ComplaintsforWaffle House

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Visited Waffle House in ************** (#****), Arrived at establishment and attempted to place a to go order. I was instructed by staff that they were instructed by corporate to stop accepting to go orders. This was largely an inconvenience due to having a large family and attempting to have comfort food on a vacation. I believe we were denied to go service because of personal preference. I would like to be contacted regarding this issue.

  Business response

  09/06/2022

  Unfortunately, we are not immune to the staffing crisis or supply chain shortages plaguing every industry across the country. If the ***************** Team or franchise owner of the location feels a supply or staffing shortage and/or inexperience of newly hired Associates will hinder the customers experience, they may choose to temporarily limit the services available. These decisions are made on a local level based on their staffing and supply reality.
  
  If this guest would like to speak to the ***************** team or franchise owner of the specific location they attempted to visit regarding their need to temporarily alter from our standard business model, they will need to complete our website Contact Form making sure to specify which location they attempted to visit, when, and phone number where they can be reached. Once completed, the guest's feedback and contact information will be forwarded to the appropriate party for review and follow up with the guest.
  
  We apologize for any inconvenience and appreciate our customer's patience and understanding as we work diligently to rebuild our workforce and work with our suppliers on delivery issues so we may return to our standard 24/7/365 business model.

  Customer response

  09/06/2022

   
  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

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday August 26 my boss ********************* informed me that I was suspended for one week and my co worker was fired for using to go trays now she is telling me I cant have my regular schedule back this is unfair and I need to know what to do please contact me asap on this situation she has threatened me and my coworker with our jobs since she started there I have been employed with waffle house since 2008....please I need to speck with someone about this matter

  Business response

  08/31/2022

  THIS IS NOT A CUSTOMER, This is an employment related issue. From the moment of hire, Associate's are told if they feel they have an issue that needs to be reported, they are to contact the Associate via the Associate Hotline contact information posted in the back room of every Waffle House restaurant.

  Although Waffle House does not offer 'set schedules' or 'guaranteed schedules', our management teams will make an effort to accommodate our Associates requests for specific days and/or shifts. If this Associate is not happy with their post-suspension schedule, they need to discuss it with their management team and/or the Associate Hotline.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was an employee for 9 years, I was accused of assault on my district manager and was told I was suspended until further notice until an investigation. I never got a call I tried calling and when I did they told me I was on the **** I was always on time, did anything was asked of me and wasn't even written up. Prior to me having an altercation with my district manager I was threatened my another associate.

  Business response

  08/29/2022

  Unfortunately, this is an employment related concern for which the Associate needs to contact their Associate Hotline if they feel they have an employment related issue that needs to be reported. An adequate investigation into their concerns cannot be completed until they have contacted their Associate Hotline.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the restaurant on July 24, 2022 and this was my third time coming to this location. There were three cars in the parking lot and the white man employed there stated it was closed and that was after i had sat there for 2 mins. All the cars in the parking lot were employees. The employee proceeded to tell me that he was by himself and that is why the restaurant was closed. There was no closed signs on the door he only told me the store was closed. I asked the employee for his managers information and he refused. Then shortly after refusing to give me the information to the manger he stated he was the manger. I asked where did the other cars come from if he was the only one there. Then i seen one employees come out the back of the store and i asked where they open or closed and he stated to me You would not be in here if the store was closed. This was said by another employee coming out of the restaurant. When I asked to be served the WHITE employee called the police stating i had pushed him down and assaulted him and i had a gun and none of that was true. There were other customers who showed up during the incident and the employee told those customers that he was closed because of me because i assaulted him but at first he was closed because there where no employees there because he was alone. That was not true because i saw an employee come out the back. The employee was trying to get the police to show up with guns drawn. I finally left after some other customers encouraged me to leave so there would not be a black man getting shot down for nothing. I returned to the restaurant the next morning at 6am to speak to manager and the whole restaurant was closed down. This incident happend ONLY on 3rd shift with the white employee.During the day i have never had this problem. Every incident i had was always on third shift.

