ComplaintsforWaffle House

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec 1st between 130 and 2pm I was attacked by a co worker with a stick I have since filed a complaint about the young lady because I did not feel safe after being attacked WAFFLE HOUSE has done nothing and the girl still works there and i have seemingly been fired as the victim and its on camera

  Business response

  01/11/2024

  We are in receipt of the allegations made by this former Associate on 12/4/2023, three days after the alleged incident. Unfortunately, this former Associate was terminated three days later on 12/7/2023, due to multiple policy violations. This former Associate was then contacted on 12/19/2023 by the Case Manager investigating their allegations. The former Associate provided their official statement to the Case Manager on that date. The Case Manager provided the former Associate their contact information in the event the former Associate felt there was any evidence or additional information that needed to be added to their claim, they would be able to contact the Case Manager directly.

  Although this former Associate's employment with Waffle House has been terminated, the investigation of their allegations reported on 12/4/2023 is still ongoing. However, for privacy reasons, the Case Manager will not disclose any findings or potential disciplinary actions taken as a result of the investigation. The Case Manager will only contact this former Associate if they need to obtain additional information from them.

  Customer response

  01/12/2024

   
  Complaint: 21118990
  
  I am rejecting this response because: I was never informed I was fired as I have a text from ****** on the 9th of December to come to work that second shift also I reported the event on dec 1st as the assault was taken place I was on the phone with ***** when the young lady hit me in the face I also can provide statements from three witnesses/co workers also since coming back to Waffle House I have not had any write up for violations or complaints outside of the issue with ****** prior to her coming to **** no problems occurred 

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

  Business response

  01/12/2024

  As previously stated, the investigation of this former Associate's initial allegations is still ongoing. However, the matter regarding their termination for multiple policy violations is considered closed.

  The Case Manager provided this former Associate their contact information. If this former Associate feels there is any evidence or additional information that needs to be added to their claim or if they need to request a copy of their Separation Notice, they need to contact the Case Manager directly.

  We are not willing to discuss this former Associate's allegations or the circumstances surrounding their termination any further via the Better Business Bureau. 
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered online from Waffle House and when I arrived I politely asked the attendant if my order was already on the grill.If it wasnt on the grill, I asked it not be put on the grill with multiple orders as my son has a food Allergy I was willing to wait,( there were maybe 4 people in the restaurant it wasnt busy.)The attendant asked the line cook to accommodate he got frustrated I understood that it would require wasting food so I said I would just take the waffles I was denied.I left with no food and I was still charged. My son has an allergy and by law I shouldve been accommodated.Also I was embarrassed and shamed.

  Business response

  01/11/2024

  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 contacting the Better Business Bureau.

  While we make every attempt to accommodate our customers with dietary restrictions, we can not guarantee there is zero risk of cross contamination as all food is prepared on shared surfaces. Additionally, the online ordering website for our restaurants shows potential cross contamination concerns (for example, when ordering a waffle, the site shows 'Please Note: All waffles may cross contact with pecans or peanuts during preparation'), however it does not have the option of noting potential allergy concerns or special instructions. Therefore, we strongly discourage anyone with food allergies from ordering online and encourage them to visit the location and order in person so their concerns can be conveyed at the time of ordering.

