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:04/08/2024

  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 March 7th, 2024 my cousin ***** ****** and I returned from out of state and I wanted to stop at White castles. The closest one was on Rice Street. This was a little after 5:00 a.m.. we placed an order of burgers and my cousin got two double cheeseburgers with bacon. As I was pulling off from my peripheral vision I could see my cousin trying to get his sandwich to stay together and he said as he was doing that I should have had them put this in the microwave now I was pulling out of the lot onto Rice Street going to the right and I turned right on University to go west down University Avenue in St Paul. My cousin took a bite out of his sandwich he said it did not taste right before I could reach the light he threw it out of the window he said cousin you can have my other sandwich he did swallow what was in his mouth I did not touch my burgers until I got home which was almost 20 something minutes later I believe I was home probably 10 minutes or so before I took one of my burgers out of the bag I did see that it was a little hard it was cold I said well gosh why would it be cold already so I put it in the microwave and it had a different taste it was weird I swallowed it though and I started looking the burger over and then I pulled the other burgers out of the bag and the boxes. Examining them I could see that the burgers were old. I immediately called back up to the restaurant speaking to the manager whose name is ******. ****** confessed telling me that he did not want to throw them away they had made them already and we came and he served as the burgers and yes that they were old he knew that they were old but he didn't want to throw them away so he gave them to us he was very apologetic about it he said he would make it right he would make the burgers fresh for us he would give us our money back and then he went on to blame it on somebody else that he was training after he admitted that he gave us the sale burgers my belief is that these burgers sat overnight

  

  Business Response

  Date: 04/16/2024

  To:  ******* ****

  We want to apologize for the product you received, as well as the inconvenience caused.  We have forwarded all of your information to our District Supervisor for Minneapolis, who oversees the Castle on Rice Street in St. Paul, along with our Regional Director of Restaurant Operations for White Castle.  

  They will contact you and make sure you receive your refund, and they will speak to you about your experience.

  We are sorry you this happened, and we will work hard to make things right.

  Sincerely,

  **** ********, Corporate Relations Coordinator

   

   

• Initial Complaint

  Date:03/10/2024

  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.

  Waited close to 1 hour. To get 4 cheese burgers and 1 onion chip, Cars where pulling out of the line and leaving because the service was absolutely horrible

  

  Business Response

  Date: 03/11/2024

  Thank you for reaching out to us about Mr. ***********'s complaint. 

  We have forwarded the complaint to our Regional Director for Minneapolis, and she will reach out to Mr. ********** as soon as possible.  We will work to resolve the item in the complaint as quickly as possible.

  Sincerely,  **** ********

• Initial Complaint

  Date:03/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered through Uber eats at a white Castle on ridge avenue on the north side of Chicago and once I recieved my food there was a fingernail in one of my double cheeseburgers.

  

  Business Response

  Date: 03/05/2024

  Thank you for this message.  We have forwarded Mr* ****'s complaint to the Regional Director of our Chicago Region and he will be responding.  We will work to find out what happened to make sure if never happens again and that Mr* **** is reimbursed and happy.

  Sincerely,

  **** ********* Corporate Relations Coodinator

  Customer Answer

  Date: 03/05/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:02/19/2024

  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.

  Friday, February 16, 2024, I went to White Castles on New Halls Ferry Rd and ordered a #2, there were 2 cars in the drive-through line waiting to be serviced and a few cars pulled over waiting for their order, They had a full staff working at 8 am and they were pulling everyone over because of their timer. So after waiting 15 minutes, they bring me the wrong order. I looked and said this isn't my order because he gave me 2 bags my order fits in one bag.
  
  He came back 8 minutes later with my order. Again it is the wrong order and I had to drive back to the lot go inside and tell them that this is not my order. They were making every car pull up that they did not get the orders right, while I was in there 2 other people came in to say they also received the wrong order. I am now standing at the register watching them prepare my order and the worker took fries that were sitting under the warming lamp and dumped them in back on the fry bed as if they just come up when I questioned it they said they were hot and they were not and were mixed with old stale hash browns. As long as I had to wait why is my food cold? I need the corporate office or district manager to contact me.

