ComplaintsforWaffle House
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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Showed up to the Waffle House **********************************************. Every staff member there was standing outside smoking at the same time, doing nothing on there scheduled shift. I dont expect cleaning or astounding service, but I expect someone to be willing to take my order and look as if they want to do their job. Went to a different location since this one seems to not care. Ridiculous service even for a low end dine inBusiness response
07/02/2024
Unfortunately, we have no record of this customer contacting us directly via our website Contact option, therefore affording us an opportunity to investigate and address their concerns prior to their contact with the Better Business Bureau.
Since service and product related concerns are best investigated and addressed by the ***************** Team or Franchise Owner of the location visited, we encourage the customer to utilize the website Contact form we have available for customer's to voice their concerns. Once the customer Tells Us about their visit, including the specific location visited, date and time of visit, details of their concerns, and provided their contact information, a report is immediately generated and transmitted to the appropriate party(ies) for review, investigation, and follow up with the customer pursuant to our protocols and procedures for addressing customer feedback.
We are sorry to hear this customer was unable to enjoy their recent visit as anticipated and look forward to them utilizing our website Contact option at their earliest convenience to avoid any further delay in their concerns reaching the appropriate party to investigate.
Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Visited your Waffle House location today at **********************************************************. I ordered an all star breakfast meal. I paid $15.30 using my **** debit card ending in *****. Service was fine. I did take out. When I got back to my hotel room next door, I opened my food to white scrambled eggs, half white/half brown sausage patties and a waffle that's about an inch thick. This is very different from any waffle house I have eaten in recent memory. I tried it and I will not have anymore. My stomach already hurts not sure a coincidence. I would like a refund. I was not given or offered a receipt by the staff so I cannot upload one. Thank you. ...PS all information is included in this message.*********************** ************** ************************Business response
07/02/2024
We are in receipt of the comments entered by this customer via our website Contact option on 7/1/2024 at 11:44am EST. The comments and customer's contact information were immediately transmitted to the Division and Region Managers over the location visited for review and follow up with the customer pursuant to our protocols and procedures for addressing customer concerns.
We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to one of these ***************** members following up with customer soon regarding their concerns.
Initial Complaint
06/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I normally eat in the store, but today was different, ******* to get to work and.......The problem I have is that you place your order on line, and you cannot tell how you want your food prepared. If I would like for the cook to add extra seasoning, or cook my eggs well done, or cook my hash browns crispy. After placing your order you cannot speak to any one in the store, to give the information to, too make sure your food is how you want. I'm complaining about that there should be some type of way to express your concerns about your food. Please help with this small problem. ThanksBusiness response
06/28/2024
Unfortunately, we have no record of this customer contacting us directly via our website Contact option, therefore affording us an opportunity to address their concerns prior to their contact with the Better Business Bureau. Had they done so, we could have explained that the software necessary for our restaurants to be able to accept online orders disables the phone from ringing inside participating locations. Additionally, we would have explained we are aware there are some limitations with the recently rolled out online order portal. However,we are working with the team that created our online ordering software to expand the online ordering menu and add customization options.
We apologize if this customer was unable to enjoy their recent experience as anticipated and we appreciate their patience and understanding as we work through this new to our brand concept.
Initial Complaint
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to the Waffle House ****************************** on 6-15-24 to order food. Waited 20 mins to be greeted finally placed my order they were going soooo slow and after carefully reviewing the store, I asked for a refund. ***** was extremely nasty and **** kept trying to argue w me finally agreed to refund me refused to give me my receipt but allowed me to take a picture of it said I'd be refunded in 5 days here we are 8 days in NO REFUND. I took a video of the store it was filthy. I need my money back or social media will get a copy of the video showing the stores filth. Waffles irons caked up w batter and all 5 broke. Floor was nasty. Dishes liked up. I want my refund.Business response
06/24/2024
We are in receipt of the comments this customer entered via our website Contact option on 6/15/2024 at 4:40pm EST. Our records indicate the Division manager made attempts to reach the customer to address their concerns, however he did not receive an answer and therefore left message with his call back number. Unfortunately, to date (6/24/2024 at 12:21pm EST) there is no indication the customer ever returned the Division manager's call.
