ComplaintsforWaffle House

• Initial Complaint

  04/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 4th 2022 at approximately our order was wrong all the way. The staff was nice but we had to reorder mostly everything. We have been going to waffle house for years on end and this was by far the worst experience.

  Business response

  04/22/2022

  The first record we have of the guest's concerns are via an email he sent our Media ******************** on 4/21/22 at 8:05 pm regarding his visit. On 4/22/22 at 8:44 am, he was sent a response explaining he'd emailed the **************** in error. The response explained that service related charges are best investigated and addressed by the ***************** team or franchise owner of the location he visited. The response also provided a link to our online customer contact form, urging him to complete the form at his earliest convenience so the appropriate person may follow up with him regarding his visit. We look forward to him completing the form soon so his concerns can be adequately investigated and addressed.

  Customer response

  04/23/2022

   
  Complaint: 17095064
  
  I am rejecting this response because:I already filled out the form and nothing was done
  
  Sincerely,
  
  *********************

  Business response

  05/11/2022

  We are sorry to hear the customer is not pleased with our official response provided on 4/22/22. After our response was provided to the Better Business Bureau, the guest did complete our online contact form as requested on 4/23/22 at 3:02 am EST.

  Unfortunately, the records on the report indicate the guest did not answer *****************'s calls or return the voicemails they left. Therefore, our ***************** team marked his concerns Closed with no response from Guest. Based on the customer's rebuttal to our original response, which we received today (5/11/22) from the Better Business Bureau, we have updated the customer's report asking the ***************** team to make a final attempt to reach him. However, if the customer is unwilling or unable to answer their call and does not return their message, there is nothing more they can do to attempt to address his concerns.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  04/20/2022 around 11:15 pm in the Pineville location I was charge ***** from the **** as there was no server and the **** guess what to charge us No resolved was made or apologize Me and my husband walk in to do a to go order and was told by the server the **** in tired and need a break no to go orders for 30 minutes. We proceed to sit down and eat in the restaurant and the server had a attitude we waiting 30 minutes just to take our orders. Next the table across from us didn't received no service the gentleman started arguing with e server and the server is arguing back (still no food). The gentleman gets up and start throwing coffee cups at the server...the server is still arguing. Next the server quits walk out and gets her 47 dollars out of the cash register. Once again no food and now its been a hour we been waiting...the **** comes over takes everyone orders and start to make them. Then the cooks tell the other customers the food is on me and look at us and charge us *****. No apologize and we was in the restaurant before anyone else.Now we get home the food is mess up we had to drive back at 1am to get the food half rite. Attempt to call the Waffle House customer service no responds and fill out a contact me with answer. Its the lack of customer service from management that shows what Waffle House stands for. That's why the employees do whatever. All this is on camera!!

  Business response

  04/25/2022

  We are in receipt of the comments this customer entered on our website Contact Form on 4/21/2022 at 1:06 am regarding her recent visit. According to our records, the guest was contacted by the Division Manager around 6pm on 4/22/2022. His notes indicate he addressed her concerns and is replacing their meal.

  We are sorry to hear the guest did not enjoy her visit as anticipated but appreciate her affording us an opportunity to address her concerns.

  Customer response

  04/25/2022

   
  Complaint: 17073043
  
  I am rejecting this response because: Division Manager couldn't really resolved the matter he is too new. Giving me 20 dollars on a credit its not good when we paid 40 dollars. We paid for everyone food in the restaurant we need more than 20 dollars. And someone who can truly handle this matter that is not new. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was very disappointed and very upset with the service that was provided the staff didn't want to help and looked at me and my wife like we weren't suppose to be there I will never recommend coming there at all we are black and this just made me feel like racism is real it was another black couple came in and they did them the same way but the white people came in and they greeted them with respect etc I am very angry and upset with that and this makes me not want to come to Alabama anymore because of this.

  Business response

  04/20/2022

  We are in receipt of the comments this guest entered via our website contact form on 4/16/22 at 1:56 am. Our records indicate the Region Manager was able to make contact with him on 4/1922 at 5:25 pm. She states the guest was pleased with her call and she feels like she adequately addressed his concerns. She has requested a digital coupon be emailed to the guest as he did not provide us a mailing address when entering comments on our contact form. Unfortunately, since we do not have a digital version, we cannot accommodate that request. However, the guest provided an address with his BBB comments, so we will mail the requested coupon to that address.

  We are sorry to hear any time a guest is unable to enjoy their experience as anticipated, but are pleased to have the opportunity to address their concerns.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An employee at this waffle house, went on their yelp and started harassing customers leaving reviews. She personally messaged me and harassed me, she sent me nasty messages and was so disrespectful. Many other people complained about it on their yelp but she got them deleted. Her name is *********, her last name is unknown but it does start with a B. I reached out to the employer and they didnt do anything about it and have been letting her harass people online over opinions.

