How to get a free Whopper: Burger King launches new guarantee

Burger King says customers who receive a Whopper that doesn't meet expectations can now get more than a remake.

Under the fast-food chain's newly announced "Whopper Guarantee," guests can have an unsatisfactory Whopper remade on the spot and receive another free Whopper on a future visit. The initiative is part of a broader customer-service push launched after the company gathered feedback directly from customers across the country.

The new guarantee was announced July 20 as Burger King continues efforts to improve order accuracy, food quality and the overall guest experience. Company officials said thousands of customers responded after Burger King President Tom Curtis invited diners earlier this year to call or text him directly with suggestions and complaints.

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What is Burger King's Whopper Guarantee?

Burger King says if a Whopper doesn't meet a customer's expectations, the restaurant will remake it immediately. In addition, customers can receive a free Whopper to use on a future visit. The company said the guarantee is focused on ensuring guests receive their burger hot, accurate and made exactly as ordered.

"Guests expect to have it served hot, and exactly the way they ordered it," Burger King said in announcing the program. "If a Whopper doesn't meet a Guest's expectations, the brand will not only continue to remake it on the spot, but they'll offer the Guest's next Whopper for free."

How do you get a free Whopper?

According to details released by Burger King, eligible customers can scan a QR code found inside the Whopper packaging if they are dissatisfied with their order. The scan generates a redemption code that can be used to claim a free Whopper during a future visit.

The promotion is available at participating U.S. Burger King locations. Customers are generally limited to one redemption code per person and the offer applies to qualifying Whopper purchases. The promotion is scheduled to run through Aug. 31.

Why is Burger King making the change?

The Whopper Guarantee stems from customer feedback collected through Burger King's nationwide listening initiative. The company said diners repeatedly told executives they wanted greater confidence that orders would be prepared correctly and that restaurants would quickly resolve problems when they occur.

"When we asked Guests where we could do better, they gave us a lot of honest feedback, and now it's our responsibility to act on it," Curtis said in a statement announcing the changes.

"We're not going to get everything right every single time, but we're committed to listening intently and improving every day," Curtis added. "When Guests choose us, they expect high-quality food, orders made the way they asked, and a team that's there when they need us."

What are 'Your Way Champions'?

Alongside the new guarantee, Burger King is introducing a new restaurant leadership role known as the "Your Way Champion." The employees will serve as visible points of contact for customers, helping ensure orders are prepared correctly and addressing concerns during restaurant visits.

The company said the role is designed to put hospitality and customer service at the center of the restaurant experience while helping guests resolve problems more quickly.

Maria Francis is a Pennsylvania-based journalist covering trending and breaking topics across the Mid-Atlantic and Northeast regions for the USA TODAY Network.

This article originally appeared on NorthJersey.com: How to get a free Whopper: Burger King launches new guarantee