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

  636 6th St New Westminster, BC V3M 2B2

• 

  Waffle House

  1783 Airport Rd Allentown, PA 18109-9528

• 

  Waffle House

  1300 Lincoln Way E Chambersburg, PA 17202-3083

• 

  Waffle House # 1595

  3190 Medina Rd Medina, OH 44256-9642

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:09/27/2024

  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 an order through the online system for Waffle House at 1:53. I took a nap woke up and went to the store tonight to pick-up the order. Never received a call or anything regarding the order from waffle house therefore I decided to go to get the waffles. When I arrived I was greeted by a waitress and stated that I had an online order. She said the order was just being prepared and I stated I placed the order way this evening. Showing the order information she went to the night shift personal by the name of ****** and ****** then approached me stating that the order was not able to be fulfilled because morning shift didnt do it. Not only did I walk out without a waffle but when asking for corporate they told me to go online and file a complaint, WHICH I DID! And they gave me the managers name and number by the name of ***** whom told ****** to tell me this, and asked that I come back in the morning to SEE if I can get a refund! So it wasnt guaranteed that I would from the Looks of it and I did not get my order. I would like to sue this company. This policy is not listed anywhere on the waffle house website or anything. Therefore, I will be seeking legal assistance for this matter.

  Business Response

  Date: 09/27/2024

  We are in receipt of the comments entered by this customer via our online contact option on 9/27/24 at 12:24am EST indicating their order was to be ready on 9/26/24 at 2pm local time, but they did not arrive to pick it up until after 11pm local time. Unfortunately, the customer selected that they were providing a compliment instead of a complaint. Therefore, we have updated the report transmitted to the ***************** team with correct information and transmitted the updated information to the ***************** team and other appropriate contacts.

  Due to the customer's reference of legal action, the appropriate party will follow up with them based on our protocols and procedures for addressing customer concerns. Should the customer choose to obtain legal counsel, the attorney will need to send a Letter of Representation to our **************** as any and all contact will have to be handled through the attorney.

  We are sorry this customer was not able to pick up their order at the time it was ready and look forward to the appropriate party following up with them to address their concerns.

• Initial Complaint

  Date:09/11/2024

  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.

  Im not able for this debt with Waffle House . I dont a contact with the colletion agency they didnt pro provide me with the original contract as requested

  Business Response

  Date: 09/24/2024

  This person has selected the wrong business for their concerns. Waffle House is a restaurant brand, not a creditor.

• Initial Complaint

  Date:09/08/2024

  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.

  Im not liable for this debt with waffle house.i don't have a contract with the collection agency.They did not provide me with the original contract as i requested

  Business Response

  Date: 09/24/2024

  We believe this individual has selected the wrong business for their concerns. Waffle House is a restaurant brand, not a creditor.

• Initial Complaint

  Date:08/31/2024

  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.

  My name is *************************, I was employed at your Waffle House in ***************. However, on or about March 20 th or 21st 2024, I had a seizure in which a customer had to help me because I did not know what was going on. The employees that were on duty at the time were ********* and the ***************. The cook took picture of me going in and out of conscious and sent them to the manager ******. ********* also too pictures as well. These pictures were passed all around for people to look at. The customer asked if I could go home and the cook as well as ********* stated no. I was vomiting and falling in and out of conscious. No one called the ambulance or tried to help me. Instead they waiting until my shift was over in which by that time I was recovering from having a seizure, and ********* told me to go to the hospital. I did go to the hospital and returned to work with my hospital paper, which was given to the manager ******. ****** asked me what happened and I let her know that I didn't know. I was embarrassed and quit working there due to not receiving any help and pictures of me being shown to other employees from management and *********, ***, and another employee. I do not go to any waffle house do to the embarrassment and neglect. I am asking for pain and suffering, as well as something be done so this will not happen to anyone else who works for Waffle House. In that being said there is another employee by the name ***** who has called African American men and women N***ERS and she still employed there, ****** the manage knows about each incident. I would like to compensated for what has been done to me. I can be reached at ************ Thank you

  Business Response

  Date: 09/09/2024

  Our *************** team is in receipt of the comments this former Associate filed via the Associate Hotline on 9/3/2024 regarding their concerns and has assigned the case to be investigated by the appropriate party.

  Customer Answer

  Date: 09/09/2024

   
  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 concerning an investigation. I am seeking financial compensation for pain and suffering, and for the proper procedures not being taken during my time of being incoherent and needed medical assistance.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/30/2024

  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.

