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Business Profile

Restaurants

Waffle House

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

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Waffle House has 822 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Waffle House was next to our hotel I was going to eat in and decided to do take out. Found out seperate menu. Menu for take out had higher prices. How does that make sense? Food mediocre and not worth the price would have rather gone to *******

      Business Response

      Date: 07/15/2024

      Unfortunately, we have no record of this customer contacting us directly via our website Contact option regarding their concern prior to their contact with the Better Business Bureau. Had they done so, we would have been able to explain 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. Additionally, the notice printed on our printed To-Go menu states " Prices include sales tax and a 20% fee that is added to all 'to-go' orders. 10% is paid to the server who prepares the order and 10% is a 'to-go' fee". 

      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 this 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.   

      We apologize if this customer was unaware of the fees applied to all To-Go orders, had not noticed the signage until recently, or did not see the verbiage displayed on the printed to-go menu. We and all our Associates appreciate their business.

    • Initial Complaint

      Date:07/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been working for the company for a long time. Aug 1 of last year an incident occurred that involved my dismissal, I thought was racist and unfair, with that being said I found out 3 months later I was rehirable I was ok with it. Then when that came they said he said it was a mistake. You cant make a mistake like that. So now certain people are able to quit and come back get fired and come back but the manager chose to be racist and sexist toward me. If I was a man I would still be there or be able to come back.I feel I was discriminated against by this individual.

      Business Response

      Date: 07/05/2024

      The safety and security of our Associates and Customers is paramount. Unfortunately, according to our records this former Associate was placed on a Last Chance Agreement in January 2023 for Violation of Associate Conduct Policy, Insubordination, and Threats of violence. This former Associate signed the Last Chance Agreement acknowledging another violation of policy could result in immediate termination. Therefore, when the Associate willfully violated policies again in August 2023, she was terminated.

      Our records also indicate this former Associate filed an Associate Hotline report after her termination. That investigation, conducted by a Case Manager, found this former Associate was afforded multiply chances to adhere to the company's Safety and Security policies, but they chose to repeatedly violate said policies. Therefore, for the safety and security of our Associates and Customers, this Associate  was deemed no longer eligible to be rehired,

      We simply cannot allow someone who has repeatedly violated policies and repeatedly threatened violence towards other Associates to work in our restaurants.

    • Initial Complaint

      Date:07/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Showed up to the Waffle House **********************************************. Every staff member there was standing outside smoking at the same time, doing nothing on there scheduled shift. I dont expect cleaning or astounding service, but I expect someone to be willing to take my order and look as if they want to do their job. Went to a different location since this one seems to not care. Ridiculous service even for a low end dine in

      Business Response

      Date: 07/02/2024

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

      Since service and product related concerns are best investigated and addressed by the ***************** Team or Franchise Owner of the location visited, we encourage the customer to utilize the website Contact form we have available for customer's to voice their concerns. Once the customer Tells Us about their visit, including the specific location visited, date and time of visit, details of their concerns, and provided their contact information, a report is immediately generated and transmitted to the appropriate party(ies) for review, investigation, and follow up with the customer pursuant to our protocols and procedures for addressing customer feedback.

      We are sorry to hear this customer was unable to enjoy their recent visit as anticipated and look forward to them utilizing our website Contact option at their earliest convenience to avoid any further delay in their concerns reaching the appropriate party to investigate.

    • Initial Complaint

      Date:07/01/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Visited your Waffle House location today at **********************************************************. I ordered an all star breakfast meal. I paid $15.30 using my **** debit card ending in *****. Service was fine. I did take out. When I got back to my hotel room next door, I opened my food to white scrambled eggs, half white/half brown sausage patties and a waffle that's about an inch thick. This is very different from any waffle house I have eaten in recent memory. I tried it and I will not have anymore. My stomach already hurts not sure a coincidence. I would like a refund. I was not given or offered a receipt by the staff so I cannot upload one. Thank you. ...PS all information is included in this message.*********************** ************** ************************

      Business Response

      Date: 07/02/2024

      We are in receipt of the comments entered by this customer via our website Contact option on 7/1/2024 at 11:44am EST. The comments and customer's contact information were immediately transmitted to the Division and Region Managers over the location visited for review and follow up with the customer pursuant to our protocols and procedures for addressing customer concerns.

      We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to one of these ***************** members following up with customer soon regarding their concerns.

    • Initial Complaint

      Date:06/27/2024

      Type:Delivery Issues
      Status:
      Answered
      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 normally eat in the store, but today was different, ******* to get to work and.......The problem I have is that you place your order on line, and you cannot tell how you want your food prepared. If I would like for the cook to add extra seasoning, or cook my eggs well done, or cook my hash browns crispy. After placing your order you cannot speak to any one in the store, to give the information to, too make sure your food is how you want. I'm complaining about that there should be some type of way to express your concerns about your food. Please help with this small problem. Thanks

      Business Response

      Date: 06/28/2024

      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 they done so, we could have explained that the software necessary for our restaurants to be able to accept online orders disables the phone from ringing inside participating locations. Additionally, we would have explained we are aware there are some limitations with the recently rolled out online order portal. However,we are working with the team that created our online ordering software to expand the online ordering menu and add customization options.

      We apologize if this customer was unable to enjoy their recent experience as anticipated and we appreciate their patience and understanding as we work through this new to our brand concept.

