ComplaintsforWaffle House

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Store address: ******************************* ** ***** Incident time: 6:30am Date: 12/16/23 Manager coming on duty:************************* Server: (Problem)************************ As I was typically coming in Waffle House around 6:30am for some coffee and breakfast prior to our mens bible study I met ****************** as my server who took my order. As I came in not greeted and waiting for service she came. She delivered a water and I reminded her I needed a coffee as well. She immediately said with a nasty attitude I have to brew it first. I was appalled at the attitude and just assumed she was having a Terrible shift till one of her other customers jumped up and said to the cook cancel my order if shes going to be a b**** then proceeded to storm out. I could see the guys perspective and understand but again though it was best to show love regardless. I checked out and tipped her 20% Although all of me said not to tip at all with service like so. I asked for a coffee to go and started to drive down the road sipping it and sucked up part of a napkin that was put in the cup. It was obviouse she put this in my coffee. I was struck and all at once sick. I proceeded to go to bible study then circled back to submit a complaint to ************************* (manager) at the same store. He said hes sorry that happed and I asked for corporates contact to file a report in hopes to prevent this level of service ever happening to someone else. Wild because Ive grown up going to these waffle houses but its seems in this area service is terrible to the point I drive 30 minutes out of the way to eat. Obsurd corporate cannot take control. Hopefully this helps our community.

  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

  12/18/2023

  I let the manager ******* know at that location and he just said Im sorry that happened. He should have notified the regional manager, franchise owner and corporate. Its sad corporate puts ownership back on the customers. It just goes to show you how detached they are from the consumers and ensuring a quality experience. The opportunity to remedy was given upon notifying your Managment team. 

  Business response

  12/18/2023

  Unfortunately, without the customer utilizing the online Contact options we've made available, we have no official record of the customer's issue. The online contact options are the appropriate way to file an official report regarding any customer concerns, but that can only be done by the customer. 

  Again, as we previously requested, we ask this customer to complete the online contact option at their earliest convenience to officially file their concerns so the senior management team or franchise owner can follow up with them.

  If the customer is not willing to file an official report as we have requested, there is unfortunately nothing more we can do to assist them.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hoping you can help me. I tried contacting Waffle House through your website on Monday, but did not get a response.The issue is that Friday December 1st, 2023 I got into a car accident on ************ right outside the Waffle House at *********************************************************. The time of the accident was somewhat before 12:34 PM.I called to get the video and was told to call back later and speak with a Manager. I called to speak with the Manager and was told to contact Waffle House corporate, so I did via your website.The accident is NOT with anybody who works there or is in any way affiliated with Waffle House.I would just like someone to please provide the video if you have it. I will be more than happy to pay for your reasonable time searching for it and reviewing footage.Respectfully requested,*******************************

  Business response

  12/08/2023

  Our records indicate this person was contacted by our ******************* on 12/8/2023 explaining our policy regarding the release of security camera footage.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered online at Waffle house on *************************. In *******, ********. #**** and it went to ****************************************************************. I am 3hrs away and I cannot pick up the order. There is not a way to cancel this order online nor can I reach a live person to solve this issue. Since it is pending, I'm not able to dispute it with my bank. Which has left me out of the money and no way to get help.I submitted a email complaint to the help desk at waffle house customer service.but I'm not sure when they can get back to me if If they can fix/refund me.

  Business response

  11/24/2023

  Unfortunately, we do not have a Customer Help Desk nor do we have any record of this customer completing the Contact portion of www.wafflehouse.com regarding their concerns, therefore affording the ***************** team or franchise owner an opportunity to address them prior to contacting the Better Business Bureau. 

  If the customer will complete the Contact portion of our website, making sure to select the specific location they ordered from, include the date and time of order, online order number, and their contact information, the appropriate ***************** team or franchise owner will receive a report containing this necessary information and follow up with the customer. 

  We are sorry to hear the guest experienced any technical difficulties in placing their online order and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in addressing their concerns.

  Customer response

  11/25/2023

   
  Complaint: 20911489
  
  I am rejecting this response because:

  I never received the food. And Company is denying that it has a help desk only reached by email. I have submitted copies of charge and help desk email. My phone number is *************. 
  
  Sincerely,
  
  **********************************

  Business response

  11/27/2023

  Unfortunately, based on the email attachment provided by the customer, it appears they mistakenly sent an email to the ************* Services Help Desk in error. As we previously stated, we do not have a Customer Help Desk email, which is why we encouraged the customer to complete the Contact portion of our website.