  Hi one of the servers at the waffle house on Indian ripple Rd Kettering ohio had been hitting on me one night so she gave me her phone number. She goes by the name of *******. She put her contact in my phone as **** waffle *******?? and naturally we've been talking back and forth through messages and I asked her out she says she's too busy but she invited me to waffle house I made a pass at her through txting and next thing I know she's calling the cops on me when I show up to get food. Tells me I'm making unwanted sexual advances towards her and other employees when she was the only one since she gave me her phone number. I'm a regular of waffle house and have been for years I grew in this town. I didn't know she was bipolar so now I can't go to waffle house spend my money with out feeling threatened about her calling the cops idk what she's been through but I could careless about her and her problems I just want to be able to go and order food at my waffle house and go back home. Im actually pretty upset. Cops are no joke and the fact she started calling them running me out of the waffle house last time because she couldn't just tell me she wasn't interested i now find myself in this position looking to leave bad reviews and file complaints for it feels like that's all I can do besides showing up and risking her calling the cops on me. Who knows who else she's done this to. Maybe you guys can help if she was fired it be much appreciate. I've never met someone who calls cops that ***** nilly. It's appalling.

  Business Response

  Date: 07/31/2024

  While we understand the allegations this person has made involve a server at one of our franchise locations and their meeting at one of our locations, safety and security of our Associates and Customers is paramount. Therefore, if the Associate felt in any way threatened or in danger due to their personal interactions, she would have been within her legal rights to notify law enforcement.

  Furthermore, his concerns regarding the personal interactions between the Associate and himself have absolutely nothing to do with a production issue or service received within one of our restaurants and we are not willing to entertain firing an Associate because they chose not to have a personal relationship with someone. The notion that a business would take such action against an employee for not being interested in a personal relationship with someone is inconceivable to us. 
  

  We are sorry the personal relationship this person anticipated did not work out as expected, but out of an abundance of caution for our Associate and Customer safety and security, we invite him to take his business elsewhere.

• Initial Complaint

  Date:07/22/2024

  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.

  7/3/24 employes started replacing order manager refused made employee do a return to my card and refused to give me copy of return receipt. Knowing she would been having issues from day 1 with her. Filed complaint online District/ Division mgr called me within the hour. Checked account on 7/20/24 Still had not received refund. Filed online complaint again this time no one reached out. And as bank requested reach out to Waffle House 1st. With No Success had to call bank back and file dispute. Due to they lack of professionalism not only no refund but left my banking account in the negative of $130. I'm on fixed income also she had employees refused to serve my disabled kids or replace order

  Business Response

  Date: 07/22/2024

  We are in receipt of the original comments entered by this customer via our website Contact option on 7/3/2024 at 3:36pm EST as well as more comments entered on 7/20/2024 at 1:31pm EST. The comments originally entered on July 3rd swayed back and forth between the apparent thickness of four waffles ordered and the customer's application/hiring status after her recent interview with the same manager she alleges to be having issues with. Our records further indicate after the customer/former applicant contacted  via our website Contact option again on 7/20/24, the District manager made several attempts to reach her but unfortunately the customer/applicant did not answer nor has she returned any of the multiple messages left.

  We feel our management members have adequately attempted to address any legitimate service/product related concerns, but if she is unwilling to answer the call or return any messages, there is nothing more we can do to assist her.

  Customer Answer

  Date: 07/22/2024

  Attached is call log. I've called them and did online report. No one has contacted me refund still not in account I'm not understanding what the problem is. And what further actions I'm to do to get my funds back in my account in the timely matter. It's been 20 plus days. I also provided photo copy of return receipt I was not granted to have for my records. How are they communicating with me there is no email response phone call NOTHING! Im appalled that I must go through all of this. She told employees not to serve me so going in the establishment I figured was not an option. So now what just wait on my bank to refund and hope they recoup account from fraudulent refund to reverse over draft fees. My refund has nothing to do with manager unprofessional behavior and work ethics! I'm confused?

  Business Response

  Date: 07/23/2024

  Unfortunately the images uploaded by this customer are too blurry to determine exactly who they have allegedly attempted to call back. Upon further review of the customer's ********************** contact and their contacts via our website Contact option, we feel part of the issue with someone actually being able to follow up with this customer is that they have provided three different phone numbers and two different email addresses.

