Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/24/2024 I ordered from a White Castle located **********************************. The food that I received was very unacceptable! When I called to speak with a manager she was very rude & uncooperative. This food was old the rim around my gallon of juice was filthy!

  

  Business response

  12/23/2024

  We have forwarded ******* ****** complaint regarding an experience at ******* Castle #** to our Chicago Regional Director and District Supervisor.  They will contact ******* to work to resolve the issue.

  Thank you!

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered White Castle through **** ****, store address is **** ****** *** ******** **. I got the food and the bag came sealed and after eating half of my food I found a bug in between the sliders which makes me believe it was alive and died after being in a hot closed bag for a while. I’m so disgusted and made myself puke all the food i ate and threw the rest away. Totally unacceptable and i took photos for proof if you want to reach out to me and i’ll send them to you..

  

  Business response

  11/22/2024

  Hello,

  Thank you for sending the complaint from **** **********.  We have forwarded the complaint to our East Coast Regional Office for the Regional Director.  They will reach out to **** ********** to work hard to resolve this issue as soon as possible.

  Thank you,

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

  Customer response

  11/25/2024

  I accept the business's response to resolve this complaint. Still waiting on an E-mail back from them to resolve the situation.
  
  Regards,
  
  **** **********

• Initial Complaint

  11/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Complaint Report: White Castle -

  Unacceptable Food Quality and Customer Service

  Subject: Serious Issues with Food Quality and Incompetent Management Response

  During a recent visit to White Castle, I experienced one of the most dismal dining encounters imaginable. The hamburgers I was served were not only inedible but also improperly cooked. The patties were visibly undercooked, presenting a clear health risk, and the texture was far from what anyone would consider edible.

  It was evident that the staff failed to meet even the most basic standards of food preparation.What made this situation worse was the complete disregard shown by management. I brought these issues to the attention of the manager, expecting a prompt resolution or at least acknowledgment of the problem. Instead, I was met with indifference and outright refusal to take responsibility. Despite raising multiple and repeated complaints, the manager demonstrated no interest in addressing the matter, offering no apologies or solutions.This lack of accountability from White Castle's management is unacceptable. Not only does it reflect poorly on the specific location, but it also raises concerns about broader quality control within the company.

  As a loyal customer in the past, I am thoroughly disappointed and concerned about the apparent decline in food quality and customer service. This experience has left me questioning whether White Castle values its patrons health and satisfaction. Immediate action is needed to address these issues and ensure no other customer has to endure such an appalling experience.

  Customer response

  11/20/2024

  This is in regards to a refund. I am not sure what the BBB is talking about.

  

  Business response

  11/22/2024

  Good Afternoon!  Thank you for forwarding this complaint to us.  We have forwarded ******** ********* complaint to our East Coast Regional Director.  We will contact ******** ******* and work to resolve the issue in the complaint.

  Thank you! 

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

  Customer response

  11/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. If they don't do as they said, I will reopen the case.
  
  Regards,
  
  ******** *******

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  White castle in Chesterfield, Mi on 23 mile didn't put my 2 sacks of fries in the bag. I don't live there so i called and was told i had to come in and they needed to refund the whole order and recharge without the sacks of fries. That's crap to me. I didn't order a combo for the fries they were individual. I paid 58.46 and both fries came to 8.03 i want my money back asap. I'm not driving all the way back there for them to re ring an order just to refund me.

  

  Business response

  11/14/2024

  Thank you for letting us know about the complaint from ****** ****.  This message has been forwarded to our Detroit Regional District Supervisor and General Manager for Castle #25 ****** * ******* ***** ************* ***

  We will contact Ms. **** as soon as possible to resolve her complaint as quickly as possible.

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

  Customer response

  11/15/2024

  Am waiting on a refund. A complaint shouldn't be closed as answered within 7 days. Give customers more time to respond as y'all do the businesses. Once my refund is showing i'll close it. This issue isn't resolved yet.

  

  Business response

  11/15/2024

  Thank you for letting us know.  We are currently working on refunding her the determined amount, and it is in process.  It normally takes a few days, depending upon each bank, as to when the refund is received in an account.

