Complaints

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

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• 

  Waffle House

  5986 Financial Dr Norcross, GA 30071-2949

• 

  Waffle House

  1021 Dillerville Rd Lancaster, PA 17603-2613

• 

  Waffle House

  708 Davis St Scranton, PA 18505-3506

• 

  Waffle House

  933 S State St Clarks Summit, PA 18411-1755

• 

  Waffle House

  5424 Whipple Ave Canton, OH 44720

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.

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  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.

  My 92 year old mother and I visited the **********, ******* location on 11/23/2023. We walked into a very loud environment from holiday music. An elderly gentleman in front of us was complaining about the volume as well as he was asking staff to repeat themselves. I concurred that the volume was too loud. And as my mother has severe hearing loss and wear hearing aides, I asked the staff if they could turn down the music. It is difficult enough for my mother to hear and understand me and others around her in a quiet room, let alone in a room with blaring holiday music. I was told by staff that they had no control of the music volume and it was set by the corporate office. It was not just about a company policy that was in control but the delivery of that information. Staff were rude, short/****, condescending and dismissive. I communicated to staff that we would not stay if the music could not be controlled by any means and there was no further explanation or apology. No one tried to keep our business and took up our place mats and simply said, ok. This is not how you treat customers. Especially the elderly with disabilities. We will not return to any location after we sought out resolve by providing customer feedback to the corporate website three times with no reply. I also gave feedback twice by calling the local manager there. I notified corporate that I would escalate my feedback and complaint to the BBB today and it would be up to them to give a public response. I cannot be the only one concerned about the volume with the elderly and unprofessional demeanor of the staff. This cannot be an isolated incident.

  Business Response

  Date: 12/22/2023

  We are in receipt of the comments this customer entered via our online contact option on 12/20/2023 at 10:14am EST, which is the only record of any contact made by this customer regarding their concerns. Our records indicate the Division Manager attempted to reach the customer but did not receive an answer and left a message. Unfortunately, as of 12/22/2023 at 10:26am EST the customer had not returned her call.

  Additionally, her investigation into the jukebox volume concerns found it was slightly out of range. Therefore, the decibel levels were adjusted down slightly to be within range and a new volume control device was ordered to replace the locations missing one.

  We apologize this customer was unable to enjoy their recent visit as anticipated and look forward to them returning the Division Manager's call at their earliest convenience to discuss any further concerns they may have.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  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 need a call. I live in ************ ** and on any day yall have Shaonna just being rude to customers fir no reason at all. I have my 9 years old child. I let it go and went to oak grove. I will not anymore. She's yelling at employees and customers unacceptable.

  Business Response

  Date: 12/18/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option, therefore affording the ***************** Team or franchise owner the option of contacting them to address their concerns prior to the customer contacting the **********************.

  We would like to have the appropriate person follow up with the customer, however in order for that to happen, we need the customer to utilize the tools we have made available for customer's to contact us. They may visit our website, www.wafflehouse.com and select Contact at the bottom of the web page or they may click the Contact Us link on our ******** page. Once the customer has provided their contact information, including a phone number, details of their concerns, selected the specific location they visited, and the date and time of their visit, a report is automatically generated to the appropriate party(ies) for review, investigation, and follow up with the customer based on our protocols and procedures in place for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to them utilizing our online contact option at their earliest convenience to avoid any further delay in them being contacted by the appropriate ***************** Team or Franchise Owner to discuss their concerns.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  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 placed a online order on 12/13/2023 @ 2:49 am to be picked up at their *********, ** location. My son arrived and was told they didn't have any steak available for our order. My son told her to cancel the order. Later that morning my sons and I went to the ********, ** location to eat. I found out while there, the general manager was at the Fairfield location that day. I arrived at the location, and the general manager told me he was aware of the problem, that was the 1st thing the employee told him when he arrived. He closed out the receipt and gave it to me, and kept saying hold on to it because his boss might have questions about the money and the length of time would depend on my bank. It's going back to my cash card and neither one should take that long. Why did I need to show up at that location, he should have handled it. The amount is $36.79 and the check says closed at 1:29 pm on 12/13/2023. That # is ********.

  Business Response

  Date: 12/18/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option,therefore affording the ***************** Team or franchise owner the option of contacting them to address their concerns prior to the customer contacting the **********************.