  As previously stated, we feel our ***************** team is doing everything within their power to attempt to assist. However if the customer cannot provide accurate consistent information, we are not sure how they expect anyone to be able to contact them, nor can we confirm their allegations that a refund has not been processed.

• Initial Complaint

  Date:07/20/2024

  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.

  Last Thursday I went to waffle House and it was awful! There was 5 employees working not one of them was doing anything but talking believe I know! There was two or three tables dirty ! One of them hollered be right with you! Then one of them waited on people behind us! Others were still doing nothing one of them went to other side doing something not sure but may have been work related! But still we sat there no one taking our drink order or anything! After the one took their order she went back behind counter! Some more people walked in they then cleaned a table but still NO ONE WAITED ON US AT ALL! 5 EMPLOYEES THERE COME ON! SOOOOOO WE GOT UP AND LEFT WE HAD TO GO! MY DAUGHTER LOOKS INSIDE AS SHE GETS IN CAR AND ONE OF **** SHE SAID WAS THROWING UP HERE ARMS LIKE WHERE WERE WE GOING ! OMG IT WAS AWFUL I HAD TO DRIVE SOMEWHERE ELSE They WERE NOT WORKING AT ALL FIVE EMPLOYEES S******* OFF ! NEVER WAITED ON **!!! SO I HAVE LEFT BOUT 4 EMAILS TO THEIR CONTACT US THEY HAVE ,CALLED THEIR NUMBER TO CUSTOMER SERVICE IT SAYS DO THE CONTACT US , AND I TRIED CORPORATE NUMBER THEY CLOSED ON WEEKEND AND AND AND I CALLED THE WAFFLE HOUSE WE WENT TO TO SPEAK TO MANAGER AND THE ***** JUST RINGS AND RINGS THEN IT SAYS WE ARE BUSY RIGHT NOW THIS IS RIDICULOUS FOR REAL! SO TO ME THEY JUST DON'T CARE!!!

  Business Response

  Date: 07/22/2024

  We are in receipt of comments entered via our website Contact option by this customer. Each set of comments entered for the two separate locations she selected have been transmitted to the franchise owner of the locations for review and follow up with the customer pursuant to their timeline for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their recent visit as anticipated and look forward to someone from the franchise contacting the customer.

  Customer Answer

  Date: 07/23/2024

  I don't understand the question I'm being asked! No one has contacted me at all!

• Initial Complaint

  Date:07/20/2024

  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.

  As we approached the Waffle House on ************ we were told it was takeout only and that we could not enter bc there were 5 people in the establishment at that time. We were told that they were only taking to go orders. These orders are automatically charge a service fee for which no service is performed as there is only one person taking orders and two cooks. How can you charge a fee but provide the basic services, taking the order and cooking the food? As I write this one employee is sitting outside on their phone while multiple customers park and leave due to the unreasonable lack of service in this establishment. Not allowed into the establishment. This is egregious and needs to be reevaluated. If you are unable to serve paying patrons yet charge a bogus service fee for serving those patrons you are in fact stealing. I should not be charged a service fee when in fact I had NO choice in being actually served!

  Business Response

  Date: 07/22/2024

  Unfortunately, we have no record of this customer contacting us directly via our website Contact option, therefore affording us an opportunity to address their concerns prior to their contact with the Better Business Bureau. Had this customer contacted us, we would have been able to explain we are not immune to staffing shortages 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 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, 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 during overnight hours. Other locations have had walk up windows installed for to-go orders and do not allow customers inside the ******************** when they are on a to-go only status. While these locations will allow customers already dining to complete their visit, these locations do not allow entry into the restaurant in the 30 minutes prior to switching to to-go only service.
  
  If this customer would like to speak to the ***************** team or franchise owner of the location they attempted to visit, we encourage them to utilize the Contact option available on our website. Once they have selected the specific location they attempted to visit, including the date and time, entered their concerns, and provided a phone number where they can be reached, a report will immediately be transmitted to the appropriate party for review and follow up with the customer based on our protocols and procedures for addressing customer concerns.

