Whataburger - Unit 754, Roanoke, TX

Let me start by saying I am a fan of your food, I regularly dine at

various Whataburger's 3-5 times a week along my daily commute to

Dallas. Last night I had my first BAD experience at one of your

stores. This is going to be a bit of a book… I pulled up to the

drive-thru(Unit 754, on 11/15/06 at around 7:15pm) with one car at the

order speaker and several in front around the corner of the building.

The individual in front of me was just sitting there presumably

already ordered. In about 3-5 minutes the line moved forward one car

length allowing me to pull up to the intercom. After about 45 seconds

of silence I said "hello?" My response was a male voice "Yeah……..what

can I get ya…?" followed by muffled female giggles. I placed my

order. My response was silence. After a very long pause(30-45

seconds) I finally asked "Did you get all of that?" Abruptly the

response was "Yeah, pull around…" followed by more giggles. As the

line had not moved, I sat in place for about another 5 minutes until

the cars finally moved. After an additional 10 minutes elapsed, I am

now the next car in line for the service window. The car in front of

me pays in cash immediately…then waits an additional 3-5 minutes for

his food to be delivered. He starts to pull away, and then slams on

the brakes. He leans his head out the window…no one comes to him.

So, he reaches out to knock on the window, the cashier leans out

briefly converses then takes his bag and disappears, returns about 30

seconds later and returns the bag. After an extended pause the driver

pulls away. I pull up to the window. Inside, the cashier( a male

teen) is conversing with a young female co-worker, and tilting his

head back in laughter. After about 30-45secs she walks off and he

reaches out to take my payment. As he is attempting to finish my

transaction the female returns to playfully hit him in the head. He

feigns to chase and yells something after her as she retreats, both

laughing. The cashier takes another order over his headset, and then

leans out the window to return my credit card. He stops in the motion

of handing it to me…gets a confused look on his face and decides to

confirm what I ordered. Thankfully, since I already paid…he was

correct. About 3 more minutes pass, then a new female worker appears

to hand me my food. The food is summarily handed to me without

comment or a "thank-you" or anything. I check to make sure it s all

there, it is. But, I am still without my drink. The window is still

ajar so I try to get the female's attention, but she and the cashier

are already in what seems to be amused conversation. After a few more

seconds the female leaves, and the cashier begins to take another

order, ignoring the fact that I am still sitting there. A male

co-worker(teen with glasses) bursts from around the corner near the

cashier laughing, and slaps the cashier on the shoulder exchanging

something apparently very funny. As the employee with the glasses

turns to leave he and I make eye-contact…So, I signal to him, and I

mime a drink. What happens next is the straw that broke the camels

back with me, and results in me deciding to send this e-mail. Instead

of informing the cashier I need something…he gets a 'smart-ass' look

on his face and apes my actions, very clearly intending to mock me.

I am shocked at the display. Still maintaining eye contact with me he

laughs at me, and then he turns and leaves. The cashier finishes his

order…then finally notices me still sitting there. "Yeah??" was his

response. Somehow managing to keep my composure I inform him I am

still without my drink. He retrieves my drink, and I finally pull

away. After sitting in line for near 30 minutes…for what appears to

be for no better reason than the ineptitude or the complete disregard

of a bunch of 'snot-nosed' teens playing 'grab-ass' I am more than a

bit upset. As, an early 30s professional, I am not that much older

than these kids, and it wasn't too long ago that I was in a customer

service position myself. I would never have performed my job,

especially in a customer-facing position, with the lackadaisical

attitude and blatant disregard for common courtesy as I witnessed from

multiple employees at this store. I hope that the manager of these

'cut-ups' is put to task for allowing the display that all of us in

line last night were forced to endure. At the very least I will not

dine again at that location(Unit 754). I hope that my experience is

not indicative of a looser standard that I can expect to see from

Whataburger company-wide. I have always been a big fan of

Whataburger's food and service. I hope that this letter reaches the

hands of someone who sincerely values the opinion of regular

clientele, and can ensure that this awful experience will be an

isolated incident.