Complaints

This profile includes complaints for Waffle House's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Waffle House

  5986 Financial Dr Norcross, GA 30071-2949

• 

  Waffle House

  980 Millwood Pike Winchester, VA 22602-4379

• 

  Waffle House #1540

  3031 S Arlington Rd Akron, OH 44312-5211

• 

  Waffle House # 1595

  3190 Medina Rd Medina, OH 44256-9642

• 

  Waffle House

  251 Aa Hwy Highland Heights, KY 41076-8552

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:01/26/2025

  Type:Order 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'm not enable for this debt with waffle house. I don't not have a contract with the collection agency. they didn't provide me with the original contract as i requested.

  Business Response

  Date: 02/03/2025

  This is a spam complaint. 

  Waffle House is not a creditor, we are a restaurant business and do not report debts to credit reporting agencies.

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair 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.

  1/23/25 I went to the establishment here in ************ and we had just had snow so I was expecting it to be warm in the restaurant but no it was as cold outside as it was inside of the restaurant. I ask a waiter why it was so cold and he said that the heat didn't work, so I just left I wasn't going to spend money on food that would've gotten cold by the time I got it with it being so cold , so I decided to leave!

  Business Response

  Date: 02/03/2025

  Unfortunately, we have no record of this customer contacting us directly via our online Contact option to make us aware of their concerns therefore providing us an opportunity to investigate and address them prior to their contact with the Better Business Bureau. Additionally, we have no record of any other customer or Associate reporting any concerns regarding the restaurant temperature during the time frame this customer states they visited the ********************.

  If the customer would like to speak to someone regarding their recent visit, we encourage them to complete the Contact option on our website, ******************************, making sure to select the specific location they visited, date and time of visit, details of their concerns, and provide a phone number where they can be reached. Once completed, a report will be transmitted to the appropriate ***************** Team or Franchise Owner for review and follow up with the customer.

  We are sorry to hear this customer was not able to enjoy their recent visit as anticipated and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in them being able to speak to someone regarding their experience.

• Initial Complaint

  Date:01/20/2025

  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 12/17/2024, I purchased a Waffle House gift card for $50 from Dollar General #DG1289Stamping KY, at 4:39p.m. On 01/12/2025, I tried to use the card. Several attempts were unsuccessful. It was swiped 6 times, and denied each time. Two different cashiers tried to manually enter the card and both times, it said the card was inactive. We called the gift card line and verified it had $50 and was active. The card would not go through. I called on 01/13/2025 to express concern and to get help with why the gift card seemed bad. On that call, I gave my name, email address and phone number. The person I spoke with said she would start a ticket and send to investigations. The ticket number was MI-*********. She said I would receive a call within 48 hours. I did not receive a call, email, nothing. On 01/15/2025, I called again to express my frustrations about not getting a response. At first, I was told by that person that the investigation opened 7 minutes ago, prior to the phone call. I said that was unacceptable. He then stated it appeared they called on 01/14/2025 and no one answered and they did not leave a message. I did not receive a phone call on that day. He said he was noting that someone needed to call me immediately. Today, 01/20/2025, I called again b/c I had yet to receive any response. This time, the person said they only contact by email and my email address was not on the ticket. I gave my email address last week. Also, no one prior to him stated they only contact by email. I was told twice that I would receive a phone call. Today, a new ticket was opened. The new number is MI-*********. He told me to wait another 48 hours. I should receive an email. If not, call them back to check on their end. At this point, I would like my refund of $50. I can mail the card in, or it can be voided out, but I want my $50 back! This is an unacceptable amount of time to wait for help. I need a resolution immediately. Thank you.

  Business Response

  Date: 01/21/2025

  Unfortunately, we have no record of this customer contacting ********************** directly regarding their concerns. We have shared their comments to the Better Business Bureau and contact information with the third party vendor who manages gift card sales in retail locations as well as someone in our ************************ for any assistance they may be able to provide.

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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 have been unemployed by this company since 12/24/2024 and if I hadn't had a food stamp interview I wouldn't have been informed by my caseworker that they still have me in their system as an active employee. Even if I did want to draw unemployment I couldn't. I simply want to be removed from their system because it's not the reality

  Business Response

  Date: 01/16/2025

  This is an employment related concern, not a customer.