  Business response

  07/27/2022

  Unfortunately, we have no record of this guest contacting Waffle House directly via our website Contact Form, therefore affording us an opportunity to fully investigate their concerns.

  We would like to have the appropriate person follow up with them. However, in order for that to happen, we need the guest to complete the form, making sure to include their name, phone number, date/time of visit, details of their concerns, and select the specific location they visited. Once the form has been submitted, the appropriate persons will receive a copy of their comments and other details entered, for review and follow up with the guest pursuant to our policies and procedures for handling customer concerns.

  We are sorry to hear the guest was not able to enjoy their visit as anticipated and look forward to the completing our online form at their earliest convenience so their concerns can be adequately investigated and addressed with them.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/12/21 at about 11pm I was at the waffle house in ********* **** at the bar and was talking with the **** and turning in my chair and the **** told me that I was going to break the chair. I laughed thinking that he was joking and he responded and I quote "Dont **** off the **** making your food" . I told him not to mess with my food and then the waitress came to take our order. My friends got their order and had enough time to finish their food before I got my order. When my order finally came my whole meal was completely burnt and inedible. The waitress was nice enough to take my order off the **** and we left. As I was leaving the **** made the remark and I quote again "Hope you liked your food". This is a major health risk considering burnt food has carbon which is a known carcinogen and needs to be dealt with immediately.

  Business response

  07/13/2022

  We are in receipt of this same statement the customer entered via our website Contact Form on 7/12/22 at 11:52 pm EST. Her comments and contact information were immediately transmitted to the senior management team for review. They will follow our protocols and procedures for investigating and addressing customer concerns.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worked for a few days horrible management . Need a termination letter but they keep telling me they cant give me one which is making it hard to get any help with food while being unemployed

  Business response

  06/17/2022

  Our records indicate this former Associate has not returned multiple calls by the division manager who attempted to help her. We are sorry her employment with our company did not work out. However, if she is unwilling to answer calls so someone can attempt to assist her, there is not much we can do for her. In addition, we have no record of any government agency contacting us on her behalf to obtain information  regarding the termination of her employment or any other information they need to determine whether or not she is eligible for benefits.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this restaurant and was trying to place a phone order. They never answered it. When I was in person placing my order, I asked why they dont answer the phone on weekends. It was Saturday. So I paid and didnt leave a tip. Well 20 minutes later a man came in ordered and left I asked where my food was and the waitress didnt even call back my food or knew what I ordered. Another lady did my refund and to this day I havent received a ***** credit to my card. I have tried to call still no answer no matter when I call.

  Business response

  06/15/2022

  We are in receipt of the guest's concerns as she completed our website Contact Form on 5/28/22 and 6/8/22. Our records do reflect her order was charged and voided in the same day, therefore it should not show in her posted transactions. When the division manager was unsuccessful in reaching her to explain this, he assigned a voucher to mail to the home address she provided when entering her comments. The voucher is in addition to the refunded order amount.

  Unfortunately, despite repeated attempts from two different senior management members after each of her online comments, they have had no success getting in touch with her.

  We are sorry the guest did not enjoy her recent visit as anticipated and are further disheartened that she hasn't answered or returned their calls so they may personally address her concerns. However, we feel they have adequately attempted to resolve her concerns. Additionally, we feel she has been more than compensated as her original charge was voided and a voucher for more than her original meal cost has been provided.

