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:06/04/2023

  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 put an order through and paid for it on the app it cost 17 something i arrived they told me they didnt have smoothies and would have to change it i ordered a lemonade instead it made the total go down to 15 they told me that i hadnt paid for my order when clearly on my app it showed paid so i gave them my card they put an order through for 15 dollars now i have two charges from the same day i cant get ahold of white castle support and my banks in another state

  

  Business Response

  Date: 06/12/2023

  We have sent this customer complaint to our Regional Director and District Supervisor in Nashville to contact this customer and to take care of her complaint.

  Thank you,

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

• Initial Complaint

  Date:05/28/2023

  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.

  May 28, 2023 I went to the White Castle drive thru located on 28130 Eight mile rd Farmington hills, MI 48336 at approximately 9:57 pm. I ordered 4 double cheeseburgers and a medium onion chip for the total of $13.65. When arrived at the cashier window I ask if I could use my senior citizen discount of 10% off my total bill. The cashier stated there was no such thing as a senior citizen discount at this store. I then requested to speak with the manager who also stated there was no such thing as a senior citizen discount with White Castle and she proceeded to rush me through the drive thru line. This service highly disappointed me and I would like to be made whole by requesting a refund and a,opportunity to utilize my senior discount.

  

  Business Response

  Date: 06/12/2023

  Hello,

  ***** ******* is correct, we do offer a Senior discount.  We have forwarded this message, along with all receipts he attached to our Regional Director in Detroit and the District Supervisor for Castle #33.  

  We will make sure this issue is resolved to make the customer happy.  We will also follow up with team members to make sure they are aware of such discounts and that if they are not, they should ask a manager.  

  Thank you! **** ********

  Customer Answer

  Date: 06/12/2023

  I'm rejecting the reponse because I have not received an email concerning this complaint from **** ******** as of this day. I still would like a refund or some kind of discount from my previous orders. She stated the employee should ask the manager, when he did the required actions and ask for the manager, still the manager also stated that they do not honor discounts for senior citizens at this store. I'm confused 
  
  
  

  

  Business Response

  Date: 06/14/2023

  I am in the process right now of checking to see if our Detroit Regional Director has spoken to Mr. *******.  As a general rule the regions are the respondents to inquiries like this, I am happy to reach out to Mr. *******.  I know we are eager to take care of his concerns, along with reimbursing him for the amount of his order. 

  Thank you for making us aware of his response and we will work to make sure he is once again a happy customer.  

  Thank you!

  Customer Answer

  Date: 06/22/2023

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

• Initial Complaint

  Date:04/27/2023

  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.

  On April 27 2023 I went to the drive thru and order impossible slider fry and a shake they gave me my shake and pulled me up for the impossible after waiting for 20 mins I called the store and told them I have been waiting the lady said they for got about me and will bring my food out I decided to take the survey waiting on her to come ten mins later she Brings my food out I drive off after looking at my food i see they added cheese I asked for no cheese they didn't give me catch up I asked for that for the fries for health reason I can not eat cheese I call the store ask to speak to the Manger he tells me do not care and I need to call him back when has time and hung up

  

  Business Response

  Date: 04/27/2023

  Good Afternoon,

  Thank you for bringing this complaint to our attention.  This message has been sent to our Regional Director in Cincinnati to contact this customer in order to resolve this issue quickly and make sure the customer is happy.

  Thank you!  **** ********

• Initial Complaint

  Date:03/19/2023

  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 live about an hour to the closest White Castle. Every couple months we will drive out to one and grab some food. Tonight we did that and when we were driving home we went to have a burger each and all our burgers were soggy. We got home and examined them better with the light and they all looked absolutely disgusting. The bun was completely saturated in some sort of liquid and after the attitude we received from the worker, we felt it was in our best interest to not eat them. I would like a refund for this. We drove an hour away just to throw all our food in the trash.

  Customer Answer

  Date: 03/19/2023

  Here’s the receipt and a video showing how gross and soggy the burgers were. 

  

  Business Response

  Date: 03/20/2023

  Good Morning,

  This customer's complaint has been sent to our regional director in Chicago and he will be contacting them.