  To date, the customer still has not done so. Therefore creating further delay in the appropriate party being able to review their concerns and follow up with them to resolve those concerns. Once again, we urge this customer to complete the Contact portion of our website at their earliest convenience to avoid any further delays.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 25, 2023, I placed a to-go order for a waffle at my local Waffle House unit ****, which is the same one I have frequented several times. I arrived home and began to eat my Waffle. While eating my Waffle I bit into a hard object, and immediately spit it out to find that a white bottle cap was cooked into my Waffle. I took a photo of the Waffle with the bottle cap cooked inside and went back to the Waffle House location, to put a complaint in. I showed the waffle to the waitress and she was extremely nonchalant about it, not sure if it was because they were busy at the time or she simply did not care. She took the waffle back and told me a manager by the name of ***** would speak to me. I never heard from the manager and although my tooth hurt and was sore from ******* unto the bottle cap, I didnt think much more of it. I began to feel tooth sensitivity from that point on, but thought maybe I had a cavity, only to find out that I actually cracked my tooth and over time the cracked tooth caused me more pain. I visited my dentist on November 3rd for the pain after it began to worsen, and it was no longer just sensitive to hold and cold, but to everything. They took an X-ray and revealed that I did not have any cavities. To identify the issue, they put a camera inside my mouth to take a photo and my tooth was cracked. They provided me with a temporary solution by taking part of the cracked tooth out and filled in the hole, but this again is just a temporary solution. My tooth must be extracted and I will need an implant. I am not seeking pain and suffering and not looking for a financial gain, but I would simply like for Waffle House to take on the financial burden of these dental bills for the extraction as well as the tooth implant. That is all that I am asking for. I have photos of the waffle as evidence as well as dental records to support that I did not have any cavities in that tooth and estimates for the extraction and implant.

  Business response

  11/13/2023

  Unfortunately, we have no record of this customer contacting us via our online contact option for reporting customer concerns, therefore affording us an opportunity to investigate them at the time.

  We encourage this customer to use the Contact portion of our website to report their concerns and make sure to include their contact information, date and time of their visit, and select the specific location visited. Once completed, a report will be immediately generated to the appropriate partie(s) for review, investigation to the best of our abilities, and follow up with the customer.

  We are sorry this customer was not able 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.

  Customer response

  11/18/2023

   
  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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  More than 3 times I have went to the waffle house and the employees there have the front door locked . Waffle house is a 24/7h business correct? I have showed up different times throughout the night/early morning and the business appears to be open. Lights are on and there are no signs anywhere stating otherwise. 10-31-23 I asked one of the employees why the doors were locked and she claimed they were closed with 2 young customers(employees friends) sitting inside already eating . I asked why they were closed and the employee shrugged her shoulders and rolled her eyes and through the glass gave a hand jester that they had to clean. This was only at 1:30am . The 2 employees there that night shoulve just started their shift at either 11 or 12 . This has happened more than 3 times on 3 different occasions. Whoever the manager is needs to fire these lazy excuses of workers because they are locking the doors at night so they can just get paid for doing absolutely nothing . Only letting in certain people. Believed to be friends of they employees . No wonder they have no business its because they have no customer service skills and obviously the doors stay locked so customers cannot get in . Online the website states they are open and it is a waste of time calling because I called the store phone while i was in the parking lot and they didnt even bother to answer the phone. POOR MANAGEMENT RUINS A BUSINESS FIX IT . OR SHUT IT DOWN COMPLETELY ! Thanks for your time

  Business response

  11/06/2023

  Unfortunately, we have no record of this person contacting us via our online Contact Form regarding their concerns, therefore affording us an opportunity to address them prior to their contact with the Better Business Bureau. 

  Had this customer reached out to us directly, we would have explained that unfortunately we are not immune to the staffing crisis and supply chain issues still plaguing every industry across the country. Therefore, some of our locations may not offer our standard 24/7/365 full service. For example, if the ***************** Team or franchise owner of the location feels a supply/staffing shortage and/or inexperience of newly hired Associates will hinder the customers experience, they may choose to temporarily alter from our standard 24/7/365 full service business model by closing a unit for a shift or more, close-off sections or seats, offer dine-in service only, offer to-go only service, not accept orders over the phone, offer a limited menu, etc. These decisions are made on a local level based on their staffing reality at the time.
  
  In addition, some of our locations are scheduled to only offer to-go services between certain overnight hours. Other locations have had walk up windows installed for to-go orders and do not allow customers inside the restaurant when they are on a to-go only status. We are also testing online ordering in several states, which disables the phone line within the restaurant.
  
  Furthermore, we would have offered to share the customer's feedback and contact information with the appropriate ***************** team or franchise owner If the customer would like to speak to them regarding their need to temporarily alter from our standard full-service business model or any service-related concerns,

  If this customer would like to speak to the appropriate party, we encourage them to complete the Contact portion of our website, making sure to include their name, valid contact information, select the specific location they attempted to visit including date/time, and the details of their concerns. Once completed, the senior management team or franchise owner will receive a report and follow up with the customer based on our protocols and procedures for addressing customer concerns.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Employees smoke weed on premises starts fights with people rude to customers shut the store down throughout night because they don't want to work and they are racists some don't wear the correct footwear

