Complaints
This profile includes complaints for White Castle's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 65 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/06/2024
Type: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 made a mobile order with the White Castle app but the location ran out of the product I bought. They told me I needed to contact customer service to get a refund because they couldn’t refund me at the store?
Business Response
Date: 06/07/2024
Thank you for the information regarding this customer complaint. ******** ********* complaint has been sent to our District Supervisor and Regional Director to contact ********.
We will work hard to resolve this item for our customer.
Sincerely,
**** ********
Initial Complaint
Date:06/05/2024
Type: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.
On May 8th I ordered online at White Castle, it showed the store open 24 hours took my order and let me pay but when I got to the store it was closed. I have called the store a d the other numbers I can find and no one can tell me whom I need to speak to. I just want my money back.Business Response
Date: 06/10/2024
Good Morning! Thank you for sending us the information regarding **** ****** experience and that she is asking for a refund.
****'s message has been sent to the District Supervisor and General Manager for Castle 39 in Indianapolis and they will contact **** to make sure her issue is taken care of resolved to her satisfaction. We are sorry for the inconvenience and will work hard to keep **** a happy customer.
Sincerely,
**** ********
Initial Complaint
Date:05/29/2024
Type: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 had previously contacted White Castle customer service through their website and filled out the form in regard to my order. ******* called me from the store and told me to come up there and give her name and that they would replace my order. I just went up there and the manager on duty rang everything up and then called ******* who is saying that she never spoke with me. He then told the employees not to make the order and told me that I would need to call in the morning when ******* is there. So now not only did they mess up my order once but then lied to me saying that they never spoke with me and now wasting my time on getting this issue resolved. I want someone from corporate to contact me regarding this issue.Business Response
Date: 05/30/2024
Hello,
Thank you for letting us know about ****** ******** issue at Cincinnati Castle #70. Her information has been sent to our District Supervisor and our General Manager who will contact Ms. ****** and work to resolve her issue.
Thank you!
**** ********
Customer Answer
Date: 06/11/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
I spoke with her a week and a half ago and I have not received the gift card yet.
Regards,
****** ******Business Response
Date: 06/12/2024
Good Morning,
I am checking in with the District Supervisor to see when the gift card was sent to ******. I will let you know as soon as I hear. It could take a few days to get to her, so hopefully she receives it today or tomorrow. If not, we will make sure to send another gift card to her to make sure she receives it.
This is the address we have that it would have been mailed to:
****** ******
**** Lane St
Hamilton, OH 45011Thank you so much! **** ********
Initial Complaint
Date:05/25/2024
Type: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.
Placed a mobile order that would have been ready before closing time but due to the staffing the business was closed by the time I reached the window but the main complaint is at the speaker they confirmed they saw my mobile order but at the window they changed their story and said it wasn't there and they wouldn't make it for me, so at the ********** ******* location I placed a order and never received it and still got chargedBusiness Response
Date: 05/29/2024
Thank you for letting us know about ******* *****s issue.
This email, along with the receipts submitted have been forwarded to our District Supervisor, General Manager and Regional Manager to contact Mr. ****.
We will do our best to make sure this does not happen again and take care of this issue.
Sincerely,
**** ********
Customer Answer
Date: 05/29/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21759754
I am rejecting this response because:
Regards,
******* ****Initial Complaint
Date:05/23/2024
Type: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.
BBB transcribed from handwritten letter received via US Mail: Better Business Bureau 1169 Dublin Rd. Columbus, OH 43215 To Whom it may concern, I’m filing a complaint against White Castle of Newark, Ohio, White Castle System, INc., 904 Hebron Rd. Newark, Ohio 43055. 740-522-6467. With all due respect, I hope no biased is shown, because they are a company. I went to White Castle May 1, 2024. I bought 10 slider. I ask for NO pickles or No cheese and no onions that not on the receipt. I call back after I got home and talk with a woman manger and I told her nothing was on the slider. I told her I can’t eat the sliders and wet buns. She said I would get a refund in 10 days, why 10 days for something I ready paid for. I never received no refund. It been 20 days now and no refund. I couldn’t eat the slider with nothing on it or wet buns. It not the way I order it. I wrote Lisa Ingram President + C.E.O. of White Castle 555 Edge Waldo Way, Columbus, Ohio 43215. I never received no respond back? I call the white Castle in Columbus Ohio complaint line. 1-800-843-2728. I talk with a guy who lie and cover-up the wrongdoing. I talk with a woman who lie and cover-up the wrongdoing. She said she was going to have the manger call me for a refund. The manger didn’t call, because she knew she was lying. White Castle you are dealing with some dishonest people who don’t care if you was rip / off after you paid for your order. It total greedy and dishonest and coverup for their bad manger wrongdoing. I called this manger two times and ask where my refund. The manger would hang up on me. It show dishonestly. The manger knew it was her mistake. You will see on the White Castle receipt no pickle, no cheese, but no onions? White would anyone take off onions and give someone 10 slider with nothing on the slider. I told the truth, but the truth White Castle don’t care. If you ready paid for a order and you didn’t get what you order wouldn’t you want what you paid for. I can’t believe how dishonest White Cast and people who work there know it was the manger mistake, but cover up the wrongdoing. I hope you call and see why they think it okay and not take no accountable for their mistake, and they know it was their mistake. White Castle in Newark 740-522-6467. Columbus White Castle 1-800843-2728 President and C.E.O. Lisa INgram show she don’t care about customers rip/off. Patrick p. *********** 85 West Church Street, Apt 716, Newark, Ohi 43055-5040 740-670-3142Business Response
Date: 05/23/2024
Hello -
We will reach out to Mr. *********** regarding his letter to you. We will make sure his refund has been completed and talk to him about his order and the process to receive his refund.
