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:10/08/2023

  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.

  Did not wash hands and handle food with out gloves. Was messing with face and hair when cooking food. Bugs in kitchen area

  Business Response

  Date: 10/09/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option therefore affording us an opportunity to address their concerns prior to their contacting the Better Business Bureau.

  We would like to have the appropriate ***************** Team or franchise owner follow up with the customer regarding their recent experience. However, in order for that to happen, we need the customer to complete the Contact portion found on our website, www.wafflehouse.com, making sure to select the specific location they visited, date and time of visit, details of their concerns, as well as adequate contact information including a phone number where they can be reached. Once the form has been completed with all necessary required information, a report will be immediately transmitted to the appropriate person for review and follow up with the customer based on our on protocols and procedures for addressing customer concerns.

  We apologize this customer was unable to enjoy their recent visit as anticipated and look forward to them completing our online contact form at their earliest convenience to avoid any further delay in the appropriate person following up with them.

• Initial Complaint

  Date:10/08/2023

  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.

  Came in the store at 7pm Sunday Oct 8. Place and order to go. The Cook said it would be 20 mins to the waiter taking my order. The waiter told me it would be 20 min. I said thats fine Ill wait. The waiter told the cook my order and the cook said did you tell him it would be 20 mins as if she was trying to convince me to leave. The Cook left the building leaving the waiter by herself to clean the entire place and deal with customers coming in and leaving. The cook went outside sat in her van and didnt return back inside until 7:45 pm. End up getting my to go order an hr later.

  Business Response

  Date: 10/09/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option, 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 the customer. However, in order for that to happen, we need the customer to complete the Contact portion found on our website www.wafflehouse.com, making sure to select the specific location they visited, date and time of visit, details of their concerns, and provide their contact information including a phone number where they can be reached. Once the form is completed, a report will be immediately transmitted to the appropriate person for review and follow up with the customer based on our protocols and procedures for handling customer concerns.

  We apologize this customer was unable to enjoy their recent experience as anticipated and look forward to them completing our online contact form at their earliest convenience to avoid any further delays in the appropriate person being able to follow up with them.

• Initial Complaint

  Date:10/05/2023

  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 purchased an online order when I approached the establishment the waiter wouldnt let me in saying they were close so I walked around to the pick up window and tapped my phone to show her I had an online order and she unlocked the door while unlocking the door we had an verbal disagreement shes that I was doing to much and I told her I was just trying to pick up my order so while shes cursing me I try calling corporate and I couldnt get anyone so a relative of her walks into the establishment and start having words then went to her car and got a gun so I called the police while waiting on the police I witnessed her letting different individuals in and out the establishment with no problem the police can I got a report and still didnt get any food nor my money back

  Business Response

  Date: 10/09/2023

  We are in receipt of the comments filed by this customer on 10/5/2023 at ****** EST. Our records indicate the Division Manager attempted to reach the customer, but unfortunately the customer did not answer and there was no option to leave a voicemail. As of 10/6/23 at 1:18pm EST, the Division Manager had still not been able to make contact with the customer.

  We have asked the Division Manager to make a final attempt to reach the customer and strongly encourage her to either accept the call or have a voicemail option available. If the customer chooses to not answer or at least have a voicemail option, then we will be unable to discuss her concerns with her or adequately investigate her allegations.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20697490
  
  I am rejecting this response because: I still havent been issued a refund for my order
  
  Sincerely, 
  
  *********************

  Business Response

  Date: 10/09/2023

  According to our records, the Division Manager indicated the refund was issued on 10/6/23 by 1:36pm EST. However, once the refund has been issued on our end, it may take the customer's card issuer up to 10 business days to release the funds back to the customer. Unfortunately, we have no control over the amount of time their card issuer takes to release the funds.

• Initial Complaint

  Date:09/10/2023

  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 didn't get my waffle.

  Business Response

  Date: 09/11/2023

  Our records indicate this complaint was filed by a disgruntled former employee who was recently terminated.

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20582430
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/11/2023

  There is no reason given by this former Waffle House employee as to why they reject our initial response. 

