ComplaintsforWaffle House

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waffle House now has recording when a customer calls stating they no longer take orders over the phone & that in order to place a to go order, customers have to visit their website or download their app neither of which have *cash/pay at store* listed as a payment method option, making it difficult to place a to go order at Waffle House for customers paying with cash. I understand them adding an online platform as many people do prefer that method these days but its a poor business decision for the many people who prefer not to use debit cards and pay for things with the hard earned cash in their pocket.

  Business response

  05/20/2024

  Unfortunately, we have no record of this customer contacting us directly regarding their concerns, therefore affording us an opportunity to acknowledge and address them prior to the customer contacting the **********************.

  Had this customer contacted us directly, we would have been able to explain the software necessary to allow online ordering in our restaurants disables the availability of incoming calls at participating locations. Additionally, 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, add customization options, and explore the possibility of adding other payment options. Therefore, for the time being, customer's who intend to pay for a to-go order with cash will need to place their order in person at the restaurant.
  
  We apologize for any confusion or inconvenience this customer experienced. We appreciate their patience and understanding as we work through this new to our brand concept.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your company should be ashamed of yourselves! My family went to dine at your ****************** location here in ******* and the staff and service were amazing, the disappointment is how you all treat your staff!! The place has definitely changed and was much better than the last time we came. The manager was a tall dark guy extremely polite and professional came up to us to check in and while he was doing that he was called away and before we know it, he was painting your parking lot! Dont you all have maintenance staff for this!? We seen him cooking food, then mingling with customers then painting a parking lot in 90 degree weather that is super inhumane and unethical and we felt so bad for the poor guy. My husband wanted to tip him he did not accept just said God bless. You have some great workers here but the way you do them is terrible! Someone should give that man a raise, promotion or something because slaving over a grill, talking to customers then painting that huge lot is a bit much! If your company treats its people like this, us customers have no hope!

  Business response

  05/10/2024

  Unfortunately, we have no record of this customer contacting us directly regarding our website Contact option prior to their contacting the Better Business Bureau. Had they done so, we could have explained that maintaining the appearance of our restaurants is a joint effort between our management members, maintenance technicians, and in some cases outside contractors if the location chooses to hire them. The striping of the parking lot described by the customer sounds like part of what we call our Spring Facilities Checklist which includes multiple tasks to be completed by any of the aforementioned people prior to the start of Summer and we can only assume the management member described chose to complete this particular task their self and to do so before the weather became unbearable to them.

  We apologize if this customer was unaware of the combined efforts put in by all involved to maintain the appearance and maintenance of our locations throughout the year and appreciate their concern for the wellbeing of our Associates.

   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Public humiliation and been lied on

  Business response

  05/02/2024

  We are in receipt of the comments entered by this customer via our online contact option under her husband's name on 4/27/2024 at 9:22am EST. Our records indicate the Division Manager has spoken to the customer, apologized for any inconvenience, assured her he would be watching CCTV at the location and will follow up with her afterwards. 

  We apologize if this customer was unable to enjoy their visit as anticipated, but we feel the Division Manager is adequately investigating the customer's concerns as well as whether there were any violations of our posted House Rules policy.

   

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stopped by Waffle House got a togo order. The server verbally advised the total was $25.95 but the server added $15.00 for a misc fee without my consent or knowledge. The server didnt offer my receipt after payment, i was forced to ask twice before she printed one and she still didnt want to provide the receipt. After checking, I asked why do I have this OTHER charge. She gave me 3 different answers. She said it was a convenience fee, i advised her, based on the receipt, thats fee is already on there for $2.60 not $15. She then said its an additional fee thats from corporate. I asked what it for, she said because we didnt dine in and they dont get paid much. I requested for the fee to be removed because Id already tipped $10 because the tip screen was the first screen. She then said theres nothing she can do and shes not removing the charge. I asked to have my tip removed and she advised she cant remove the tip because Id already paid and the transaction is over. I asked why did she tell me my bill was $26.15 but its really $41.15. Instead of making a scene, i paid the bill and asked her name. She refused to give a name and said Im just a server. I told her, ** going to report this incident, then just paid the bill and left. Im concerned employees of Waffle House are exploiting the OTHER option on their register, STEALING from customers using WAFFLE HOUSE as their cover. I want a full refund and investigation in hopes for the corporation to understand its not acceptable to hire people with intent to steal, misrepresent and scam customers.