   

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 12th 2022 at noon time me and my family went to the waffle house located at **************************************************** store number ****. My brother in law went inside to reserve tables because they were full and he came back outside to gather us to come insode because the waitress was cleaning the tables they proceeded inside as i was getting my baby out the car cause he was sleep and upon going inside a couple was in front of me and they sat down at the table were supposed to sit at so a gentleman behind us got up and was like excuse me sir they reserved these two tables ahead of yall the people responded nabk well the witress sat us right here so the gentleman told them well they reserved the tables and you need to do the right thing and let them sit down because they were here firts well another waitress came over asking the gentleman what was going on and he told her so she went and got the waitress who tables they were she came over with an attitude asked the customers to sit at the bar so they got up and we sat down well upon us sitting down the waitress were talking about us to the customers and then she begin to say let me go over here and see and service them people refferring to us so she came over with silverware i told her we wanted plastic silverware so she went to the back grabbed them and threw them on the table with an attitude then went back to talking to the other customer how she was prior so i got up and went to the cashier and spoke with **** letting her know what was going on and the waitress ******** was asking whats going on so **** went and got the manager who was the **** and he came over and asked what was going on so i explained what the situation was and he apologized and said he would speak to her and that the corporate number was on the door if i wanted to call corporate also we ended up leaving because she was so rude to us and was yelling how the other customers were regulars like my service or support wasnt as good as theirs

  Business response

  06/13/2022

  We are in receipt of the comments entered by this guest via our website Contact Form on 6/12/22 at 1:25 pm EST.  According to our records the Division Manager of the location has already made several attempts to contact the customer to discuss their concerns, but unfortunately does not receive an answer at the phone number provided, nor does she receive an option to leave a voicemail. 

  The division manager will continue trying to reach the guest, however if they are unable/unwilling to answer and do not have a voicemail box where she can leave a message, there is not much more our management team can do to attempt to address the guest's concerns with them.

  Customer response

  06/13/2022

  This is my cell phone number ************* and no one has contacted me on my cell phone from this business. 

  Business response

  06/14/2022

  We have asked the Division Manager to make a final attempt to reach this guest. We strongly urge the guest to either answer the call or have a voicemail option in place so the manager can leave a message in the event the guest is unable to answer at the time.

  Please note, management members call from their cell phone, therefore the phone number will not list Waffle House as the caller.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ate at Waffle House on us 98 apolice report was done. Someone stole the telephone which we paid **** from our service provider Waffle House did not follow up or give compensation I want full compensator the telephone someone saw something and their videos are not operable

  Business response

  05/24/2022

  Unfortunately, we have no record of this guest contacting Waffle House via our website Contact Form regarding their concerns, therefore affording us the opportunity for an adequate investigation and follow up with them by the appropriate person prior to their filing of this BBB complaint.

  We would like to have the appropriate person follow up with them. However, in order for that to happen, we need the guest to complete the Contact Form found on our website, www.wafflehouse.com. There, the guest will provide details as to which location they visited, when they visited, their concerns, their name, and a phone number where they can be reached. Once this necessary, required information has been submitted, a report will automatically generate to the appropriate person to begin investigating and follow up with the guest.

  We are sorry the guest chose to contact the Better Business Bureau before telling us of their concerns, but look forward to them completing the form at their earliest convenience in order for them to be thoroughly investigated.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered my food on April 20, 2022. When I got home and started to eat the food, I noticed hair in all of my food. I tried calling, but it said the phone was disconnected. Before driving back to Waffle House, I contacted corporate to give me a call regarding this incident. I got to Waffle House and told the employee what was going on. He responded okay, and Ill fix you some new food. When the manager got there, the employee told her what was going on. She laughed and stated yeah, its my hair in the food. Days later, Waffle House Corporate contacted me. I told the representative what happened, and she said I needed to send a screenshot of the order, and Ill receive a refund within 3-5 business days. I never received my refund and have been trying to contact corporate ever since. Ive left voicemails, and no one called me back.

  Business response

  05/18/2022

  Our records indicate the Guest's refund has been processed on our end and the Division Manager indicates she has notified the Guest. If the Guest does not see her refund reflected within 10 business days of the date she was told the refund was issued, she will need to follow up with her bank.

  Customer response

  05/18/2022

   
  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,
  
  Nimayah *******

*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. ↩