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1.0 381 Reviews

White Castle Complaints Summary

5 Resolved
374 Unresolved
Our verdict: If considering services from White Castle with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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White Castle reviews & complaints 381

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E
5:50 pm EDT

White Castle very dirty location

Came here with my son 10/10/2019 around 4:30 P.M. Used the restroom before ordering. The restroom was dirty and nasty. The sink was clogged with brown water. Went to order. Girl behind counter just looked at us and walked away. It was several seconds before anyone came to take our order.We went to get our drinks. The machine had pop residue all over the front of the machine. My son noticed white stuff all over tip where the drink comes out. I was going to wipe it off but there were no napkins. We decided to skip the drink. Got our food. Order was to eat in and they placed it in bags to go. ( They did offer to put on plates which was only positive thing about the visit at all). The floor was sticky, drink counter was nasty and almost every table was dirty. My son refused to eat and I ate one and through the rest out. This White Castle never was that great but this was disgusting and nasty and I will never return. I am also going to contact the County Health inspector because I truly believe this place should be torn down.

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T
10:35 am EDT

White Castle customer service

I go there every day they never get my order right the drive-through people are very rude they switching up who was at the window and I know who I was speaking to because I can tell by the voices the manager act like she didn't care her name was Teresa and the one that I was talking to was Lisa that came up to the when I don't but then I know it was the other girl because they were the other girl said she was trying to say she didn't do it just goes through every time I go to White Castle thing was they said that we are doing two jobs at once and we can't hear you

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8:35 am EDT

White Castle management

The manager that was working on friday oct 4 between 12:30 was very very rude! She had a nasty attitude. I didn't even want my food anymore. This is not my first problem with this manager. This is a constant issue when I come to this white castle and she is working. You guys need to handle this because this is out of control. That [censored] need to be on suspension or something!

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lth
, US
Nov 26, 2019 2:04 pm EST
Verified customer This comment was posted by a verified customer. Learn more

hi just wanted to say a special thank you to a employee at the Livonia store on Plymouth rd.#040024
employee team member #1363 went above and beyond to help my wife and I with our order
thank you.

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B
12:48 am EDT

White Castle keeping to posted store hours

Planned on stopping at white castle on my way to my overnight job. I called to make sure it'd be open when I arrived. I asked what time the dine-in closed, was told at 11 p.m. 30 minutes later I arrived at 9:56 p.m. went to the door & it was locked. There was a couple inside at the window. I knocked on the door, the couple got an employee's attention but she shook her head & waved me off. I walked away & called back. Whomever answered said they close at 10 when they're short staffed. If I'd been told that during my first call I could've made other dinner arrangements... that was very unprofessional.

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7:22 pm EDT
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White Castle horrible customer service, cold food, etc

On sept.29. 2019 at 1.30 pm My mother and I went to the White Castle in Westerville ohio and it was bad from the start. Rest, was not busy so there must be a problem. Upon ordering I told or asked the cashier to make sure the fries, fish, etc was all hot but this was not done our fish was cold in the middle, fries were cold. There was no napkins in the rest and I need to let you know that TRENT was our cashier and from the start he was not just, no smile, told me that there food is always hot and he was rude in a horrible way. No napkins in the dining area, Trent told me he would get it in a minute after he took an order he was gone for quite sometime after the fourth person I went up again and asked for napkins and after he was done then he would get them so I went into the ladies room and could not get the water on so I went into the mens bathroom and got paper towels. Trent was so very horrible and I would like an explanation as to why he is allowed to be like this, I finally paid for our meals that neither one of us could eat it and last but not leased in the ladies room there was vomit in the bigger stall and it was just a mess. They were not busy and they had plently of help and this was a terrible experience and I will tell my chase co-workers and family to save there money and go some place where we could at leastn

Thank You

Brenda Robinson

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L
4:59 pm EDT

White Castle wait in the drive thru line

At 3:49 pm, I pulled up to the drive thru and waited in line. There were three cars ahead of me waiting to place there order and three cars waiting to pay and receive food. The two of the three cars ahead of me waiting to place their order, pulled off and left. I didn't get to the speaker to order until 4:10 pm. I had been in line for 21 minutes. After I paid and received my food it was then 4:16 pm. I had been in line for 27 minutes. There is always a long wait at this location, but never this long. Even when there's only two cars in line, whom ever takes the order makes you wait at least 7-10 minutes before you can place your order. This issue should definitely be addressed.

