araines1976 , 01/28/2023

Love the app…BUT

I love the WHATABURGER app, but really need some improvements. Wish there was a way to customize items. Yes, you can on lunch, dinner, but what about breakfast. I know for us as a family, we have some that don’t eat eggs and have some that just want eggs on their taquitos. Please just make it so you can customize

Here is the reason why. I go to the actual Whataburger and ask for something to be done 3 times, but yet, get to the window and see it’s rung up the wrong way and I am charged MORE!!! If I could just customize my stuff on the app and pick it up, it would make it so much easier. If there is a mistake, it might be my fault, but 99.9% of the time, it would be the person making the order inside. Anyways, please consider making adjustments to the app.

Rillie44 , 02/17/2020

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.

Developer Response ,

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!

AngrydadnamedJay , 08/23/2021

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.