• Initial Complaint

  Date:08/21/2023

  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.

  I visit the Waffle House #**** on several occasions, with the most recent being today, August 20, 2023. The servers are normally friendly but there was a cook named ******* who did not wear a name tag and constantly went in and outside of the building between orders, not washing his hands. I had known ******* from socializing years ago, but he has held a grudge for whatever reason, and today he come up to me while I was eating with a friend to tell me not to come back to his restaurant. I didnt even remember him until he came up to me and it was very rude and threatening. I didnt ask him why he was coming up to me or what i did because i had not spoken to him at all since coming into the restaurant. We left immediately after and while my friend paid for the food, ******* could be heard still threatening us as we paid and even staring us down while we walked to our car. He then came outside (again) but didnt approach the car, but went to his car instead and I left because I didnt know what he had on his mind and he was very threatening in his demeanor. I barely remember any interactions with him outside of Waffle House but he remembered me and it was a very bad experience there. This is my local Waffle House and although I dont go often, I still have family and friends who go here and bring me with them. I dont want to have to make them go out of their way every time we want Waffle House just because Devonte doesnt want me in his restaurant.I visited between 10:30 - 11:45 on August 20, 2023. The food came out quick and the servers were friendly. Im just not sure why the *********************** decided to do this tonight.

  Business Response

  Date: 08/23/2023

  We are in receipt of comments entered by this customer via our online contact option. According to our records, she entered comments on Monday, Aug. 21st at 2:46am EST and as of Tuesday, Aug. 22nd at 10:49am EST the Division Manager called her, but did not receive an answer. His notes indicate he left a message for her to return his call. As of Wednesday, Aug. 23rd at 7:56am EST, there is no indication if the customer has called him back yet or not.

  We are sorry to hear this customer was unable to enjoy her visit as anticipated and look forward to her speaking to the Division Manager at her earliest convenience, if she has not done so already, so he may discuss her concerns with her. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20498991
  
  I am rejecting this response because:

  Please see attached call logs. No one has contacted me. I will continue to have this experience if not resolved. 

  
  Sincerely,
  
  Brittany T

  Business Response

  Date: 08/25/2023

  For privacy reasons, we cannot confirm or deny the Division Manager's phone number is on either log submitted by this customer. However, we have updated her report asking for an additional attempt to reach her be made and strongly encourage the customer to accept the call with the understanding the call will not show up as being from Waffle House since management uses their personal cell phones.

  Customer Answer

  Date: 08/25/2023

   
  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:08/19/2023

  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.

  You know it took me awhile to get over them implementing a 10% tip on to go orders because I always tip at waffle House if the service was good but now they want to charge an extra 10% because of their little plastic containers that they put the food in which cost them less if someone's doing it to go then it will cost him to wash dishes and clean up the table and use hot water at waffle House after I went in today and I didn't see any big sign by where the ladies do that to go orders nowhere where the average customer can see in plain sight that there's an extra 10% on your order for a to go feed so they charge an additional 20%. No where did I see that I don't care if they have posters on the windows or whatever you need to have a big sign where people take it to go orders and check you out if I would have known that I would have not went to waffle House and went up the street to a local breakfast spot that does not do that I will never go to waffle House again unless it is an emergency I'm not going to sit in there again and I'm not going to order to go food from them again and I have been going to waffle House for years I think this is cheap and ***** so I will never set putting them again I think it's very poor customer service that they don't have a huge sign or a sign before you go to the cash register like where you place your order that there is a total of a 20% additional charge for ordering to go there's absolutely nothing at the waffle House on Brown bridge road in plain sight where the girls take your order as you know they check you out and you don't go to the register it is very hard to get a manager and I've left messages for a district manager never got a call back but this is just somewhere where I will not ******** nice I can go to ********** for pancakes I can go to ****'s up the street for a good breakfast for less than what they're charging and get it to go with no additional fees this is very bad and they do not have signs in right areas

  Business Response

  Date: 08/21/2023

  We instituted an automatic 10% Service Charge over 25 years ago on ********* orders for the servers who prepare them.  In mid-November 2022, we implemented an additional 10% Supply Fee on ********* orders in order to help offset some of the rising expenses for our *************** rather than switching to inferior options.  As with our longtime posted 10% Service Charge, our restaurants have signage posted at the register,a sticker at the front door, and printed information on the Guest Check as well as the menu notifying customers of 10% Supply Fee.
  