  

  Business Response

  Date: 02/21/2024

  Good Morning,

  Thank you for alerting us to ******** *****s complaint.  ********'s information has been forwarded to the Regional Director and the District Supervisor in St. Louis, as well as the General Manager of Castle #34.  

  We will contact ******** and work to take care of all the items she mentions in the complaint.  We will work hard to help restore her confidence in White Castle again.

  Sincerely,

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

  Customer Answer

  Date: 02/29/2024

  The consumer indicated by phone that the business had resolved her complaint.

• Initial Complaint

  Date:02/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order via the White Castle App on 12/5/2023 at the 1404 Broadway Nashville, TN 37203 location, and when I arrived the restaurant was closed, we were told no one showed up to work and they had no staff to open and to request a refund from customer service. Almost three months later and no less than ten calls to customer service and I have yet to receive my refund. I keep getting told by the call center that my issue was being “escalated” and will be resolved, and was at one point contacted by the store manager of that location, who I called and was told by him that he was”on the way out the door” and call back tomorrow. I have attempted several call backs to him as well as emails to no avail in addition to those to the call center. This is just horrible customer service, there is no excuse, and I should not have to hunt down and beg for my money back for services not rendered. I have not received ANY communication from customer service as a follow up to see if my issue has been resolved even after it was supposed to have been “escalated” several times to a higher resolution department. So very frustrated and disappointed.

  

  Business Response

  Date: 02/21/2024

  Hello,

  Thank you for the information from ****** ******.  We are very sorry for the inconvenience and frustration this has caused her.  I have forwarded the information to our Regional Director in Nashville, ****** ******, and she will be taking care of this issue right away to help create a happy customer once again.

  Sincerely,

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

  Customer Answer

  Date: 02/21/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:02/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since being a customer since the 1940’s, I feel this needs be addressed. On 2/8/2024 at 10:57 am we made a stop at the White Castle # 050025 located in Beech Grove Indiana. We ordered our usual sack of 10 at the drive thru.
  When we took the sliders from the sack, we discovered they were cold, the buns were stale and old. It appears they were premade ahead of time and old. Hopefully this can be addressed so other customers don' have a bad experience like ours.

  

  Business Response

  Date: 02/14/2024

  Good Morning!  Thank you for letting us know about the complaint from ******** ****.

  We have forwarded this information to our District Supervisor and General Manager at Castle #25 in Indiana.

  They will follow up with Mr. **** and work on refunding the amount of his order.

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

  Customer Answer

  Date: 02/14/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:02/10/2024

  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.

  location: 89-03 57 Avenue
  Elmhurst, NY 11373
  
  The seating area for customers to eat has NO heat. During a visit on January 28,2024 the seating area was so cold it must have been at least 35-40 degrees. It was 22 degrees F outside.

  Consumer filed a complaint against the same business which was closed as a duplicate - invalid. It is below:

  Deceptive Business practices. As I was getting ready to order my meal on the White Castle app I noticed a significant price jump from a Previous order I made a few months ago. I decided to order inside instead and realized once I was inside, the same exact order is about $3.00 more than the same order on the app. That is wrong.

  

  Business Response

  Date: 02/14/2024

  Good Morning!  We have forwarded **** ****'s complaint to Castle #16 in New York.  The General Manager or District Supervisor will reach out to Mr. **** to let him know of a possible "heating" issue the day of his visit to that Castle.

  We are very sorry for the inconvenience to Mr. ****.

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

  Customer Answer

  Date: 02/14/2024

  I accept the business's response to resolve this complaint and hope they stop this condition. If there is a heating system  issue then place a note informing the patrons who would like to eat in.
  

• Initial Complaint

  Date:01/23/2024

  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.

  So my husband picked up white castles for us on January 10 it was a late night order mom came home getting ready to eat been to the burger. He was wondering why he was tasting like wholeness as he was chewing the burger only to look at the burger and realize it was red. Still the burger was not cook. I called the manager the next day I was told I was sick. A refund refund never occurred during the time that I was waiting on the refund. My husband did get sick had to be out of work for two days costing us $472.87 And I want to be compensated for that as well as the $20 it never occurred

  

  Business Response

  Date: 01/25/2024

  Hello,

  Thank you for the information from ******** ***** about a recent experience at one of our Castles in Minneapolis.