  Business response

  04/29/2024

  Unfortunately, we have no record of this customer contacting us directly regarding their concerns prior to their contact with the Better Business Bureau. Had the customer contacted us directly, we would have explained that Waffle House adopted a 10% Service Charge on all To-Go orders over 25 years ago.  The 10% Service Charge is paid directly and entirely to the Servers who handle those To-Go orders.  In late 2022, we added a new 10% To-Go Fee on all To-Go orders to help offset rising costs of our To-Go supplies and related items. 
  
  Signage at each cash register, a sticker at the front door, printed information on each Guest Check and a prominent notice on our printed Dine-In, To-Go and online menus, clearly and plainly disclose the 10%Service Charge and the 10% To-Go Fee for all customers to see before they place a To-Go order. 
  
  In looking at the receipt the customer attached, the $15.00 charge shown on the Misc line the customer alleges were added by the server without their consent is actually the total of the 10% Service Charge ($2.50), the 10% To-Go Fee ($2.50), and the tip left by the customer ($10.00).

  We apologize if the customer was unaware of the fees applied to all To-Go orders or had any difficulty in deciphering their receipt.

  If the customer would like to speak to the ***************** team or franchise owner regarding any other service or product related concerns, we encourage them to complete the Contact link found on our website, www.wafflehouse.com. Once the customer has completed all required fields, including the location they visited, date and time of visit, details of their concerns, and full contact information, a report will immediately be generated and transmitted to the appropriate contacts for review and follow up with the customer based on our protocols and procedures for addressing customer concerns.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Waffle House gift card for $200, in April 2023. I used it for multiple transactions and the remaining balance is now $46.33. It has constantly been declined the last several months requiring me to pay for a meal that I already paid for. I have contact Waffle House multiple times and have ticket numbers where they are supposed to get back with me with 48 hours, which I never hear from again. I reached out to them on April 18, 2024, again. Issued another ticket number and sent various emails listed online and through their website and zero response. The 800 # has told me to take it back where I purchased it, say they need my original credit card number and that 48 hours is six days for a response not two bc they only work 8hrs a day. The gift card has been declined at multiple locations in multiple states and managers have told me that ever since they updated the register system they can't process older gift cards anymore. I paid for a gift card and either want a new gift card issued with the remaining balance of $46.33 or a refund. I imagine this a complete scam and can't imagine how much money they have made off of people just throwing them away when they don't work. **************** is non-existent.

  Business response

  04/23/2024

  We are in receipt of comments entered via our website Contact option by this customer on Monday, April 22, 2024 at ******. However, this is the one and only record we have of this customer's concerns. We have already emailed the customer explaining that our ********************* have been provided detailed instructions, including how to enter gift cards manually if necessary, to our restaurants. Therefore, we asked the customer to provide details as to which location they visited who were unable to process the gift card so the appropriate ***************** team or franchise owner may follow up with the customer as well as the location(s).

  Until the customer provides the necessary information requested in our email, we are unable to move forward in attempting to address their concerns regarding this gift card purchased from a retailer.

  Customer response

  04/24/2024

  I have finally received an email and phone call from Waffle House. I spoke with ****** and thoroughly explained the problem and locations and she information today that she will be mailing me a replacement gift card and also make sure that their terminals are properly working to process gift cards. 

  I also emailed the information. I will consider this matter resolved once I receive the gift card. I do not believe that their employees are at fault with thia problem occuring at so many locations (I'm a truck driver)and in every situation the employee/managers have always tried to process my card multiple ways and even calling to verify the account balance and asking for assistance to process it.

   

  Thank you.

  Business response

  05/07/2024

  Our records indicate someone from our ************************ was able to transfer the customer's remaining balance to a new card and has mailed it to the customer. We consider this matter resolved.

  Customer response

  05/07/2024

   
  Complaint: 21609666
  
  I am rejecting this response because:

   

  It has been two weeks and I have not received the new gift card yet. I will attempt to reach out to ****** tomorrow morning. 
  
  Sincerely,
  
  *************************

  Business response

  05/09/2024

  We understand the customer's concerns regarding not receiving their replacement card yet. However, Waffle House has no control over the amount of time **** takes to process and deliver mail.

  Once again, we consider the original matter submitted to the Better Business Bureau resolved. If the customer has any further concerns regarding this matter, we would encourage them to contact the representative handling the situation to discuss those concerns.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into wafflehouse there was 1 server *** the cook. And 2 peole at the tables. The server was completely high talking about customers cussing complaining about people not tipping. In thr mist of complaint she three me a menu and said she was ready. I placed my order 2x she gave the cook the wrong order the cook finally came to me and got it. She immediately gave me my bill when I paid I didn't tip her. I tipped the cook and she was so mad making hateful comments and making fun of me to the cook. I filed a complaint the district manager emailed me and said she had been talked to and he would give me ************************************ hebwould send them. Mind you this was ******* *** never received any gift cards and he stopped communicating. I have enclosed screen shots. I would just like for them to uphold what I was told.

