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Business Profile

Restaurants

Whataburger

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for Whataburger's headquarters and its corporate-owned locations. To view all corporate locations, see

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Whataburger has 432 locations, listed below.

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    Customer Complaints Summary

    • 139 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/23/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was assaulted by the manager or supervisor of the restaurant . He thru a drink at on me from the window . I Order a meal and the burger was wrong and I show the cashier person at the window he took my burger and then the manger or supervisor came and started talking bad to me I had words back than he thru some kind of drink on me I called the police they came saw the wetness I received went in all I know they said that I was not aloud to come back and they seem to have no concern of what took place and did not take a report. I called and found that the police officer did nor report I tried to call the restaurant to talk to the person over the manager or supervisor did not get any response but to call back

    • Initial Complaint

      Date:10/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I waited in line for over an hour for an order. My order was due at 12:30 AM and I get to the window an hour later. Then they tell me its another hour for my food and refuse to give a refund and when I ask to talk to a manager they tell me they busy.

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Employee same assaulted my she spit in my face with her mouth less than 6 inches my face yelling screaming at me calling me a drug addict accusing me of being on dope and insisting my door dash delivery had onion rings when it never had onion rings *** is clearly not in her right mind and she had a whole gang swarm me her boyfriend or drug dealer out his hands on me twice after *** spit on me and he admitted all this confessed on camera infront of the cash register about 1:15am Wednesday October 16 2024 the door dash deliver for ***** C was to be ready for pickup at 1:19 am and it was not ready because *** kept making up imaginary items that werent part of the order and were apparently put to stock so she was creating reasons in her mind to ***** ***** C order and give. Me a hard time so after ***** gang members swarming me spitting on me physically assaulting me and then trapping my. Car so I cannot simply leave they want to force me to wait for the police to show up so they can give me a criminal trespassing warning and tell me if I return to Whataburger I will be arrested This is extremely wrong and I want an apology from Whataburger management and I want an apology from grapevine police department for having to ban me for these drug addict hostile gang members which include both employees and loiterers its all on camera *** and other employees attacking me calling me names and other gang members attacking me I want to be unbanned and have the criminal trespass lifted and an apology please hire new employee who do not use drugs and are not affiliated with criminal activity

      Business Response

      Date: 10/22/2024

      Thank you for letting us know about your recent Whataburger visit. We have created a case on your behalf and the appropriate party. For all service issues please place a formal complaint via our 'Contact Us' form at *********************************************.

    • Initial Complaint

      Date:10/14/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently placed an order through the app and was directed to curbside pickup. However, due to heavy traffic and visibility issues, I opted to go through the drive-thru instead. Upon arrival, the staff member rudely informed me that I needed to return to curbside. I was already in line, surrounded by vehicles, and had no option to move. When I finally received my order, it was loaded with onions, despite my explicit request for no onions, which is clearly indicated on my receipt. This raises concerns about whether the staff are adequately reading orders, paying attention, or simply being negligent.

      Business Response

      Date: 10/16/2024

      Thank you for letting us know about your recent Whataburger visit. We have re-escalated your case to the appropriate party regarding resolution. For all follow up service issues please reach out directly to our team via our 'Contact Us' form at *********************************************.

      Customer Answer

      Date: 10/21/2024

      Better Business Bureau:

      In response made by the business in reference to complaint ID ********, and this resolution is pending contact to vendor 

      Regards,
      ******* ****** *****************************

    • Initial Complaint

      Date:10/08/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 30, 2024 I visited the Whatburger location ************************************ for breakfast. I used the self service kiosk. I waited approximately 20 min without having received my meal. When I spoke to the female manager, I was told I could not be issued a refund because I used the self service kiosk. She could not give me an *** when my food would be ready. This is a fast food restaurant. I left the restaurant with no refund and no meal. I have contacted this company twice with no response to my complaint. I do not know where to turn. This is just not acceptable to run a business like this. Any help you can provide would be appreciated.

      Business Response

      Date: 10/16/2024

      Thank you for letting us know about your recent Whataburger visit. We have re-escalated your case to the appropriate party regarding resolution. For all follow up service issues please reach out directly to our team via our 'Contact Us' form at *********************************************.