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2:33 am EDT

White Castle i'm complaining about my food

Me and my husband went to white castle on september 30 2019 @ 12am we order a number 1 with cheese on everything including fries and the gentleman didn't follow directions properly I clearly said what I want and they still mess up my order we want back to let them know and they was trying to charge me for cheese and I clearly said what I want the burgers was dry and not good the soda taste old and we are a unsatisfied customer we will never buy or visit white castles again.

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R
11:56 am EDT

White Castle service

Been going to this location for years. The woman is a manager, tall with glasses. AlWAYS ANGRY.just looks at you when your standing to be waited on. This has happened a lot with this woman. She looked at me today like i was stupid looked me up and down and said nothing. With Duncan Donuts opening recently im finally going to take my coffee business to them. The other manager is always nice and courteous as are the employess.

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12:39 am EDT
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White Castle service.

The lady working was extremely rude. She had nothing nice to say and made our visit completely awful. I will not return to another white castle until this is resolved. It was on 9/28/2019 at 11:36 pm. I am super disappointed with this place and will not recommend it to anyone. I will be making a post about how horrible this restaurant was. Horrible experience. Also, none of the tables were clean and the restaurant was filthy. The drink machine only had 3 options and they all tasted horrible.

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3:41 am EDT

White Castle online ordering/ customer service

I ordered food online. The website indicated the restaurant was open 24hrs. I went to pick up my food and they refused to let me in to pick up the food i already paid for and the manager on duty refused to give his name saying "they know me down there." I contacted customer service where they refused to answer my direct questions on how to get my refund and who to contact and then told me they will contact me. However, they refused to give a timeframe. It os completely unacceptable to take someones money refuse to give them the product or contact information on how to procure a refund. Thats robbery.

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1:22 pm EDT
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White Castle online order

We frequently use this same store (Store #040018) for our business lunches. Usually a few times a month. We have been ordering online, & for the most part find no issues with the food OR the service. Come to think of it, I can recall my boss coming back with our food stating how fun the crew member was that took care of his order. HOWEVER...last week on 9/19/19 @ 11:53:53am (date on receipt), we picked up an order that was placed online (as we almost ALWAYS do). In our special requests space we asked for extra condiments, i.e Honey Mustard, Mustard & Ketchup. We not only didn't receive extra, we didn't receive ANYTHING at ALL. My boss, who paid for the meal that day, can/will only eat the sliders with Honey Mustard so he didn't even get to enjoy the food that HE purchased. Now this may sound petty, but we are a business, we can not just run back to restaurant to get these or to store to purchase our own...we have work that needs to be done. I don't understand why you have a special request section & don't honor the requests? I'm only writing this complaint on here due to the fact that on the same day of purchase I went on White Castle website with same issue & as of yet have not even heard one word from a representative from White Castle regarding this issue. I feel like I'm not being treated as a valued customer. I at least deserve acknowledgement. Again, we frequent the same store (Store #040018) & we really have not had any issues with food OR service in the past...just feel like we deserve at least some sort of response. Expected more from White Castle.

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R
5:18 pm EDT

White Castle service

On September 18, 2019 I stopped at the White Castle on Ford Road in Canton Michigan at 8:00 pm. My order was placed at 8:08 and I did not receive my order until 8:33. My order consisted of 20 regular burgers, 1 sack onion chips and 1 sack of fries ( which were cold when I got them). There was 1 other customer in front of me who said they placed their order at 8:03. Those who used drive thru were given very quick service. I could understand if it was prime dinner time there would be a wait, but not 8 at night! Ruth Niemiec. 9715 Terry Street, Plymouth Mi. 48170

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11:14 pm EDT

White Castle online pick up order

I placed an order for a crave case to be picked up by 1020pm on 9/18/2019 to pick up via drive thru. I arrived to pick up my order by 1030pm expecting my order to be completed as I had set pick up time to 1020pm. I placed the order at 10pm 9/18/2019. I went to the drive thru at 1030pm, spoke to an employee at the drive thru intercom and said I was here to pick up my online order. I was told to drive up to the next window. I did not get my order until 11:05pm. I sat at the drive thru window for 35min waiting for my order. I complained to the employee at the window and informed them I placed my order online at 10pm and was set to pick up the order at 1020pm. I was told by the employee "I dont know, I just got here". This is ridiculous. The reason I placed the order online at a SPECIFIC time was so I dont wait so long for the crave case. No one was helpful at all. This is terrible service. Waiting for an hour to receive my order after I placed an order online to be picked up at 1020pm, to only receive it at 1105pm is horrible. Never coming back to this white castle again. Please fix your customer service

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4:06 pm EDT
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White Castle wait time to order and receive food at drive thru.