  We would like to have the appropriate person follow up with the customer, however in order for that to happen, we need the customer to utilize the tools we have made available for customer's to contact us. They may visit our website, www.wafflehouse.com and select Contact at the bottom of the web page or they may click the Contact Us link on our ******** page. Once the customer has provided their contact information, including a phone number,details of their concerns, selected the specific location they visited, and the date and time of their visit, a report is automatically generated to the appropriate party(ies) for review, investigation, and follow up with the customer based on our protocols and procedures in place for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to them utilizing our online contact option at their earliest convenience to avoid any further delay in them being contacted by the appropriate ***************** Team or Franchise Owner to discuss their concerns.

  Customer Answer

  Date: 12/22/2023

  Hi, I saw no need to contact you about this problem because I spoke with the general manager over that location in person. Your location did not have what I ordered online. The employee told the general manager about the problem when he arrived at the the store. When I arrived at the location that day after spending more money at the Homewood location. The manager at the Homewood location told me the general manager was there until 2pm. He texted him that morning while my family and I were there eating. Your general manager gave me the receipt I submitted and it has the date and time on it. The day I received the email from BBB about your response,.I submitted a online online complaint. The sad part is the way you have it formatted, there's no way to copy or to keep communication open with you, and the sad part is, you have not responded to my complaint. 

   

   

  Business Response

  Date: 12/27/2023

  We do see this customer did complete our online contact option on Dec. 18, 2023 at 6:18pm EST after our previous response was filed. The records on that report indicate the Area Vice President called the customer in less than 24 hours but did not receive an answer. To date, there is no indication the customer has returned his call.

  We have asked him to make a final attempt to reach the customer. However, if the customer is not able to accept the call and unwilling to return senior management's call, there is nothing more we can do to assist her.

  Customer Answer

  Date: 12/27/2023

  This is truly unacceptable. I received the receipt from the general manager when  I arrived at the Fairfield location. He said he was refunding my money and to hold on to my receipt. Why would he have a need to call me, he saw me and was aware of the problem when I arrived. He did not call me, there was no call or message to return. Thats the dishonest way not to return my money. My phone number and email is on that receipt. Why didn't he call or email me if it was something else he needed to tell me? That's how businesses usually contact customers, it creates a paper trail. And to think I and my family ate at the Homewood location that same day and spent almost $50 dollars. It hurts my heart knowing they can be dishonest, I am literally in tears.

  Business Response

  Date: 12/28/2023

  We are in receipt of another set of comments entered by this customer via our online contact option on 12/27/23 at 11:39pm. Our records indicate once again the Area Vice President attempt to call the customer, but received not answer. His notes indicate he then emailed and sent the customer a text message.

  We feel our ***************** team, who are above the person she is referring to as a General Manager (what we call a Unit Manager) has done everything within their power to reach this customer. However, as stated in our previous response, if this customer is not willing to accept the calls from the Area Vice President or return any of his messages, then there is unfortunately nothing more we can do to assist her. 

  Customer Answer

  Date: 12/28/2023

  I did not want to close this complaint without you,  BBB knowing  that I did leave a message after 11:30 pm 12/27/23  on Waffle House contact site. I had to let them know again, No one has called me, and I was hurt and upset that they would be so "dishonest ". I also ask why they didn't text or email me. I told them that a business would want a paper trail when trying to do business. Well, *************************** reached out to me this morning by text and a email. He is over the ********** restaurants. He contacted the higher up manager at the Fairfield location. At 2:00 pm today, I arrived and was refunded $36.79 in cash. As it turned out, ***** was the manager that closed out the ticket and gave me the receipt. He was surprised when I told him about someone had been calling me and they would attempt to call me again and if I didn't answer there was nothing they could do. He said, I  have not called you, and I believe him. *************************** was a God send by reaching out to me. I also believe ***** was in the dark, he thought the problem had been resolved. 

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  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.