  We apologize for any inconvenience and appreciate the customer's 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 at all locations. 
  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22017693
  
  I am rejecting this response because:

  The Waffle House staff at ************ sat outside of the location while patrons were told they could not go inside the establishment and subsequently waited outside in a line for 20 plus minutes in order to place an order. Once place they were told to wait outside until the order was ready. To be charged a service fee but take away the option to be served by wait staff is not acceptable on any level and a poor business model. You cannot take away a service and subsequently charge patrons for services they had no choice in receiving therefore the service was not rendered. Waffle House staff explained that this was nation wide not local as stated in the response above. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/29/2024

  As we previously stated in our response on July 22nd, if this customer would like to speak to the ***************** team or franchise owner of the location they attempted to visit, we encourage them to utilize the Contact option available on our website. Once they have selected the specific location they attempted to visit,including the date and time, entered their concerns, and provided a phone number where they can be reached, a report will immediately be transmitted to the appropriate party for review and follow up with the customer based on our protocols and procedures for addressing customer concerns.

  As of today, July 29th at 10:37am EST, this customer has chosen not to utilize the website Contact option in order for their concerns to be directed, investigated, and addressed by the appropriate party. If this customer is not willing to file and official report via our official Contact option as we have requested, there is nothing more we can do to assist this customer.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22017693
  
  I am rejecting this response because:
  Your website for complaints is archaic and not user friendly. I have tried several times to navigate the website and once I reach a certain point Im not allowed to proceed. The customer service line is no better as my call was disconnected twice. Your customers work as well and should not have to jump through hoops in order to resolve a complaint with your company. Franchise or not they still carry the Waffle House name. The Waffle House on ************ in *************. How about instead of directing me to contact them you direct this particular location to contact me to resolve my issues. Is this not what a company does? Please advise if this does not make sense. 
  Kind regards, 
  
  *******************************

• Initial Complaint

  Date:07/19/2024

  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 was charged two additional fees for one order. I should have only been charged one service fee and one to go order fee for one order. And I dont think the service fee should be added anyway because were already paying the to go order fee. Then I called the corporate office but no one answered until the phone hung up on me.

  Business Response

  Date: 07/22/2024

  Waffle House adopted a 10% Service Charge on all To-Go orders over 25 years ago.  The 10% Service Charge is paid directly and entirely to the Servers who handle those To-Go orders.  In late 2022, we added a new 10% To-Go Fee on all To-Go orders to help offset rising costs of our To-Go supplies and related items. 
  
  Signage at each cash register, a sticker at the front door, printed information on each Guest Check and a prominent notice on our printed Dine-In, To-Go and online menus, clearly and plainly disclose the 10%Service Charge and the 10% To-Go Fee for all customers to see before they place a To-Go order. 
  
  Also, please understand, providing a great dine-in, full service restaurant experience to our customers is the primary focus of our business.  We also know that a portion of our customers prefer the convenience of ordering our food To-Go and we appreciate their business. While To-Go business is not our primary focus, we do our best to provide delicious food in high quality packaging which our customers have come to expect. The next time the customer chooses **********************, we invite them to join us for a meal inside our restaurant where we can demonstrate our Hospitality and they can see what has made Waffle House the iconic brand it is today for almost 70 years.   
  
  Additionally, we are in receipt of the customer's same question entered via our website Contact option which have already been forwarded to the ***************** team of the location visited for further review and follow up with this customer. We apologize if this customer was unaware of the fees applied to all To-Go orders or had not noticed the signage until recently and all our Associates appreciate their business.
  

• Initial Complaint

  Date:07/18/2024

  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.

  I was visiting from ********* and my ticket was $35 even I tipped the waiter $5 but my card was charged $75. I can't get in touch with anyone there the phone just rings continuously. All I want is money back. I'm going to a file with the Better Business Bureau next.

  Business Response

  Date: 07/19/2024

  We are in receipt of the comments entered by this customer via our website Contact option on 7/17/24 at 10:35pm EST. Our records indicate the division manager investigated the transaction at the restaurant, which shows the customer entered a tip of $40. Our records further indicate the division manager contacted the customer on 7/18/24 by ****** EST and explained the $75 charge is the result of the customer's $35 bill plus the $40 tip entered by the customer at the time of check out. Therefore, Waffle House did not charge the customer an erroneous amount, she was charged the correct amount based on the tip she entered when paying her bill. The division manager's notes indicate the customer became upset and began yelling that she would never leave a tip in that amount. The division manager notes she once again explained the tip is entered by the customer, not an Associate, however she did tell the customer she would call the **************** on 7/19/24 to see if anything could be done. 

  We are sorry to hear this customer is upset, but we feel the division manager is adequately assisting the customer regarding her concerns.