    • Initial Complaint

      Date:06/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Went to the Waffle House ****************************** on 6-15-24 to order food. Waited 20 mins to be greeted finally placed my order they were going soooo slow and after carefully reviewing the store, I asked for a refund. ***** was extremely nasty and **** kept trying to argue w me finally agreed to refund me refused to give me my receipt but allowed me to take a picture of it said I'd be refunded in 5 days here we are 8 days in NO REFUND. I took a video of the store it was filthy. I need my money back or social media will get a copy of the video showing the stores filth. Waffles irons caked up w batter and all 5 broke. Floor was nasty. Dishes liked up. I want my refund.

      Business Response

      Date: 06/24/2024

      We are in receipt of the comments this customer entered via our website Contact option on 6/15/2024 at 4:40pm EST. Our records indicate the Division manager made attempts to reach the customer to address their concerns, however he did not receive an answer and therefore left message with his call back number. Unfortunately, to date (6/24/2024 at 12:21pm EST) there is no indication the customer ever returned the Division manager's call.

      We are truly sorry this customer was unable to enjoy their experience as anticipated and look forward to them returning the Division manager's call at their earliest convenience to discuss their concerns.

      Customer Answer

      Date: 06/24/2024

       
      Complaint: 21891133

      I am rejecting this response because: they're lying absolutely nobody has called me to date  NOT ONCE. I'm still waiting on a call I would have never filed this complaint. Furthermore why aren't they saying anything about my refund. I need a call or my refund ASAP. DON'T PLAY GAMES W ME. CALL ME NOW

      Sincerely,

      ***************************

      Business Response

      Date: 06/24/2024

      We're sorry if this customer did not receive the voicemails left for them and have asked the Division manager to make a final attempt to reach the customer. Since the Division manager will be calling from a cell phone which does not display 'Waffle House' on the caller ID, we strongly urge the customer to accept the call at the time. In the event they are unable to accept the call, they may check their voicemail after the missed call for a contact number where they can call the Division manager back or call back the number shown on their missed call history.

    • Initial Complaint

      Date:06/23/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered food online.When I arrived at the location,the store was closed.Never got a refund for the order

      Business Response

      Date: 06/24/2024

      We are in receipt of the comments entered by this customer via our website Contact option on 6/23/2024 at 8:11am EST. Our records indicate the Division Manager attempted to call the customer within 7 minutes of receiving the customer's comments, but unfortunately did not receive an answer so he left a voicemail for the customer. As of today, 6/24/2024 at 11:15am EST, there is no indication the customer has returned the Division Manager's call.

      We would like the Division Manager to address the customer's concerns, however in order for that to happen, the customer will need to return the Division Manager's call at the number left on the voicemail. We look forward to the customer returning the call at their earliest convenience to discuss their concerns.

    • Initial Complaint

      Date:06/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 employee ***** had screamed 3 different times at her employees and when one of them said they needed to go outside to cry she said if youre going to cry then just leave. Some costumers also came to the rescue of the employee and screamed at ***** this reflects how poorly she was treating people. Such a person should not be in a business and hurts your own brand. I hope to see action being taking against such behavior.

      Business Response

      Date: 06/19/2024

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

      Since Service and product related concerns are best investigated and addressed by the ***************** team or franchise owner of the location visited, we encourage this customer to complete the Customer Contact Form on our website, making sure to select the specific location they visited, date and time of visit, details of their concerns, and include a phone number where they can be reached. Once completed, the appropriate parties will receive an official report with the comments for review and follow up with the customer.

      We apologize if this customer was unable to enjoy their recent visit as anticipated, or if they missed the Contact link on our website and look forward to them completing it at their earliest convenience to avoid any further delay in the appropriate person being able to investigate and follow up with them regarding their concerns.

      Customer Answer

      Date: 06/19/2024

       
      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.

      Sincerely,

      *************************

    • Initial Complaint

      Date:06/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Upon walking into the location there are dirty dishes all over the counter. The employees are arguing about orders and who was going to cook. The grills didnt look like they have been cleaned all day.

      Business Response

      Date: 06/10/2024

      Unfortunately, we have no record of this customer contacting us directly regarding 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 customer regarding their recent visit. However, in order for that to happen, we need the customer to complete the Contact option found on our website for reporting customer concerns, making sure to include the following necessary information:

      Name

      Address

      Phone Number

      Specific Location visited

      Date and Time of visit

      Details of their Concerns

      Once the online Contact option has been completed with the necessary details above provided, a report will immediately be generated to the appropriate parties for review and follow up with the customer. 

      We are sorry to hear this customer was not able to enjoy their recent visit as anticipated and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in getting their concerns addressed by the appropriate party.

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      There were cockroaches crawling around my booth and on wall

      Business Response

      Date: 06/04/2024

      Unfortunately, we have no record of this customer contacting us directly regarding their concerns therefore affording us an opportunity to investigate and address them prior to their contact with the Better Business Bureau.

      We would like to have the appropriate ***************** team or franchise owner investigate and follow up with the customer regarding their concerns. However, in order for that to happen, we need the customer to complete our website Contact option making sure to select the specific location they visited, include the date and time of the visit, details of their concerns, and their contact information. Once this has been completed, a report will immediately transmit to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures for addressing customer concerns.

      We apologize this customer was unable to enjoy their recent visit as anticipated and look forward to them completing the online contact option we have available for customers to report issues at their earliest convenience to avoid any further delays in someone addressing their concerns.

    Waffle House is NOT a BBB Accredited Business.

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