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Placed order thru app. Paid. Order to be ready at 1:35. I arrived with three people in line , at the counter. I thought it would be easier to grab and go rather than sit in the drive thru. There was one employee manning the grill, fryer, drink station , drive thru and walking. We could not see her mike and thought she was ignoring us as she would not answer us. One person left. So would I but my order was paid for. Two more came in but also left. By the time she acknowledged me she said the order did not show up on her computer. It’s now 2:00. Forty five min after the order was place and 30 min. After I arrived. I had to show the order confirmation. To which she responded “that don’t mean a thing” it’s not on my computer. Read me the order. And I’m being polite in my reiteration if the service. I understand the frustration but don’t dish it to your customers because employees didn’t show up. App is being removed. I’ll never eat a White Castle ever again.

Placed order on the app, paid via Apple Pay and then set pickup time for the 15min+ minimum. Arrived just on time and was then told my order did not show up on their system. I had the order number and also verified Apple Pay had hit my credit card, I saw the pending charge. After several mins at the window, was told to come inside to wait for my order to show up. I asked if they could pull up the order somehow some way since I already have a order number. They said it’s not possible and had to wait for the system to pop up the order on their end. This seems like a very inefficient system. They said they had no way to pull up an order and must wait. After 30mins, still nothing and then that’s when they said there nothing they can do and have to call corporate to see what they can do but unfortunately they said corporate is closed. That seems rather inefficient... So White Castle seems to have a very legacy system and upper management doesn’t trust their stores to handle cases such as these on their own? All that or this store staff doesn’t know what they’re doing. After all this, I ended up just leaving the store, got food elsewhere and will be disputing the charge on my credit card.

I gave this app a 1 star because I was forced to. 99% of the Tim, the app does not work at White Castle locations and the employees are aware of this, therefore you’ll ever be able to use the app coupons in the drive thru. I was told by 2 employees (at 2 different locations) they believe White Castle interferes with the internet/connection to avoid you using the app/coupons. If you’re able to get the app up, you’re going to wait in the drive they for longer than 15 minutes, so again you can’t use the coupon because it’s not available for another 7 days, after it’s generated. I’m currently in the drive thru and one car is ahead of me at the window. My order is not taken u til the car at the window has ordered AND have received their food. This is why the coupon times out. I’m sitting for over 11 minutes now.