Business Profile

Restaurants

Waffle House

Headquarters

This business is NOT BBB Accredited.

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Complaints

Name: Waffle House
Address: 5986 Financial Dr, Norcross, GA, 30071-2949, USA
Telephone: (770) 729-5700

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

Customer Complaints Summary

150 total complaints in the last 3 years.
59 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.

Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
THE SHIFT MANAGER WAS IN THE KITCHEN BY THE CASH REGISTER, BLOWING HIS NOSE WHILE OPEN FOOD WAS BEING FIX,HE NEVER WENT TO THE BATHROOM TO GO WASH HIS HANDS,I WAS THE ONLY CUSTOMER THEY HAD,THE COOK & THE YOUNG LADY WHO FIX MY FOOD WAS RIGHT THERE WHEN THIS TOOK PLACE,IT WAS VERY DIS TASTEFULL ,& THATS HOW GERMS ARE SPREAD. LETS BE VERY MINDFUL WHEN WE ARE PREPARING CUSTOMER FOOD.. ********************** IN *********** *********************************************************
Business Response
Date: 03/31/2025
Unfortunately, we have no record of this customer contacting us directly via our website Contact option, therefore affording us an opportunity to investigate their concerns prior to their contact with the Better Business Bureau.
We would like to have the appropriate person follow up with the customer, however in order for that to happen we need to customer to complete the Contact option on our website ******************************. They will need to make sure to select the specific location they visited, select the date and time of their visit, provide details of their concerns and a phone number where they can be reached. Once completed, an official report will be forwarded to the appropriate parties for review, investigation, and follow up with the customer.
We are sorry this customer was not able to enjoy their recent visit as anticipated and look forward to them completing our website Contact option at their earliest convenience to Tell Us About their recent visit.
Initial Complaint
Date:03/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
So I visited the Waffle House in ************* on *************************** on 03/26/25 with my fiance. Who ordered the Pork Chop meal with a Waffle and I got the All Star Meal with a Waffle. My order number is ***** and my time of visit says the ticket was closed at 10:33pm. We frequent this location a lot but I dont know what happened last night as this morning we both have awoken to being very ill. Her being more ill than I. But I dont know if it was the Waffles or her pork chops that she got, because we share one of them to taste and see how it was, but we for sure have some form of food poisoning or the food did not sit well with us. I am in no way looking to cause trouble for said location or anyone in particular, because the staff was super friendly and a pleasure! But honestly I would appreciate a refund, as this was a less than stellar occasion this time.! Please just make this right and refund me the funds I paid to purchase this food. Thank you and God Bless.!
Business Response
Date: 03/27/2025
Unfortunately, we have no record of this customer completing our website Contact option regarding their concerns, therefore affording the franchisee to investigate and address their concerns prior to their contact with the Better Business Bureau.
We are sorry to hear this customer was unable to enjoy their recent visit as anticipated and encourage them to use the Contact option on our website, ******************************, making sure to select the specific location visited, date and time of visit, include their specific concerns and contact information. Once completed, an official report will immediately be transmitted to the franchise owner of the location they visited for review, investigation, and follow up with the customer to discuss their concerns and any potential resolution.
Initial Complaint
Date:03/10/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
Im not liable for the debt with waffle house. Im didnt not have a contract with the collection agency didnt not provide me with the original contract as I requested pleas.
Business Response
Date: 03/10/2025
This is a bogus complaint filed against Waffle House. We are a restaurant business, not a creditor.
Initial Complaint
Date:02/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 am a server for Waffle House in ******** Va Ive recently learned that while they give me what I lack to make minimum wage they also wait until my state and fica taxes are removed for that amount of money I do not keep any actual portion of that money so if they give me $50.00 I will then pay taxes and then they take said $50.00 back out of my paycheck and this can range anywhere between what I actually made below minimum wage and fill in that gap so I make minimum wage and then take the money back out of my paycheck so I actually never see whatever money that brought me up to minimum wage so Im reality Im making below minimum wage
Business Response
Date: 02/26/2025
This is not a customer, this is an Associate concern. This Associate should discuss their payroll with questions with their management team, their Associate Hotline, or watch the video available via their MyWaffleHouse account that explains how they are paid.
We are sorry this Associate chose to contact the Better Business Bureau instead of utilizing the tools and resources available to them to better understand their payroll concerns and look forward to them following the protocols we have in place for such matters at their earliest convenience in order to avoid any further confusion or misunderstanding.
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
The whole order was done in about 4mins and the food was raw .
Business Response
Date: 02/25/2025
Unfortunately, we have no record of this customer contacting us directly via our online Contact option regarding their concerns prior to their contact with the Better Business Bureau.
We would like the customer to speak with the appropriate ***************** team or franchise owner regarding their recent visit. However in order for that to happen, we need the customer to complete the Contact option on our website ******************************, making sure to select the specific location they visited, date and time of visit, how their order was placed (dine-in, to-go placed in person, or online), provide an online order number if applicable, details of their concerns, and a phone number where they can be reached. Once completed, a report will be immediately generated and sent to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures for handling customer concerns.
We are sorry to hear this customer was unable 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 them speaking to the appropriate party regarding their concerns.
Initial Complaint
Date:02/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 charged a mandatory gratuity without being told, in written or verbal manner. I then provided a gratuity and only when leaving did I notice on my own about the mandatory gratuity fee. When I inquired I was told what they were doing charging a mandatory gratuity fee without informing customer was perfectly acceptable and company policy.
Business Response
Date: 02/18/2025
Unfortunately, we have no record of this customer contacting us directly via our online contact option regarding their concerns prior to their contact with the Better Business Bureau. Had they done so, we would have explained 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.

