Complaints

This profile includes complaints for White Castle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  White Castle

  555 W Goodale St Columbus, OH 43215-1104

  
• 

  White Castle

  3828 April Ln Columbus, OH 43227-3358

  
• 

  White Castle

  1080 S Hamilton Rd Columbus, OH 43227-1310

  
• 

  White Castle

  1620 Stringtown Rd Grove City, OH 43123-8995

  
• 

  White Castle

  2125 Schorrway Dr Lancaster, OH 43130-8413

  

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:11/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Online delivery order placed through White Castle app. When the ****** arrived to pick up the food, the store would not release the order because they could not figure out how to see the payment. The food sat and got cold while I tried to prove to them that I had paid. They finally released the order much later to a second ****** and it was delivered to me but was inedible. The manager on site did not know how to find the payment and she stated that the actual store manager had walked down the street and could not help. She also could not cancel the order. I attempted to cancel for a full refund since I did not want cold food. I spoke with their corporate customer service several times and they agree that I should receive a refund. However they can only forward the issue to another department. That department has never contacted me even though I have called and requested the refund several times over the last two months. I finally disputed the charge with *********** but White Castle reapplied the charge, stating that I received my order in good condition.

  

  Business Response

  Date: 11/06/2024

  Thank you for reaching out to us about ********** complaint regarding a **** Eats order in August 2024.  Her message has been forwarded to our Regional Director in ********** and we will reach out to ******** to work to resolve her complaint.  

  Thank you again,

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

  

  Business Response

  Date: 11/14/2024

  Hello,

  Regarding the complaint made by ********, ******* *******, District Supervisor for Castle #** in ********** has been in contact with ******** to work out reimbursement for her order.

  Thank you, 

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

• Initial Complaint

  Date:10/24/2024

  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.

  On Thursday August 29th, I placed a mobile order of $31.35 for White Castle and there had been a storm in the area that knocked the online system out but it still processed my order. I got there and they told me they never received it on their end due to the power outage. I have been trying to get a refund ever since due to the fact that I never received any food but I keep going o in circles. Eventually I filed a dispute with my bank and it was denied. I re filed a dispute and they told me I most likely will be getting my refund and then I just got an email today stating that I will not get my money back. I am not sure what to do since that was $31 and I never even received anything for it. I refuse to give up on that.

  

  Business Response

  Date: 10/24/2024

  Thank you for sending ***** ****** information.  I am reaching out to the lead person for the App to see who is responsible (besides the ** at the Castle) here at the headquarters for refunds.

  We will work to resolve this issue for ***** and apologize for the inconvenience and time it has taken to resolve this situation.  We will reach out to ***** asap to let her know how we will refund her $31.35.

  Sincerely,

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

  Customer Answer

  Date: 10/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22467832
  
  I am rejecting this response because: I appreciate you guys investigating, I just wont quit until I get my refund. I understand its only $31 but thats $31 for something I never got. I am a mother expecting my 2nd ***** and our car has just started acting up. I cant afford to be making donations to White Castle. I have opened up my 4th dispute with my bank over this and I keep getting denied. Thanks for you efforts regarding this situation. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:10/15/2024

  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 on Doordash to White Castle at *************************************** *******, IL ***** on Sunday, October 13, 2024 at 1:39 AM after a late night shift at the *****************. When my order came, it was in a sealed bag, and when I opened it I noticed two of the burgers were missing. I contacted Door dash, and they gave me a credit for the missing burger. When I went to bite into the Chicken sandwich I felt something strange on the back side of the wrapper, and turned the sandwich around to discover that there was a bite taken out of the sandwich! I informed Doordash, but the only thing they did was credit my account for that burger. I feel more should be done, because something like this violates all kind of health codes, and is absolutely disgusting and unsanitary. Because it was a sealed bag, I don't think it was the Dasher that did this, but someone at that White Castle location.

  

  Business Response

  Date: 10/15/2024

  Thank you for sending us this information.  We have forwarded this information to our Regional Director and we will work to find out what happened to this order.

  Thank you!  **** ********

• Initial Complaint

  Date:09/03/2024

  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.

  White Castle 9/3
  1 * ***** ** ******** ** ***** 
  I’ve stopped at this specific White Castle for a break. 4 members on the shift at the time 7:35pm til about 7:50 on 9/3, when I Ordered a chicken waffle combo small mozzarella sticks with small orange Fanta. Charged me about 9.20&. Asked why is the bill so high, still I gave the young man a 20$ bill. Handed me back about .80 cents with no receipt.
  
