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:11/28/2023

  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.

  I recently went to White Castle for the first time. We went to the location on the Las Vegas Strip on 11/25/23 at approximately 1:45 am after driving in from San Diego. Upon entering the building, we were horrified to see the condition of the restaurant and facilities. Below are multiple photos showing there was trash covering the floor in the prep area, the food prep area was covered in stains, dirt, and dust. The trash cans were overflowing, with trash on the floors and tables. Most of these concerns became apparent after we ordered our food and walked next to the counter to wait. As a result, we got our food to go because we were afraid of getting sick inside the restaurant. In all of my years eating at fast food restaurants (and my husband working in the customer service and food industry), we have NEVER seen conditions such as the ones we saw and experienced in Las Vegas on early Saturday morning. This location should not be in business and sadly, after my first visit, I plan to never come back.

  

  Business Response

  Date: 12/05/2023

  Hello,

  We have sent the complaint and the pictures provided to our Director here who works with our Las Vegas store.  He will be checking into this immediately and he will contact ******* ******** to complete a refund and follow-up with her.  

  We appreciate ******* contacting you and ultimately us to let us know of the situation and we will address this concern.

  Thank you for your information.  

  Sincerely,  **** ********

  Customer Answer

  Date: 12/08/2023

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

• Initial Complaint

  Date:11/11/2023

  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.

  I visited White Castle on Dorsett Rd in Maryland Heigts at 230am. There was one car in the line. I waited at the speaker to order for 10 minutes. Placed my order twice and heard nothing for 5 minutes. I then pulled around to the window where I was greated by two employees who just gave me a strange look. I asked what was the problem and why I couldn't recieve my order? This particular store is always slow and the people working there really don't want to work. I don't know if they were sleep in the back, doing drugs, or having sex. They looked confused that I was there trying to order food. The store is 24 hours for a reason, and that is to serve food to hungry people. This store doesn't do a very good job after midnight

  

  Business Response

  Date: 11/13/2023

  Hello,

  We have referred this complaint to our Regional Director in St. Louis to contact ********* *******.  The message did not indicate what she would like us to do, but I believe she definitely wants to help let us know of something we will check into.  We will contact her for more information and make sure she knows we have received her message as well as find out what desired resolution she is looking for.

  Thank you so much for your help!

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

  Customer Answer

  Date: 11/22/2023

  recieved a missed call regarding this matter. I returned the call only to not get a return from the business,  I have no idea how they plan to resolve this matter in any way form or fashion. I will not consider this matter resolved until I hear from someone with a plan of action.
  
  
  

  

  Business Response

  Date: 12/05/2023

  Hello,

  I will resend this message to our Regional Director in St. Louis regarding this issue.  We absolutely would like to make this right and speak with the customer.  I will as the Regional Director to contact her personally.

  Thank you for the follow-up!

  Sincerely,  **** ********

  Customer Answer

  Date: 12/05/2023

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

• Initial Complaint

  Date:10/29/2023

  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.

  White castle #110023
  Order number 36507
  @430pm
  10/28/23
  
  I never received a refund for a pick up order that I placed on the app ...
  When I got to store I showed the manager my receipt and proof of purchase on the app as well as my email and she stated they did not have the order... I also verified the address and store number to make sure I was at the right location and I indeed was and she offered no resolution for my inconvenience or missing money I'm requesting a full refund

  

  Business Response

  Date: 11/03/2023

  Hello,

  Thank you for the message from ****** *******.  

  We will contact Andrea to refund her amount and let her know we are sorry for any inconvenience this has caused.

  Thank you so much.

  Sincerely,

  **** ********, Corporate Relations Administrator

• Initial Complaint

  Date:10/21/2023

  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 paid $21.36 for A 1 Ch ring 3 piece, 1 original slider combo , 4 American cheese slider, 1 cheese stick 5 piece, 1 banana smoothie and I received 10 burgers all wrong and they were stale I requested for no onions there were excess onions, I received 2 6 piece Chicken rings no cheese rings I received 3 piece cheese stick, I received the wrong smoothie And I just would like a refund for all the stale food

  

  Business Response

  Date: 10/30/2023

  Hello,

  Thank you for forwarding *** ****'s complaint to us.  We will absolutely contact *** **** to process a refund for his order.

  We are sorry the product was not what was expected.  We appreciate the pictures that were attached.  We will contact him to get further information as to the castle location and date of the order.  We will do our best to make *** **** happy.

