After patronizing Whataburgers for over 20 years, mostly in my home state of TX (which is also the home of Whataburger, Inc.), I recently experienced what you might call an "aberration" with respect to the company's typical customer service protocol. My order was pretty simple and straightforward (and was reflected on the receipt): One Double Whataburger (add cheese, bacon, and onions, and, hold the tomato and lettuce) with 1 large order of fries. It was carry-out, so I drove 5 miles back home and opened the food to eat it. As I bit into the burger, I tasted tomato and lettuce. A visual inspection confirmed their presence. I just happen to be allergic to tomato products and I really don't care for lettuce, so this concerned me. I spit it out quickly because my last encounter with tomatoes put me into the emergency room with a severe allergic reaction.
I took the burger and the receipt back (yes, driving another 5 miles) to get a replacement of the entire order (and you probably would have too, since the fries were back at the house getting pretty cold). After all this driving, the manager on duty then refused to replace the fries, because, as she put it, "I hadn't brought those back as defective".incredulous, I asked for, and received a refund for the entire order (including the fries!). So, instead of just replacing my fries, she elects to take the "hit" and give me all of my money back!? I'm sure she was standing on principle, I'm just not sure which principle: the one based on her own stubborness, or, the one involving basic business mathematics. Bear in mind now, that this all transpired during a calm, collected exchange and not via your typical customer yelling over the counter at the manager. Suffice it to say, this restaurant will not get my business anymore and I've written their franchisor with my concerns. I'm also pondering whether or not I'll ever patronize another Whataburger, if this is what they've become. If you gotta have that Whataburger, though, there are about six other locations around Tucson.
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