Thank you, **** ********
Customer Answer
Date: 06/06/2024
BBB transcribed from handwritten letter received via US Mail:
To Whom It May Concern,
First to say, I got your phone call and no letter yet. Thanks for writing or calling White Castle.
I got what I order the first time that White Castle cover-up. What hypocrites if they didn't received what they order they would want a replacement.
No one was held accountable for their lies. I don't file a complaint if it not the truth. You see now, I was telling the truth.
Two week fighting White Castle.. And still a guy there act like i was to blame for his locations manager total lies.
Thanks again for your help.
Our Health dept in Newark, Ohio cover-up for these bad restaurant's bad food. They don't care if someone die eating bad food or cold food.
A new survey saying Newark, Ohio at the top for corrupt county. Newark, Ohio always been corrupt, and the F.B.I. know it.
******* ** ***********
** **** ****** ****** *** ***
******* **** **********
Initial Complaint
Date:05/08/2024
Type: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.
05/08/2024 1:25AM I was never given my receipt, my card was held up in the air and stared at after being scanned for payment, I received a purchase I didn’t authorize for a DoorDash order I never placed. It was the only place open when my significant other got off work and his only time to get something to eat and he has been sick on the toilet since 2:00am-8:00AM throwing up White Castle. This is his second time getting sick like this from this location the only close location open when he gets off work. And the first time I’ve had fraudulent activity done on my card from the only place I used my card at today.Customer Answer
Date: 05/08/2024
I just put in a complaint with White Castle on white bear in st.Paul,mn and I thought I had fraudulent activity on my account but I was able to get that situated and would like to dismiss that part of my claim as my significant other is still dealing with food poisoning.Business Response
Date: 05/08/2024
Thank you for the information provided by ****** *****-****. We have forwarded this information to our Regional Director for Minneapolis to make sure ****** is called right away.
I do not remember seeing this complaint prior to today, so if I missed this complaint, I am very sorry and I apologize.
We will work with ****** to resolve this issue as soon as possible.
Thank you, **** ********
Initial Complaint
Date:05/04/2024
Type: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.
When I Came into the Drive Through to Order Breakfast's to Go- The Person Who took My Order Apparently didnot understand and incorrectly Didnot Ring up the Right Order for Me and Instead Overcharge Me- I Paid By Credit Card- When I Looked at My Order and I Billed- I Realized That I Didnot Get What I Ordered. I Then Reapproached The Same Person Through the Drive Through- And Asked for A Credit to My Credit Card; Since He Didnot Ring Me up On What I Wanted- Another Person{Female} Gave Me Credit on My Order; and THREW My Credit Card through The Open Window of My Truck and it Landed on the floor of My Vechile and Said"I Really Don't want you back." The Male and her , Then Started Laughing at me.Business Response
Date: 05/06/2024
Thank you for sending **** **********'s complaint to us. Our Regional Director for the Minneapolis Region will reach out to **** to get more information from her as to which castle and more about what happened.
We will work with **** to resolve this issue as quickly as possible.
Sincerely,
**** ********
Customer Answer
Date: 05/29/2024
I Did not get any Followup from White Castle. Complaint ID Number: ********Customer Answer
Date: 05/29/2024
Just So You Know- White Castle to this Date Has Not Done Any follow up With My Complaint. Thank You. (Via Hiver)Business Response
Date: 06/26/2024
Hello,
Thank you for letting us know that you received a response from ****. *********************************, our Regional Director for ******** and *********** has tried several times to reach **** and the phone rings with no voicemail option. If you have a different number or an email address you would be able to send us, that would be great. That would give us other options to contact her. I will also reach out to her by mail.