  Business response

  04/17/2024

  We have updated the customer's original report with the comments and screenshots submitted to the Better Business Bureau. The updated report has been transmitted to the franchisee who owns and operates the location the customer visited for review and additional follow up with the customer.

  We look forward to someone from the franchisee's organization following up with the customer at their earliest convenience.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Waffle House this to pick up my order and it was not ready. I waited almost 30 minutes for them to tell me they gave my order to the wrong person. There was only one girl that was rude and she was not apologetic at all about giving away my order and then starts to talk smart to me because I shook my head. I had every right to be upset because my order was given away. I then asked for a refund and she says very rude you have to call corporate. Im like for a $39 order that seems a bit much. I love Waffle House and I go all the time and place my order online. I will never order here again. Now I have to go somewhere else and get my family breakfast this morning. I went online and requested for a refund but Im not sure if Waffle House will get it and Im so upset at how I was treated that I dont recommend anyone to go here. I go to the Waffle House on ************ in ******* **, ***** and they are always nice and ready to help. I will only go here from now on.

  Business response

  03/27/2024

  Unfortunately, we have not yet received the customer's concerns they state were entered requesting a refund. Therefore, we have shared the customer's concerns, order image, and contact information they provided to the Better Business Bureau with the ***************** team of the location they ordered from. The ***************** team will review the customer's concerns, investigate, and follow up with the customer based on our protocols and procedures for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their visit as anticipated and look forward to the ***************** team follow up with the customer soon.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is ****************************** husband ********************************* went to the Waffle House in ********* ** 29006.We'll he hardly ever gets waited on in the evenings when he goes up there they ignore him & take other customers as they come in the door unless ****** or the young lady that is expecting they always take my husband's order.Well today Sat March 16, 2024 around 2p he was being ignored nothing unusual.So he asked a young lady if she could take his order bc she just finished another patrons order she tells my husband that she's off the clock. My husband says to her well they then why are you behind there. Well she walks outside to another employee & that employee whom we assume is the shift Manager comes in & says to my husband "WHY ARE YOU HARASSING MY EMPLOYEE or something like this."Waffle House we're fixing to *** the c*** man do out of you. My husband harasses no one. He's a disabled ******** Veteran.All he wants to do is get waited on get his food & come home that's all he asks.This wonderful ********.man I'm married too wouldn't hurt a fly. But your employees are a piece of work.You got some girls going into the bathroom using drugs & all kinds of c*** going on. Clean up your restaurant we can't drive 20 miles to ***** to eat at the Waffle House every time my Husband has a craving for your nasty food. I refuse to eat here I walk next door to ***** or he'll take ******** daughter somewhere else.I WANT someone from CORPORATE to call us & not the manager of this restaurant bc they DO NOT CARE.We've expressed our concerns & complaints nothing is being done But if FALSE CHARGES GETS ON MY HUSBAND ALL HELLO IS GOING TO COME BUSTING LOOSE NOT EVEN THE COOK THE BIG ***** WOULD NOT TAKE UP FOR MY HUSBAND THE *********************. LIKE I SAID BEFORE SOMEONE IS GONNA GET HURT UP HERE IF THE PROPER MANAGEMENT ISN'T PUT IN PLACE.NO RECEIPT WAS GIVEN

  Business response

  03/18/2024

  Unfortunately, we have no record of this customer contacting us directly via our online contact option to make us aware of their concerns, therefore affording us an opportunity to address them prior to their contact with the Better Business Bureau.

  Since service-related concerns are best investigated and addressed by the ***************** team or franchise owner of the location visited, we urge the customer to complete the Customer Contact Form on our website, making sure to select the specific location visited, date and time of visit, details of their concerns, and include a phone number where the customer can be reached. Once completed,the appropriate parties will receive an official report with the comments for review and follow up with the customer based on our protocols and procedures for investigating and addressing customer concerns..
  
  We apologize if the customer missed the link for this form on our website and look forward to them completing it at their earliest convenience so the appropriate person may investigate and follow up with them regarding their concerns without any further delay.

  Customer response

  03/18/2024

   
  Complaint: 21443357
  
  I am rejecting this response because:  I have sent several complaints through their online portal about different things happening at this franchise & they all were ignored. This is why I used the BBB this time to get someone's attention.