  Business response

  04/12/2022

  Unfortunately, we have no record of anyone reporting allegations claiming an Associate is commenting on or harassing customers via Yelp reviews. Additionally, with the very limited information provided, we have no way of know which of our over **** locations she is referring to and are therefore unable to adequately investigate the allegations reported to the BBB.

  If the guest would like to speak to a ***************** member or franchise owner regarding their concerns, we urge them to complete the Contact Form on our website, www.wafflehouse.com, making sure to include details as to which location they visited, when they visited, and a contact number where they can be reached. Once the guest clicks 'Submit' a report is automatically generated and transmitted to the appropriate contacts for review, investigation, and follow up with the guest pursuant to our policies and procedures.

  We apologize this guest was unable to enjoy their visit as anticipated and look forward to them completing our Contact Form at their earliest convenience.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  DIRECTIONS Can't find what you are looking for?ADD A MISSING PLACE Looking for something different?********* - From your Internet addressUse precise locationLearn more HelpSend feedbackPrivacyTerms Waffle House 4.2 (675)Waffle House 4.2 675 ****** reviews $Breakfast restaurant Simple chain spot offering American diner fare & all-day breakfast, including signature waffles.Service options: Dine-in Drive-through No delivery Address: ************************************************************* Hours: Open 24 hours **************** Staff required to disinfect surfaces between visits More details Menu: wafflehouse.com Phone: **************

  Business response

  03/28/2022

  Unfortunately, we have no record of this guest contacting us regarding their recent visit, therefore affording Waffle House an opportunity to address their concerns prior to them contacting the Better Business Bureau.

  We welcome the opportunity for the appropriate ***************** team or franchise owner to contact the guest for a civilized conversation. However, in order for that to happen, the guest will need to complete the Contact Form on our website, www.wafflehouse.com, making sure to include details as to which location they visited and when, a phone number where they can be reached, and details of their interaction at the location. Once completed, a report will be immediately transmitted to the appropriate parties for review and follow up with the guest. NOTE: abusive or unprofessional language will not be tolerated by any Waffle House representative. Use of such language will result in immediate termination of any calls.

  We are sorry to hear the guest was not able to enjoy their visit as anticipated and look forward to them completing our online Contact Form at their earliest convenience so they concerns may be adequately investigated.

  Customer response

  03/28/2022

   
  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

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've never been to a Waffle House and thought I would visit the one at ***************************************************** Store #*** as I enter through the front door with my Service Animal I found the **** tapping on the glass trying to distract my Service Animal. I sat down not thinking anything of it. As I was reading the menu I overheard the manager ********* complaining about a fellow employee of hers stealing the earbuds that belonged to her. She was leaning up against the kitchen area behind the counter in her street clothes acting in a unprofessional and unpleasant manner. The waitress took my order which I asked that it could be "To Go" and the huge male **** began working over the grill. I picked up my 8lb Service Animal and walked to the register to pay for my order. ********* had walked to her car about 75' in the parking lot she came running back to yell at me about making sure the Service Animal was on the floor at all times. I couldn't believe this as I was frightened by her ***** yelling at me. My Service Animal was shaking and I canceled my order and was walking out. I turned around to see this huge Male **** running around the counter to attack me. I'm a mid 60 male myself but this man frightened me. The staff prevented him from an Assault and Battery inside the store I quickly left and was walking out in the parking lot to a ********** just a short walk away. The **** ran through the restaurant and behind the counter to exit the building through the back kitchen door and charged towards me at Gallup speed. I was half way to ********** he accosted me. I stood there frightened by the ******************** I took out my video camera and started filming while the rest of the staff held this guy from killing me. Then they called the police and filed a false 911 report stating that I was refusing to leave. He came out to try to fight me. It was a mob scene an uncontrollable event that was incredibly unprofessional. If he has this temper it is highly dangerous. On notice

  Business response

  03/24/2022

  Unfortunately, we have no record of this guest contacting Waffle House directly regarding their concerns, therefore affording the franchise owner of the location he visited an opportunity to fully investigate and address his concerns prior to his contact with the Better Business Bureau.

  If the guest would like to speak to someone regarding his recent visit, we strongly urge him to complete the Contact Form on our website, www.wafflehouse.com/contact/, making sure to include his contact information, location visited, date and time of visit, as well as his concerns. Once the form has been submitted, a report will automatically be generated and transmitted to the franchise owner of that location for review, investigation including but not limited to review of CCTV footage, and follow up with the customer.

  We are not pleased to hear the guest was unable to enjoy his visit as anticipated and look forward to him completing our Contact Form at his earliest convenience so the owner can fully investigate his allegations.

  Customer response

  03/24/2022

   
  Complaint: 16932713
  
  I am rejecting this response because: corporate should be involved more in franchisees in the way they do business and promote the brand of their company
  
  Sincerely,
  
  *****************************

  Business response

  03/24/2022

  Our policy, as with most businesses with franchised locations, states that franchise owners are responsible for investigating/addressing concerns that happen in the locations they own and operate.