  We will make sure this customer is taken care of as soon as possible.

  Sincerely,

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

• Initial Complaint

  Date:03/07/2023

  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.

  Paid for my order online and when I went to pick it up they said they couldn’t give my food because the system was down and couldn’t take any payment but I explained that my order was paid for and they said they couldn’t make my order and my money has not been refunded

  

  Business Response

  Date: 03/07/2023

  This message has been forwarded to our regional director in Indianapolis to take care of this issue for this customer as soon as possible.

  Thank you!  **** ********
  
  

   

• Initial Complaint

  Date:02/23/2023

  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 February 11 I made an online order the amount came to $29.51 when I checked my bank account that night I noticed an extra charge of $37.66 I called the business right away and the person who answered the phone said she would void it but then the next day I saw it posted I call on Monday morning talked to the manager she called me back after talking with the supervisor she said I will get my refund I waited all week never received my refund I called her back and she said she called the branch manager and left him a message and she would call me back by 1 never got a call back I’m assuming they have caller I D because when I called 2 days later they wouldn’t answer the phone it might not be a lot of money for them but I have to live on social security so it’s a lot of money for me so I am looking for a refund for $37.66

  

  Business Response

  Date: 02/24/2023

  Good Morning!

  We have sent this complaint to the Regional Director of Indianapolis and the District Supervisor to make sure this customer is reimbursed and called.

  Thank you, 

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

  Customer Answer

  Date: 03/02/2023

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

• Initial Complaint

  Date:02/11/2023

  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.

  Need close this business down till hire new people and properly / professionally staffed at Westport rd Louisville, ky store #****** they literally only have 3 people working on a Saturday, one guy walked up to window with money to pay for an order or something ?? / store doors locked no dining in ! We waited over 20 minutes in line just waiting give our order & once arrived to mic they said wait were short staffed a total 40 minutes later $65.42 ? I want a full refund back to my card I felt discriminated against and I requested a discount for such a long wait and the audacity and rudeness through drive through mic because I said the wait is unacceptable then an employee from inside said to me " YOU DONT HAVE TO EAT HERE !!?!?! I was like excuse me ?!? I spent $65 here waiting all this time in line for you talk to me like that ? I am your paycheck and a consumer to this corporation!?! I told the young girl you going let her speak to me like that ? She had attitude said she'll handle it but they closed window on us , my husband wanted me not pay and leave food after that statement to us ... but they cooked it already and it was still wrong and fries cold , after that long line 40 minutes wait for this $65.42 charged after how we were disrespected, long wait , didn't feel important Corporation should close this building if can't give good customer service ! Pull footage and watch cars pull off throughout the day ,store inside dinning closed ! ! Sale # ********* team member # *** on 1/21/23 time was 4:08 pm I don't deserve this treatment and pay this money for this disrespect and long wait and to find both fries cold and $32 crave case wasn't made as ordered had pickles no mustard ! What a mess please pull your footage and close the doors !Need close this store down and I want a full refund !!! This is unacceptable and i was harassed/ discriminated.

  

  Business Response

  Date: 02/13/2023

  Hello,

  The District Supervisor of Castle #40 in Louisville will reach out to this customer and make sure we take care of this customer's issue.  

  Sincerely,  **** ********

• Initial Complaint

  Date:02/08/2023

  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.

