Whataburger — Restaurant in Tyler

Edit: the below review was the bad experience I had initially provided. I have changed my review from a 1 to a 4 star because they made a very strong effort to fix my situation. The local and district manager both contacted me in attempts to make this right, and I have seen a change in both the attitudes and service since writing the review (It probably helps that now the manager recognizes me 😂). Below is my first review and experience.

This should not be considered a "fast food" restaurant I arrived in the drive through at 12:30 AM, to grab a quick bite. I waited there for 15 minutes, and the line never moved. So, I parked and went inside. I waited at the counter, where there was no line, and no worker present for 10+ minutes. Finally, my order was taken at 12:56 AM. It was just me and my brother, with no special or weird orders. Just a burger and a biscuit. Our food didn't arrive until 1:13 AM. I would have gone somewhere else, but What burger is unfortunately the only place...

Went to their drive thru last week and I drove off after they gave me a bag (which I later found out contained only the drinks and no food). I contacted their customer service and their manager, Kim, immediately reached out to remake the entire almost $50 order. I presented the receipt today and Kayla, who was kind and polite, and her manager took care of the rest and remade the entire order. Glad for such great customer service, even though the fault was mine for leaving early. And the best part was that the food was awesome. Thank you! You've made a...

I have never been so disappointed in this establishment on Gentry Pkway Tyler, Tx. I ordered a sandwich and I wanted the bread toasted. When I got my order the bread was burnt. It was totally burned. What is going on that you serve burned 🔥 bread. You need to get a new cook. Someone trained to cook and not burn it. Then have the audacity to serve it to your paying customers. I gave you 1 Star for effort. So long Whataburger! You were good at one point. Not wasting my hard earned money on this particular establishment. Shame...