  We apologize if the guest does not agree with this traditional business practice, but if he is unwilling to complete the Contact Form on our website, as requested so the owner can fully investigate his concerns, there is nothing more that can be done on Waffle House nor the franchise owner's end to assist him.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fiesta at waffles house this morning and it was horrible! No meat small vegetables! The omelette was horrible! I posted a picture of how tiny it was verses how it should look! The picture in the black tray is mine!

  Business response

  02/10/2022

  Unfortunately, we have no record of this guest contacting us directly regarding their visit therefore affording us an opportunity to address their concerns.

  We would like to have the appropriate ***************** team or franchise owner contact the guest to discuss their concerns with them. However, in order for that to happen, we need to the guest to complete the Contact Form on our website, www.wafflehouse.com, making sure to select the location they visited, provide date and approximate time of the visit, and a phone number where they can be reached. Once the form has been completed, a report will immediately be transmitted to the appropriate party for review and follow up with the customer based on our policies and procedures for handling customer concerns.

  We regret to hear the customer was not satisfied with their recent experience, but look forward to the guest completing our contact form at their earliest convenience so the appropriate party can address their concerns.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order of food and it was served undercooked And super slimy. We took one bite spit it out. My husband's food was the same way. I requested to only pay for the drinks however they demanded I paid for the meal. I requested a manager. Turns out that the crappy coo was supposedly the manager

  Business response

  02/03/2022

  Unfortunately, we have no record of an official complaint filed through our Guest ****************************************** related concerns are best investigated and addressed by the ***************** team or franchise owner of the location you visited, we urge you to complete the Customer Contact Form on our website, making sure to select the specific location you visited,date and time of visit, and include a phone number where you can be reached.Once completed, the appropriate parties will receive an official report with your comments for review and follow up with you.
  
  We apologize for any confusion and look forward to you completing the contact form at your earliest convenience.

  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This morning, I came in as a guest to order a hashbrown bowl chicken melt. The cooked did not put onions in the bowl therefore I wanted to order something else. The unit manager ****, ******* stated, "you can not eat here because there was nothing wrong with the hashbrown bowl, it was just missing onions. You are wasting food. That's food cost."

  Business response

  01/06/2022

  Unfortunately, we have no record of this guest contacting us via our website Contact Form, therefore affording us the opportunity to address their concerns prior to them contacting the BBB.

  We would love to have the appropriate ***************** team or franchise owner follow up with her regarding her recent visit. However, in order for that to happen, the guest will need to complete our website Contact Form, making sure to include which of our restaurants she visited, date/time of visit, a phone number where she can be reached, and details of her concerns.

  Once the form is completed, a report is immediately generated and distributed to the appropriate parties for review and follow up with the guest pursuant to our protocols and procedures for addressing customer concerns.

  We are sorry to here this guest did not enjoy her recent visit as anticipated and look forward to her completing our Contact Form at her earliest convenience so the appropriate person may follow up with her.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12-11-2021 My husband and I stopped at Waffle House in ****************************************** for a meal and was refused service , and was told by an employee that they were in the middle of changing shifts and we would have to go online and order. There were two other customers seated and eating , so I really did not understand why we were refused service. We have never experienced this sort of service refusal before and have no intention of ever gong there again , I feel we are owed an explanation of why we were treated in this manner. I feel Corporate needs to contact my husband and I for a resolution to this matter. Very disappointed and disgusted, ***************************

  Business response

  12/15/2021

  Unfortunately, we have no record of this guest contacting Waffle House directly via our website Contact Form to make us aware of their concerns prior to the filing of this Better Business Bureau message.

  Sadly, we are not immune to the staffing crisis plaguing many industries across the country. If the ***************** Team or franchise owner of the location feels a staffing shortage and/or inexperience of newly hired Associates will hinder the customers experience, they may choose to temporarily alter our traditional dining options, including but not limited to offering to-go only service to new customers entering the restaurant. These decisions are made on a local level based on their staffing situation at the time.

  If the guest would like to speak to the ***************** team or franchise owner of a specific location they attempted to patronize, we urge them to complete the Contact Form on our website, www.wafflehouse.com/contact, making sure to complete all contact information fields. 

  We sincerely apologize for any inconvenience or confusion the guest may have experienced during their recent attempted visit, appreciate their patience and understanding as we work diligently to rebuild our workforce so we may return to our standard 24/7/365 business model, and look forward to them completing our Contact Form at their earliest convenience should they wish to further discuss their concerns with the appropriate team.

  Customer response

  12/17/2021

   
  Complaint: 16355710
  
  I am rejecting this response because: I feel my husband and I should not have been refused service as paying customers , there should have been a sign posted if this restaurant was short of help. There were other customers seated and dining in. I take this matter very serious.
  
  Sincerely,
  
  ***************************

*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. ↩