  Store address: ******************************* ** ***** Incident time: 6:30am Date: 12/16/23 Manager coming on duty:************************* Server: (Problem)************************ As I was typically coming in Waffle House around 6:30am for some coffee and breakfast prior to our mens bible study I met ****************** as my server who took my order. As I came in not greeted and waiting for service she came. She delivered a water and I reminded her I needed a coffee as well. She immediately said with a nasty attitude I have to brew it first. I was appalled at the attitude and just assumed she was having a Terrible shift till one of her other customers jumped up and said to the cook cancel my order if shes going to be a b**** then proceeded to storm out. I could see the guys perspective and understand but again though it was best to show love regardless. I checked out and tipped her 20% Although all of me said not to tip at all with service like so. I asked for a coffee to go and started to drive down the road sipping it and sucked up part of a napkin that was put in the cup. It was obviouse she put this in my coffee. I was struck and all at once sick. I proceeded to go to bible study then circled back to submit a complaint to ************************* (manager) at the same store. He said hes sorry that happed and I asked for corporates contact to file a report in hopes to prevent this level of service ever happening to someone else. Wild because Ive grown up going to these waffle houses but its seems in this area service is terrible to the point I drive 30 minutes out of the way to eat. Obsurd corporate cannot take control. Hopefully this helps our community.

  Business Response

  Date: 12/18/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option,therefore affording the ***************** Team or franchise owner the option of contacting them to address their concerns prior to the customer contacting the **********************.

  We would like to have the appropriate person follow up with the customer, however in order for that to happen, we need the customer to utilize the tools we have made available for customer's to contact us. They may visit our website, www.wafflehouse.com and select Contact at the bottom of the web page or they may click the Contact Us link on our ******** page. Once the customer has provided their contact information, including a phone number,details of their concerns, selected the specific location they visited, and the date and time of their visit, a report is automatically generated to the appropriate party(ies) for review, investigation, and follow up with the customer based on our protocols and procedures in place for addressing customer concerns.
  

  We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to them utilizing our online contact option at their earliest convenience to avoid any further delay in them being contacted by the appropriate ***************** Team or Franchise Owner to discuss their concerns.

  Customer Answer

  Date: 12/18/2023

  I let the manager ******* know at that location and he just said Im sorry that happened. He should have notified the regional manager, franchise owner and corporate. Its sad corporate puts ownership back on the customers. It just goes to show you how detached they are from the consumers and ensuring a quality experience. The opportunity to remedy was given upon notifying your Managment team. 

  Business Response

  Date: 12/18/2023

  Unfortunately, without the customer utilizing the online Contact options we've made available, we have no official record of the customer's issue. The online contact options are the appropriate way to file an official report regarding any customer concerns, but that can only be done by the customer. 

  Again, as we previously requested, we ask this customer to complete the online contact option at their earliest convenience to officially file their concerns so the senior management team or franchise owner can follow up with them.

  If the customer is not willing to file an official report as we have requested, there is unfortunately nothing more we can do to assist them.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  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 hoping you can help me. I tried contacting Waffle House through your website on Monday, but did not get a response.The issue is that Friday December 1st, 2023 I got into a car accident on ************ right outside the Waffle House at *********************************************************. The time of the accident was somewhat before 12:34 PM.I called to get the video and was told to call back later and speak with a Manager. I called to speak with the Manager and was told to contact Waffle House corporate, so I did via your website.The accident is NOT with anybody who works there or is in any way affiliated with Waffle House.I would just like someone to please provide the video if you have it. I will be more than happy to pay for your reasonable time searching for it and reviewing footage.Respectfully requested,*******************************

  Business Response

  Date: 12/08/2023

  Our records indicate this person was contacted by our ******************* on 12/8/2023 explaining our policy regarding the release of security camera footage.

• Initial Complaint

  Date:11/24/2023

  Type:Delivery Issues
  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 ordered online at Waffle house on *************************. In *******, ********. #**** and it went to ****************************************************************. I am 3hrs away and I cannot pick up the order. There is not a way to cancel this order online nor can I reach a live person to solve this issue. Since it is pending, I'm not able to dispute it with my bank. Which has left me out of the money and no way to get help.I submitted a email complaint to the help desk at waffle house customer service.but I'm not sure when they can get back to me if If they can fix/refund me.

  Business Response

  Date: 11/24/2023

  Unfortunately, we do not have a Customer Help Desk nor do we have any record of this customer completing the Contact portion of www.wafflehouse.com regarding their concerns, therefore affording the ***************** team or franchise owner an opportunity to address them prior to contacting the Better Business Bureau. 

  If the customer will complete the Contact portion of our website, making sure to select the specific location they ordered from, include the date and time of order, online order number, and their contact information, the appropriate ***************** team or franchise owner will receive a report containing this necessary information and follow up with the customer. 

