Third time my order has taken over an hour to deliver with no updates
This app needs a lot of work when it comes to updating the customer on deliveries. I’ve placed maybe 12-15 orders, 6 of which I’ve needed to call the store or driver to confirm if my order has arrived. The driver also has hung up on me before. My order has only arrived at the designated time twice. Up until today it had only been an hour late twice, but I still at least got my order.
This most recent order was the deal breaker. No updates on my order for over an hour, called Whataburger, they said they had technical issues and they had no way of reaching the driver, then said they could only give it to me if I drove up there. Clearly this app isn’t ready for delivery options at least in my area. Would give it 1 star, but I assume it works fine for the other options.
This most recent order was the deal breaker. No updates on my order for over an hour, called Whataburger, they said they had technical issues and they had no way of reaching the driver, then said they could only give it to me if I drove up there. Clearly this app isn’t ready for delivery options at least in my area. Would give it 1 star, but I assume it works fine for the other options.
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App is good, Locations need to catch up
The app is simple and easy to use but still lacks the customization that Whataburger is known for at the locations. I order the Hatch Green Chile burger, but only wanted a single patty. The app doesn’t have a way to modify it nor a ‘instructions’ section to add this request.
I always include condiments on the app but rarely get them in my order when I go and pick up. I always have to tell them to bring them.
The last thing that is the worst part is the estimated time for the order to be done. It has never been ready at this time. Why have it stated if the order is not done? Otherwise, do what others have done and direct them to the restaurant and say that’s when the order starts to get made. See Chick-Fil-A app.
I always include condiments on the app but rarely get them in my order when I go and pick up. I always have to tell them to bring them.
The last thing that is the worst part is the estimated time for the order to be done. It has never been ready at this time. Why have it stated if the order is not done? Otherwise, do what others have done and direct them to the restaurant and say that’s when the order starts to get made. See Chick-Fil-A app.
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Defuniak Location
I absolutely LOVE whataburger, but this location is beyond words, horrible!!! We’ve tried it three times thinking maybe it was just bad staff or bad management.. surely it’s better this time. Not only did we order and pay online, we still had to wait 30 minutes after the stated time, logged the curb site number, went inside to let them know...and food was cold and awful. Something HAS to change.
There were tons of employees inside, only one table eating (older couple) and the drive thru was packed as usual. The long line of drive thru got their food before we did and that was already ordered, paid for and waiting. Then cold and awful!! Nothing like cold fries, cold burger and cheese wasn’t even 1/2 melted plus chicken sandwich not eatable!!! Unbelievable!!! Literally!!! Insane!
There were tons of employees inside, only one table eating (older couple) and the drive thru was packed as usual. The long line of drive thru got their food before we did and that was already ordered, paid for and waiting. Then cold and awful!! Nothing like cold fries, cold burger and cheese wasn’t even 1/2 melted plus chicken sandwich not eatable!!! Unbelievable!!! Literally!!! Insane!
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Terrible service and a buggy app
I just downloaded it and used it for the first time. Placed the order and it said it would take 45 min. hour and a half later still nothing. When I texted the favor delivery person (yes it’s just an app that connect to unreliable Favor app) the runner I asked “what’s the status of my order” and the runner just replied “it’s coming” then I asked for an eta and the runner said I’m not the only order, I said “I understand that, and just asking for an eta” and he said “like I said it’s coming you’re not my only order”. Still waiting and nothing. Then when I try to go into the app to check the status or contact support I get a bunch of loading windows that don’t work. Terrible experience. The should stick to burgers and stay out of tech.
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Works well as long as you don’t drive thru or use favorites
I’ve had good success using this with curb side pick up. It always seems to go pretty smooth and my orders are usually accurate.
When trying to use favorites, after adding the first favorite and trying to add the second favorite the app will lock up and give you the spinning wheel until you force close the app. Then you have to start your order over.
Forget using this app in the drive thru. It’s pointless. You wait in line like everyone else except get your food super fast then you can’t get out because you’re waiting on other people to leave. Now your food is cold. May as well just order in the drive thru. Curbside needs to be a permanent thing for online orders only after COVID let’s up.
When trying to use favorites, after adding the first favorite and trying to add the second favorite the app will lock up and give you the spinning wheel until you force close the app. Then you have to start your order over.
Forget using this app in the drive thru. It’s pointless. You wait in line like everyone else except get your food super fast then you can’t get out because you’re waiting on other people to leave. Now your food is cold. May as well just order in the drive thru. Curbside needs to be a permanent thing for online orders only after COVID let’s up.
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Costumer service needs to improve
I love the food, but the unfortunately they have made serious mistakes in their order. One time I order biscuits and gravy and when I open my food it was missing the biscuit. Another time I had to wait over 5 minutes on curbside before I had to get out of my vehicle and try to go inside the store. I understand that it kind of hectic right now and mistakes happens. But what I don’t understand is that I go to the app and tap on the contact costumer care. I take my time on filling out the form, put my contact information and sent pictures of the receipt and food. Expecting some form of reply and don’t get a response back. I had try 3 different times and never received a reply.
Love the food but I’m dissatisfied with their costumer care. Probably won’t be buying their food for the foreseeable future
Love the food but I’m dissatisfied with their costumer care. Probably won’t be buying their food for the foreseeable future
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Frustrating
This app is not user friendly or logical.