On 14 Sep 2019 at 1345 hours, sale and order #[protected], the time to order the food and receive the food at the drive thru was approximately 20 mins which is to long for a fast food chain. The store was not busy at the time of this vist. Also the order was taken wrong and not repeated for clarification. Thank god I did not correct it or who knows how much longer it would have taken. The last three times I went to this location was the same outcome and I will avoid this location. I will tell all if you crave white castle to avoid this location and drive the extra miles to a different location because if you don't you would still be waiting at the drive thru by the time it would have taken to drive to different location, place an order, and receive your food.

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9:11 pm EDT

White Castle Food!!!

Again we ordered food and had someone deliver it (more money) and it was wrong again... I never complain but I have to this time... We order food from the southgate castles maybe once a month and I always order cheeseburgers with ketchup and mustard and not one time have we got ketchup... It's been years... It I never complained... Well this time I have a couple drinks and didn't want to drive 4 blocks so I ordered it threw the delivery company (my wife did). So I ordered cheeseburgers with no pickle and ketchup and mustard... 20 of them... All 20 had pickle (extra pickle) and no cheese or ketchup... I just don't understand how they can get that wrong... Like I said I never complain but this is crazy... So I just lost it of money cause I even paid the delivery guy extra tip and I can't even drive up there to fix this and i'm not paying for another delivery... I don't want free food or anything like that I would just like someone to talk to this store cause it's been happening alllll the time... I'm. Or the smartest guy in the world but I don't understand how the order can be totally opposite than we we order...

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9:26 am EDT

White Castle drive thru

Tonight around 9pm, I went through the drive thru at White Castle and ordered 6 sliders with cheese and a large fry. We waited 15 minutes and someone finally came to the first window and stated "the total will be $29", we proceeded to say that we only ordered 6 sliders and a large fry. The worker stated he only had a order for a crave case. We stated we only had ordered 6 sliders and a large fry. That maybe the car behind us or in front of us orders that. We asked if he could then place our correct order. He stated we had to drive to the back of the like and replace the order in the order.

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9:58 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

White Castle horrible employees

Very very very horrible employees and managers...I need to speak to joyce s. And i need the last name of the employee of blake. He owed me alot of money...Then he got disappeared and changed his phone number, too. I will never never going to avon, indiana white castle ever! and i am going to sue white castle. I also will report to bbb about this. Thats not a joke, im very serious.

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Update by Hawaiilover
Sep 06, 2019 10:04 am EDT

Very very very horrible employees and managers...I need to speak to joyce s. And i need the last name of the employee of blake. He owed me alot of money...Then he got disappeared and changed his phone number, too. I will never never going to avon, indiana white castle ever! and i am going to sue white castle. I also will report to bbb about this. Thats not a joke, im very serious.

Resolved

VERY VERY VERY HORRIBLE EMPLOYEES AND MANAGERS...I NEED TO SPEAK TO JOYCE S. AND I NEED THE LAST NAME OF THE EMPLOYEE OF BLAKE. HE OWED ME ALOT OF MONEY...THEN HE GOT DISAPPEARED AND CHANGED HIS PHONE NUMBER, TOO. I WILL NEVER NEVER GOING TO AVON, INDIANA WHITE CASTLE EVER!!! AND I AM GOING TO SUE WHITE CASTLE. I ALSO WILL REPORT TO BBB ABOUT THIS. THATS NOT A JOKE, IM VERY SERIOUS.

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K
9:16 am EDT

White Castle lazy employees

Hardly sell smoothies in the morning due to lazy employees. Usually told machine is down yet around noon always back working. I used to get smoothies every morning, now hardly come there due to the lazy/ ratchet crew. Another example, wet floor sign in middle of a dry and dirty floor with trash. This is my 2nd complaint,
if they're too lazy to make smoothies don't advertise it, that's false advertising is it not ?