  Sincerely,

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

  Customer Answer

  Date: 11/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20763913
  
  
  
  I am rejecting this response because: this issue was not resolved and i did not receieve a refund 
  
  Regards,
  
  
  
  **** ****

  

  Business Response

  Date: 11/09/2023

  Good morning,

  We have been trying to contact *** **** by phone and by email and we have not heard back from him.  Our District Supervisor in our Chicago District also reached out by phone and I just called and left a message for him to please call us back as soon as possible to refund the amount of $21.36.  We are sorry for his inconvenience, and we would like to make sure we are able to complete his refund.  He did send pictures of the product he received, but in order to complete the refund we would need the last few numbers of the card he used for the transaction or the receipt. 

  Below is the email I sent to him as well:

  Hello ****,
  We recently received a
  message from the Better Business Bureau about your bad experience at one of our
  castles.  We are sorry that your order was incorrect, and that the food was
  not what you ordered or expected.  We take this very seriously and we wish
  to make this experience right for you.
  If you could please send me
  the Illinois castle the order was picked-up from and if you paid cash or
  credit, and we will reimburse you right away?
  I look forward to hearing
  from you.
  Sincerely,
     ****
  **** ******** | Corporate Relations Administrator
  White Castle Management Co. |
  555 Edgar Waldo Way | Columbus, Ohio 43215
  ###-###-#### | www.whitecastle.com

  Please let us know if there is anything else we can do.  

  Thank you,

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

• Initial Complaint

  Date:10/06/2023

  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.

  I was charged on your app but never got an email or order number. I also never got the food. It did charge my bank account though. I have tried calling Uber and tried calling White Castle. I have never dealt with so many rude people that refused to give me a straight answer and refused to let me talk to a supervisor in my life. I know I counted 16 times on one of the calls that I kept asking to talk to a superior. I am disabled with ptsd and social anxiety and the stress of the way I was treated has caused me to have a panic attack and I had to take a X***x to stop it. There is no order number but you took the money from my bank.

  

  Business Response

  Date: 10/06/2023

  Good Afternoon,

  I am looking to see who will be responding to Mr. ****** regarding the issue with the order information he attached.  I am checking to see because it looks like it was done through Uber.  

  We will contact Mr. ****** to get additional information from him to credit his account.

  Thank you, D*** B*******

• Initial Complaint

  Date:10/01/2023

  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.

  Went to whitecastle after placing an order online. It was set to pick up at 1:45. After an hour wait and still no food. Not to mention they forgot about telling us to pull forward and they’d bring it out. They said they couldn’t do a refund and wouldn’t take the food back. Told me corporate would call me. Thrn wouldn’t answer the phone. I have emailed corporate. Messages all accounts they have. And still no refund.

  

  Business Response

  Date: 10/02/2023

  Hello,

  We have forwarded this customer complaint to the White Castle General Manager in Phoenix, Arizona.  We will work to make sure this customer is happy and refund him the purchase amount.

  Thank you, D*** B*******

   

  Customer Answer

  Date: 10/11/2023

  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:08/16/2023

  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.

  This is in reference to Online Order ***** at White Castle 110064 in Columbia, MO. The order was placed on 8/6/23 at 9:16 PM CDT. I arrived to pick up the order and was forced to use the Drive Thru because the inside was locked. After waiting about 10 or 15 minutes in the Drive Thru (there were no other customers in front of me), I was handed a bag by an employee. I informed him that I had also ordered a Large Chocolate Shake, in which he replied that the shake machine was broken. He offered me a fountain drink, but I said that I didn't want to pay $5.09 for a fountain drink and requested a refund. At this point, another employee came to the window and said that they were unable to process refunds. She also suggested that it was not her problem because I used the app, so my issue was with the app and not with them. After saying I didn't want to leave until she offered an appropriate resolution, she told a co-worker to call the police on me (for what, I'm not entirely sure). There were cars waiting behind me and I had had enough of my time wasted at this point, so I cut my losses and left. (The food I received was also incomplete). I filed a complaint with White Castle the next day and have yet to receive a response.

  

  Business Response

  Date: 09/01/2023

  Thank you for sending this complaint our way.  We apologize for this customer's disappointing experience.  We have forwarded all of Mr. *********s information to our Regional Director in the St. Louis Region.  Darrin C***** will be contacting Mr. ******** as soon as possible to resolve this issue.

  Sincerely, Dana B*******

• Initial Complaint

  Date:08/08/2023

  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 pleaded an online order through the app for a scheduled pick up, then called the location directly to cancel the order as I had an emergency and would not make it. The person that answered the phone confirmed the order was cancelled verbally. I did not receive a confirmation email supporting the cancellation so I then called back another time to the location to again make sure my order was cancelled. The person that answered the phone said again that they cancelled the order and hung up. The charge of $40.33 still cleared on my account. I have called the location to try and resolve this issue and no one will answer now. I have filed a dispute with my bank as well. I would like a full refund for the order that was cancelled, never prepared, or picked up.