  I asked him after where is the rest of change.
  Young White Castle employee claims I gave him 10$. I claim I gave him 20$.
  
  No resolution to this situation was solved. I was not given any numbers to resolve this situation. I asked to run cameras back, manager claims to have no access to cameras. All around terrible employees, no leadership in management, and still no resolution was brought about.
  
  Asking for a refund.

  

  Business Response

  Date: 09/16/2024

  Hello,

  The complaint from ***** ***** has been forwarded to our ********** Regional Director and the District Supervisor for Castle #** in **********.  

  Our cameras did show that Mr. ***** gave our team member a $10 bill and our General Manager just contacted Mr. ***** to discuss this with him.  Although there is no refund, for the time he took to contact the BBB, we will be sending him a gift card to let him know we are sorry for his inconvenience. 

  We value our customers and want to make sure they are happy.

  Thank you, **** ********

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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.

  Why you have to operate like that? Why?
  
  We occasionally have issues with this location, but it's becoming unbearable. The staff working there, I'm sorry, they lack knowledge for simple math. It's sad. The store has poor lighting, is dark, attract weird people from street to go inside.
  
  There is always something wrong ordering there. More common is not paying attention to the toppings. Sometimes, missing sliders. When you pay for 8 sliders and only get 5-6 several times, it is very frustrating.
  
  Then, I complain to customer service using the app, and don't hear back from anyone. Why do you do that? Do you really need to operate like that for profit?
  
  I don't think missing toppings and slider are intentional, but unfortunately a reality that is more and more common today: people that is unable to do simple things. They simply don't count how many are in the receipt vs how many are in the bag.
  
  Orders: ***** and *****
  
  Store: White Castle ******, ****** ***** **
  
  This store and the staff needs a full review. TAKE CARE OF YOUR BUSINESS!

  

  Business Response

  Date: 08/29/2024

  Thank you for sending us the complaint from Mr. *******.  His request has been forwarded to our *** ****** Regional Office to the District Supervisor for Castle #**.  We will contact Mr. ******* and work diligently to resolve his complaint as quickly as possible.

  Thank you,

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

  Customer Answer

  Date: 06/03/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties. 

  
  

   

  laint Type:
  Repair Issues
  -- Please Select the Nature of your Complaint --
  select
  Problem:
  I know it's fast food, and it's White Castle. However it does not mean you can get the payment and not deliver everything I ordered. Then, when I point that out, you need to fix it. It's not the first time. You just ignore the issue. White Castle #****** Sale #********* Missing two items. I have the contact of the manager ***** **** *********************************** sent email more than a week ago, he never replied. Next step is to file a dispute with the card. You need to be more responsible, and train your staff to count if everything has been packaged. I hope it was not intentional.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund
  Refund
  select
  

  
  

  

  Business Response

  Date: 06/03/2025

  We sincerely apologize for the inconvenience caused you.  We will forward your message to the name and email address of the General Manager you mentioned previously.  We would like to make sure your complaint is handled as seamlessly as possible. 

  Thank you.

  Customer Answer

  Date: 06/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22213449
  
  I am rejecting this response because this is not a duplicate. It's a new order.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 06/30/2025

  We have been going over any items or complaints to make sure we have responded to each customer complaint. We have been in touch with General Manager, ***** ****, who said he has reached out to Mr. ******* more than a few times and has received no response from him.  If there is still anything we can do to help Mr. ******** we would love to make sure his complaint is handled.  

  We have also reached out to Mr. ******* from the White Castle *********** in ******** and await a response from him at his convenience.  When we hear back from him, we will let you know.

  Thank you! White Castle

  Customer Answer

  Date: 07/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22213449
  
  I am rejecting this response because: "more than a few times" is incorrect. I was contacted only once, on June 4th, asking for information that I had already provided via email:

  date of the order: 23 May 2025 around 7:50 PM

  amount: $34.00

  transaction number: Online Order Number: 87789

  It is here, again. Will you finally, after more than a month, take action on this?

  I think White Castle should value a little more their customers. I know you are a fast food, and probably targeted to a specific customer base, but missing items that were paid for is a fraud regardless of who you serve. You have the obligation to make sure you are delivering everything that was ordered and paid for. It was not the first time I missed items (missing ingredients or customizations is far more common).
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 07/08/2025

  Good afternoon,

  We are currently emailing with **** ******* and am awaiting his most recent response. We are having our District Supervisor contacting Mr. ******** and I have offered a gift card and gift for his time and trouble. He has let me know that he contacted his bank and after hearing how that goes, we will update the BBB as soon as this is resolved. 