  We are sorry to hear the guest experienced any technical difficulties in placing their online order and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in addressing their concerns.

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20911489
  
  I am rejecting this response because:

  I never received the food. And Company is denying that it has a help desk only reached by email. I have submitted copies of charge and help desk email. My phone number is *************. 
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 11/27/2023

  Unfortunately, based on the email attachment provided by the customer, it appears they mistakenly sent an email to the ************* Services Help Desk in error. As we previously stated, we do not have a Customer Help Desk email, which is why we encouraged the customer to complete the Contact portion of our website.

  To date, the customer still has not done so. Therefore creating further delay in the appropriate party being able to review their concerns and follow up with them to resolve those concerns. Once again, we urge this customer to complete the Contact portion of our website at their earliest convenience to avoid any further delays.

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  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.

  On March 25, 2023, I placed a to-go order for a waffle at my local Waffle House unit ****, which is the same one I have frequented several times. I arrived home and began to eat my Waffle. While eating my Waffle I bit into a hard object, and immediately spit it out to find that a white bottle cap was cooked into my Waffle. I took a photo of the Waffle with the bottle cap cooked inside and went back to the Waffle House location, to put a complaint in. I showed the waffle to the waitress and she was extremely nonchalant about it, not sure if it was because they were busy at the time or she simply did not care. She took the waffle back and told me a manager by the name of ***** would speak to me. I never heard from the manager and although my tooth hurt and was sore from ******* unto the bottle cap, I didnt think much more of it. I began to feel tooth sensitivity from that point on, but thought maybe I had a cavity, only to find out that I actually cracked my tooth and over time the cracked tooth caused me more pain. I visited my dentist on November 3rd for the pain after it began to worsen, and it was no longer just sensitive to hold and cold, but to everything. They took an X-ray and revealed that I did not have any cavities. To identify the issue, they put a camera inside my mouth to take a photo and my tooth was cracked. They provided me with a temporary solution by taking part of the cracked tooth out and filled in the hole, but this again is just a temporary solution. My tooth must be extracted and I will need an implant. I am not seeking pain and suffering and not looking for a financial gain, but I would simply like for Waffle House to take on the financial burden of these dental bills for the extraction as well as the tooth implant. That is all that I am asking for. I have photos of the waffle as evidence as well as dental records to support that I did not have any cavities in that tooth and estimates for the extraction and implant.

  Business Response

  Date: 11/13/2023

  Unfortunately, we have no record of this customer contacting us via our online contact option for reporting customer concerns, therefore affording us an opportunity to investigate them at the time.

  We encourage this customer to use the Contact portion of our website to report their concerns and make sure to include their contact information, date and time of their visit, and select the specific location visited. Once completed, a report will be immediately generated to the appropriate partie(s) for review, investigation to the best of our abilities, and follow up with the customer.

  We are sorry this customer was not able to enjoy their visit as anticipated and look forward to them completing our online contact option at their earliest convenience to avoid any further delay in their concerns being investigated.

  Customer Answer

  Date: 11/18/2023

   
  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:11/01/2023

  Type:Service or Repair Issues
  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.

  More than 3 times I have went to the waffle house and the employees there have the front door locked . Waffle house is a 24/7h business correct? I have showed up different times throughout the night/early morning and the business appears to be open. Lights are on and there are no signs anywhere stating otherwise. 10-31-23 I asked one of the employees why the doors were locked and she claimed they were closed with 2 young customers(employees friends) sitting inside already eating . I asked why they were closed and the employee shrugged her shoulders and rolled her eyes and through the glass gave a hand jester that they had to clean. This was only at 1:30am . The 2 employees there that night shoulve just started their shift at either 11 or 12 . This has happened more than 3 times on 3 different occasions. Whoever the manager is needs to fire these lazy excuses of workers because they are locking the doors at night so they can just get paid for doing absolutely nothing . Only letting in certain people. Believed to be friends of they employees . No wonder they have no business its because they have no customer service skills and obviously the doors stay locked so customers cannot get in . Online the website states they are open and it is a waste of time calling because I called the store phone while i was in the parking lot and they didnt even bother to answer the phone. POOR MANAGEMENT RUINS A BUSINESS FIX IT . OR SHUT IT DOWN COMPLETELY ! Thanks for your time

  Business Response

  Date: 11/06/2023

  Unfortunately, we have no record of this person contacting us via our online Contact Form regarding their concerns, therefore affording us an opportunity to address them prior to their contact with the Better Business Bureau. 