We are truly sorry this customer was unable to enjoy their experience as anticipated and look forward to them returning the Division manager's call at their earliest convenience to discuss their concerns.
Customer response
06/24/2024
Complaint: 21891133
I am rejecting this response because: they're lying absolutely nobody has called me to date NOT ONCE. I'm still waiting on a call I would have never filed this complaint. Furthermore why aren't they saying anything about my refund. I need a call or my refund ASAP. DON'T PLAY GAMES W ME. CALL ME NOW
Sincerely,
***************************Business response
06/24/2024
We're sorry if this customer did not receive the voicemails left for them and have asked the Division manager to make a final attempt to reach the customer. Since the Division manager will be calling from a cell phone which does not display 'Waffle House' on the caller ID, we strongly urge the customer to accept the call at the time. In the event they are unable to accept the call, they may check their voicemail after the missed call for a contact number where they can call the Division manager back or call back the number shown on their missed call history.Initial Complaint
06/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered food online.When I arrived at the location,the store was closed.Never got a refund for the orderBusiness response
06/24/2024
We are in receipt of the comments entered by this customer via our website Contact option on 6/23/2024 at 8:11am EST. Our records indicate the Division Manager attempted to call the customer within 7 minutes of receiving the customer's comments, but unfortunately did not receive an answer so he left a voicemail for the customer. As of today, 6/24/2024 at 11:15am EST, there is no indication the customer has returned the Division Manager's call.
We would like the Division Manager to address the customer's concerns, however in order for that to happen, the customer will need to return the Division Manager's call at the number left on the voicemail. We look forward to the customer returning the call at their earliest convenience to discuss their concerns.
Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
the employee ***** had screamed 3 different times at her employees and when one of them said they needed to go outside to cry she said if youre going to cry then just leave. Some costumers also came to the rescue of the employee and screamed at ***** this reflects how poorly she was treating people. Such a person should not be in a business and hurts your own brand. I hope to see action being taking against such behavior.Business response
06/19/2024
Unfortunately, we have no record of this customer contacting us directly via our website Contact option, therefore affording us an opportunity to investigate and address their concerns prior to their contact with the Better Business Bureau.
Since Service and product related concerns are best investigated and addressed by the ***************** team or franchise owner of the location visited, we encourage this customer to complete the Customer Contact Form on our website, making sure to select the specific location they visited, date and time of visit, details of their concerns, and include a phone number where they can be reached. Once completed, the appropriate parties will receive an official report with the comments for review and follow up with the customer.
We apologize if this customer was unable to enjoy their recent visit as anticipated, or if they missed the Contact link on our website and look forward to them completing it at their earliest convenience to avoid any further delay in the appropriate person being able to investigate and follow up with them regarding their concerns.Customer response
06/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
06/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Upon walking into the location there are dirty dishes all over the counter. The employees are arguing about orders and who was going to cook. The grills didnt look like they have been cleaned all day.Business response
06/10/2024
Unfortunately, we have no record of this customer contacting us directly regarding their concerns, therefore affording us an opportunity to address them prior to their contact with the Better Business Bureau.
We would like to have the appropriate ***************** team or franchise owner follow up with the customer regarding their recent visit. However, in order for that to happen, we need the customer to complete the Contact option found on our website for reporting customer concerns, making sure to include the following necessary information:
Name
Address
Phone Number
Specific Location visited
Date and Time of visit
Details of their Concerns
Once the online Contact option has been completed with the necessary details above provided, a report will immediately be generated to the appropriate parties for review and follow up with the customer.
We are sorry to hear this customer was not able to enjoy their recent visit as anticipated and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in getting their concerns addressed by the appropriate party.
Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There were cockroaches crawling around my booth and on wallBusiness response
06/04/2024
Unfortunately, we have no record of this customer contacting us directly regarding their concerns therefore affording us an opportunity to investigate and address them prior to their contact with the Better Business Bureau.
We would like to have the appropriate ***************** team or franchise owner investigate and follow up with the customer regarding their concerns. However, in order for that to happen, we need the customer to complete our website Contact option making sure to select the specific location they visited, include the date and time of the visit, details of their concerns, and their contact information. Once this has been completed, a report will immediately transmit to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures for addressing customer concerns.