  If this customer would like to speak to the ***************** team of the location they visited regarding any other service related concerns, including requesting a posted charge be refunded in the event a release of held funds was not issued by the manager at the end of the shift, we encourage them to utilize the Contact tool available via www.wafflehouse.com, making sure to select the specific location they ordered from, date and time of their order, online order number, as well as a contact number where they can be reached. Once completed, the appropriate parties will receive an official report containing these necessary details for review and follow up with the customer based on our protocols and procedures for addressing service related concerns.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are business owners and we were passing threw and we decided to stop and eat at the Waffle House off of **************************** in **********,**.I was very disappointed with this place and the workers that work there.We had to wait on the tables to be clean and there were plenty of workers there behind the counter there were like 10 people working there were no reason for us to wait but while we had to wait the guy behind the counter that was dealing with all the plates and dishes he started banging and slamming the plates down over and over and he was acting like he cant stand his job and he was doing it on purpose.I had to finally get my husband to just order the food to go.I had to walk out it was so loud that it started messing with my head it gave me the worse headache but my eyes started feeling weird.Im on medication and I think the loud noise really effected me.My husband ordered the food then they got our order wrong witch we werent going to complain because we felt like if we did they would do something to our food.I didnt feel comfortable at all at this place its very sad for travelers.I felt like some of the workers are prejudice there because he only stared getting loud when we walked in.He wasnt doing that before when he noticed us is when he started like he didnt want us in there.I felt like if you are white you cant eat here.It was just mainly all blacks.We get along with everyone we own a business you arent supposed to make a business just do to color.This stops business for other people.When I sat outside to get in my vehicle a car pulled up with very load music with allot of base left his loud music playing with cursing and went inside like its a hang out place.We were the only white people in there and also when I said something about the noise these two black woman that were sitting were the bar stools are looked at me and kinda was laughing and smiling like it was funny Its like they all know each other.I felt uncomfortable!!

  Business response

  01/10/2024

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

  We would like to have the appropriate ***************** Team or franchise owner follow up with the customer. However, in order for that to happen, we need the customer to utilize the Contact option found on our website, www.wafflehouse.com, making sure to select the specific location visited, provide the date and time of their visit, details of their concerns, and a contact number where they can be reached. Once completed, the appropriate parties will receive an official report with their comments and visit details 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 we look forward to them utilizing the contact tool we have in place for reporting concerns at their earliest convenience in order to avoid any further delay in their concerns being investigated and addressed.

  Business response

  01/10/2024

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

  We would like to have the appropriate ***************** Team or franchise owner follow up with the customer. However, in order for that to happen, we need the customer to utilize the Contact option found on our website, www.wafflehouse.com, making sure to select the specific location visited, provide the date and time of their visit, details of their concerns, and a contact number where they can be reached. Once completed, the appropriate parties will receive an official report with their comments and visit details 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 we look forward to them utilizing the contact tool we have in place for reporting concerns at their earliest convenience in order to avoid any further delay in their concerns being investigated and addressed.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 4 pack waffle mix bundle on 11/24/23. I received the 4 pack on 12/2/23 and all 4 boxes expire on 1/13/24. I emailed the company and their response was that they had it listed on their website that the product would expire in January. I have screenshots of their website and it very clearly did not state this. They refused to respond further once I provided the proof to them that in fact they did not disclaim this. Had they done so I would not have made the purchase because there is no way to make 4 boxes of waffle mix in a month. At the time I was requesting either my $40 back or a new shipment, but at this point I am concerned with receiving a new food product from them so would like a refund.

  Business response

  01/09/2024

  Unfortunately, we were not aware of this customer's issue with the merchandise order he received until this report. We have spoken to this customer regarding his concerns with the merchandise order fulfilled by our third party vendor. apologized for the issue, and are sending him a replacement order via *** today.

  Customer response

  01/09/2024

   
  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

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 8th I was bullied by ****** only 2 cooks who is racist towards every black woman that steps foot inside that waffle house. ******************************* and *****. They bullied me the whole night I was there and then proceeded to lie on me and get me fired. How can you get someone fired when they're the ones who give out ***************** kinds of drugs, smoke weed while ********, never wash their hands, sleep on the job because they're too high or intoxicated to work. So many people have threatened these two people because they're nasty, rude, and don't care about how they handle people's food or feelings.

  Business response

  01/03/2024

  Unfortunately, it appears this former Associate has contacted the Better Business Bureau in error. All of our restaurants have their Associate Hotline contact information posted for Associates to report employee related concerns so they may be adequately investigated by the appropriate party.

  Although this former Associate alleges this took place on October 8th, Waffle House, **** currently has no record of this person contacting their Associate hotline regarding their concerns prior to January 3, 2024.

