Business Profile

Restaurants

Waffle House

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Complaints

Name: Waffle House
Address: 5986 Financial Dr, Norcross, GA, 30071-2949, USA
Telephone: (770) 729-5700

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

Customer Complaints Summary

149 total complaints in the last 3 years.
51 complaints closed in the last 12 months.

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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:03/06/2023
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.
Hello, I am reaching out to file a complaint against the Waffle House located at ***************************************************************************. I order breakfast from this location often and today, 03/04/2023. I have a nont good experience with my food. My food ordered was intentionally prepared incorrectly. The Waffle was not fully cooked and my bacon was over cooked. I did not know that my food was prepared incorrectly until arriving home. When I walked in, the morning shift team was hurled up around the counter in private conversation instead of working. The ** male who prepared my food is slim, brown skinned with dread locks in his hair wearing no hair net and has a disrespectful demeanor toward customers who are ordering. This is not right. The ** needs to stop by the location to actually see what their employees are doing. I paid $15 for my breakfast, my order taker name is ****. She was polite but the male preparing the food on the grill is rude and is intentionally cooking the orders not as called out. This senseless issues needs to be addressed. If not due to his unprofessional behavior and negative actions he is going to cause customers to get upset with possible verbal altercation. Simply because he is deliberately fixing the orders wrong. This also causes waste of food.
Business Response
Date: 03/07/2023
Our records indicate this customer entered comments online via our website Contact Form on Saturday, March 4th at 8:41 am regarding their visit. The records also indicate the customer was contacted by the Division Manager who was able to address the customer's concerns and coach the staff at the restaurant by 6:20 pm the same day.
We are sorry to hear this customer was unable to enjoy their ********************** experience as anticipated and are pleased the Division Manager was able to make contact with them and adequately address their concerns in a timely manner. We look forward to seeing the customer again soon.
Customer Answer
Date: 03/07/2023

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. Thank you very much.