  We are working to resolve this complaint and will update you shortly.

  Thank you, 

  White Castle

  

  Business Response

  Date: 07/08/2025

  Hello,

  **** and I have spoken and we will be having ******* ******* call ****.  He will let him know we will be working with the castle to ensure the proper number of products are included with each order and how important it it to doublecheck orders as well. We are also sending a gift card and a few White Castle items to **** for his time and trouble.  We do take each complaint seriously and we are continually striving to do the best we can at all times to create memorable moments for our customers.

  Thank you!  **********************

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I am happy that main office takes it seriously.

   

  I really hope orders in the future are fulfilled as they were paid, complete, with no missing toppings/items.

  
  Regards,
  
  **** *******

  

  Business Response

  Date: 07/09/2025

  Thank you so much for letting us know about ****.  ******* ******* has called and left a voicemail message for **** and we will continue talking to him.  His package is being shipped this afternoon with a few gifts and a gift card. 

  It was a pleasure working with ****, and we appreciate his time and patience.

  Sincerely,

  White Castle

• Initial Complaint

  Date:08/22/2024

  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.

  While ordering on the White Castle app they offered a promotion for 20% off of an online order. As I ordered and edited the order I had $45 worth of food in my cart and the $9 discount was present but after the last edit it disappeared. Seems that if you edit the order more than once the discount disappears and is no longer available. Not a huge issue but it’s disappointing that I used the discount and now can’t get it back even though I hadn’t ordered yet. I don’t understand how my discount disappeared just from editing the order twice.

  

  Business Response

  Date: 09/16/2024

  We appreciate Mr. **** bringing an issue to our attention regarding the White Castle app.  I have reached out personally with a voicemail to Mr. **** to get any additional information about the "app" issue he may have.  

  As soon as I speak to Mr. ****, we will get his address so that we can send a gift card to him for letting us know of an issue with the "app".  We appreciate the time he took to let us know this very important information.

  We have forwarded this message to our marketing department and the person who handles the "app".  We will add any additional information he has for us to work on a fix for this issue, once I speak with him.

  We will keep you informed.

  Thank you, **** ********

• Initial Complaint

  Date:08/03/2024

  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.

  ******* sales tax is 7% but white castle charges 10%

  

  Business Response

  Date: 08/12/2024

  Hello,

  We will have someone from our ******* region contact Mr. ****** and look into this matter.

  Thank you so much! 

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

• Initial Complaint

  Date:08/03/2024

  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.

  On the night of July 29 2022 I ordered from White Castle a pickup order. I paid for it when I ordered so all I would have to do is go thru drive thru and pick it up. The order was placed shortly after 2 am with a pickup time being 2:35am. After arriving at the restaurant. I waited in the drive thru for around close to 2 hours. There was a line already and a staff of 2 people. This was what we were told by an employee who was standing out back. When I pulled up to the window to get my food, the gentleman told me the 2 shakes I ordered couldn't be made then told me my total. I let him know I had already paid before arriving. He told me it doesn't show it as being paid. We went back and forth a few times and I just decided since I have already waited this long and obviously not going to receive my food if I don't pay again then I might as well. So I paid for my order again minus the 2 shakes. Since I had left my phone at home by accident I had no way of proving it was already paid for. So using a different card, since it was all I had on me I went thru with the transaction. Waiting another 20 minutes for my food. After arriving at home I realized my order was completely wrong. Cold and most of it wasn't edible. The total of both transactions for the same meal was $97.57 I contacted White Castle about the issue and was contacted by the ** of the store. I returned her call and email and we did this a few times because every time I called nobody would answer. I left several messages to get a call back. My emails weren't replied to and no calls were returned. I contacted White Castle online 2 more times since then. Only receiving a 10 dollar gift card by mail. No follow **** I understand this was over 12 months ago but I have tried numerous times. I just want my money refunded. That was very bad business. I love White Castle but that experience was terrible. I still have the emails and receipt and bank records showing all this.

  

  Business Response

  Date: 08/21/2024

  
  ************************** <***********************************>
  Aug 19, 2024, 4:00 PM (2 days ago)
  to *****
  
  Hello *****,
  
   
  
  I am going back over ones I could possibly have missed and I have reforwarded this to our Louisville Region again.  I feel as though this one may have been taken care of, but I guess it has not.  We will contact her asap and follow-up with you.
  
