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

  708 Davis St Scranton, PA 18505-3506

• 

  Waffle House

  933 S State St Clarks Summit, PA 18411-1755

• 

  Waffle House

  10930 New Haven Road Harrison, OH 45030

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:03/12/2024

  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.

  My boyfriend and I were on a date, stopped at the *********** ** location. We shared a big breakfast. Waffle. Grits. Sausage ***** 2 eggs and coffee.. we have been sick since 1 and 2 am. We're about to go the **

  Business Response

  Date: 03/12/2024

  We are in receipt of the comments entered by this customer via our website Contact option on 3/12/24 at 6:53am EST. Our records indicate the ** Department attempted to call the customer within 5 hours, at ******* EST. However, the customer did not answer and unfortunately were unable to leave a message as their number does not have a voicemail set up.

  Our ** Department will continue to attempt contact with the Customer so they may adequately investigate their concerns. We strongly urge the customer to have a voicemail option in place so a message can be left in the event they are unable to accept the call at the time.

  We are sorry to hear this customer was unable to enjoy their visit as anticipated and look forward to ** being able to speak to them soon.

• Initial Complaint

  Date:03/11/2024

  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.

  Hi,My daughter and I are regular patrons of the Waffle House at *************************************** On each visit, we have been warmly greeted with a hello and an assurance that someone would be with us shortly. However, today's experience was disheartening. We live in *******, **, and are on Spring Break this week. My daughter and her friend joined me, and their first request was to visit The Waffle House. We entered and sat in the waiting area for about 10 minutes without any acknowledgment. No one greeted us or informed us that they would be right with us. I politely said hello and excuse me, but before I could say anything further, ******** informed me that they were short-staffed. I understood but expressed my disappointment that no one had addressed us until then. ******** responded by saying she was not serving us and turned her back to continue speaking with her colleagues. Another co-worker then offered to take our order and seated us. While seated, I searched for another Waffle House location nearby. Upon finding one, we got up to leave. However, before exiting, I asked to speak with the manager. *******, who had been present the whole time ******** was rude, identified himself as the manager. I was surprised that he had witnessed ********'s behavior toward a customer and had not intervened. He offered excuses for her behavior. ******** also expressed indifference to my concerns and stated that she didn't care about my feedback. Additionally, I overheard someone make a derogatory ****** towards me. Feeling humiliated and disappointed, I quickly left with my children. As a black African American woman, I did not expect to encounter such disrespect and racism while visiting *********** with my children, who were unaware of such issues. My children were shocked by the experience, as they are not familiar with racism and disrespect in a restaurant setting. It is the responsibility of employees like ******** and ******* to serve customers and ensure they feel welcome.

  Business Response

  Date: 03/12/2024

  Unfortunately, we have no record of this customer utilizing the Contact option available on our website to advise us of their concerns therefore affording the ***************** team or franchise owner an opportunity to investigate and address them prior to the customer contacting the **********************.

  We would like to have the appropriate person investigate and follow up with the customer. 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 their visit, the details of their concerns, and a phone number where the customer can be reached. Once this is completed, a report will immediately be 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 visit as anticipated and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in their concerns being investigated and the appropriate party following up with them.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21418486
  
  I am rejecting this response because: you only offered an apology at the end of your response which shows lack of empathy AND yes I called your customer service number and no one answered just a long sought out voicemail which to me shows no respect to the customers concern!

  lastly Your response shows why your employees treat customers the way they do! The whole world is gone to trash because you allow these employees to carry on like that, just sickening!!

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

  Business Response

  Date: 03/12/2024

  Since we do not have a call center option to accept customer calls, callers do hear a recording that directs them the website Contact option. Therefore, we urge this customer to complete the online Contact option available on our website so the appropriate party may investigate their concerns and follow up with them.

  If the customer refuses to utilize the Contact option we have available to convey customer concerns and provide all information necessary which was previously described, therefore making it impossible for the appropriate party to receive the information, then we are unable to investigate and attempt to resolve this customer's concerns.

  Once again, we look forward to the customer completing our online Contact option as soon as possible to avoid any further delay in their concerns being investigated and the appropriate party following up with them.

  Customer Answer

  Date: 03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and took your advice and submitted my complaint via Waffle House contact link.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/28/2024

  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.

  Issues with advertising and making orders . None of the workers wear hair nets as I found hair in my food Workers go outside and come inside and cook without washing hands . As I am pregnant and can get sick from their unsanitary habits . They make up their own prices when I come in as well . Very rude workers and workers dont have food comprehension skills.