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5:53 pm EDT

White Castle woman in charge contaminating everything in the building with gross bags on her hands

Watching woman last thursday eve, acting like a mgr, taking control of problems about 615 pm and wearing plastic gloves while ringing up our order for my family, the fingers were worn through and anyone can verify this and go in when she works to see it in action. She is a black lady and hard to tell if she is 30 or 60 yrs but probably in the middle somewhere. The gross gloves she kept on and she went back and forth putting buns down, and working with food and then to register, taking cash, everything you shouldnt do with the gloves on and cross contamination was atrocious. We had already paid for our dinner and noticed she also didnt mind putting her grubby plastic bag fingers (that were brown from God only knows) inside the cups either. Just disgusting at a level that left me one option, to toss our food. About 20$ down the drain and children got a first hand on what not to do. There was a small group of customers at register so I wasnt about to embarrass ourselves talking about what she had done and gross out all the others there but it really was one of the most disgusting things I've seen in a long time.

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10:29 pm EDT

White Castle overcharge

I went to white castle and ordered the 20 cheese burger sliders with fries with cheese, it was a meal. That was 21 all together then I order two small fruit punch drinks and 1 6 pcs chicken sliders they charged me 33 $ when I called I left my number [protected] and email [protected]@gmail.com no refund no. Response. That's ridiculous I never had this problem with y'all

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White Castle In-depth Review

Overall Rating: White Castle is a fast food chain that has been serving its iconic sliders for decades. With its unique taste and affordable prices, it has become a favorite among many customers.

Website Design and User Experience: The White Castle website is well-designed and easy to navigate. It provides all the necessary information about the menu, locations, and promotions. The online ordering process is simple and convenient.

Menu Variety and Quality: White Castle offers a variety of sliders, including the classic Original Slider and the popular Cheese Slider. The menu also includes chicken sliders, fish sliders, and a range of sides and desserts. The quality of the food is consistently good, with fresh ingredients and flavorful options.

Pricing and Value for Money: White Castle is known for its affordable prices, making it a great option for those on a budget. The sliders are reasonably priced, and the value for money is excellent considering the taste and portion sizes.

Customer Service and Staff Friendliness: The staff at White Castle is friendly and attentive. They are always ready to assist customers and ensure a pleasant dining experience. The customer service is prompt and efficient.

Cleanliness and Ambience: White Castle maintains a clean and welcoming environment in its restaurants. The dining areas are well-maintained, and the overall ambience is comfortable and inviting.

Speed and Efficiency of Service: White Castle is known for its fast service. The food is prepared quickly, and the staff ensures that orders are delivered promptly. This makes it a convenient option for those looking for a quick meal.

Accessibility and Convenience: White Castle has numerous locations across the country, making it easily accessible to customers. The restaurants are conveniently located in various neighborhoods and are often open 24 hours, providing convenience to customers at any time of the day.

Food Safety and Hygiene Standards: White Castle maintains high food safety and hygiene standards. The restaurants follow strict protocols to ensure that the food is prepared and served in a safe and clean environment.

Innovation and Special Features: White Castle has introduced innovative menu items over the years, such as the Impossible Slider, which caters to vegetarian and vegan customers. The chain also offers seasonal promotions and limited-time menu items to keep things exciting for customers.

Social Responsibility and Sustainability Initiatives: White Castle is committed to social responsibility and sustainability. The company actively participates in community initiatives and supports various charitable organizations. It also takes steps to reduce its environmental impact, such as using eco-friendly packaging.

Online Ordering and Delivery Options: White Castle offers online ordering through its website and mobile app. Customers can easily place their orders and choose between pickup or delivery options. The online ordering system is user-friendly and efficient.

Loyalty Programs and Promotions: White Castle has a loyalty program called "Craver Nation" that rewards customers with exclusive offers and discounts. The chain also regularly runs promotions and special deals, providing additional value to its customers.

Customer Reviews and Feedback: White Castle has received positive reviews from customers for its tasty sliders and friendly service. The chain values customer feedback and takes it into consideration to improve its offerings and overall customer experience.

Pros and Cons Summary: Overall, White Castle offers a unique dining experience with its delicious sliders and affordable prices. The chain provides fast and friendly service, maintains cleanliness and hygiene standards, and offers convenient online ordering and delivery options. However, some customers may find the limited menu options to be a drawback.

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Contact White Castle customer service

Phone number

+1 (800) 843-2728

Website

www.whitecastle.com

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