  If you have any questions, we are here to help her.

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

  Customer response

  11/22/2024

  The refund came through but without the taxes i also paid 

  

  Business response

  12/04/2024

  We are contacting the region about this complaint to see if it has been resolved.  

  We will let you know as soon as we hear back as to what has happened with this complaint.

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

  Customer response

  12/04/2024

  Ok cause because the tax didn't get refunded only 7.58. I'll close this once it's refunded. 

  

  Business response

  12/05/2024

  Thank you for letting us know!  I do know that ****** either has been contacted again or will be this week to resolve her reimbursement.  I spoke to the District Supervisor who had talked with her and was going to contact her again.

  Thank you!  **** ********

  Customer response

  12/16/2024

  I hadn't spoke to anyone in weeks and haven't received the refund for tax. I was charged tax on my fries and when something is refunded the tax is to. I'm not sure what's hard about refunding the tax and why i'm getting the runaround about it. I still have my receipt and the transaction was ***** it's been over a month now and i'm still not fully refunded.  2 sacks of fries was 7.58, my total was ***** with 3.31 in taxes. Part of that tax is for the 7.58. I only got refunded 7.58, they know what they refunded me and without the tax. It's ridiculous at this point to have to go through this.

  

  Business response

  12/23/2024

  Hello,

  This message has been sent to ******** ****, District Supervisor in *******, who has been working with ******.  We will contact ****** to resolve this situation as quickly as possible. 

  Thank you!  

  Customer response

  12/26/2024

  Someone has sent a full refund. Someone called but didn't leave a message. I called back but no answer. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Online delivery order placed through White Castle app. When the ****** arrived to pick up the food, the store would not release the order because they could not figure out how to see the payment. The food sat and got cold while I tried to prove to them that I had paid. They finally released the order much later to a second ****** and it was delivered to me but was inedible. The manager on site did not know how to find the payment and she stated that the actual store manager had walked down the street and could not help. She also could not cancel the order. I attempted to cancel for a full refund since I did not want cold food. I spoke with their corporate customer service several times and they agree that I should receive a refund. However they can only forward the issue to another department. That department has never contacted me even though I have called and requested the refund several times over the last two months. I finally disputed the charge with *********** but White Castle reapplied the charge, stating that I received my order in good condition.

  

  Business response

  11/06/2024

  Thank you for reaching out to us about ********** complaint regarding a **** Eats order in August 2024.  Her message has been forwarded to our Regional Director in ********** and we will reach out to ******** to work to resolve her complaint.  

  Thank you again,

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

  

  Business response

  11/14/2024

  Hello,

  Regarding the complaint made by ********, ******* *******, District Supervisor for Castle #** in ********** has been in contact with ******** to work out reimbursement for her order.

  Thank you, 

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

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday August 29th, I placed a mobile order of $31.35 for White Castle and there had been a storm in the area that knocked the online system out but it still processed my order. I got there and they told me they never received it on their end due to the power outage. I have been trying to get a refund ever since due to the fact that I never received any food but I keep going o in circles. Eventually I filed a dispute with my bank and it was denied. I re filed a dispute and they told me I most likely will be getting my refund and then I just got an email today stating that I will not get my money back. I am not sure what to do since that was $31 and I never even received anything for it. I refuse to give up on that.

  

  Business response

  10/24/2024

  Thank you for sending ***** ****** information.  I am reaching out to the lead person for the App to see who is responsible (besides the ** at the Castle) here at the headquarters for refunds.

  We will work to resolve this issue for ***** and apologize for the inconvenience and time it has taken to resolve this situation.  We will reach out to ***** asap to let her know how we will refund her $31.35.