Also, please understand, providing a great dine-in, full service restaurant experience to our customers is the primary focus of our business. We also know that a portion of our customers prefer the convenience of ordering our food To-Go and we appreciate their business. While To-Go business is not our primary focus, we do our best to provide delicious food in high quality packaging which our customers have come to expect. The next time the customer chooses **********************, we invite them to join us for a meal inside our restaurant where we can demonstrate our Hospitality and they can see what has made Waffle House the iconic brand it is today for almost 70 years.

We apologize if this customer was unaware of the fees applied to all To-Go orders or had not noticed the signage until recently and all our Associates appreciate their business.
Initial Complaint
Date:02/14/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 am writing to express my extreme dissatisfaction with a recent online order I placed at your Waffle House location #**** in *******, SC.On February 13, 2025, at 12:14 AM, I placed order # ***************** online for pickup. The estimated pickup time provided was 12:40 ***** original order consisted of the following items: * TEXAS ***** ***** MELT with double hash browns, scattered, smothered, chunked, and capped * CHOCOLATE CHIP WAFFLE * TEXAS CHEESESTEAK MELT with double hash browns, smothered * 2 SIDE ORDERS OF BACON (each supposed to contain 3 strips) * 2 BOWLS OF GRITS Upon receiving my order and returning to my car, I immediately noticed that the lids on both grit bowls were not secured properly, resulting in grits spilling down the sides. After fixing the lids, I discovered that my waffle was missing. I returned to the restaurant, and a new waffle was prepared. However, upon arriving home and unpacking the meal, I discovered numerous other issues: * Grits: The grits appeared old and unappetizing. * Waffle: The replacement waffle was significantly undercooked. * Bacon: Both sides of bacon were burnt and looked as though they had been cooked on a dirty grill. They were unappetizing and tasted awful. * Texas ***** Melts: The steak in both ***** melts was chewy and of poor quality. * Hash Browns: The hash browns were also burnt and incorrectly prepared. One order was missing the cheese I requested, and the other, which was only supposed to contain onions, also included mushrooms and ham.The overall quality of the food was unacceptable. The restaurant was not busy at the time of my order (one employee was even asleep in a booth), so there is no excuse for the poor quality and incorrect preparation of my meal. We were barely able to eat anything, and what we did consume left us with upset stomachs. I've reached out to Waffle House but haven't received any type of response at all.
Business Response
Date: 02/14/2025
Unfortunately, we have no record of this customer utilizing the Contact option on our website for customer concerns. Based on the email they attached to this complaint, they sent an email to the *** ****************** Help Desk in error.
If the customer would like to speak to someone regarding their recent experience, the appropriate way to file a report is via the Contact option on **************************, making sure to select the specific location they visited, date and time of visit, details of their concerns including the order number from their text message confirmation, and provide a phone number where they can be reached. Once completed, their report will immediately be transmitted to the ***************** team or franchise owner of the location they visited for review and follow up with the customer.
We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and that they apparently had difficulty locating the appropriate way to file a complaint. We look forward to them completing the Contact option at their earliest convenience so the appropriate party may follow up with them without any further delay.
Customer Answer
Date: 02/14/2025