  Customer response

  01/04/2024

   
  Complaint: 21085850
  
  I am rejecting this response because: Waffle House on *************** is full of bullies and racist. Every time they're in the wrong they blame the employees. The managers and and upper management Never holds the correct people accountable and there's no point in calling a hotline when that helps with nothing and we still get fired for trying stand up and protect ourselves against the bullies. I was there since April and on more than 3 occasions did I make complaints to management ND guess what? They brushed it off as if I didn't matter but the customers loved me and never had an issue with me. There were so many customers wanting to harm the ************************* and ***** and I've I had to save their lives on several occasions because they don't wash their hands, they're always under the influence of methods and alcohol.  They even trade $15 meals for drugs every weekend. And those are the same 2 cooks who has gotten every black waitress fired since April of 2023 . If I could sue ********************** for wrongful termination and harassment on the job I definitely would
  
  Sincerely,
  
  *********************

  Business response

  01/04/2024

  As previously stated, this in an employment related concern and the employee related issue will be investigated by *************** according to our policies and procedures regarding Associate, former Associate, and potential Associate related concerns.

  If this person has any additional information they feel needs to be added to the report they filed with the Associate Hotline on January 3rd, ****, then they are responsible for contacting the Associate Hotline to report any additional information. The person assigned to investigate these allegations will follow up as part of their investigation.

  We would appreciate this person following proper protocol as outlined above so the investigator may have a complete record of their concerns.

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While traveling from ** to ** I decided to stop at the Waffle House located at ****************************************************************. To my surprise the waffle irons had drippings , the counter was filthy , bread was open and on the floor. I ordered a tea and after surveying the restaurant opted to not take the tea and not place a food order. I paid for the tea and when the manager approached me asking why I wasn't staying, he apologized for the lack of staff and offered to comp my meal. I would never eat here let alone use the facilities here. It is a disgrace how this location is even able to be open. Please send inspectors to this location ASAP

  Business response

  01/02/2024

  Unfortunately, we have no record of this customer contacting us directly via our online contact option therefore affording us an opportunity to investigate and address their concerns 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, however in order for that to happen we need the customer to tell us about their experience using the Contact option found on our website, www.wafflehouse.com. Once the customer has selected the specific location they visited, provided the date and time of their visit, details of their concerns and their contact information including a phone number, an official report will be transmitted to the appropriate party 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 recent visit as anticipated and look forward to them completing our online contact option at their earliest convenience to avoid any further delay in the appropriate party following up with them regarding their concerns.

  Customer response

  01/03/2024

  I am 82 years young and just wanted to get out of this location so no photos were taken.  I did though go to another location where their manager was aware of complaints in ************** and provided me the corporate office information.  I responded to the Waffle House request to update my concerns on their website www.waffle343139353239303634H.com today.  I look forward to an inspector visiting this location and getting them up to par, and if not, CLOSE THEM DOWN!

• Initial Complaint

  12/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ****, the Christmas manager at waffle house, threw me and my husband out of the h*** out of the restaurant with our two service dogs. She thought she came at me hot angry and nasty saying that they couldnt. I had to be on the forward at all service animals had to be on the floor. We had both of them sitting on a blanket in one chair so we put them on the floor. She didnt got in my face demanding to know why I had service dogs and I told her seizures. Then she demanded of my husband to see their IDs. We showed them to her. She said that wasnt sufficient enough that she wanted us out of the restaurant that we had away so we sit there for a minute and told her it was illegal if it gets federal law to not allow us in the restaurant with service dogs and she said she didnt care. She was calling the police so this restaurant needs to be audited. Their employees need to be trained and she needs to be fired. She was hateful and nasty and ugly and made a scene and then told us he gets fed or we could not be in the restaurant with a very small service old head out there appropriate service dog leashes invest in callers.

  Business response

  12/26/2023

  Unfortunately we have no record of this customer contacting us directly via our online contact options to express their concerns, therefore affording us an opportunity to adequately investigate their claims prior to contacting the Better Business Bureau.

