and got jipped. Big time. I tried contacting Door Dash's customer service line first to see what they can do, and I was really hoping a refund would be in order. They hung up on me before I could even tell them what was going on. So I decided to call Whataburger and explain what was going on, hoping maybe they could do something.

I spoke to Sam, and on the phone he was really nice and helpful. He told me to just write down what was missing and to give his name. When I went back to the restaurant, he would just give me my missing items. I thought it would be better to just print out my Door Dash receipt and taped the "receipt" that came with my messed up order to it so I can have proof of what I was wanting.

Here is why I am giving my 1 star because I can't give 0. I entered the store, and gently asked for Sam. I guess there was a second manager there who immediately took that as a chance to show dominance. She instantly started running all around the back saying that someone was wanting Sam and wanted to know what was wrong.

I really didn't want to talk to her because I was really happy with just talking to Sam because I already explained what was going on. I awkwardly just stood to the side and tried explaining to her what was going on hoping that Sam would show up. I regretted my decision to even try to beg my missing items. The other manager lady, whose name I didn't get but now regret just worked her hardest to make me feel stupid. She kept saying that "they" ordered the food wrong. I explained there was no "they" because it was me and I knew what I wanted to order.

She looked up the receipt in her system and tried to prove that the order I received was correct. I asked her to explain the pricing differences. I ordered everything as meal combos and she showed only single items. I didn't want to have pointless circle disputes over fast food, so I said ok, and was going to let her win this battle and start heading out since I was already having a bad day and now got into this situation.

She stated filling up a bag with fries and grabbed two large cups. I told her no thanks and tried to leave again. She just pushed them back at me and I reluctantly took the items. I just wanted to pick up my items and go home, not be told I'm stupid and made to look like I'm looking for a freebie.

Horrible customer service, especially coming from someone who is supposed to be a manager. Never once did I think I'd be treated like poop for wanting a correct order. I've even had McDonald's treat me so much better over messed up orders. I once had an entire meal comped and replaced at a McDonald's simply for noticing a burger was missing a slice of cheese and asking just for the slice so I could put it on the burger myself.

As I said before, I'm going to still eat at Whataburger, but I'm going to go way out of my way to avoid this...

Returning to public reviews after a several years absence please forgive me if my review isn't professional.

Having lived in several states during the span of 20 years I've been presented with exceptional customer service and experience from numerous franchises and corporate restaurants.

Present day: Tucson AZ, It seems that the community of the the city of Tucson has an ongoing difficulty understanding the notion of exceptional customer service and quality.

I've visited several Whataburger locations in Tucson and this location has failed many times. (Three to be exact). The first was five months prior and it was a simple and possibly understandable mistake, my sauces were missing. I forgave this.

Jumping ahead to November: I don't know if it's due to my ignorance or if I'm expecting too much of a business that serves food to maintain quality and service to a higher standard but I'm flabbergasted by the issues that seem to be plaguing this location. How can two separate orders be incorrect/late within days of orders placed even having brought the issue to the attention of customer care. Is it me? Am I disliked or is this just the normal expected service one receives in 2023 in Tucson, AZ?

I firmly believed Whataburger was capable of doing better than other restaurants. It's Whataburger! I had no reason to contemplate otherwise. Alas this for me is the end of many things. There are those who simply accept and say nothing and people such as my self who speak up and yet the issues aren't rectified. Pointless and futile isn't it?

I may edit this if there is any change at this location or if customer service reached out to me again.

Have a great day, Tucson. 🤙🏽

EDIT: Update, I've been issued more point to help make the mistake right according to Whataburger. However points don't rectify the problem and it's quite insulting to think I'd want to revisit to simply experience the same issues again. Free food is a hard pass for me. I'd rather skip this establishment. You people should too. Thanks...

I hurts me to give Whataburger such a low rating. I am a big fan the the restaurant. Unfortunately this one isn't doing it's part to keep up with what most people have come to expect for Whataburger. My order was taken by a girl who really didn't want to be bothered. I placed my order and said I wanted fries and a sweet tea. She rudely informed me that it was self serve. I went to sit a table and await my order. Due to Covid restrictions some tables could not be sat at which makes sense but what bothered me was the fact that the 3 empty tables were empty because they were not cleaned. Now I get it if this place was slammed and tables were turning at a very fast pace but when one of the managers has time to stand around with his hands in his pockets and flirt with the girl at the counter then my assumption is that either he or she could have been cleaning these tables so people had someplace to sit and eat.

Once my food was brought to my table by the same girl that took my order I tried again to be polite and said thank you. I got a don't bother me look from her as she turned and walked back to chat with the manager type person.

The food was ok but not enough to make up for the service or the cleanliness or lack there of.

Just disappointed. I expect better from this wonderful...