Sincerely,

*****************************
Initial Complaint
Date:02/04/2023
Type:Product 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 purpose of this letter is to inform you of the horrendous experience and encounter with a manager at the waffle house located at **************************************************************. Space enter I. I walked into this establishment with my two small children and waited in line to inform the cashier at the register that I wanted to dine in at that time there were three available tables to accommodate a table of three but they were not clean. I waited for a table to be cleaned. I observed ***** take the dishes off the table but she did not wipe it down. After waiting an additional 10 minutes I proceeded to the area and asked her if it was OK for us to sit there.She responded in a rude tone quote Ill still have to clean the table youre going to have to wait sorry. I then proceeded back to the cash register and waited in line again to now place an order to go. The cashier then attended to a woman who was after me at the front counter and took her order. The lady responded she was here first you should take her order instead. The cashier then said I cant take it here Im leaving . She then took my order and I explained because my kids are both autistic we can no longer wait without being serviced so I will wait in the car and well be back.While in the parking lot, I spoke to one of the cooks outside and asked information about who the managers were. He pointed the lady out is in in the waffle house and she then came out of the waffle house and walked towards us while I was speaking to him. However stopped in front of me and spoke to the Cook and was making complaints in front of me. I walked away and went back into the waffle house to retrieve my order. After waiting more than 20 minutes I asked if my food was ready. I saw that **************** who was after me was almost finished with their meal. The cashier said I dont know what happened to your order paper and your order was never input it. She explained,I Think one of them took it and threw it away. I didnt ask for a refund. The manager never came back into the Waffel House. Another employee came and found the order ticket in a stack of paid order piles by the cash register. She began Mer to process the refund. She stated wow you placed this a long time ago it should have been done.She mentioned that my refund may take a few days to process and I should check back with my bank. At the time of my refund being processed, to my surprise the table was never cleaned as well as several other tables. The matter in how me and my children were treated were horrible.In the past Ive had waiters walk off the job at this location and did not take my order after I was seated.For a Waffle House, this was the poorest customer service I ever experienced, poor waiting ***, negligence of handling my entire order and my kids were left hungry. The reviews of this Waffle House also supports the bad customer service experience being the worst in the area. Serious actions should be taken at this location to train your staff, for customer to have a better dining experience and hire more respectable managers before this store is closed. I am requesting to be contacted and also for discipline action of the manager **** to be taken who humiliated me and my children. I look forward to hearing back from you regarding this manner.*********,Ms. ***
Business Response
Date: 02/06/2023
Unfortunately, we have no record of this guest contacting us via our Guest Response Form online therefore affording us an opportunity to address her concerns prior to her contact with the Better Business Bureau.
We would like to have the appropriate ***************** Team or Franchise Owner follow up with her regarding her experience. However, in order for that to happen, we need the guest to complete the Contact Form on our website, making sure to select the specific location visited, date and time of visit, details of her concerns, and a phone number where she can be reached. Once completed, a report will be immediately generated and transmitted to the appropriate parties for review and follow up with her in accordance with our our policies and procedures for addressing customer concerns.
We apologize this guest was unable to enjoy her visit as anticipated and look forward to her completing our online form at her earliest convenience so the appropriate party can follow up with her.
Initial Complaint
Date:01/17/2023
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.
Waffle House Stop for breakfast after the *** Jr ****** this is how my food was served I ate 1/2 and left I watch from my seating how a fork was put into the waffle and the inside wasnt cook but serve with hard hash brown a waist of my time cook tooo much and served on a saucer plate review the video. Given no bag or syrup as I paid and existed the door management theres no excuse.
Business Response
Date: 01/18/2023
Unfortunately, we have no record of this guest completing our online Contact Form 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 ***************** Team or Franchise Owner follow up with the guest. However, in order for that to happen, we need the guest to complete the Contact form available on our website and on our ******** page, making sure to select the specific location they visited, include time and date of visit, details of their concerns, and a phone number where they can be reached. Once the form is completed, the appropriate parties will receive the information for review and follow up with the guest based on our protocols and procedures for addressing customer concerns.
We apologize the guest was unable to enjoy their recent visit as anticipated and look forward to them filling out our form at their earliest convenience so someone can follow up with them.
Initial Complaint
Date:01/03/2023
Type:Product 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.
Date of transaction: Nov 25, 2022 I ordered a piece of chocolate pie to go. When I got home and bit into it, a toothpick was inside the pie, still in a plastic wrapper, and stabbed the inside of my mouth. I have submitted two formal complaints via the official Waffle House channels but received no response. It has been over a month since the incident.
Business Response
Date: 01/04/2023
We are in receipt of the comments this guest entered via our online Contact Form. According to our records, the Division Manager indicates the guest was contacted within 36 hours of entering his comments. Additionally, the notes indicate apologies were made to the guest, he was given a full refund for his order and provided him with a replacement order at no charge.
Although we feel the Management team has adequately handled this guest's concerns, we have asked them to follow up with him once again based on his contact to the Better Business Bureau.
Customer Answer
Date: 01/04/2023

Complaint: 18668579

I am rejecting this response because:
I was not contacted - at least not through any channel which I have seen. I have received no emails or messages anywhere from Waffle House.
I even posted about the incident on ******* where the official Waffle House account requested I submit another complaint, which I did, and I never heard back from that one either.
******************************************************
Sincerely,

***********************
Business Response
Date: 01/04/2023
As previously stated, our records indicate the guest was contact, his meal refunded, as well as replaced. Also, as previously stated, we have asked the ***************** team to contact the guest again.
Customer Answer
Date: 01/04/2023

Better Business Bureau:

