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 has 254 locations, listed below.

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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: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!  **** ********

• Initial Complaint

  Date:08/01/2022

  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.

  I went to White Castle on 7/24/22 and was given the wrong order. I was going to bite the bullet and just deal with it, but became physically sick after eating a slider with odd tasting cheese. I paid $38.51 and would like my money back.

  

  Business Response

  Date: 08/02/2022

  Thank you for the information regarding this complaint.  This item has been sent to our Chicago Regional office and the Regional Director.  We will contact this customer and work with them to provide a refund.

  Thank you!  **** ********

  ********@whitecastle.com |  ###-###-####