We apologize this customer was unable to enjoy their recent visit as anticipated and look forward to them completing the online contact option we have available for customers to report issues at their earliest convenience to avoid any further delays in someone addressing their concerns.
Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
on may 24 I took my twins to the Waffle House on their birthday, and the customer service was just horrible, my twins was given two Waffle House hats to get two free waffles, and the waitress and supervisor denied them to use the two free waffle hats, it was not kind, friendly or professional at all. the hats that was given to my twins had no expiration date on them, and they flat stated they do not take them any longer, twins was disappointed in the rudeness of the waitress. the hats came from chapelfied elementary for good behavior, and they was told they could not use it. not acceptable for 2 9 years old..Business response
05/28/2024
Unfortunately, we have no record of this customer contacting us directly via our online contact option, therefore affording us an opportunity to address there concerns prior to their contact with the Better Business Bureau. In addition, the photo uploaded by this customer is our standard paper hat worn by our Grill Operators and passed out to patrons when requested. We are unaware of any type of paper hat being printed with any type of discount or free item listed on it.
This combined with the fact Service and product related concerns are best investigated and addressed by the ***************** Team or Franchise owner of the location visited, we would encourage this customer to utilize the Contact option on our website making sure to select the specific location they visited, include the date and time of the visit, details of their concerns, and a phone number where the customer can be reached. Once completed a report will be immediately generated and transmitted to the appropriate parties for review, investigation, and follow up with the customer.
We apologize for any misinformation that *** have been received regarding discounts available in our restaurants and look forward to this customer completing our online contact option at their earliest convenience.
Initial Complaint
05/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # ***************** WAFFLE HOUSE #**** ************************************************* At 8:24pm on May 11, 2024, I placed an online order at Waffle House #****. I immediately realized that this was not the location nearest to me and attempted to cancel the order online. There was no such option. I clicked 'Contact Us' on the website and got a message directing me to call the store. There was no other way to contact Waffle House customer service/online support/nothing.So, I called the store multiple times. I got a recording saying orders are not taken over the phone and to please visit the website. There were no prompts or other ways to speak to an actual person. I tried pressing '0' and other buttons to get to a live person, but nothing worked. Waiting after the recording ended for someone to pick up the phone just repeated the recording.At this point, I went to my email inbox and noticed an email with a receipt for the order. Inside that email was a link to a form to send Waffle House a message, but still no phone number or other means to get a live person to assist with this time critical issue. I did, however, fill out the form at 10:20pm on May 11, 2024. 10 days later, I still have no response to that form.Given that this business made it IMPOSSIBLE to obtain any type of order support/customer service or be able to contact the location manager, I am requesting a full refund AT A BARE MINIMUM.I have attached the receipt and email documentation of the form submission from later that night (all in one file).Business response
05/22/2024
We are in receipt of the comments entered by this customer via our online Contact option regarding their online order placed at the wrong location. Our records show the customer entered their comments on 5/11/24 at 10:19pm EST. In the event the refund was processed within 24 hours of the order being placed, the customer will not see a credit to their account, rather the pending charge disappears and the funds are released back to the account. If the charge actually posted to the customer's account by the time the refund was was processed on our end, it may take the customer's bank up to 10 business days to credit the funds back to their account.
Our records further indicate that on 5/14/24 at 6:24am EST, the Division Manager noted the customer's order had been refunded. He also indicated at that time, he had not received a response from the customer after leaving a voicemail on the number they provided. We encourage the customer to return the Division Manager's call if they have any additional concerns or questions regarding the refund on our side and/or follow up with their bank as to when they intend to credit the funds back to the customer's account.
We apologize for any inconvenience caused by the customer selecting the wrong location when placing their order may have caused and look forward to their bank crediting the refund we have processed to their account.
Customer response
05/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I can confirm that the refund was processed. However, the manager must have misdialed as I have no such voicemail from them. I would have never submitted this claim had I gotten that voicemail.Thank you for the quick resolution nonetheless.
This case can be closed with satisfaction.
Sincerely,
***************************
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Customer Complaints Summary
118 total complaints in the last 3 years.
59 complaints closed in the last 12 months.