  We apologize if this customer was unaware of these additional fees applied to ********* orders or had not noticed the any of the signage posted or the notice printed on the menus or guest checks.
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20495367
  
  I am rejecting this response because: YOU DO not SEE THE CHECK AT ALL AND THE WAITRESSES DO NOT SHOW UNLESS YOU ASK. There was no sign that stuck out to me about your extra 20% that you charge me for a to go order. At the waffle house on *************************** in *********, ** the to go order is placed away from the main cash register, if I did not see your signage that means it was not visible to the naked eye, I am sure they are strategically placed. I will not dine in or place another to go order at the Waffle house, I think it is ***** what you are doing and you have gone way overboard. Please no more excuses, most people do not check their check and for a while all of the waitresses told me they did not get any part of the first 10%. You are robbing people because some people will still tip not realizing that they are paying an addition 20%. You are not worth it. You want to offset your costs which you get these items at bulk prices with taking my hard earned money the sneaky way by not making signs visible and your waitresses getting over as well. Shame on you. Then I guess we are paying for the dishwasher as well. I can go up the street to other  breakfast spots and not be charged extra. Your company is deceitful. We are paying your employees salaries. You have lost me and my friends and whomever I tell as a customer, make your places bigger so someone can sit down and enjoy and not have to worry about getting COVID. Save your explanation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/25/2023

  Again, we apologize if this customer did not notice any of the multiple notifications of our Supply Fee. 

  While we hate to hear any customer is dissatisfied with the service and products we provide, we do understand not all Customers will agree with  or understand the need for implementing this policy due to the sharp rise in packaging costs.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20495367
  
  I am rejecting this response because: I appreciate the policy but I would also appreciate my $5 back because in that location there was not anything up In plain sight where I place the order. I have been going to waffle House over ******************************************************************************************************************************************* has any district manager ever call back to a message that was left just like when I called up to that particular store they say they would have the district manager manager call me back if they never did at this point I think they should buy me two meals because I bought two meals that day totaling $20 and then we can call it even for the mishap and if they don't want to do that that's fine too like I said I don't have to come back.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/20/2023

  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.

  I visited your establishment on 7/19/2023 that is located at ********************************************************************************************. This experience at your franchise has negatively impacted my perspective for the entire company. I was visiting your location with my husband and grandson. I witnessed waitress that were unwelcoming and on their phones instead of serving customers. This store location lacked cleanliness the condiments were sticky and covered in syrup the tables needed to be clean. The cook station also lacked cleanliness which made me very concerned from a health standpoint. This location lacked structure and proper sanitation.

  Business Response

  Date: 07/21/2023

  Unfortunately, we have no record of this customer contacting us directly via our online Contact option to make us aware of their concerns, therefore affording us an opportunity to have someone address them prior to their contact with the Better Business Bureau.

  We would like to have the appropriate senior management team or franchise owner follow up with them. However, in order for that to happen, we need the customer to complete the Contact option provided on our website, making sure to include their name, contact information, select the specific location visited, date and time of visit, and details of their experience. Once completed, a report will be immediately transmitted to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures for handling customer concerns.

  We apologize this customer was unable 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 them speaking with the appropriate party to address their concerns.

• Initial Complaint

  Date:07/19/2023

  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.

  I was denied service, because the employees are prejudging the customers, which is going to result in a law suite for discrimination. This is your warning.

  Business Response

  Date: 07/20/2023

  Unfortunately, we have no record of this customer contacting us directly via our online contact option to make us aware of their concerns, therefore affording us an opportunity to address them prior to their contact with the Better Business Bureau.