  Business Response

  Date: 02/28/2024

  We are in receipt of the comments this customer entered via our online contact option earlier today (2/28/2024) at 9:32am EST. Their comments and contact information were transmitted to the ***************** team for review and follow up with the guest based on our protocols and procedures for addressing customer concerns.

  We apologize if this customer was unable to enjoy their visit as anticipated and look forward to the ***************** team investigating the customer's concerns and follow up with them.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21358444
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/28/2024

  Customer did not give any indication as to why they reject the response, nor have they allowed adequate time for the ***************** team to investigate their concerns.

  The customer needs to allow up to 5 business days for them to investigate, including but not limited to review of cameras at the location and interviewing the Associates on duty, and follow up with them.

• Initial Complaint

  Date:02/27/2024

  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 went to Waffle House #**** at 3:39 we ordered 2 kids plate, grits eggs ,bacon white toast. . ******* told not on menu an refused to give us kid plate I ask her name she refused again. I told her we come there weekly order same thing a never experience a problem , I ask her when did Waffle House changed we just went there last week. My fees were $13.00 each time now she charged us$11.40 per plate . I been going to Waffle House same location for since opening now this caramel black female with eye that defective was determined to not sell us the food due to the menu. Never had no problem She need to not b at register the older black man shook his head in disgust. I spend 15 minutes repeating my order n ended with her telling us what she serve us if I wanted grits on our plate. Very disappointed n this service I recieve today. We took picture n has both receipt if needed This lady got order wrong after repeating continuous same thing I very classy lady an her service unacceptable.

  Business Response

  Date: 02/28/2024

  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.

  Service and product related concerns are best investigated and addressed by the ***************** team or franchise owner of the location visited. Therefore we urge the 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 customer's comments for review and follow up with them based on our protocols and procedures for addressing customer concerns.
  
  We are sorry this customer was unable to enjoy their visit as anticipated and apologize if they missed the link on our website for contacting us directly. However, we 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 your concerns.
  

• Initial Complaint

  Date:02/21/2024

  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.

  2/21/24, Columbia and Belvedere location, after sitting down, the table needed whipping off, didn't happen,oder *********** tasted like water, request a coke, bacon was cold, started to eat my waffle, hair was on the plate, was asked if I wanted another one, stated no just take it off my bill, poor customer service, the young lady waiting on me couldn't stay off her cell phone to see if everything was ok with me.

  Business Response

  Date: 02/22/2024

  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 directly 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 urge the customer to complete the Customer Contact Form on our website, making sure to select the specific location they visited, date and time of the 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 customer's comments for review and follow up with them based on our protocols and procedures for investigating and addressing customer concerns.
  
  We apologize if this customer was unable to enjoy their recent visit as anticipated and look forward to them completing the online contact option available 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

• Initial Complaint

  Date:02/18/2024

  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.

  Have never been charged for these fees before we have been going to waffle house for years when asked employee name faith about it she became very rude we get the same order again for years

  Business Response

  Date: 02/19/2024

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

  Had this customer contacted us directly, we would have explained Waffle House adopted a 10% Service Charge on ********* 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 ********* 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, we would have asked the customer to 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.   
  
  We apologize if this customer was unaware of the fees applied to ********* orders, or had not noticed the signage until recently, and all our Associates appreciate their business.

• Initial Complaint

  Date:02/04/2024

  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.

  The manager of the store is extremely disrespectful to his employees and uses his power of authority towards his peers ignorantly. He is NOT fit for a managerial position Ask anyone in that store. I asked another employee how another minority employee was treated and she said not fairly. F****** handle it!!!!!Down below are the 3 employees working past 3am which was yesterday. But the one manager I have an issue with. I just met today and lets be real, if I take this to social media. Youll lose a lot more money than youd like to. This small teath piece of garbage shouldnt be in charge of this woman or hard working kid. My name is ************************************ worked in sales for the last 3-4 years and have closed on almost $500 million during that time. I do not appreciate him or how he abuses his power. I know you cannot control his actions but as a sales professional, this man is is and will continue to Cost the business $.

  Business Response

  Date: 02/05/2024

  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 investigate and follow up with the customer. However, in order for that to happen, we need the customer to utilize the online contact option we have available on our website. Making sure to select the specific location visited, date and time of visit, details of their concerns, as well as a valid phone number where the customer can be reached. Once the online contact option 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 are sorry to hear this customer was unable 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 in front of the appropriate party for following up with them.

