For many years, Whataburger was considered the quintessential fast-food burger chain in Texas, known for its welcoming environment and round-the-clock service.
Opening its first location in Corpus Christi in 1950, the restaurant began by making burgers for 30 cents each.
Fast-forward to 2019, and Whataburger transitioned from its original family ownership to an investment firm based in Chicago, BDT Capital Partners. This firm also owns Weber grills and is a co-owner of Krispy Kreme.
Some folks are convinced the beloved Texas-based fast-food chain has gone downhill since then.
Outgoing CEO Ed Nelson, set to retire soon, insists that the sale hasn’t altered the company’s mission, and Whataburger continues to focus on food quality and customer service.
“I want to earn the right in every community to be their hometown burger, just like I am in Corpus Christi,” Nelson mentioned to The Washington Post.
The company states on its website that they “still use 100% pure, never-frozen beef and serve it on a big, toasted five-inch bun” and “WE’VE STUCK TO WHAT GOT US HERE.”
However, in a recent article by the Post, the outlet addressed the top customer complaint, highlighting a dissatisfied Whataburger patron who was frustrated with the wait time and incorrect order.
The article spotlighted a TikTok user, Jim Fitz from Haslet, who shared his frustration after a disastrous visit to a Fort Worth Whataburger.
“Don’t go to Whataburger anymore,” declared Fitz in his viral video in April 2023. “Ever since they got bought out, it’s been trash. Not only will they take forever to get your stuff, it’s going to be wrong.”
“There are more employees here than customers … I stayed in the drive-thru line for 15 minutes and got the completely wrong thing,” Fitz continued. “And I’ve been waiting another 10 to get it remade.”
Fitz elaborated to the Post about the unfortunate events that led to his video, including an incident where an employee drenched his daughter’s burger in ketchup after sending back an incorrect order.
“Whataburger is no longer Texas’ favorite fast-food joint,” said Fitz.
Like many customers, Fitz encountered a string of unfortunate events. Negative customer experiences about quality are not unique in the fast-food industry, but excessive wait time is a recurring issue for the chain.
Despite the bad buzz, Whataburger is thriving with over 1,070 locations and boasted its most profitable year in 2023, reported the Post. Loyal fans are still holding to the Texas-based chain.
Tracy Bess, the operating manager at Whataburger’s flagship restaurant in Corpus Cristi, San Antonio, has been with the company since 2015 and wants to set the record straight.
“There are a lot of rumors out there, but nothing ever changed,” Bess said, per the Post. “Our food was the same. As far as our product and the way we serve things, we never cut corners.”
Never cutting corners sounds great; however, reducing the wait time without sacrificing quality will be a balancing effort Whataburger must continue to address in order to keep fans coming to the drive-thru instead of driving past.