   
  
  Thank you!  ****
  
   
  
   
  
  ************************* | Corporate Relations Administrator
  
  P: ************  
  
   
  
  From: *********************** <********************************************************>
  Sent: Monday, August 19, 2024 3:54 PM
  To: ************************** <***********************************>
  Subject: BBB THIRD NOTICE: Better Business Bureau received a complaint about your business

  

  Business Response

  Date: 08/23/2024

  BBB 

  We have consistently had several team members trying to contact ************** by phone and leaving messages to return our calls.

  We are just letting you know of the status of the situation.

  Thank you so much!

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

  Customer Answer

  Date: 08/26/2024

  I received 2 calls on the 20th. From 2 different members of White Castle. I returned one this morning before work but the call disconnected as soon as they answered. I couldn't call back until this evening. I called a second number about an hour ago and was able to leave a voicemail with them to return my call possibly tomorrow morning. As I believe they were already gone for the day. Thank you for updating the status! It is much appreciated! 

  

  Business Response

  Date: 08/27/2024

  *****,

  The complaint from ********************* was sent to our *****************, along with all the screenshots attached.  I received a message that 2 different District Supervisors had tried to contact her.  We do take each complaint very seriously and we have been working to contact ********************* and will work to resolve her complaint.  

  I have emailed our ***************** to see if ***** has touched bases with one of our District Supervisors.  I will let you know if I hear anything else.

  Thank you, *************************

  

  Business Response

  Date: 08/29/2024

  Good morning!  

  Our District Supervisor, *************************, has spoken with *********************. ***** and ***** agreed to a gift card as reimbursement.  

  We have been informed that ***** is happy with their resolution. 

  Thank you! 

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

  Customer Answer

  Date: 08/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/03/2024

  We are so happy and pleased that we were able to help *****.  

  We truly appreciate her as a customer!

  Sincerely,

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

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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.

  On 06/20, 4:21pm, I visited the White Castle in ******** and placed an order through the Drive-Thru. My order came to a total of $62.32. I gave the employee $40 cash (two $20 bills) and told her to charge the difference, $22.32, on my Visa card. Drive-thru was a commotion, and I did not check my receipt when she handed it to me. When I finally got home, I noticed that my receipt said $20 Cash, and my card was charged $42.32, so essentially, I paid $82.32. I have called this location multiple times and left v-mails explaining the situation and requesting a call. I have also called corporate on two different occasions and filed two complaints; I have not received any calls or follow-up. Am I requesting a refund for the overcharge

  

  Business Response

  Date: 07/31/2024

  Hello,

  We have forwarded ****** ******** complaint to our ******* District Supervisor, ******* *****, to contact this customer.  We will work hard to resolve this issue and agree that it could most likely have happened due to commotion in the drive-thru.  We will respond to her as soon as possible, and we apologize for her not getting a response as of yet.

  Thank you, 

  **** ********, Corp Relations Coordinator

  ************ (Text or call)

  Customer Answer

  Date: 07/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ******* ***** has not contacted me; however, shortly after I submitted my BBB complaint and a Complaint with the Attorney General on 07/26, the store manager, ****, called me; she apologized for the inconvenience and stated that I could pick up my $20, she admitted that the reason why she called was because of the complaints from BBB and AG. If BBB  and AG had not been involved, I would’ve never been contacted. The next day, 07/27, I drove to the location and picked up the $20 cash. **** gave me a $25 gift card for my experience; however, the gift card has a $0 balance. 

  
  
  Regards,
  
  
  
  ****** ******

  Customer Answer

  Date: 07/31/2024

  Update: 07/31 at 12:6pm. ******* called me, he apologized said that he would send me a $50 gift card for the troubles. he also gave me his direct number and requested that I call him and confirm when the cards are received. This has been taken care of. Thank You 

• Initial Complaint

  Date:07/23/2024

  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.

  Specifically ordered no onions on crave case with cheese order and was heavily loaded with onions causing two severe allergic reactions

  

  Business Response

  Date: 07/24/2024

  Thank you for the message from Mr. ********.  We believe he purchased his crave case from a castle in ********** based on his zip code, and his message has been forwarded to our Regional Director of **********.  We will contact Mr. ******** and work to resolve his complaint the best way possible.

  Thank you,

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