  Sincerely,

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

  Customer response

  10/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22467832
  
  I am rejecting this response because: I appreciate you guys investigating, I just wont quit until I get my refund. I understand its only $31 but thats $31 for something I never got. I am a mother expecting my 2nd ***** and our car has just started acting up. I cant afford to be making donations to White Castle. I have opened up my 4th dispute with my bank over this and I keep getting denied. Thanks for you efforts regarding this situation. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on Doordash to White Castle at *************************************** *******, IL ***** on Sunday, October 13, 2024 at 1:39 AM after a late night shift at the *****************. When my order came, it was in a sealed bag, and when I opened it I noticed two of the burgers were missing. I contacted Door dash, and they gave me a credit for the missing burger. When I went to bite into the Chicken sandwich I felt something strange on the back side of the wrapper, and turned the sandwich around to discover that there was a bite taken out of the sandwich! I informed Doordash, but the only thing they did was credit my account for that burger. I feel more should be done, because something like this violates all kind of health codes, and is absolutely disgusting and unsanitary. Because it was a sealed bag, I don't think it was the Dasher that did this, but someone at that White Castle location.

  

  Business response

  10/15/2024

  Thank you for sending us this information.  We have forwarded this information to our Regional Director and we will work to find out what happened to this order.

  Thank you!  **** ********

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  White Castle 9/3 1 * ***** ** ******** ** *****  I’ve stopped at this specific White Castle for a break. 4 members on the shift at the time 7:35pm til about 7:50 on 9/3, when I Ordered a chicken waffle combo small mozzarella sticks with small orange Fanta. Charged me about 9.20&. Asked why is the bill so high, still I gave the young man a 20$ bill. Handed me back about .80 cents with no receipt. I asked him after where is the rest of change. Young White Castle employee claims I gave him 10$. I claim I gave him 20$. No resolution to this situation was solved. I was not given any numbers to resolve this situation. I asked to run cameras back, manager claims to have no access to cameras. All around terrible employees, no leadership in management, and still no resolution was brought about. Asking for a refund.

  

  Business response

  09/16/2024

  Hello,

  The complaint from ***** ***** has been forwarded to our ********** Regional Director and the District Supervisor for Castle #** in **********.  

  Our cameras did show that Mr. ***** gave our team member a $10 bill and our General Manager just contacted Mr. ***** to discuss this with him.  Although there is no refund, for the time he took to contact the BBB, we will be sending him a gift card to let him know we are sorry for his inconvenience. 

  We value our customers and want to make sure they are happy.

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

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Why you have to operate like that? Why? We occasionally have issues with this location, but it's becoming unbearable. The staff working there, I'm sorry, they lack knowledge for simple math. It's sad. The store has poor lighting, is dark, attract weird people from street to go inside. There is always something wrong ordering there. More common is not paying attention to the toppings. Sometimes, missing sliders. When you pay for 8 sliders and only get 5-6 several times, it is very frustrating. Then, I complain to customer service using the app, and don't hear back from anyone. Why do you do that? Do you really need to operate like that for profit? I don't think missing toppings and slider are intentional, but unfortunately a reality that is more and more common today: people that is unable to do simple things. They simply don't count how many are in the receipt vs how many are in the bag. Orders: ***** and ***** Store: White Castle ******, ****** ***** ** This store and the staff needs a full review. TAKE CARE OF YOUR BUSINESS!

  

  Business response

  08/29/2024

  Thank you for sending us the complaint from Mr. *******.  His request has been forwarded to our *** ****** Regional Office to the District Supervisor for Castle #**.  We will contact Mr. ******* and work diligently to resolve his complaint as quickly as possible.

  Thank you,

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While ordering on the White Castle app they offered a promotion for 20% off of an online order. As I ordered and edited the order I had $45 worth of food in my cart and the $9 discount was present but after the last edit it disappeared. Seems that if you edit the order more than once the discount disappears and is no longer available. Not a huge issue but it’s disappointing that I used the discount and now can’t get it back even though I hadn’t ordered yet. I don’t understand how my discount disappeared just from editing the order twice.

  

  Business response

  09/16/2024

  We appreciate Mr. **** bringing an issue to our attention regarding the White Castle app.  I have reached out personally with a voicemail to Mr. **** to get any additional information about the "app" issue he may have.  

  As soon as I speak to Mr. ****, we will get his address so that we can send a gift card to him for letting us know of an issue with the "app".  We appreciate the time he took to let us know this very important information.

  We have forwarded this message to our marketing department and the person who handles the "app".  We will add any additional information he has for us to work on a fix for this issue, once I speak with him.

  We will keep you informed.

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

*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. ↩