  We would like to have the appropriate senior management team or franchise owner follow up with them. However, in order for that to happen, we need the customer to complete the Contact portion of our website - making sure to include their name, address, phone number where they can be reached, date and time of visit, select the specific location they visited, and provide full details of their experience. Once completed, a report will be immediately 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 to hear this customer was unable to enjoy their experience as anticipated and look forward to them contacting us directly at their earliest convenience to avoid any further delay in getting them in touch with the appropriate parties to address they concerns.

• Initial Complaint

  Date:07/11/2023

  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.

  My son had a bacon egg and cheese hash brown bowl, but was giving sausage egg and cheese hash brown bowl instead. I ordered a chicken omelette with cheese and onions and I had no chicken in my omelette and looking at your ****** reviews I see food is incorrect with other customers as well. I called six times to complain nobody answered the telephone so when I went to the location on *********** in ********* ** it was only one customer there so it was no reason why they didnt answer the telephone six different times. My food was remade with the omelette correct, but my hash browns have cheese and onions as well which wasnt done on my remade plate. ***** would not correct my son order because I didnt have his food. I told him my son brought my food to me and he went to work which was almost a two hour drive. I then asked for the manager and ***** said one was not available this is unacceptable, had all the food been prepared correctly we wouldnt have a problem. ***** told me to call back today for the manager which I did and I still didnt get an answer. How are they taking orders if they not answering the telephones. The African American guy there with dreads (I didnt get his name) was very nice and helpful and willing to remake our whole order, but ***** said no. We eat at Waffle House faithfully not at this location and now I see why plus why would I want to take a meal from you all which we just paid $32, we couldve spent them $32 elsewhere. The cameras there clearly should show you all made two meals and it should show sausage was used instead of bacon and it should show no chicken was put in my omelette. The customer service isnt there with ***** he needs some additional training he didnt even apologize for my inconvenience on having to bring my meal back. I tried to file my complaint on Waffle House page, but it got stuck on the to go or in general question. $32 wasted so now I will think twice before eating at Waffle House again.

  Business Response

  Date: 07/12/2023

  Unfortunately, we have no record of this customer contacting us via the Contact portion of our website regarding their concerns, therefore affording the ***************** team or franchise owner an opportunity to attempt to address their concerns prior to their contacting the Better Business Bureau.

  We would like to have the appropriate person follow up with them, however in order for that to happen, we need the customer to complete our online contact option, making sure to include their name, phone number, the specific location visited, date and time of visit, and details of their concerns. Once completed, a report will be immediately 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 to hear this customer was unable to enjoy their experience as anticipated and look forward to them completing our online contact option at their earliest convenience to avoid any further delay in getting them in touch with the appropriate person.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20306650
  
  I am rejecting this response because: I reject the business response as I stated I called the company multiple times and I attempted calling the store manager the next morning per the cook that worked the evening staff and nobody answered the telephone. I also attempted to complete the online complaint form for Waffle House and it didnt work. Waffle House could have contacted me since I entered all my contact information on BBB and they have not contacted me, therefore it stands there is no customer service at this company unfortunately. 
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/03/2023

  Since we do not have a call center for customers to call, everything is entered online, hence the reason our response urged the customer to complete the contact portion of our website. We have no reported issues of the online option not working for any of the dozens of people who use it daily to file a complaint, leave a compliment, suggest a new location, offer to sell us their property, request a charitable donation, etc.

  Unfortunately, despite our previous response urging this customer to do so, they still have not completed our online contact form nor have they provided all necessary details on this platform for the ***************** team or franchise owner to investigate their concerns. If the customer is not willing to do as we have requested, their concerns cannot be adequately investigated by the ***************** team or franchise owner.