  If this former Associate has any questions or concerns regarding the timeline for them become inactive in our system, they need to contact their Associate Hotline.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair 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.

  Showed up to do an interview. Because I have a disability, I was discriminated against, told that another store would hire me, they were too full. I received an email to show up. No one called to cancel me and no indication they were full. Received an email the day before for prep for the interview. When I arrived, I was turned away because I am disabled.

  Business Response

  Date: 01/06/2025

  This is not a customer issue, this is a potential employee concern.

  Additionally, we have no record of this applicant contacting our Associate Hotline regarding their concerns. If this applicant feels they were not hired do to some sort of a disability, they will need to contact the Associate Hotline and/or the Recruiting team.

• Initial Complaint

  Date:12/23/2024

  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 placed an order online on 12/17 for the Allstar breakfast and a bacon, scrambled egg and cheese sandwich with hashbrowns. The allstar meal was missing the sausage. The egg on the sandwich was fried, I requested scrambled. The hashbrowns were so burnt they almost chipped my tooth. I called immediately and the store doesnt accept phone calls so I called corporate and made a complaint requesting a refund. The representative said someone would be in touch with me. Nobody has called. So I went online and made another complaint two days later, 12/19, yet, here we are today and not a single phone call or email. Worst customer service ever and below par food that was wrong and missing an item that I paid for.

  Business Response

  Date: 01/06/2025

  We are in receipt of the comments this customer entered via our online contact option on 12/17/2024 at 11:24am EST and 12/18/2024 at 10:30am EST. Unfortunately, it appears the Division Manager was unable to make contact with the customer. However, his notes indicate a refund was issued no later than 12/19/2024 at 11:51am EST.

  We've asked the Division Manager to attempt contact again. In the meantime, we encourage this customer to check her account for the refund issued. In the event she doesn't see it and is unable to answer the Division Manager's call, we would urge her to visit the location any day between 7am-2:30pm to speak with the manager on duty. 

  Customer Answer

  Date: 01/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Had someone notified me earlier, I wouldnt have submitted the complaint. It took 10 days to reflect the credit on my account.

  Thank you. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/12/2024

  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.

  I attempted to place an online order on 12/07/2024. The order did not process however, my payment method was charged twice. I first contacted Waffle House on 12/07/2024 via the online contact form to notify them of the issue. I received an email back from a district manager who stated the charge will pend for a few days and then likely not post but if they do reach out. Well the transactions did post to my account so I reached out to this district manager who stated they didnt see my order but would reach out to corporate. Now I informed this manager that it makes sense that he couldnt find the orders because I didnt get an order number because the website errored. Well the manager emailed again and asked for my phone number and that someone from corporate would be calling. I provided my phone number and someone from the credit card department in corporate emailed me instead of calling just to tell me that the transactions failed and that the software company would release the hold on my account, after I already provided screenshots of the posted transactions and explained the transactions had posted. Besides the obvious of never doing business with these people again I would like a refund and I will be circulating the email messages across social media so the public is aware that Waffle House could careless about consumers if they caused an issue. Their solution is to just contact your bank. This is absolutely unacceptable.

  Business Response

  Date: 12/13/2024

  We are in receipt of the comments entered by this customer via our online contact form. However, the customer's comments were entered under another name with an invalid phone number which is why they were unable to be contacted by phone.

  We have updated the customer's name and contact information and retransmitted their concerns to the appropriate parties for assistance in rectifying the customer's concerns.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22678126
  
  I am rejecting this response because what Waffle House is saying is simply not true. I have attached a screenshot of the email exchange between their district manager and myself. This is not some online form. I have tangible evidence to backup every single detail of this debacle so when you come with a response please make sure it is just as relevant and tangible.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/13/2024

  As previously stated, when this customer initially contacted ********************** via the online contact form as they state they did "I first contacted Waffle House on 12/07/2024 via the online contact form to notify them of the issue.", the customer provided a different name and an invalid phone number.  The erroneous information led to a management member contacting the customer by email. Unfortunately, emails and messages between the customer and a management member are not part of an official record. Therefore, as we said, we have updated their official contact information and retransmitted to the appropriate parties for review and follow up with the customer. 