• Initial Complaint

  Date:02/02/2024

  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 started working at waffle house I made it in for a couple days I told the manager about my health issues they hired me anyways a week later my medical issues started to bother me so I checked myself into the hospital at osu they did studies and found out I have a cyst the size of a soft ball and they can't do surgery because all my other medical issues so they chose to monitor me and send me back home two weeks after getting released from the hospital I asked my manager if I could come back to work he tried saying I needed to file a new application because I've been gone to long. Yesterday I asked if I could come back in again, and again I got no response so not only am I dealing with medical issues but now I have to deal with a job whom is not responding not telling me the are letting me go or anything. This job is apart of my life and how I help pay on my bills and servive. I told think it's right I'm being ignored (fired) after hospitalization

  Business Response

  Date: 02/05/2024

  Unfortunately, we have no record of this Associate contacting either the Associate Hotline regarding their concerns, applying for a Leave of Absence due to them allegedly needing to miss more than four days of work, nor contacting the *********************** to request any type of accommodations due to any inability to perform normal work duties.

  We find it very unfortunate and disheartening that this Associate chose not to utilize any of the programs we have in place for our Associates to report concerns, obtain assistance in holding their position when they need to be out for an extended period of time or seek accommodations.

• Initial Complaint

  Date:01/31/2024

  Type:Billing 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 food was burnt the waitress was very rude she charged me for a to go food when I did not get to go I was eating it there and then she was very rude when I told her I wanted one thing and she brings me something different and then she charged me too much for something I didn't get

  Business Response

  Date: 02/05/2024

  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 investigate and follow up with the customer. However, in order for that to happen, we need the customer to utilize the online contact option we have available on our website. Making sure to select the specific location visited, date and time of visit, details of their concerns, as well as a valid phone number where the customer can be reached. Once the online contact option 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 are sorry to hear this customer was unable 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 in front of the appropriate party for following up with them.

• Initial Complaint

  Date:01/30/2024

  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.

  On the morning of December 31st between 7am -8am i went to Waffle House at *********************************************************************************. After ordering food to go my group set at a booth until we were told we could not sit there we then moved to the front chairs as directed when I sit in the chair, my head hit a coat hanger hook that was on the wall which caused a laceration, and my head began to bleed and I was confused. I then got a napkin and left with my group. I called Teladoc and spoke with the doctor, he instructed me that more than likely I have a concussion not to go to sleep and take ibuprofen or Tylenol for the headache. I then called Waffle House Headquarters on 1/2/24 And report the incident initially I was told the claim would be resolved within 5 to 7 business days when that timeframe was up then I was told 6 to 8 weeks this morning. I received a phone call from waffle House headquarters offer me $100 for my bad experience which I decline, I had a laceration to my head and a possible concussion due to the negligence on waffle house part. It was very insulting and disrespectful what they offered me.

  Business Response

  Date: 02/06/2024

  According to our records, this customer did not utilize our online contact form at the time of the alleged incident on Dec. 31st. Instead, he waited until three days later on Jan. 2, **** to contact our ***************** During that call, the customer stated to the adjuster that he did not notify staff at the unit at the time of the alleged incident. The adjuster requested medical documents, bills, and receipts for any out of pocket expenses he had in relation to the alleged incident. Our records further indicate 10 days later, on Jan. 12, ****, the customer submitted a one page Teladoc Health Document stating he was seen for a laceration to the back of his head. Guest did not have any out of pocket expenses related to the alleged incident. 

  After review of all documentation submitted and the fact the customer did not have any out of pocket expenses related to the alleged incident, the customer was offered a $100 settlement, which he declined. If he has any further questions or concerns, he will need to follow back up with the adjuster who he's been in contact with regarding his claim.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21221005
  
  I am rejecting this response because: $100 is an insult waffle House has reviewed the video and seen what happened. Clearly my head was bleeding and the chairs should not have been where they were replaced. No I did not notify anybody. I just hit my head and was confused this oriented and embarrassed. I called their headquarters the same day December 31, January 1 and finally got them on January 2 Due to their line being tied up, and Im assuming lack of people in the office because of the holiday. I was seen by Teladoc, which is covered under my work insurance, so I did not have any out-of-pocket due to the fact I pay that in my benefits.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/07/2024

  As previously stated, after review of all documentation submitted and the fact the customer did not have any out of pocket expenses related to the alleged incident, the customer was offered a $100 settlement, which he declined.

  If he has any further questions or concerns, he will need to follow back up with the adjuster who he's been in contact with regarding his claim.