  Hello,
  
  I used the White Castle mobile app to place a pickup order on 1/31/23. The online order number was 39843 and the pickup location was White Castle #010087 located at 2231 RT 59, JOLIET, IL 60435. The restaurants advertised closing time both on the website and on the ordering app was 11:00 PM. My pickup time was 10:54 PM. I was charged in advance of picking up the order $14.48. When I arrived at 10:46 the restaurant was closed and no one was there. There was no indication of why the location was closed. The app does not have a cancel order or refund option. I then looked up the nearest 24 hour location and ordered from there instead. The second online order number was ***** and the pickup was scheduled at White Castle #010092 located at 1265 W NORMANTOWN ROMEOVILLE, IL 60446. My pickup time was 11:06 PM. I was charged via the app at the time of the order for $15.65. I arrived at 11:05 PM and this location was also closed despite being advertised as open both on the app and website. I then decided to go elsewhere and send an email to customer service requesting a refund the next day. I sent that message with the same information as above to White Castle customer service via their "contact us" function on the website on 2/1/23. Today is 2/8/23 and I have still not received a response. I do not believe that I should be charged a total of $30.13 for food that I was unable to pickup due to the unadvertised closures of the business and have requested a refund. The fact that the mobile app allows ordering from a closed location is fraudulent by definition and the decision to not even respond to me by customer service concerns me over the handling of these types of issues where I cannot be the only person that this happened to on that night at either location. I have a long term positive relationship with this company and am shocked at the situation here. Please advise on next steps to acquire a refund. Thank you.
  
  Credit Payment MasterCard-6484 15.65

  

  Business Response

  Date: 02/13/2023

  Good Morning,

  We have sent this complaint to our District Supervisors of these 2 castles.  The District Supervisors will reach out to resolve this issue and make sure this customer receives their reimbursement as soon as possible. 

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

  ********@whitecastle.com  

  ###-###-####

  Customer Answer

  Date: 02/16/2023

  I accept the business's response to resolve this complaint. I have received refunds for both orders. Thank you.

• Initial Complaint

  Date:02/08/2023

  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.

  On 1/28/23 I ordered online via your website. I ordered ahead of time so that I do NOT have to wait when I arrive, avoiding a line. This is the 4th or 5th time I've tried to do this, and EVERY TIME there is a colossal error on your part.
  
  I ordered and was quoted a time. I purposefully arrived 8 minutes AFTER the quoted time to allow the staff extra time in case they were busy. On top of the 8 minutes grace period, I waited OVER 16 additional minutes inside the store, watching car after car (all of which arrived AFTER me) order and receive their food while I continued to wait for my order.
  
  WHY would anyone continue to waste time and effort to order online when this is happening over and over again? This is the 4th or 5th time this has happened over the last 3 years. It is upsetting, unprofessional and perplexing.
  
  How do you suggest to make this equitable?

  

  Business Response

  Date: 02/16/2023

  We apologize if this is the 2nd message.  We did not see a first one.  We are very sorry!

  This customer complaint has been sent to the District Supervisor to reach out to this customer to make them happy and refund their purchase.

  Thank you!  **** ********

  Customer Answer

  Date: 02/28/2023

  why did they close this?  I was under the assumption that the District Manager was supposed to contact you or I before further action was taken.
  

  Customer Answer

  Date: 03/07/2023

  to date I have not been contacted AT ALL. Where is the response from district?
  
  
  

  

  Business Response

  Date: 03/07/2023

  I have given our Regional Director, ***** ***** the message about this customer.  The customer did not indicate which castle they visited.  He could possibly be working on determining what castle was involved, and I know ***** **** will be contacting them.

  Thank you!  **** ********

• Initial Complaint

  Date:11/13/2022

  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 November 13,2022 I patronized the white castle establishment located on Greenfield rd. Oak Park, MI 48237. Approximately 7:00pm Sunday night I ordered a Double Cheese Burger no pickle with everything, a fish sandwich with cheese, and a small frie for the total of $7:43. I also requested that my food was provided "hot". I received my food it was lukewarm the cheese Burger had no condiments as requested, the fish sandwich and fries were old cold from sitting for awhile. Also I did not receive a receipt for my order. This establishment is notoriously known for it's lack of paying attention to the customers orders. One of employees was dress inappropriately his pants was so low exposing his unsightly undergarments. I would like a total refund. I will not patronize this establishment again after so many forgiving tries....

  

  Business Response

  Date: 11/28/2022

  Hi ***,

  I am so sorry!! I must have missed this one. I have just sent this complaint to our Regional Director of Restaurant Operations in Detroit, along with the General Manager and District Supervisor of Castle #40, to contact Mr. ******* and issue a refund.  We will work to earn back Mr. *******'s trust and we will apologize for this situation.

  Thank you, 

  Dana B

  [email protected]

  614/559-2448