  We look forward to someone assisting the customer at their earliest convenience regarding their concerns.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22678126
  
  I am rejecting this response because: I provided the name ** **** on the online form which are the initials of my name. And how is communication with a member of your management team not a statement of record. And more importantly this is irrelevant. I said the manager told me someone from corporate would call me (as seen in the email) and that never happened, they emailed me instead. So what youre arguing here has absolutely nothing to do with what my initial complaint stated. I said what I said. Give me a refund and stop wasting my time with irrelevant arguments that dismiss my concerns. Microagression through corporate jargon will not move this process forward nor will it diminish the lack of accountability for this breakdown in your organizations process. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair 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.

  December 6th 2024 ************************************** took a large group of special needs kids that were there for special Olympics meet we're going to eat there sitting there and I'm watching the roaches crawl up the wall. I counted too many until I had to look away.. and because these are special needs children I couldn't alert everybody to the disgusting site.. gross gross gross gross gross

  Business Response

  Date: 12/09/2024

  Unfortunately, we have no record of this customer contacting us directly via our online contact option therefore affording us an option to investigate and address their concerns prior to their contact with the Better Business Bureau. 

  We would like to have the appropriate ***************** team or franchise owner investigate and follow up with the customer. However, in order for that to happen, we need the customer to complete the online contact option we've made available to customers by clicking the Contact option on our website, ******************************, making sure to select the specific date and time of visit, details of their concerns, and a phone number where the customer can be reached. Once completed, a report will be immediately transmitted to the appropriate parties for review, investigation, and follow up with the customer.

  We are sorry to hear this customer was unable to enjoy their recent experience as anticipated and look forward to them completing our online contact option at their earliest convenience to avoid any further delay in the appropriate ***************** team or franchise owner being able to investigate and follow up with them.

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair 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.

  This establishment has hired an abusive convict that has caused me harm and when going to the establishment they protected the criminal and instead banned me from the establishment unable to retrieve my belongings from their employee

  Business Response

  Date: 12/02/2024

  Unfortunately, we have no record of this customer contacting us directly via our online contact option prior to their contact with the Better Business Bureau.

  
  Service and product related concerns are best investigated and addressed by the ***************** team or franchise owner of the location visited. Therefore, we urge the customer to complete the Customer Contact Form on our website, making sure to select the specific location they visited, date and time of visit, and include a phone number where they can be reached. Once completed, the appropriate parties will receive an official report with their comments for review and follow up with them.
  
  We are sorry to hear this customer was unable to enjoy their visit as anticipated and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in the appropriate person being able tot investigate and follow up with them regarding their concerns.

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair 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 stopped by the waffle house in ********* ** at 12:55 am on December 1st ********************************************************************* the gentleman and I were discussing how high the food was as we were discussing it the cook a young lady turned around and voiced her opinion with a non chalant attitude. So I asked a waitress did the cook put cheese on my eggs and the cook turned around and said with an attitude I put cheese on the eggs and rolled her eyes. So I said I dont know who you are upset with but you have a nasty attitude to be working in the public and no customer service skills. So it went from there she told me she dont have to serve me and I said what did you say so she repeated herself and I said you are right you dont but I want my money back. So the gentleman gave me my money back. The cook was still running her mouth so we exchanged words and I left. That was the most unprofessional person Ive ever had an encounter with. She said her name was ***** I dont know how true that was but I have a copy of my receipt maybe that will help. Im sure the conversation was on video if you need to see it and hopefully she didnt delete what she was saying. I got no food and was spoken to very rudely and I was very upset and spoke back rudely.

  Business Response

  Date: 12/02/2024

  Unfortunately, we have no record of this customer contacting us directly via our online contact option prior to their contact with the Better Business Bureau.

  Service and product related concerns are best investigated and addressed by the ***************** team or franchise owner of the location visited. Therefore, we urge the customer to complete the Customer Contact Form on our website, making sure to select the specific location they visited, date and time of visit, and include a phone number where they can be reached. Once completed,the appropriate parties will receive an official report with their comments for review and follow up with them.
  
  We are sorry to hear this customer was unable to enjoy their visit as anticipated and look forward to them completing our online Contact option at their earliest convenience to avoid any further delay in the appropriate person being able tot investigate and follow up with them regarding their concerns.