A representative finally reached out to me. My money was refunded. In reference to complaint ID ********, I find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/24/2022
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.
Hello to whom this may concern,I was at your waffle house at ****************************************************************** on December 20th around 12:00 a.m. I have already submitted a complaint form and heard nothing back. First off I ordered the all star special which includes 2 eggs toast hash browns sausage and a waffle. I however never received my waffle with the order and watched other customers get waffles. I believe the one of the employees was being biased and made me feel uncomfortable and made me want not eat everything I ordered so I payed and left. Im very dissatisfied with how I was treated and how I got ripped off.
Business Response
Date: 12/27/2022
We are in receipt of comments entered via our online Contact form by this guest on 12/22/22 at 11:16 am EST and 12/26/22 at 12:58 pm. Unfortunately, our records indicate as of 12/27/22 at 10:57 am EST, the Division Manager had attempted to reach the Guest to discuss his concerns but did not receive an answer nor a call back.
We have asked the Division Manager to make a final attempt to reach the guest. However, if the guest is unwilling or unable to answer the call and does not return management's call, there is not much more we can do to attempt to address his concerns.
Customer Answer
Date: 12/27/2022

Better Business Bureau: I have talked tto the necessary part that I need to and we have reached a amicable resolution thank you.

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:12/20/2022
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.
We went to the Waffle house at: *********************************************************** a few days ago. We arrived at 6:15 am and requested to go inside and have breakfast. A heavyset young ********* girl said "we're not open yet". I told her it was 6:00 am and you guys should be open. She replied "I can't control the staff"- very rudely! I replied to her we haven't had a problem in the past. She turned around and walked away. How RUDE and UNPROFESSIONAL.
Business Response
Date: 12/20/2022
Unfortunately, we are not immune to the staffing crisis plaguing every industry across the country. If the ***************** Team or franchise owner of the location feels a staffing shortage and/or inexperience of newly hired Associates will hinder the customers experience, they may choose to alter from our standard 24/7 full service business model. This includes, but is not limited to temporarily closing a unit, close-off sections or seats, offer to-go only service, not accept orders over the phone, offer a limited menu, ***** an Associates request to work alone in order to complete prep and/or cleaning assignments, etc. These decisions are made on a local level based on their staffing reality.

If the customer would like to speak to the ***************** team or franchise owner of the specific location they attempted to visit regarding their need to temporarily alter from our standard full service business model, we urge them to complete the contact form on our website, making sure to include the location they attempted to visit, the date/time of visit. Once completed, a report will be transmitted to the appropriate parties for review and follow up with the guest.

We apologize this guest was unable to enjoy their visit as anticipated and appreciate their patience and understanding as we work diligently to rebuild our workforce so we may return to our standard 24/7/365 full service business model.
Customer Answer
Date: 12/20/2022

Complaint: 18615220

I am rejecting this response because: That is a POOR answer. If the location is having staffing problems/issues, the hours should CHANGE according to the staff' scheduled to work each day. Instead of customers visiting a location, dealing with NASTY and UNPROFESSIONAL staff! We waisted our time (which is very valuable) and gas! VERY UNRPOFESSIONAL

Sincerely,

*************************
Business Response
Date: 12/20/2022
Unfortunately, online search engines such as ******* Yelp, and Bing take ***** hours to reflect updates submitted to them. For this reason, changing the hours shown online when the ***************** Team or Franchise Owner need to alter from our standard business model is not a feasible option. By the time the search engines made the updates, the information may not be accurate for the current day.
As previously stated, if this customer would like to speak to someone regarding their recent experience, we strongly urge them to complete the Contact form on our website so the appropriate party may investigate their concerns and follow up with them.
We look forward to the guest completing the form at their earliest convenience should they decide they would like to speak to the ***************** team or Franchise Owner. However, if the guest is unwilling to complete the form, then there is nothing more we can do to assist them.
Customer Answer
Date: 12/20/2022

Complaint: 18615220

I am rejecting this response because: ********************** can contact my office at the number provided on the complaint.

