Good food ruined by poor execution
This would be a five star review, except for one thing: how to get the food. The hours for pickup through the drive-thru are crazy and never available. Curbside orders are ignored (I waited 15+ minutes on multiple occasions just to have to go inside to pick up the food that was waiting there; which would have been fine, if I was told to come in rather than wait with my blinkers on). When I’ve ordered breakfast and had to select walk-in, the restaurant was closed to walk-in and the employees were upset with me. It seems like almost every time there is some error in execution of the app.
The app is largely good, and the food is great. But get your execution together or your customers will be extremely annoyed.
The app is largely good, and the food is great. But get your execution together or your customers will be extremely annoyed.
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App bug compounded by abysmal customer service
We used this app recently and used the “reorder” function to quickly reorder our last purchase. We didn’t realize until we had paid that the app had doubled the order, despite us pressing the button only once. There is no cancel button. We got to the restaurant before they made the food and they couldn’t cancel it. We contacted customer service, they didn’t answer. The restaurant made us both orders and I called customer service the next day again. They answered and escalated the case. The people whom they escalated it to took a week to respond and said there was nothing they could do. Completely abysmal customer service. Whataburger isn’t what it used to be.
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Locations not online and app defaults to further away locatio
Not sure what is happening recently but both my roommate and I are having issues with the app. The location closest to us has been showing closed or online/off-line for a few weeks now so we are not getting credit for placing orders. Also, agree with others that the app defaults to the location further away at times. Both of us have had to drive to another location to pick up our order not realizing that the app changed locations on us.
What’s the purpose of having an app to reward customers when you cannot get it to work correctly.
What’s the purpose of having an app to reward customers when you cannot get it to work correctly.
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Immediate fail
It’s yet another restaurant app that limits what you can actually order in person and also save yourself money by doing so.
I have been ordering the same thing from Whataburger for years … a sausage biscuit, add egg. This is the same as a sausage egg and cheese biscuit with no cheese, however it usually costs less at most Whatsburger locations … if you order a sausage egg and cheese biscuit with no cheese, it will not lower the price of the sandwich, however, if you order a sausage biscuit add egg, it will usually be cheaper.
I downloaded the app to order this and test it out … the app will not let me add egg to a sausage biscuit sandwich, thus making it nearly useless to me on my first attempt to use it. If I can’t order such a simple thing on the app that I get constantly in person and have for years, that is a fail in my opinion.
I have been ordering the same thing from Whataburger for years … a sausage biscuit, add egg. This is the same as a sausage egg and cheese biscuit with no cheese, however it usually costs less at most Whatsburger locations … if you order a sausage egg and cheese biscuit with no cheese, it will not lower the price of the sandwich, however, if you order a sausage biscuit add egg, it will usually be cheaper.
I downloaded the app to order this and test it out … the app will not let me add egg to a sausage biscuit sandwich, thus making it nearly useless to me on my first attempt to use it. If I can’t order such a simple thing on the app that I get constantly in person and have for years, that is a fail in my opinion.
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Waste of time and poor service
I decided to try the app because a friend told me how nice and easy it was. I used the app to order milkshakes for my family. Pay it online through the app. Drove across town to the location to pick up my milkshakes and they told me their milkshake machine was down. Not only did I waste my time and my gas, the restaurant won’t refund me my money even though they get paid. The customer service through the app I can only take your information and I can’t get an answer as to when I will get my refund. This is a ridiculous system. The restaurant got my order for my milkshakes. Why couldn’t anyone have called me to tell me my order could not be fulfilled? I had no reason to wait 10 minutes and then drive across town for another 15 minutes to be disappointed with my family in the car.
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If owed a refund they’ll make you dance…
If you place an order through the app and pay with the app then you better hope the store is now not out of something you ordered. The store is unable to give you a refund and they tell you to go through the app. If you call them through the app be prepared for 20 questions. You cannot just give them the order number (which has all the information needed for the refund), you have to tell them the store number, exact time of order, which items was missing, how to spell your first name (seriously… they asked this) and then they ask for the order number. At that point, realizing all the information up to this point could have been pulled FROM the order number (payment method contained my full name) I politely give her the order number and then told her on Whataburger could keep my $2-$3 the shake costs. Instead of a refund, I asked her to please inform the leadership that this waste of my time is what pushed me from annoyed to angry.
Sure, it is a little thing. However, the lazy programming that made me jump through hoops to fix a problem they caused combined with their disregard for my time is inexcusable.
Sure, it is a little thing. However, the lazy programming that made me jump through hoops to fix a problem they caused combined with their disregard for my time is inexcusable.
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Excellent app but I have a request
The app is excellent, I use it all the time!
However I have a suggestion for how to improve it: When I place my order inside at the counter I ask for “mustard on both sides”, the way I like my Whataburger. The option is apparently programming into the register, it prints out on the receipt!
But on the app the only option is to request extra mustard via the slider and my Whataburger is prepared with all of the mustard on the top bun.
Please add an option in the app for “mustard on both sides” or at least a way to provide special instructions. Thanks!
However I have a suggestion for how to improve it: When I place my order inside at the counter I ask for “mustard on both sides”, the way I like my Whataburger. The option is apparently programming into the register, it prints out on the receipt!
But on the app the only option is to request extra mustard via the slider and my Whataburger is prepared with all of the mustard on the top bun.
Please add an option in the app for “mustard on both sides” or at least a way to provide special instructions. Thanks!
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Latest Update Falls Short
I’ve used the app for quite some time with few minor issues. But now it’s become a major pain. I usually stop early morning in the way to work and again in the evening on my way home. If I want to replicate the 4am drive through order for dinner it won’t let me. The only option available is drive through but it wants to set it for some future time after 11:00 pm. I actually had to call the store to see if they still did curbside service. So after a few more attempts over a week I finally figured out it copied the entire order including type and when I placed the order. Therefore I now have to redo the entire order. I get wanting to fix glitches and incorporate improvements but WOW. This is a pain.
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Worst app ever
Don’t waste your time with this app. I was so excited when they got the app. No more long waits with the curbside pickup. The first time I used it I placed my order (est. wait was 7-9mins), it took me 10 mins to get there. Went online put the parking spot I was in and waited. I noticed 2 sets of cars go all the trough the drive line and got their food faster then me. After 20 mins I went inside to ask about my order. The cashier found it at the drive through line. The girl assisting the drive through got busy and forgot to bring it out. The food was cold and the soda melted down. I didn’t take my order and asked for a refund instead. I was told I would have to go through corporate to get the refund. I called the 1800 number twice in the last two weeks and still no refund yet. So disappointing.
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Good App, terrible location selection
Every time I place an order, the app defaults to a location further from where I am than one closer. I even favorited the closer location, but it still tries to force me to the further location. Tonight, I manually selected the favorites location, but somehow the app forced the order sent to the further location. I waited at the favorited location for over 25 minutes because its not uncommon for that location to take a while during the dinner rush. I called the location who apologized and said the person in the selected slot was saying wrong order. The manager then asked me if I had the correct location which is when I checked and realized the app had forced me to another location. Now my family is driving across town to get our order. Previous issues (which happened repeatedly) with the app were we would check in and wait, call the location only to be told they don’t see a check in.
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