  White castle
  4395 Lemay Ferry Rd
  Saint Louis MO, 63129
  3144873637

  

  Business Response

  Date: 08/15/2023

  ***,

  ******'s complaint was forwarded to the St. Louis Regional Director, the General Manager and District Supervisor on 8/8/23.  I spoke to one of our accounting managers and I know they had refunded the amount to ******'s account.

  From my understanding, I'm not sure if it was the GM or the DS, but I was told she had been contacted as well.

  We are very happy to help in any way if ****** needs to talk to us.

  Thank you,

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

• Initial Complaint

  Date:07/20/2023

  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.

  July 20, 2023. Order number *****.
  White Castle 1*****
  539-541 8TH AVE
  NEW YORK, NY 10018
  
  I placed an online order totaling $77.11
  As part of my order, i ordered 5 sacks of classic chicken rings, 1 sack of ranch chicken rings, 1 sack of buffalo chicken rings and 5 packs of cheese sauce with them.
  I ordered online that my order be ready at 4:30 (leaving some time for possible delays) because i was in a hurry to catch a train at 5:17. When i arrived at 4:50, the order hadn't even been started yet: the ticket was still pinned to the window. When the order was done at 5:05, i had to rush to catch the train and didn't have a chance to count how many chicken rings i was given.
  
  I only received 1 sack of classic rings, 1 sack of buffalo rings, 1 sack of hifden valley rings, and 2 cheese sauces.
  There is no way for me to return to the restaurant now to receive the missing rings and cheese sauces: i was short changed by roughly $19.53 worth of food plus tax (4 sacks of chicken rings at $3.99 and 3 cheese sauces at $1.119)

  

  Business Response

  Date: 07/24/2023

  Hello,

  We have sent Mr. *******'s complaint, along with the attachments to our New York Regional Director, District Supervisor and General Manager of Castle 67.

  We will make sure that Mr. ******* remains a happy White Castle Customer.

  Sincerely, 

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

  Customer Answer

  Date: 07/24/2023

  I've requested a refund for the food that was paid for but was not received it. Telling the regional manager that someone made a mistake is not a refund.
  
  

  Customer Answer

  Date: 08/01/2023

  I spoke on the phone with the regional manager and requested a refund.  He said someone would be in contact with me about a refund but would send a gift card along in the meantime. So far i have received the gift card but no one has contacted me regarding a refund. 

  
  

  

  Business Response

  Date: 08/03/2023

  Hi ***,

  ******* *****, the District Supervisor for that Castle, let me know that ******* had returned his call and that ******* would be requesting a refund for his order. I am looking into whether a gift card was offered to Mr. *******, and if it has not already been sent to him yet, I will take care of sending one to him as soon as possible.

  We are very sorry for this inconvenience, and we will email him to let him know when his refund will happen.

  Sincerely,

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

• Initial Complaint

  Date:07/18/2023

  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.

  On 7/2/23 I placed a food order online which also required I pay online. Order total 57.68. When I arrived to pick up the order the manager informed me that 2 of the items I ordered were not available as their shake machine was broken. I requested a refund and was told that because I purchased online, he could not refund the monetary value of the items. Instead, he would re ring the order without the chocolate shakes which I would pay for and within 2-3 days I would receive a credit for the original order of 57.68. Order was re rung and I paid 49.18 for it. I never received the refund for the online order of 57.68 as promised. I called the store on 7/10 and spoke with manager ****. **** informed me a form was supposed to be filled out by the manager and it appeared it was not done. **** made the excuse that things had been very busy at the store. **** indicated there wasn't anything he could do, but would have the store manager, ******* call me the next day. It's been 1 week and I still have not received a call from the store manager nor have I received a refund in the amount of 57.68 for the original online order that was cancelled.

  

  Business Response

  Date: 07/26/2023

  Good Morning,

  We are very sorry ***** ******* had to reach out to the BBB to have her money refunded.  Ms. *******'s message has been sent to our Regional Director for the Minneapolis region and she will be contacted and refunded her original amount.  

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

  Customer Answer

  Date: 07/31/2023

  I was contacted by the regional manager ******* who left me a message on 7/26/23 at 9am. Her message asked for the location of the store so she could assist me. I returned *******'s call and left her a message on 7/28 at 913am CST. I have yet to hear back from *******, and I continue to wait for the refund I am owed.\
  

  

  Business Response

  Date: 08/01/2023

  Good morning,

  ******* ********* did leave a message and will be returning the call from ***** as soon as possible.  We will work with ***** to resolve the issue asap.

  Thank you!  ****

  Customer Answer

  Date: 08/09/2023

  I accept the business's response to resolve this complaint.
  I received a call from ******* and a refund has been received.