  Had this customer reached out to us directly, we would have explained that unfortunately we are not immune to the staffing crisis and supply chain issues still plaguing every industry across the country. Therefore, some of our locations may not offer our standard 24/7/365 full service. For example, if the ***************** Team or franchise owner of the location feels a supply/staffing shortage and/or inexperience of newly hired Associates will hinder the customers experience, they may choose to temporarily alter from our standard 24/7/365 full service business model by closing a unit for a shift or more, close-off sections or seats, offer dine-in service only, offer to-go only service, not accept orders over the phone, offer a limited menu, etc. These decisions are made on a local level based on their staffing reality at the time.
  
  In addition, some of our locations are scheduled to only offer to-go services between certain overnight hours. Other locations have had walk up windows installed for to-go orders and do not allow customers inside the restaurant when they are on a to-go only status. We are also testing online ordering in several states, which disables the phone line within the restaurant.
  
  Furthermore, we would have offered to share the customer's feedback and contact information with the appropriate ***************** team or franchise owner If the customer would like to speak to them regarding their need to temporarily alter from our standard full-service business model or any service-related concerns,

  If this customer would like to speak to the appropriate party, we encourage them to complete the Contact portion of our website, making sure to include their name, valid contact information, select the specific location they attempted to visit including date/time, and the details of their concerns. Once completed, the senior management team or franchise owner will receive a report and follow up with the customer based on our protocols and procedures for addressing customer concerns.

• Initial Complaint

  Date:10/21/2023

  Type:Order Issues
  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.

  Employees smoke weed on premises starts fights with people rude to customers shut the store down throughout night because they don't want to work and they are racists some don't wear the correct footwear

  Business Response

  Date: 10/23/2023

  Unfortunately, we have no record of this guest contacting us via our online Guest Response Contact Form, therefore affording us an opportunity to investigate and address their concerns prior to their contact with the Better Business Bureau.

  We would like to have the appropriate ***************** Team or Franchise Owner follow up with them. However, in order for that to happen, we need the guest to complete the Contact portion of our website, making sure to include their name, phone number, select the specific location they visited, date and time of visit, and details of their concerns. Once the completed form has been submitted, a report is immediately generated and transmitted to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures for addressing customer concerns.

  We are sorry this customer was unable to enjoy their recent visit as anticipated and look forward to them completing the contact form at their earliest convenience so the appropriate parties may investigate their allegations and follow up with them.

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  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 6/29/2023, I purchased a Waffle House Gift Card for my husband's birthday gift. On July 20, 2023, he ordered his food at the Waffle House (**********************************************************************. *****) and gave the gift card to the cashier for processing. The cashier ran the gift card and she said the machine did not accept it. He contacted the Waffle House gift card line at ************** and spoke to the representative. The representative confirmed that there was money on the card ($25.00). On 8/12/2023, my husband went to the same location, ordered food attempted to use it, and was told the machine did not accept the card. On 9/8/2023, he returned to the same location, ordered food, gave the cashier the card, and was told the machine did not accept it. He called the gift card line again while in the Waffle House. My husband had the gift card representative discuss the issue with the cashier. They could not figure out the cause of the problem. So, I contacted Waffle House corporate *************** and left two voicemail messages (on 9/13/2023 for ****** and 10/2/2023 at an extension ****). I have not received a return call from corporate staff. Clearly, Waffle House is selling gift cards in store that do not work. I've exhausted all avenues with Waffle House in trying to resolve the matter. I am requesting a refund in the amount of $25.00 and that all Waffle House gift cards to be removed from retail stores to avoid further aggravation for future customers.

  Business Response

  Date: 10/12/2023

  Unfortunately we have no record of this customer previously contacting us via our online Contact option regarding their concerns prior to their complaint submitted to the Better Business Bureau. Therefore, we have created a report on their behalf using the comments, photos, and contact information they provided to the BBB and transmitted 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 has had issues attempting to use the gift card purchased and look forward to the appropriate party contacting them with a resolution at their earliest convenience.