  No I will not use their portal not on a matter this important this is my husband's reputation on the line 

  
  Sincerely,
  
  *************************

  Business response

  03/18/2024

  Once again, there is no record of this customer contacting us directly regarding their concerns during this recent visit as evidenced by the attached screenshot.

  We are sorry to hear this customer refuses to do as we have asked and create an official report via the online contact option we have available for customers to make us aware of their concerns so they can be adequately investigated in a timely manner. Unfortunately, if they are not willing to do so, then there is nothing more we would be able to do to assist this customer.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend and I were on a date, stopped at the *********** ** location. We shared a big breakfast. Waffle. Grits. Sausage ***** 2 eggs and coffee.. we have been sick since 1 and 2 am. We're about to go the **

  Business response

  03/12/2024

  We are in receipt of the comments entered by this customer via our website Contact option on 3/12/24 at 6:53am EST. Our records indicate the ** Department attempted to call the customer within 5 hours, at ******* EST. However, the customer did not answer and unfortunately were unable to leave a message as their number does not have a voicemail set up.

  Our ** Department will continue to attempt contact with the Customer so they may adequately investigate their concerns. We strongly urge the customer to have a voicemail option in place so a message can be left in the event they are unable to accept the call at the time.

  We are sorry to hear this customer was unable to enjoy their visit as anticipated and look forward to ** being able to speak to them soon.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi,My daughter and I are regular patrons of the Waffle House at *************************************** On each visit, we have been warmly greeted with a hello and an assurance that someone would be with us shortly. However, today's experience was disheartening. We live in *******, **, and are on Spring Break this week. My daughter and her friend joined me, and their first request was to visit The Waffle House. We entered and sat in the waiting area for about 10 minutes without any acknowledgment. No one greeted us or informed us that they would be right with us. I politely said hello and excuse me, but before I could say anything further, ******** informed me that they were short-staffed. I understood but expressed my disappointment that no one had addressed us until then. ******** responded by saying she was not serving us and turned her back to continue speaking with her colleagues. Another co-worker then offered to take our order and seated us. While seated, I searched for another Waffle House location nearby. Upon finding one, we got up to leave. However, before exiting, I asked to speak with the manager. *******, who had been present the whole time ******** was rude, identified himself as the manager. I was surprised that he had witnessed ********'s behavior toward a customer and had not intervened. He offered excuses for her behavior. ******** also expressed indifference to my concerns and stated that she didn't care about my feedback. Additionally, I overheard someone make a derogatory ****** towards me. Feeling humiliated and disappointed, I quickly left with my children. As a black African American woman, I did not expect to encounter such disrespect and racism while visiting *********** with my children, who were unaware of such issues. My children were shocked by the experience, as they are not familiar with racism and disrespect in a restaurant setting. It is the responsibility of employees like ******** and ******* to serve customers and ensure they feel welcome.

  Business response

  03/12/2024

  Unfortunately, we have no record of this customer utilizing the Contact option available on our website to advise us of their concerns therefore affording the ***************** team or franchise owner an opportunity to investigate and address them prior to the customer contacting the **********************.

  We would like to have the appropriate person investigate and follow up with the customer. 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 their visit, the details of their concerns, and a phone number where the customer can be reached. Once this is completed, a report will immediately be transmitted to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their visit as anticipated and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in their concerns being investigated and the appropriate party following up with them.

  Customer response

  03/12/2024

   
  Complaint: 21418486
  
  I am rejecting this response because: you only offered an apology at the end of your response which shows lack of empathy AND yes I called your customer service number and no one answered just a long sought out voicemail which to me shows no respect to the customers concern!

  lastly Your response shows why your employees treat customers the way they do! The whole world is gone to trash because you allow these employees to carry on like that, just sickening!!

  
  Sincerely,
  
  ***********************************

  Business response

  03/12/2024

  Since we do not have a call center option to accept customer calls, callers do hear a recording that directs them the website Contact option. Therefore, we urge this customer to complete the online Contact option available on our website so the appropriate party may investigate their concerns and follow up with them.

  If the customer refuses to utilize the Contact option we have available to convey customer concerns and provide all information necessary which was previously described, therefore making it impossible for the appropriate party to receive the information, then we are unable to investigate and attempt to resolve this customer's concerns.

  Once again, we look forward to the customer completing our online Contact option as soon as possible to avoid any further delay in their concerns being investigated and the appropriate party following up with them.

  Customer response

  03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and took your advice and submitted my complaint via Waffle House contact link.
  
  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. ↩