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

  555 W Goodale St Columbus, OH 43215-1104

  
• 

  White Castle

  33 W Fordham Rd Bronx, NY 10468

• 

  White Castle

  1690 Deer Park Avenue Deer Park, NY 11729

• 

  White Castle

  846 Lefferts Ave Brooklyn, NY 11203

• 

  White Castle System Inc.

  3400 Central Parkway Cincinnati, OH 45223

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:03/20/2025

  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 February 26 I placed an order with with White Castle where they promised an eight piece onion ring however I only received a six piece attached is a photo seeking a credit or refund

  

  Business Response

  Date: 03/21/2025

  Thank you for letting us know about receiving 6 onion rings versus 8 onion rings on your visit to a Castle.

  Your message has been forwarded to the Chicago regional office and one of our team members will reach out to you to find out more information regarding which Castle location you visited.

  Thank you!  We will work hard to resolve this issue as quickly as possible.

  White Castle

• Initial Complaint

  Date:03/02/2025

  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.

  March 1, 2025
  BBB of *****************;
  *********************;
  ******************-1005
  
  RE:  Complaint White Castle
          ********************;
          Hoffman Estates, IL 60195
  Hello,
  I would like to share an experience that happen yesterday at your restaurant referenced above.  
  I purchased two menu meals totaling close to $30 and had to get a refund due to the manager (******) fixing the order with 4 visible cold sores.  I get these from time to time and know how contagious they can be. 
  I ordered via the drive through and noticed the cold sores after I paid and ****** gave me 1 of the two bags since there were two orders.  The cashier gave me the 2nd bag and I let him know that I would come in and request a refund due to the cold sores.   When I entered the store, I saw ****** and two other associates fixing the orders and asked the cashier for a manager. 
  I then noticed ****** WAS the manager and let her know I didnt mean any harm but would like a refund since she had fixed the food with visible cold sores.  ****** became defensive and replied I fixed the food with my gloves not my mouth!  Also, there was never an apology. 
  Long story short, this was a very bad experience and I want the senior leaders to be aware of this because visible cold sores can lead to an outbreak of some kind.  
  Please forward this complaint on to the leaders of White Castle.  
  Please advise. 
  ***** Leonard 
  

  

  Business Response

  Date: 03/11/2025

  We appreciate ***** ********* letter regarding her recent experience at a Castle in *********  

  This message has been sent to our Chicago Regional Director to contact *****.

  We absolutely take each customer experience seriously and will work to resolve ******* concern.

  Sincerely,

  White Castle

• Initial Complaint

  Date:02/07/2025

  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.

  Purchase two boxes of White Castle burgers for kids birthday party. White Castle burgers or full of freezer burn and terrible looking. Store would not return them. Pulled the corporate office several times no answer. I want a refund for my two boxes of White Castle burgers that cost me almost $20.

  

  Business Response

  Date: 02/18/2025

  Hello,

  Thank you for letting us know of this customer complaint.  The Director of the frozen division will be contacting ******* ****** to resolve the issue and for reimbursement.  

  We take every complaint/issue seriously and work diligently to correct any issues or problems.

  Thank you!

  Customer Answer

  Date: 02/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22911015
  
  I am rejecting this response because: I have not heard from White Castle. My phone number is ************ between 10:00 a.m. and 6:00 p.m.. perhaps they would just be as well to send me a refund to my address please. Thank you
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/19/2025

  We do have someone from White Castle who will be reaching out to ******* ******. 

  I personally spoke to ***** *******, Director of ******************* this morning and he will be contacting ******* personally in the next couple of days.

  Thank you.

   

  Customer Answer

  Date: 02/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22911015
  
  I am rejecting this response because: 74132540D85D9. Again, please forward my phone number ************ or ************
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/24/2025

  Hello,

  We have tried to contact ******* and we are awaiting her return call.

  Thank you!

  Customer Answer

  Date: 03/07/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  
  
  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB Dispute Resolution Services. We appreciate the patience and understanding of the parties

  Consumers Additional Information:

  Please reopen my complaint against White castle. I did not receive the $ 22 they promised me. This was almost a month ago. I have attached my case. Please help me get my $22 thank you

  Consumers Desired Resolution:
  Refund

  

  Business Response

  Date: 03/07/2025

  Thank you so much for letting us know about ******* ******** complaint.  ***** *******, Director of Restaurant Operations had spoken to her.  

  We have ********* Address to send her a check in the amount of $25.  We will look to see if the check has been mailed yet and make sure it is mailed.  

  We have not forgotten about her and will make this right.

  Thank you!!  White Castle

  Customer Answer

  Date: 03/10/2025

  [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. Please note I spoke to this gentleman a month ago and the check is not been mailed. Please mail the refund thank you. *************************************************************************************
  

   

  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/03/2025

  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.

  On February 3, 2025, at 1:55 AM EST, I had a terrible customer service experience at ********************** on ******************. An older white female employee in a blue shirt was extremely rude and dismissive when I pointed out that my order was incorrect. Instead of correcting it, she yelled at me and showed no patience.When I tried to address the issue further, ******, who identified himself as the General Manager, was also rude and dismissive. Instead of resolving the situation, he added to the hostility and made the experience even worse.This level of unprofessionalism and lack of respect for customers is unacceptable, especially from **********************. I expect White Castle to take immediate action to improve customer service at this location.I am requesting:Accountability for the employees involved, including *********************** training at this location.A formal response from corporate on how this issue will be addressed.If this issue is not resolved, I will continue to escalate my complaint and share my experience on multiple review platforms."*

  

  Business Response

  Date: 02/05/2025

  Thank you for sending in this complaint and for allowing White Castle to work with you to resolve this issue. 

  Your message has been forwarded to our Regional Director for this area, and they will be in contact you as soon as possible. 

  We would like to apologize for the inconvenience this has caused you, and we will work hard to resolve the issue you addressed.

  Sincerely,

  White Castle

   

  
  

• Initial Complaint

  Date:12/16/2024

  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.

  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

  Date: 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

  Date:11/21/2024

  Type:Service or Repair 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 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

  Date: 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 Answer

  Date: 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

  Date:11/20/2024

  Type:Customer Service 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.

  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 Answer

  Date: 11/20/2024

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

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:11/13/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 11/22/2024

  The refund came through but without the taxes i also paid 

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/05/2024

  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.

  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

  Date: 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

  Date: 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

  Date:10/24/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***** ****