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

  3540 W Broad St Columbus, OH 43228-1410

  
• 

  White Castle

  1111 S High St Columbus, OH 43206-3414

  
• 

  White Castle

  801 E 5th Ave Columbus, OH 43201-2917

  
• 

  White Castle

  904 Hebron Rd Heath, OH 43056-1181

  

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: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

• Initial Complaint

  Date:11/09/2022

  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 the drive through on 11/9/2022, and my order was $15.99. The person that handed me my food did not say a word to me, and as soon as they handed me my food, they slammed the window shut. My order was also not correct. I was missing an order of mozzarella sticks and 2 burgers. I also received zero condiments even though my order was supposed to consist of chicken rings and mozzarella sticks as well as fries (all things that need condiments). I was not asked if I wanted any sauce at all. I also ordered a fruit punch and received an orange soda instead. I would like a full refund for my order. My order number was *********

  

  Business Response

  Date: 11/10/2022

  Hello! This customer complaint has been forwarded to the General Manager and District Supervisor of Castle #47 in Indianapolis.  We will contact this customer and take care of her issue.  

  Thank you,

  Dana B
  

  White Castle 

  614-559-2448

  [email protected]

  Customer Answer

  Date: 11/11/2022

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

• Initial Complaint

  Date:10/18/2022

  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 went there on my lunch time which is 830pm to 9pm. I ordered 3 1921 burgers with bacon at the drive thru. Two cars ahead of mine had to pull aside to wait for their orders. I sat in the drive thru nearly 20 minutes with 10 minutes remaining until my lunch time was over and I had to return to the plant. Cars were piling up, people were honking their car horns and yelling out their windows. One girl even went inside that had pulled aside to see where her food was. She was mad by her body language and grabbed the bag from the worker at the counter. I told the lady at the window before I pay for this is it ready because I cannot wait. She gave me my food I paid for and I barely made it back to the job with seconds before I was needed at my machine. I decided to eat at my line which is against company policy but I was hungry since I work 10 hour shifts. There was no bacon on the burgers and when I bit into it it was RAW meat! All 3 burgers no bacon and RAW. I called this morning and spoke to the manager, I assume. She asked what time I would be in and she would replace the food but also asked if I still had the food. I said no. Why would I keep it until I could get there over 16 hours later. I was disgusted and told the same girl that was working last night that I don't want anything but a refund since the smell inside made me grossed out thinking about the raw burgers. She told me it's either we replace it now because I don't have the RAW burgers. If i did i could get a refund but since I don't they can't do anything because it happened yesterday. I rarely go there and I didn't know when I would want to eat their food again. I just wanted my money back. She knew how chaotic it was last night with people getting angry. I would've pulled away because of the long wait time but I could not because I was boxed in and had no choice until the car ahead pulled up. By then I was next. I just want my hard earned money back because there was no bacon. Costed extra and RAW meat

  

  Business Response

  Date: 10/19/2022

  Hello,

  This customer's complaint has been forwarded to our Regional Director for the Detroit Region.  We will contact the customer and work hard to resolve her complaint. Thank you, **** ********

  Customer Answer

  Date: 10/19/2022

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

• Initial Complaint

  Date:09/13/2022

  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.

  Nature of my dispute is this facility is a 24 hour establishment, I'm a regular I go there every Mon, Wedns, and Fri at 5:15 am for breakfast ,I've been doing this for 3 years now. Lately I've been having issue where I could'nt get breakfast in the morning cause no one cleaned the grill or we are only serving onion ring and french fries or we are only doing burgers now. I rely on this establisment cause its the only thing open that time of morning and I have to have breakfast before my diaylsis treatment so when they do this i have o breakfast and my treatment doesn't go well, I fell they can do better than what they are doing you need better mangement at the facility so it can be ran correctly, I've experience this 4 times this year alone. I don't want a settlement , I want someone to pay more attention to these fast food restaurants conducting good business.

  

  Business Response

  Date: 09/27/2022

  We have reached out to the customer to see which castle she is referring to.  We want to make sure we are keeping our regular customers happy.  We will reach out to the Regional Director and General Manager of the castle as soon as she responds.  We will also be sending her a mug and coupons to let her know we appreciate her and make a memorable moment for her.  

  Labor shortages could impact certain restaurants, but we want to know about these issues to work on continual improvement.

  Thank you so much!  **** ********