    • Initial Complaint

      Date:09/13/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order online and showed up to pick up my order. The employee in the drive thru told me they only had burgers. The fryers were down and they didnt have soda either. I was not able to receive my chicken sandwich meal with fries and a coke. I have been calling for more than two weeks now and have not reached any type of resolution.

    • Initial Complaint

      Date:09/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Whataburger store *************************************** the employees are playing and deliberately messing up orders in that store. Today is 09/09/2024 my receipt ******. I went to the drive through and ordered a SSBB, no mustard. Instead, they gave a regular cheeseburger but I was still charged the full meal price. This is not the first time they have changed it. All FOUR of my last visits, my order has been the completely wrong or different or changed. FOUR times I am in tears, this is not right. I should get what I paid for, I don't change or ask for extras. I order a regular meal but I'm always given something else. I have filed a complaint with the ***************. It doesn't matter what, when I order a meal and pay for it I should receive what I ordered. I don't know why the employees have been making a joke and playing with people's food. There were two lines of vehicles, also with issues, because employees were playing with the food. It's not right. This has occurred FOUR times at this location. The employees need to stop deliberately messing up, FOUR times in a row is not an accident. Two lines of cars that need correct orders is NOT an accident. The employees are playing with the food, Whataburger needs to investigate *****************************.

    • Initial Complaint

      Date:09/09/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today at 12 am, i decided to order at this whataburger location ****************************************** I ordered a honey bbq sandwich and waited almost ******************************************************************* there and they dint even get my order right.They put some type of sauce on my sandwich. I only asked for a $12 order its a shame that this whataburger cant even do that, to make it worse this is not the first time this has happened.

    • Initial Complaint

      Date:08/30/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Places order at 10:41am at the store # ****. We were there because I was having surgery down the street at 11:30am. It would take me 15 minutes to get to my surgery location. At 10:55am I went to the counter to see when my order would be ready. The drive thru was cleared out, and we were the only people in the lobby when we ordered. They said a few minutes. I assumed that I could just get it to go if it was ready in the next 5 minutes. Here comes 11am and my order is not ready. I walk to the counter to get a refund, and there was no employee at the counter. There were 3 other people in the lobby, and one person received their food. WHO WAS NOT THERE WHEN I WAS. So, I walked out since every employee ignored me. I called and by some miracle the phone was answered. I asked to speak to the manager, and magically the manager answered the phone. Asked the manager for a refund, they did not ask for my order number or anything. After a 5 minute hold, the manager returned to the call and stated that I would be refunded. I highly doubt that will happen. Also, no apology, no trying to make it right, just inexcusable service. I needed to eat to take a medication before my surgery, and thanks to ypur employee choosing to feed someone else AFTER ME, I did not get to eat. So, why did this specific restaurant choose to feed someone after me and my spouse? We ordered 2 burgers, one fry, and 3 count chicken strip with gravy. This was my last Whataburger in the ******* area that had decent customer service. In the past, I have been asked to wait an hour for an order after placing it through the app. Waited 30 minutes in the mobile parking in the drive thru. Not had a full menu available. And the best one, hair in my burger. My spouse was born and raised in ***** and Whataburger is a staple to them. To be continually disappointed by this company is disturbing. Your food is not difficult to make in my opinion. *email only*

    • Initial Complaint

      Date:08/28/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      3 days ago an order was placed utilizing the whataburger app. The order was rather large and we had a request for well done bacon so after the order was placed I went inside to request that. Long story short, 40 minutes later I went inside to check on the order and at that time I was informed the store had no tortillas to make 3 meals on my order. At that time I was speaking to the manager on duty ********, I expressed irritation, I was then asked if I wanted them to make the other half of the order at that time I asked if the missing items could be substituted and was told they dont really do that because it would throw off inventory. At that time I reached out to their customer care team to express my frustration with the timing as well as not being informed and cancelled the order. At that time I was told that a refund request would be initiated but advised no time frame could be given. The next day I reached out again since I had not heard from anyone and was again advised no time frame available. I then requested someone contact me for a second time. And demanded my held funds of ***** which has been fully processed on my account! The next day I received a call from another mgr at that store, she offered an apology and tried to pacify me with a free meal for not getting the FIVE meals I ordered. I declined but advised I wanted my money back that I still havent received. Later that day I missed a call from ****** the Market Manager for S. Tulsa. I returned her call and left a voicemail for her to call me back but never received one.

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