  Once again, we are sorry to hear this customer was unable to enjoy their experience as anticipated and look forward to them completing our online contact option at their earliest convenience to avoid any further delay in getting them in touch with the appropriate person.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20306650
  
  I am rejecting this response because:
  
  Maybe Waffle House should consider getting a customer service number like most of the world so we can speak to a live person to voice our complaints (which according to ****** reviews there are a lot of complaints and bad reviews). I have no reason to lie in saying I tried completing the form that day more than once and again Waffle House nor the owner tried to reach me as we have to enter our information on the BBB complaint. I submitted pictures showing me calling my local Waffle House a number of times with no answer so when I went to Waffle House it was only one customer there, so I took pictures of the one car in the parking lot (so it was no reason not to answer the telephone Waffle House) and I submitted it with this complaint as well. So at this time I am hearing more excuses than getting this resolved. I wouldnt recommend anybody to do business with Waffle House seeing how they dont handle customer complaints/concerns, this is very bad business. Its too many other restaurants that will give you better food and excellent customer service.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/03/2023

  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.

  The amount of fees Waffle House has implemented should honestly be criminal. Waffle House has begun charging 20% in junk fees on to-go orders, those fees are also taxed. I was hit with these fees the last time I visited the location on **************************************************************, ** on June 22. I was not made aware of these fees prior to ordering, and was only notified of it after my debit card was charged. I did not approve nor authorize these fees...$9 in fees! I made a complaint on the Waffle House website and was contacted by **** on July 3. **** was absolutely no help and told me there was nothing she could do because it's a company policy and she has nothing to do with the set prices. She then told me that some of these fees go to the waitresses. Well, I was not made aware of that until the office conversation, so I'm unknowningly tipping on top of these fees; the waitress never informed me of this during my visit. **** also made the suggestion to eat inside (which I can't because I'm at high risk for COVID). I actually find this rather discriminatory that certain people are being charged more than others due to something beyond our control, like health issues. My health problems prevent me from dining inside, and I'm Waffle House is fining me because of that (there hasn't been one time when I've walked into this restaurant without an N95 mask on and never removed it). I was completely taken off guard (after purchase) by these surprise junk fees. This company has 100% lost my business due to these unethical practices. We let **** who that we'd be filing a BBB complaint, and she did not care, so here is the complaint.

  Business Response

  Date: 07/05/2023

  Waffle House instituted an automatic 10% Service Charge over 25 years ago on ********* orders for the servers who prepare them. In mid-November 2022, we implemented an additional 10% Supply Fee on ********* orders in order to help offset some of the rising expenses for our *************** rather than switching to inferior options. As with our longtime posted 10% Service Charge, our restaurants have signage posted at the register,a sticker at the front door, and printed information on the Guest Check as well as the menu notifying customers of 10% Supply Fee. 

  Additionally, the service charge nor the supply fee are taxed as our restaurants use tax-included menus except in the three states where tax included is prohibited. In those three states, the cost or food/drinks is added up, any applicable sales tax is applied, then the service charge and supply fee are added.
  
  We apologize if this guest was unaware of these additional fees applied to ********* orders or had not noticed any of the signage posted in our restaurants, notice printed on the menus, or notice printed on the guest check until recently.

  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20269864
  
  I am rejecting this response because:

   

  Of course this company doesn't care, as made evident by this response. Waffle House never even contacted me to address my BBB complaint. Yes, I am definitely rejecting this response because they never attempted to resolve this issue. Also, please do not play on my intelligence by saying that I didn't see posted signage; there were no visible posted signage in the restaurant. The only signage made visible was the sign telling customers to respect the workers because they showed up for work. These are junk fees, and hopefully the *** eventually cracks down on it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/05/2023

  We are sorry if this customer does not agree with the to-go policies we have in place or our reasons for having to put them in place and again apologize if they did not see any of the multiple notifications of said fees. However, as previously stated, the supply fee and service charge notifications are posted in multiple places throughout the restaurants. We made every effort to overpublicize the addition of the supply fee in the month or so prior to its inception and have kept it listed since then. Unfortunately, a customer's failure to notice posted signage does not mean it does not exist. We have no control over the customer's choice to read or not read what is posted in our restaurants.

  As for the customer claiming they were not contacted, the Division Manager made several attempts between the time the guest entered there comments online on 7/1/23 at 9:33 pm EST until 7/3/23 at 2:08 pm EST. Unfortunately, the Division Manager did not receive an answer during any of those attempts. If the customer is not willing or able to take the call and does not call back, there is nothing more we can expect the management team to do to assist the customer.