  We would like to have the appropriate party investigate the customer's allegations and follow up with them. However, in order for that to happen, we need the customer to complete the Contact portion found on our website www.wafflehouse.com, making sure to select the specific location visited, include the date and time of visit, provide details of their experience, and a phone number where the customer can be reached. Once completed, the appropriate party will receive a report with this necessary information to begin the investigation process and follow up with the customer.

  We apologize 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 addressed.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 92 year old mother and I visited the **********, ******* location on 11/23/2023. We walked into a very loud environment from holiday music. An elderly gentleman in front of us was complaining about the volume as well as he was asking staff to repeat themselves. I concurred that the volume was too loud. And as my mother has severe hearing loss and wear hearing aides, I asked the staff if they could turn down the music. It is difficult enough for my mother to hear and understand me and others around her in a quiet room, let alone in a room with blaring holiday music. I was told by staff that they had no control of the music volume and it was set by the corporate office. It was not just about a company policy that was in control but the delivery of that information. Staff were rude, short/****, condescending and dismissive. I communicated to staff that we would not stay if the music could not be controlled by any means and there was no further explanation or apology. No one tried to keep our business and took up our place mats and simply said, ok. This is not how you treat customers. Especially the elderly with disabilities. We will not return to any location after we sought out resolve by providing customer feedback to the corporate website three times with no reply. I also gave feedback twice by calling the local manager there. I notified corporate that I would escalate my feedback and complaint to the BBB today and it would be up to them to give a public response. I cannot be the only one concerned about the volume with the elderly and unprofessional demeanor of the staff. This cannot be an isolated incident.

  Business response

  12/22/2023

  We are in receipt of the comments this customer entered via our online contact option on 12/20/2023 at 10:14am EST, which is the only record of any contact made by this customer regarding their concerns. Our records indicate the Division Manager attempted to reach the customer but did not receive an answer and left a message. Unfortunately, as of 12/22/2023 at 10:26am EST the customer had not returned her call.

  Additionally, her investigation into the jukebox volume concerns found it was slightly out of range. Therefore, the decibel levels were adjusted down slightly to be within range and a new volume control device was ordered to replace the locations missing one.

  We apologize this customer was unable to enjoy their recent visit as anticipated and look forward to them returning the Division Manager's call at their earliest convenience to discuss any further concerns they may have.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need a call. I live in ************ ** and on any day yall have Shaonna just being rude to customers fir no reason at all. I have my 9 years old child. I let it go and went to oak grove. I will not anymore. She's yelling at employees and customers unacceptable.

  Business response

  12/18/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option, therefore affording the ***************** Team or franchise owner the option of contacting them to address their concerns prior to the customer contacting the **********************.

  We would like to have the appropriate person follow up with the customer, however in order for that to happen, we need the customer to utilize the tools we have made available for customer's to contact us. They may visit our website, www.wafflehouse.com and select Contact at the bottom of the web page or they may click the Contact Us link on our ******** page. Once the customer has provided their contact information, including a phone number, details of their concerns, selected the specific location they visited, and the date and time of their visit, a report is automatically generated to the appropriate party(ies) for review, investigation, and follow up with the customer based on our protocols and procedures in place for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to them utilizing our online contact option at their earliest convenience to avoid any further delay in them being contacted by the appropriate ***************** Team or Franchise Owner to discuss their concerns.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a online order on 12/13/2023 @ 2:49 am to be picked up at their *********, ** location. My son arrived and was told they didn't have any steak available for our order. My son told her to cancel the order. Later that morning my sons and I went to the ********, ** location to eat. I found out while there, the general manager was at the Fairfield location that day. I arrived at the location, and the general manager told me he was aware of the problem, that was the 1st thing the employee told him when he arrived. He closed out the receipt and gave it to me, and kept saying hold on to it because his boss might have questions about the money and the length of time would depend on my bank. It's going back to my cash card and neither one should take that long. Why did I need to show up at that location, he should have handled it. The amount is $36.79 and the check says closed at 1:29 pm on 12/13/2023. That # is ********.

