Complaints
This profile includes complaints for White Castle's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 65 total complaints in the last 3 years.
- 28 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/01/2022
Type: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 went to White Castle on 7/24/22 and was given the wrong order. I was going to bite the bullet and just deal with it, but became physically sick after eating a slider with odd tasting cheese. I paid $38.51 and would like my money back.
Business Response
Date: 08/02/2022
Thank you for the information regarding this complaint. This item has been sent to our Chicago Regional office and the Regional Director. We will contact this customer and work with them to provide a refund.
Thank you! **** ********
********@whitecastle.com | ###-###-####
Initial Complaint
Date:07/05/2022
Type: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.
On 6/23/2022 I placed a White Castle order (Order #***** for $8.52) on the mobile app. I’m located in an area that has several popular fast food restaurants & because of this, I am familiar with many of the other fast food apps. That being said, I realized too late that I accidentally placed my order for the wrong location. Although I know this was my error, with any of the other restaurant / fast food apps, I can either cancel my order OR have my charge returned after 24 hours if I do not arrive at the restaurant and let them know I have placed a mobile order. This is NOT the case with the White Castle app. There is NO way for the customer to cancel an order. I called the White Castle location I accidentally ordered from & the employee i spoke to, though very polite, informed me that unfortunately, orders could not be canceled at the store level either & that I would have to contact corporate for my refund. Seemed like a lot of work for $8.52 but I went ahead & made the call. The CSR I spoke to was also pleasant but had to ask me SEVERAL questions and upon gathering my information, said the problem would be escalated & I would receive a phone call regarding this refund. I took it one step further & contacted WC via Twitter, to which they said they’d escalate it also. The GM of the location (also very nice, which I keep mentioning because this is NOT.a customer service issue) called me to verify card info with me. She called a couple of days later to ask if I had received my refund & I informed her I had not. It has now been 12 days since the day I accidentally placed that order and I STILL have not received my refund. I tried contacting via Twitter again but have ultimately been ignored. White Castle is, by far, my favorite local fast food restaurant and I order from there OFTEN, but I’m having trouble understanding why it’s been SO difficult getting an $8.52 refund. It should not be this difficult nor take this longBusiness Response
Date: 07/05/2022
Hi! Her refund went through today. She has been refunded the amount of $8.52.
If we can help in any other way, please let us know.
Sincerely, **** ********
Customer Answer
Date: 07/06/2022
I accept the business's response to resolve this complaint. And once again, want to reiterate that everyone I dealt with was pleasant and friendly and although. I truly believe this was an app development / corporate issue and will continue to frequent my local White Castle stores. Thank you,
******* *******
Initial Complaint
Date:05/20/2022
Type: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.
The White Castle on 1100 West Golf Road in Hoffman Estates, 60169 is staffed with employees that could care less about there customers. The wait times for the drive thru are well over 20 minutes and that’s just to get your order taken! When the staff finally does come to take your order over the intercom it’s then another 20 minute wait to receive your food. The staff is heard in the background over the intercom laughing at the customers frustration with the absurd wait times. Once your food is received it is still undercooked or over cooked with opened sauce packets to top of the horrible experience. This franchise needs to be better staffed or shut down immediately!Business Response
Date: 05/20/2022
Good Morning...... we have forwarded the complaint above to the General Manager and District Supervisor of Castle #48 in Chicago. They will follow-up with ***** ****** as soon as possible.
Thank you, **** ********
Initial Complaint
Date:05/04/2022
Type: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.
The White Castle location at 642 Broadway Newark, Nj is infested with roaches and mice. I’ve personally witnessed this at my visits to the White Castle and it has gotten out of hand to the point that these critters are seen frequently in the lobby where customers eat.Business Response
Date: 05/06/2022
Thank you for the information regarding the customer complaint about Castle #28 in New Jersey.
We have forwarded the complete message to our District Supervisor and Regional RDRO for that Castle. We will respond to his complaint and let you know how it will be resolved.
Sincerely, **** ********* Corp Relations Administrator
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