Twice now I've tried to use a discount I was notified of for ”Buy One Get One Free” sandwiches only to come up empty or paying for two sandwiches instead.
If you wanna use an app discount (”offer”) an employee has to scan a barcode in the app before it's applied. This means for a Buy One, Get One Free offer you're paying for two sandwiches first in order for your food to be prepared in time for Curbside pick up. Which defeats the point of mobile app deals or offers - because the discount should be applied in the order at checkout. Especially during the times of Covid-19 and social distancing / quarantine.
Secondly, once you click the offer the app registers you as using it, regardless of whether you actually did or not. This means if you accidentally close out your order or need to begin again for whatever reason, the coupon that just showed in your ”Offer” screen is GONE before ever using it or an employee scanned it. 😒
Overall this app has been more frustrating and complicated than simplifying and makes you want delete it or turn notifications off, because again, as soon as you click the ”Offer” (which includes the notification) it's gone.
2 stars because my local restaurant had my food ready as soon as I pulled up (even with a long line of drive thru cars).
Twice now I've tried to use a discount I was notified of for ”Buy One Get One Free” sandwiches only to come up empty or paying for two sandwiches instead.
If you wanna use an app discount (”offer”) an employee has to scan a barcode in the app before it's applied. This means for a Buy One, Get One Free offer you're paying for two sandwiches first in order for your food to be prepared in time for Curbside pick up. Which defeats the point of mobile app deals or offers - because the discount should be applied in the order at checkout. Especially during the times of Covid-19 and social distancing / quarantine.
Secondly, once you click the offer the app registers you as using it, regardless of whether you actually did or not. This means if you accidentally close out your order or need to begin again for whatever reason, the coupon that just showed in your ”Offer” screen is GONE before ever using it or an employee scanned it. 😒
Overall this app has been more frustrating and complicated than simplifying and makes you want delete it or turn notifications off, because again, as soon as you click the ”Offer” (which includes the notification) it's gone.
2 stars because my local restaurant had my food ready as soon as I pulled up (even with a long line of drive thru cars).
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Response from developer
Thank you for your feedback which we have forwarded to our Digital Team for review. To redeem an offer in a mobile order, select Offers, then tap the offer, select "With Mobile Order," select your location and complete your order. Any issues, let us know through Contact Customer Care.
Ordering on App
Downloaded the app because my husband wanted the buy one get one special you are running now. Finally got that done, then ordered the BOGO. It did not ring up showing the discount, by that time I didn’t even want a burger anymore. He left to go pick it up, not happy at all. If he comes back with two burgers I will be totally surprised. You need to either clarify what is actually being ordered (I.e. acknowledge the offer) so that a customer knows for sure, or fix the way the specials are handled. It was difficult setting things up, and as the quality of burgers has gotten worse over the last few years, it will be our place of last resort to get a hamburger. (Maybe not the last...there’s always Burger King which would be last.). This was a mess.
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Quicker to order at restaurant than app
I like to order through this app because I can order food without being interrupted while placing my order in person. However, the app does not speed up the process of getting your food. You have to set a time that you want your food to be ready. You click on the submit button, but you still have to check in with the front counter team member to let them know you’re there. If you don’t, you’ll be waiting for a while until a team member asks you if you’ve been helped. The few times that I’ve ordered through the app, the average wait time has been over twenty minutes. I arrived at one location recently and waited several minutes at the on-line check in sign before I was asked if I needed any assistance. Than it took another 25 minutes for me to get my food, which was not a big order. Patrons behind me and patrons ordering through the drive thru got their orders quicker than I did. When I got my order, it was cold. This may also have been an issue with the location which has already been reported. The other issue I have is that some locations we frequent the most are in an unreliable cell-phone areas and makes using the app difficult. Other fast food apps that I’ve used automatically place the order into the system without having to check-in in person. I’m sure improvements will be made and we will still visit whataburger since the value of the product is definitely worth the cost.
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Response from developer
Thank you for taking the time to give us your feedback regarding your recent online order. Feel free to report any issues like this to us through the app's Contact Customer Care option so we can escalate it to our Operations Team to improve our customer service. We thank you for your loyalty!
Customer Service
Have been to the NW McArthur location numerous times and have had good service! We had family in OKC over CHRISTMAS weekend. We went to eat a quick bite on Christmas Eve, at this location, at around 4:50 pm. We were informed as we arrived they would be closing at 6pm, which was fine as we felt we had ample time to eat and move on. We waited, waited and waited for our food and in speaking with other customers, they had also been waiting! People kept coming in and orders were still being taken as we waited! We finally got our order in a sack that was tossed at us with a reminder they would be closing at 6pm! Having to wait that long for a hamburger and fries is ridiculous to say the least! We will no longer be going to this location! I’m not going to beg any establishment to treat us with respect! I have no issue with them closing early on Xmas Eve but shut the lights off an hour early and take care of the people who had been waiting and lock the door! Terrible customer service!!
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Response from developer
We are sorry to hear about the service you received at one of our locations. Please feel free to report this issue through the Contact Customer Care feature in the app so we can escalate to our Operations Team. We hope to hear from you soon.