  Business response

  12/18/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option,therefore affording the ***************** Team or franchise owner the option of contacting them to address their concerns prior to the customer contacting the **********************.

  We would like to have the appropriate person follow up with the customer, however in order for that to happen, we need the customer to utilize the tools we have made available for customer's to contact us. They may visit our website, www.wafflehouse.com and select Contact at the bottom of the web page or they may click the Contact Us link on our ******** page. Once the customer has provided their contact information, including a phone number,details of their concerns, selected the specific location they visited, and the date and time of their visit, a report is automatically generated to the appropriate party(ies) for review, investigation, and follow up with the customer based on our protocols and procedures in place for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to them utilizing our online contact option at their earliest convenience to avoid any further delay in them being contacted by the appropriate ***************** Team or Franchise Owner to discuss their concerns.

  Customer response

  12/22/2023

  Hi, I saw no need to contact you about this problem because I spoke with the general manager over that location in person. Your location did not have what I ordered online. The employee told the general manager about the problem when he arrived at the the store. When I arrived at the location that day after spending more money at the Homewood location. The manager at the Homewood location told me the general manager was there until 2pm. He texted him that morning while my family and I were there eating. Your general manager gave me the receipt I submitted and it has the date and time on it. The day I received the email from BBB about your response,.I submitted a online online complaint. The sad part is the way you have it formatted, there's no way to copy or to keep communication open with you, and the sad part is, you have not responded to my complaint. 

   

   

  Business response

  12/27/2023

  We do see this customer did complete our online contact option on Dec. 18, 2023 at 6:18pm EST after our previous response was filed. The records on that report indicate the Area Vice President called the customer in less than 24 hours but did not receive an answer. To date, there is no indication the customer has returned his call.

  We have asked him to make a final attempt to reach the customer. However, if the customer is not able to accept the call and unwilling to return senior management's call, there is nothing more we can do to assist her.

  Customer response

  12/27/2023

  This is truly unacceptable. I received the receipt from the general manager when  I arrived at the Fairfield location. He said he was refunding my money and to hold on to my receipt. Why would he have a need to call me, he saw me and was aware of the problem when I arrived. He did not call me, there was no call or message to return. Thats the dishonest way not to return my money. My phone number and email is on that receipt. Why didn't he call or email me if it was something else he needed to tell me? That's how businesses usually contact customers, it creates a paper trail. And to think I and my family ate at the Homewood location that same day and spent almost $50 dollars. It hurts my heart knowing they can be dishonest, I am literally in tears.

  Business response

  12/28/2023

  We are in receipt of another set of comments entered by this customer via our online contact option on 12/27/23 at 11:39pm. Our records indicate once again the Area Vice President attempt to call the customer, but received not answer. His notes indicate he then emailed and sent the customer a text message.

  We feel our ***************** team, who are above the person she is referring to as a General Manager (what we call a Unit Manager) has done everything within their power to reach this customer. However, as stated in our previous response, if this customer is not willing to accept the calls from the Area Vice President or return any of his messages, then there is unfortunately nothing more we can do to assist her. 

  Customer response

  12/28/2023

  I did not want to close this complaint without you,  BBB knowing  that I did leave a message after 11:30 pm 12/27/23  on Waffle House contact site. I had to let them know again, No one has called me, and I was hurt and upset that they would be so "dishonest ". I also ask why they didn't text or email me. I told them that a business would want a paper trail when trying to do business. Well, *************************** reached out to me this morning by text and a email. He is over the ********** restaurants. He contacted the higher up manager at the Fairfield location. At 2:00 pm today, I arrived and was refunded $36.79 in cash. As it turned out, ***** was the manager that closed out the ticket and gave me the receipt. He was surprised when I told him about someone had been calling me and they would attempt to call me again and if I didn't answer there was nothing they could do. He said, I  have not called you, and I believe him. *************************** was a God send by reaching out to me. I also believe ***** was in the dark, he thought the problem had been resolved. 

*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. ↩