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Business Profile

Restaurants

Waffle House

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

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Waffle House has 822 locations, listed below.

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    Customer Complaints Summary

    • 148 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered food online.When I arrived at the location,the store was closed.Never got a refund for the order

      Business Response

      Date: 06/24/2024

      We are in receipt of the comments entered by this customer via our website Contact option on 6/23/2024 at 8:11am EST. Our records indicate the Division Manager attempted to call the customer within 7 minutes of receiving the customer's comments, but unfortunately did not receive an answer so he left a voicemail for the customer. As of today, 6/24/2024 at 11:15am EST, there is no indication the customer has returned the Division Manager's call.

      We would like the Division Manager to address the customer's concerns, however in order for that to happen, the customer will need to return the Division Manager's call at the number left on the voicemail. We look forward to the customer returning the call at their earliest convenience to discuss their concerns.

    • Initial Complaint

      Date:06/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 employee ***** had screamed 3 different times at her employees and when one of them said they needed to go outside to cry she said if youre going to cry then just leave. Some costumers also came to the rescue of the employee and screamed at ***** this reflects how poorly she was treating people. Such a person should not be in a business and hurts your own brand. I hope to see action being taking against such behavior.

      Business Response

      Date: 06/19/2024

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

      Since Service and product related concerns are best investigated and addressed by the ***************** team or franchise owner of the location visited, we encourage this customer to complete the Customer Contact Form on our website, making sure to select the specific location they visited, date and time of visit, details of their concerns, and include a phone number where they can be reached. Once completed, the appropriate parties will receive an official report with the comments for review and follow up with the customer.

      We apologize if this customer was unable to enjoy their recent visit as anticipated, or if they missed the Contact link on our website and look forward to them completing it at their earliest convenience to avoid any further delay in the appropriate person being able to investigate and follow up with them regarding their concerns.

      Customer Answer

      Date: 06/19/2024

       
      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

      Date:06/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Upon walking into the location there are dirty dishes all over the counter. The employees are arguing about orders and who was going to cook. The grills didnt look like they have been cleaned all day.

      Business Response

      Date: 06/10/2024

      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 contact with the Better Business Bureau.

      We would like to have the appropriate ***************** team or franchise owner follow up with the customer regarding their recent visit. However, in order for that to happen, we need the customer to complete the Contact option found on our website for reporting customer concerns, making sure to include the following necessary information:

      Name

      Address

      Phone Number

      Specific Location visited

      Date and Time of visit

      Details of their Concerns

      Once the online Contact option has been completed with the necessary details above provided, a report will immediately be generated to the appropriate parties 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 getting their concerns addressed by the appropriate party.

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      There were cockroaches crawling around my booth and on wall

      Business Response

      Date: 06/04/2024

      Unfortunately, we have no record of this customer contacting us directly regarding their concerns therefore affording us an opportunity to investigate and address them prior to their contact with the Better Business Bureau.

      We would like to have the appropriate ***************** team or franchise owner investigate and follow up with the customer regarding their concerns. 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 the visit, details of their concerns, and their contact information. Once this has been completed, a report will immediately transmit 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 was unable to enjoy their recent visit as anticipated and look forward to them completing the online contact option we have available for customers to report issues at their earliest convenience to avoid any further delays in someone addressing their concerns.

    • Initial Complaint

      Date:05/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      on may 24 I took my twins to the Waffle House on their birthday, and the customer service was just horrible, my twins was given two Waffle House hats to get two free waffles, and the waitress and supervisor denied them to use the two free waffle hats, it was not kind, friendly or professional at all. the hats that was given to my twins had no expiration date on them, and they flat stated they do not take them any longer, twins was disappointed in the rudeness of the waitress. the hats came from chapelfied elementary for good behavior, and they was told they could not use it. not acceptable for 2 9 years old..

      Business Response

      Date: 05/28/2024

      Unfortunately, we have no record of this customer contacting us directly via our online contact option, therefore affording us an opportunity to address there concerns prior to their contact with the Better Business Bureau. In addition, the photo uploaded by this customer is our standard paper hat worn by our Grill Operators and passed out to patrons when requested. We are unaware of any type of paper hat being printed with any type of discount or free item listed on it.

      This combined with the fact Service and product related concerns are best investigated and addressed by the ***************** Team or Franchise owner of the location visited, we would encourage this customer to utilize the Contact option on our website making sure to select the specific location they visited, include the date and time of the visit, details of their concerns, and a phone number where the customer can be reached. Once completed a report will be immediately generated and transmitted to the appropriate parties for review, investigation, and follow up with the customer.

      We apologize for any misinformation that *** have been received regarding discounts available in our restaurants and look forward to this customer completing our online contact option at their earliest convenience.

    • Initial Complaint

      Date:05/21/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Order # ***************** WAFFLE HOUSE #**** ************************************************* At 8:24pm on May 11, 2024, I placed an online order at Waffle House #****. I immediately realized that this was not the location nearest to me and attempted to cancel the order online. There was no such option. I clicked 'Contact Us' on the website and got a message directing me to call the store. There was no other way to contact Waffle House customer service/online support/nothing.So, I called the store multiple times. I got a recording saying orders are not taken over the phone and to please visit the website. There were no prompts or other ways to speak to an actual person. I tried pressing '0' and other buttons to get to a live person, but nothing worked. Waiting after the recording ended for someone to pick up the phone just repeated the recording.At this point, I went to my email inbox and noticed an email with a receipt for the order. Inside that email was a link to a form to send Waffle House a message, but still no phone number or other means to get a live person to assist with this time critical issue. I did, however, fill out the form at 10:20pm on May 11, 2024. 10 days later, I still have no response to that form.Given that this business made it IMPOSSIBLE to obtain any type of order support/customer service or be able to contact the location manager, I am requesting a full refund AT A BARE MINIMUM.I have attached the receipt and email documentation of the form submission from later that night (all in one file).

      Business Response

      Date: 05/22/2024

      We are in receipt of the comments entered by this customer via our online Contact option regarding their online order placed at the wrong location. Our records show the customer entered their comments on 5/11/24 at 10:19pm EST. In the event the refund was processed within 24 hours of the order being placed, the customer will not see a credit to their account, rather the pending charge disappears and the funds are released back to the account. If the charge actually posted to the customer's account by the time the refund was was processed on our end, it may take the customer's bank up to 10 business days to credit the funds back to their account.

      Our records further indicate that on 5/14/24 at 6:24am EST, the Division Manager noted the customer's order had been refunded. He also indicated at that time, he had not received a response from the customer after leaving a voicemail on the number they provided. We encourage the customer to return the Division Manager's call if they have any additional concerns or questions regarding the refund on our side and/or follow up with their bank as to when they intend to credit the funds back to the customer's account.

      We apologize for any inconvenience caused by the customer selecting the wrong location when placing their order may have caused and look forward to their bank crediting the refund we have processed to their account.

      Customer Answer

      Date: 05/23/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.  I can confirm that the refund was processed.  However, the manager must have misdialed as I have no such voicemail from them. I would have never submitted this claim had I gotten that voicemail.

      Thank you for the quick resolution nonetheless.

      This case can be closed with satisfaction.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:05/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:05/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:04/29/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Public humiliation and been lied on

      Business Response

      Date: 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

      Date:04/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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.

    Waffle House is NOT a BBB Accredited Business.

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