We would love to speak with her to make things right for ****, but also to help make sure this doesn't happen again to any other customers.
Here are our contact numbers to reach us and we will look forward to hearing back from you with an email address for ****.
I can be reached at ************ and ******* can be reached at ************. Both numbers can be used with text messaging as well. Our email addresses are:
***********************************
***********************************
Thank you,
*************************
Customer Answer
Date: 07/19/2024
BBB transcribed from handwritten letter received via US Mail:
Dear Better Business Bureau
Complaint Number ID *******
I made out my complaint in April. It is now July - I have had no contact with White Castle - since my credit car was thrown in our truck & we were laughed at by their staff. Is this the way hard-up people are treated? White Castle has not called or written anything in the mail.
Don't let them mislead you!
They can always call me in the afternoon.
Thank You, ***************************
* The White Castle is on ********************************
Business Response
Date: 07/26/2024
Hello! I have just spoken with *************************** and we had a very nice conversation. She seems like a lovely person and we will be working hard to resolve this issue.
I will be sending her a $50 gift card today and also speaking with ********************************* about the unprofessional behavior of two of our team members, after watching security footage from April 8th between 9am and 11am.
Either ******* or I will be following up with ****, hopefully by the end of next week to let her know about the ongoing situation. We would love for **** to feel comfortable going back to her closest castle.
Thank you so much! *************************
Initial Complaint
Date:04/08/2024
Type: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.
On March 7th, 2024 my cousin ***** ****** and I returned from out of state and I wanted to stop at White castles. The closest one was on Rice Street. This was a little after 5:00 a.m.. we placed an order of burgers and my cousin got two double cheeseburgers with bacon. As I was pulling off from my peripheral vision I could see my cousin trying to get his sandwich to stay together and he said as he was doing that I should have had them put this in the microwave now I was pulling out of the lot onto Rice Street going to the right and I turned right on University to go west down University Avenue in St Paul. My cousin took a bite out of his sandwich he said it did not taste right before I could reach the light he threw it out of the window he said cousin you can have my other sandwich he did swallow what was in his mouth I did not touch my burgers until I got home which was almost 20 something minutes later I believe I was home probably 10 minutes or so before I took one of my burgers out of the bag I did see that it was a little hard it was cold I said well gosh why would it be cold already so I put it in the microwave and it had a different taste it was weird I swallowed it though and I started looking the burger over and then I pulled the other burgers out of the bag and the boxes. Examining them I could see that the burgers were old. I immediately called back up to the restaurant speaking to the manager whose name is ******. ****** confessed telling me that he did not want to throw them away they had made them already and we came and he served as the burgers and yes that they were old he knew that they were old but he didn't want to throw them away so he gave them to us he was very apologetic about it he said he would make it right he would make the burgers fresh for us he would give us our money back and then he went on to blame it on somebody else that he was training after he admitted that he gave us the sale burgers my belief is that these burgers sat overnightBusiness Response
Date: 04/16/2024
To: ******* ****
We want to apologize for the product you received, as well as the inconvenience caused. We have forwarded all of your information to our District Supervisor for Minneapolis, who oversees the Castle on Rice Street in St. Paul, along with our Regional Director of Restaurant Operations for White Castle.
They will contact you and make sure you receive your refund, and they will speak to you about your experience.
We are sorry you this happened, and we will work hard to make things right.
Sincerely,
**** ********, Corporate Relations Coordinator
Initial Complaint
Date:03/10/2024
Type: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.
Waited close to 1 hour. To get 4 cheese burgers and 1 onion chip, Cars where pulling out of the line and leaving because the service was absolutely horribleBusiness Response
Date: 03/11/2024
Thank you for reaching out to us about Mr. ***********'s complaint.
We have forwarded the complaint to our Regional Director for Minneapolis, and she will reach out to Mr. ********** as soon as possible. We will work to resolve the item in the complaint as quickly as possible.
Sincerely, **** ********
Initial Complaint
Date:03/03/2024
Type:Status:ResolvedMore 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 ordered through Uber eats at a white Castle on ridge avenue on the north side of Chicago and once I recieved my food there was a fingernail in one of my double cheeseburgers.Business Response
Date: 03/05/2024
Thank you for this message. We have forwarded Mr* ****'s complaint to the Regional Director of our Chicago Region and he will be responding. We will work to find out what happened to make sure if never happens again and that Mr* **** is reimbursed and happy.
Sincerely,
**** ********* Corporate Relations Coodinator
Customer Answer
Date: 03/05/2024
I accept the business's response to resolve this complaint.
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