Sincerely,

*************************
Initial Complaint
Date:12/11/2022
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 went to the Waffle House on ********** in *********, ** and I had a long piece of red hair in my chest grits. Another thing that irritates me is the fact that don't give you a receipt. I've ALWAYS had great service from the Waffle Houses here so this is a shock to me. Also, none of the people that were working this morning had red hair
Business Response
Date: 12/12/2022
Unfortunately, we have no record of this guest contacting us via our online Customer Contact Form regarding their concerns, therefore affording the appropriate ***************** Team or Franchise owner an opportunity to address their concerns prior to them 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 guest to complete our online Contact Form, making sure to select the location they visited, date and time of visit, details of their concerns, and a phone number where they can be reached. Once completed, the appropriate party will follow up with the guest based on our policies and procedures for addressing customer concerns.
We apologize this guest was unable to enjoy their experience as anticipated and look forward to them completing our online Contact Form at their earliest convenience so someone can follow up with them.
Initial Complaint
Date:12/08/2022
Type:Customer Service 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 came to this waffle house tonight and I was told that they were on break. The whole entire staff was on break for 15 minutes is what I was told. Me and everyone else that came up to the door Was told that the break was to be 15 minutes. I waited for a total of 25 minutes and still did not get service. The whole entire staff was outside of the waffle house at this location smoking marijuana on break. How is this remotely professional. The date and time of this incident was October 16th 2022 at approximately 1:15 AM
Business Response
Date: 12/08/2022
Unfortunately, we have no record of this customer contacting us via our online Customer Contact Form regarding their experience, therefore affording the ***************** Team or Franchise owner an opportunity to investigate and address their concerns prior to them contacting the Better Business Bureau.
We would like to have the appropriate person follow up with the customer. However, in order for that to happen, we need the guest to complete the form located on our website, www.wafflehouse.com/contact. Once the customer has entered their concerns, selected the specific location visited, provided the date and time of visit and contact information including a phone number where the customer can be reached, an official report will be transmitted to the appropriate parties for review, investigation, and follow up with the guest pursuant to our policies and procedures for addressing customer concerns.
We are sorry to hear this guest was unable to enjoy their visit as anticipated and look forward to them completing our contact form at their earliest convenience so their concerns can be adequately investigated and addressed.
Initial Complaint
Date:10/30/2022
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 go to this restaurant quite a bit and I must say. Its filthy. Workers handling food and intensive with no gloves or head covering Food and spills left on table tops and countertops and food on the floor and the workers seem oblivious. This is the store on ******* in ***** *******. Its bad. Very dirty. Please contact me to discuss
Business Response
Date: 10/31/2022
Unfortunately, we have no record of this customer contacting us via our website contact form regarding his concerns, therefore affording the appropriate parties an opportunity to address his concerns prior to him contacting the Better Business Bureau.
We would like to have the appropriate person contact him as he as requested. However, in order for that to happen, we need him to complete our website Contact Form, making sure to include the specific location visited, date and time of visit, details of his concerns, and a phone number where he can be reached. Once completed, the appropriate parties will receive his feedback and contact information for review and follow up with him pursuant to our protocols and procedures for addressing customer concerns.
We are sorry to hear the guest had a less than desirable visit and look forward to him completing the Contact Form at his earliest convenience so the appropriate person can follow up with him in a timely manner.
Customer Answer
Date: 10/31/2022

Complaint: 18333851

I am rejecting this response because: send me the website info please and I will fill out accordingly. Thank you. Is it just *************************************************************************************
Business Response
Date: 10/31/2022
Our website contact form can be found at www.wafflehouse.com/contact/ . There is also a link to our contact form on our ******** page, facebook.com/WaffleHouse.
Initial Complaint
Date:10/17/2022
Type:Sales and Advertising 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.
10/17/2022 website says open 24 hours went there to be told its carry out only after 8pm
Business Response
Date: 10/24/2022
Unfortunately, we are not immune to the staffing crisis plaguing many industries across the country. If the ***************** Team or franchise owner of the location feels a staffing shortage and/or inexperience of newly hired Associates will hinder the customers experience, they may choose to temporarily close a unit, close-off sections or seats, 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. This combined with the fact that changes to online listings take ***** to be reflected, updating hours and/or service options online when one of the decisions have to be made is not a feasible option.

We apologize for any inconvenience and appreciate our customer's patience and understanding as we work diligently to rebuild our workforce and work with our suppliers on delivery issues so we may return to our standard 24/7/365 full service business model.

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Waffle House is NOT a BBB Accredited Business.