  Our Regional Director for Minneapolis, ******* ********** will be contacting ******** as soon as possible.

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

  Customer Answer

  Date: 01/26/2024

  I received a call from ******* at White Castle today. She said she would forward my case onto the Risk department. She did not explain the next steps to me. I would like something in writing from them, so I know what steps they are taking. Thank you.  

  

  Business Response

  Date: 02/05/2024

  Hi ***,

  I have verified that this customer complaint has been sent to our Risk Management Department and the customer will be contacted.  

  I will forward the customer's request for additional information to Risk Management.  

  Thank you!  **** ********

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 15, 2023 I purchased lunch at White Castle in Downers Grove. They are currently running a mix n match 6 for $6.99 on their sloppy joe sandwiches. I also ordered a drink and side. At the drive thru window they charged me $15.46. As I reviewed the receipt it showed they charged me $8.04 for the 6 sloppy joe sandwiches. I asked that they adjust this the girl at the window said they would not and that the over charge would stand as is. I told them i did not want the food and to give me my money back. The girl came back with another employee who wanted to know what my problem is. She was extremely rude about it. Since the drive thru line was backing up a third lady came to the window. After several minutes she handed me a receipt and said that this was the best she could do. It was an additional charge for $14.31. I told her that it was a charge and not even a credit. She would not assist further. When I said I would make a complaint she said go ahead she did not care. I was never given any of the food or drink. They never even handed it to me. I also had to argue with them to give me back the original receipt when I got back to work I completed the survey and explained I wanted both transactions refunfed. I then called my discover credit card who confirmed both charges posted I then called the White Castle home office in Bedford Park at ************ and left a message. I called White Castle again on the 19th and the20th. As far as I can tell no credit has been issued to me. The sales transaction numbers which were provided when I called are 12/15/23 ******** for $15.46 and ********* for $14.31. At this time I want my money fully refunded by White Castle. I also want an additional $100 for the trouble they are causing me and for how they treated me in this incident. White Castle has an issue each time they run this sloppy joe promotion. I insist that they properly train their employees and send the employees to etiquette training

  Customer Answer

  Date: 12/28/2023

  I would like my $30 refunded that White Castle charged me in error

  i Did not get ant food or drink from White Castle and I was over charged on my original receipt

  instead of giving a refund I was charged an additional fee

  I would like a full refund 

  thank you

   

  

  Business Response

  Date: 01/05/2024

  Thank you for your notice from ****** about her experience at one of our Illinois castles.  We will send ******'s information to our District Supervisor and General Manager for the castle referred to in the complaint.

  We will reach out to ****** to take care of her complaint.  

  Thank you,

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

  Customer Answer

  Date: 01/29/2024

  Hello
  
  Your links are not working and your site will not allow me to send the requested receipts
  
  They are attached here
  
  I didn’t lie about what happened
  
  White Castle has not tried to contact me. I have no messages that they have tried to contact me
  
  I want my money back. I can’t believe that giving me back my money which they took in error would be such a big deal
  
  Thank you
  
  ****** ******
  

  

  Business Response

  Date: 01/29/2024

  Good Afternoon,

  I have just emailed ****** from our Corporate Office to see if she can send me a picture of her receipt.  She said she wasn't able to download the receipt on our website, and we will look into that issue as well.  We apologize for how much time this has taken, but we will do our best to make sure a refund is completed here in the home office and make sure we take care of ******.

  Thank you!  **** ********

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the White Castle located in Gary Indiana on 13th and Broadway at approximately 7am. I pulled into the drive way and ordered a #2 and a sausage egg and cheese on toast. I am highly disappointed in your customer service as well as the food provided which I will not be eating and will leave pictures for reference it is now 7:26 there is no way this food should look like this

  

  Business Response

  Date: 12/14/2023

  Hello,

  We have forwarded ***** *******'s complaint to the District Supervisor and General Manager of Castle #80, the store located in Gary, Indiana on 13th and Broadway.  We will have a refund done and the GM will speak with *****.

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