  Business response

  10/23/2023

  Unfortunately, we have no record of this guest contacting us via our online Guest Response Contact Form, 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 them. However, in order for that to happen, we need the guest to complete the Contact portion of our website, making sure to include their name, phone number, select the specific location they visited, date and time of visit, and details of their concerns. Once the completed form has been submitted, a report is immediately generated and 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 this customer was unable to enjoy their recent visit as anticipated and look forward to them completing the contact form at their earliest convenience so the appropriate parties may investigate their allegations and follow up with them.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/29/2023, I purchased a Waffle House Gift Card for my husband's birthday gift. On July 20, 2023, he ordered his food at the Waffle House (**********************************************************************. *****) and gave the gift card to the cashier for processing. The cashier ran the gift card and she said the machine did not accept it. He contacted the Waffle House gift card line at ************** and spoke to the representative. The representative confirmed that there was money on the card ($25.00). On 8/12/2023, my husband went to the same location, ordered food attempted to use it, and was told the machine did not accept the card. On 9/8/2023, he returned to the same location, ordered food, gave the cashier the card, and was told the machine did not accept it. He called the gift card line again while in the Waffle House. My husband had the gift card representative discuss the issue with the cashier. They could not figure out the cause of the problem. So, I contacted Waffle House corporate *************** and left two voicemail messages (on 9/13/2023 for ****** and 10/2/2023 at an extension ****). I have not received a return call from corporate staff. Clearly, Waffle House is selling gift cards in store that do not work. I've exhausted all avenues with Waffle House in trying to resolve the matter. I am requesting a refund in the amount of $25.00 and that all Waffle House gift cards to be removed from retail stores to avoid further aggravation for future customers.

  Business response

  10/12/2023

  Unfortunately we have no record of this customer previously contacting us via our online Contact option regarding their concerns prior to their complaint submitted to the Better Business Bureau. Therefore, we have created a report on their behalf using the comments, photos, and contact information they provided to the BBB and 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 apologize this customer has had issues attempting to use the gift card purchased and look forward to the appropriate party contacting them with a resolution at their earliest convenience.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not wash hands and handle food with out gloves. Was messing with face and hair when cooking food. Bugs in kitchen area

  Business response

  10/09/2023

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

  We would like to have the appropriate ***************** Team or franchise owner follow up with the customer regarding their recent experience. 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 they visited, date and time of visit, details of their concerns, as well as adequate contact information including a phone number where they can be reached. Once the form has been completed with all necessary required information, a report will be immediately transmitted to the appropriate person for review and follow up with the customer based on our on protocols and procedures for addressing customer concerns.

  We apologize this customer was unable to enjoy their recent visit as anticipated and look forward to them completing our online contact form at their earliest convenience to avoid any further delay in the appropriate person following up with them.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came in the store at 7pm Sunday Oct 8. Place and order to go. The Cook said it would be 20 mins to the waiter taking my order. The waiter told me it would be 20 min. I said thats fine Ill wait. The waiter told the cook my order and the cook said did you tell him it would be 20 mins as if she was trying to convince me to leave. The Cook left the building leaving the waiter by herself to clean the entire place and deal with customers coming in and leaving. The cook went outside sat in her van and didnt return back inside until 7:45 pm. End up getting my to go order an hr later.

  Business response

  10/09/2023

  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 complete the Contact portion found on our website www.wafflehouse.com, making sure to select the specific location they visited, date and time of visit, details of their concerns, and provide their contact information including a phone number where they can be reached. Once the form is completed, a report will be immediately transmitted to the appropriate person for review and follow up with the customer based on our protocols and procedures for handling customer concerns.

  We apologize this customer was unable to enjoy their recent experience as anticipated and look forward to them completing our online contact form at their earliest convenience to avoid any further delays in the appropriate person being able to follow up with them.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an online order when I approached the establishment the waiter wouldnt let me in saying they were close so I walked around to the pick up window and tapped my phone to show her I had an online order and she unlocked the door while unlocking the door we had an verbal disagreement shes that I was doing to much and I told her I was just trying to pick up my order so while shes cursing me I try calling corporate and I couldnt get anyone so a relative of her walks into the establishment and start having words then went to her car and got a gun so I called the police while waiting on the police I witnessed her letting different individuals in and out the establishment with no problem the police can I got a report and still didnt get any food nor my money back

  Business response

  10/09/2023

  We are in receipt of the comments filed by this customer on 10/5/2023 at ****** EST. Our records indicate the Division Manager attempted to reach the customer, but unfortunately the customer did not answer and there was no option to leave a voicemail. As of 10/6/23 at 1:18pm EST, the Division Manager had still not been able to make contact with the customer.

  We have asked the Division Manager to make a final attempt to reach the customer and strongly encourage her to either accept the call or have a voicemail option available. If the customer chooses to not answer or at least have a voicemail option, then we will be unable to discuss her concerns with her or adequately investigate her allegations.

  Customer response

  10/09/2023

   
  Complaint: 20697490
  
  I am rejecting this response because: I still havent been issued a refund for my order
  
  Sincerely, 
  
  *********************

  Business response

  10/09/2023

  According to our records, the Division Manager indicated the refund was issued on 10/6/23 by 1:36pm EST. However, once the refund has been issued on our end, it may take the customer's card issuer up to 10 business days to release the funds back to the customer. Unfortunately, we have no control over the amount of time their card issuer takes to release the funds.

*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. ↩