Today's service has earned a 1 out of five stars with the hope that they eventually get it right and up to the Whataburger standard not only I but my parents used to enjoy in their youth as well. Here is how the experience went.
Location: Whataburger -- 71 Bell Ave, Pinehurst, NC 28374
Title Idea: Extremely disappointing anniversary lunch--45-minute wait, incorrect order, and cold food
Rating: 2 / 5 Stars (or 1 / 5 Stars)
Review Body:
My wife and I were looking forward to trying the new Whataburger in Pinehurst (71 Bell Ave) today as a special celebration lunch treat before our anniversary dinner date. It was my wife's very first time having Whataburger, and she trusted my recommendation--so I was especially hopeful for a great experience. Unfortunately, our visit fell far short of basic expectations.
We ordered through the drive-thru:
1 Whataburger Original with cheese
1 Double Whataburger with bacon & cheese
2 orders of fries
1 order of onion rings
2 medium drinks (a Coke and a lemonade)
The service breakdown began immediately. After pulling up to the window, we waited roughly 26 minutes while watching multiple vehicles behind us receive their orders and drive off. When a bag was finally handed to us, it was noticeably small. My wife checked inside and confirmed the order was completely wrong--we were missing a burger, a fry, and the onion rings.
When we asked for a receipt to double-check what was entered, we were told they couldn't give us one. The employee took the bag back inside to remake it--which was concerning from a food safety standpoint, given that we had already opened and handled the food at our window.
A second employee eventually brought food out, but the order was still incomplete. The final person to speak with us was the individual who identified himself as the manager in charge.
By the time everything was wrapped up--nearly 45 minutes after we initially ordered--the food quality was severely compromised. My wife's Original Whataburger was ice cold with a freezing bun and looked haphazardly assembled. The remainder of our food was lukewarm, and the lemonade was unpalatably bitter. It was certainly not the first impression or anniversary treat I had hoped to give her.
The manager was polite enough to take my wife's name and offer a complimentary meal on a future visit. However, no refund or partial discount was provided today despite the nearly hour-long delay and inedible food.
While I recognize this location opened recently and new stores encounter operational growing pains, a 45-minute wait resulting in incorrect, cold food and no immediate resolution on the bill is difficult to justify.
A note for local military families: We live in a heavy military community right near Fort Bragg, and this location does not currently offer a military discount.
I hope management uses this feedback constructively to address their drive-thru pacing, order verification, and quality control, but this was a very disappointing experience for us. read more