Please note through the screenshots above that I was able to find the proper communication for filing a complaint because it clearly has on their own website to contact that email address or the BBB to file a complaint. And that if they didn't restrict the amount of characters that could be entered under their "tell us about your visit" page that I would've posted it there as well. I even tried reaching out via fax. So I reject their response and the fact that they are trying to make me feel like I'm too ignorant to follow proper channels to file a complaint. Because as you can clearly see, that's not true.
Business Response
Date: 02/17/2025
There is only one option to Contact us posted on our website. The image the customer provided showing an email address for our helpdesk is specifically listed under the Associate Login section of our website, so we're not sure why the customer believed that would be an appropriate way to file a customer complaint. We apologize if the guest had any issues in trying to utilize the public option for contacting the company, to date (2/17/2025 at 1:28pm EST) they still have not done so .
If the customer is unable to utilize the Contact option as we have previously encourage them to, we would then encourage them to visit the restaurant any day between 7am-3pm and speak to the management member on duty regarding their concerns.
Initial Complaint
Date:02/07/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
The restaurant chain should not add a surcharge to eggs. They have plenty of eggs on hand. They don't get a shipment of eggs everyday.
Business Response
Date: 02/10/2025
We apologize if this customer does not agree with the temporary egg surcharge recently put in place in our restaurants due to the continuing egg shortage and dramatic increase in egg prices. As our statement reads, rather than increasing prices across all menu items, this is a temporary targeted surcharge tied to the unprecedented rise in egg prices. Attached is our full statement for the customer's reference.
Initial Complaint
Date:01/26/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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'm not enable for this debt with waffle house. I don't not have a contract with the collection agency. they didn't provide me with the original contract as i requested.
Business Response
Date: 02/03/2025
This is a spam complaint.
Waffle House is not a creditor, we are a restaurant business and do not report debts to credit reporting agencies.
Initial Complaint
Date:01/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
1/23/25 I went to the establishment here in ************ and we had just had snow so I was expecting it to be warm in the restaurant but no it was as cold outside as it was inside of the restaurant. I ask a waiter why it was so cold and he said that the heat didn't work, so I just left I wasn't going to spend money on food that would've gotten cold by the time I got it with it being so cold , so I decided to leave!
Business Response
Date: 02/03/2025
Unfortunately, we have no record of this customer contacting us directly via our online Contact option to make us aware of their concerns therefore providing us an opportunity to investigate and address them prior to their contact with the Better Business Bureau. Additionally, we have no record of any other customer or Associate reporting any concerns regarding the restaurant temperature during the time frame this customer states they visited the ********************.
If the customer would like to speak to someone regarding their recent visit, we encourage them to complete the Contact option on our website, ******************************, making sure to select the specific location they visited, date and time of visit, details of their concerns, and provide a phone number where they can be reached. Once completed, a report will be transmitted to the appropriate ***************** Team or Franchise Owner 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 them being able to speak to someone regarding their experience.

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Waffle House is NOT a BBB Accredited Business.