Wendy's Customer Service Issues

I ordered number $24.02 from store [redacted] at Wendy's. I had a terrible experience last night, 3/7/22, while using the Wendy's mobile app. The service was delayed, and it took nearly an hour for anyone to acknowledge my order. As the order was for my children, I was upset about the delay because Wendy's starts preparing the food once the order is placed on the app. DoorDash should assign a driver, but in my city, they are slow in doing so. The delivery time was constantly updating, and after two hours of waiting, the food arrived cold. Unfortunately, Wendy's wouldn't answer when I called to complain about the incorrect and cold food. I am requesting the following: 1. Full refund of $24.02 credited to my Wendy's account immediately due to the unacceptable food quality. 2. Maximum courtesy/apology credits in my account promptly for the poor delivery experience caused by DoorDash. 3. Promotional code or coupon worth at least $24.02 credited to my account right away as compensation for the expired food and lack of response to my calls.

I recently visited store #[redacted]5 in Oklahoma City, Oklahoma and ordered a 4 for $4 with a Jr. Bacon Cheeseburger. However, upon unwrapping my sandwich, I was disappointed. The bacon looked like scraps and the burger was much smaller than ones I've had before, appearing overcooked and left on the grill to keep warm. When I showed the server, she explained they had run out of small buns and used a regular bun, but my concern was the burger's quality and presentation. I only ate part of it as it was not enjoyable. I have photos on my phone; please reach out via email if you'd like to see them. Best, P.S. [redacted]

It's nice to be able to share a concern over the phone. As a 75-year-old, I recently purchased a family-sized Wendy's chili and enjoyed it for a few days on a limited income. I usually enjoy counting the chunks of burger and beans, but this morning, my container had only 7 white beans and 4.5 red beans with no burger chunks. This seems to be a common occurrence with most family-sized orders. Additionally, I've noticed that Wendy's doesn't toast their buns, unlike other burger chains like McDonald's and Burger King. Even though I've raised this issue multiple times, the buns are never toasted. It would be great if Wendy's could address these concerns. Thank you. - JL

I noticed a homeless man at the Wendy's in North Lauderdale, FL today. I made the staff aware and suggested they ask him to leave. If he refuses, they should contact the police for a trespass warning. In my experience as a security officer in Broward County, these individuals often return after being warned. They can be disruptive to customers and may resort to threatening behavior. Simply noting the issue in a book is not a sufficient response. Proper training for employees on handling these situations promptly is crucial to avoid potential lawsuits. It's essential to act immediately and not underestimate the impact this could have on the business.

Recently, I visited my local Wendy's with my grandchildren for a meal, a deviation from my usual drive-thru routine. To my dismay, the restaurant was extremely dirty. The restroom walls were smeared with feces, causing my granddaughter to be physically ill. Cleanliness in a restaurant, especially the bathroom, greatly impacts my perception, as it does for many. The air conditioning vents over the cash register were coated with black dust and mold, a clear sign of neglect. As someone with over 40 years of experience in the restaurant industry, I always ensured my establishments passed inspections. The lack of cleanliness at this Wendy's location on 11th Avenue and Loucks Road in York, PA, is appalling. I vow never to return, and I believe the owner should be deeply ashamed of the conditions.

I placed an order through Wendy's last night around 9:00 p.m. via their website. After receiving a confirmation, the delivery status screen did not update for over an hour, causing concern. I contacted Doordash customer service, who reassured me a driver was assigned but couldn't provide their contact information until the driver checked in. Wendy's had charged me but not processed the order to Doordash. After multiple calls and holds, a driver was finally assigned. The process took longer than expected due to the delay in pushing the order through. Although it was past 10:00 p.m. and delivery service usually stops, Doordash found a driver in my area who was set to pick up the order and deliver it by 11:06 p.m. The representatives I spoke with on each call requested details for the case to ensure the issue was documented.

Subject: Displeased with Customer Service at Wendys Dear Customer Service, I am writing to express my dissatisfaction with the service I received at your Sta. Lucia East Grand Mall Marcos Highway Cainta, Rizal Branch today, March 29, [redacted], at 12:30 PM. Despite attempting to address the issue with the uncooked and raw parts in the spicy chicken that I ordered, I was met with subpar responses from the manager. I have photographic evidence of the quality concerns I encountered. Upon requesting a replacement, the manager's dismissive attitude and lack of apology were disheartening. The replacement chicken provided also showed inadequate cooking, further disappointing me. Instead of addressing the issue professionally, the manager displayed an unapologetic demeanor. I urge Wendys to take corrective action in response to this incident. Effective customer service should prioritize listening to feedback and offering sincere apologies when mistakes occur. I hope this matter will be addressed promptly to ensure a better customer experience in the future. Sincerely, Engr. Elvien Mart B. Carlos

Last night, I received an incomplete order from the New Haven Whalley Avenue location through DoorDash. My order, which included a hot honey spicy chicken sandwich with blue cheese and fried onions, large Baconator fries, 2 6-piece spicy nuggets with hot honey sauce, a large Coke Zero, and a large vanilla Frosty, was delivered cold with missing items like drinks, hot honey sauce, and fries. I am requesting a reorder for tonight due to the unsatisfactory delivery. It is urgent that this is resolved promptly as it is crucial to me. The restaurant staff did not respond to my calls last night, and this situation needs immediate attention to correct the errors in my order.

I ordered takeout from my local Wendy's last Friday via the drive-thru. The total bill came to over $30. We are frequent customers of Wendy's, but this time, out of the four combo meals we ordered, two were incorrect and one had a hard, rubbery chicken sandwich with just wilted lettuce. The fries seemed old too. I've been trying to resolve this for four days now. I know how things should be as I previously worked on the fry station at Wendy's. I have called the General Manager three times with no response. When I called again today, they refused to provide contact information and the call got disconnected. I have the receipt and the charge was $30.57 on my debit card. The order number was #[redacted] from the Crestview, Florida store #[redacted]2 at 8:39 pm on April 1st. I am frustrated with the lack of resolution and hope to receive a corrected order soon, even if it means paying for delivery.

On April 6, [redacted], at 6:10 PM, I made a mobile order to dine in at the Wendy’s located at [redacted] E 5th Ave in Columbus, Ohio. Walking about four blocks to the restaurant, I found the doors locked without any prior notice. Upon trying to gain entry, an employee let another customer in but responded to me with an offensive gesture. I then joined the drive-thru line to collect my order and address the issue. When I reached the payment window, I calmly explained the situation to the uninterested employee. However, she questioned my lack of a vehicle for the drive-thru service and replied rudely, denying me my paid order. In all my 47 years, I have never experienced such disrespect from a business. I am deeply upset by the behavior of the young female employees and their lack of basic customer service etiquette. I have attempted to contact Wendy's through their website multiple times from 7 PM to 5 AM without receiving any response.

I spoke with a representative yesterday about my delivery issues on March 18th and March 31st. The orders arrived over two hours late and were left waiting to be picked up by the delivery company, which posed health risks as they should have been remade or discarded. Despite contacting the store, the matter was not resolved. The agent mentioned needing approval to credit my account due to the payment card being invalid. I requested in-app credits for both orders, which required approval. She assured me it would be done yesterday, but it remains unresolved today. I urge prompt action to issue my credits as I feel let down after this ordeal. The incorrect order with spicy ingredients was especially concerning, given my son's severe food allergies. This situation should be handled promptly to avoid risking lives due to negligence.

I have filed complaints about two delivery orders I made online on March 18 and March 31 because they arrived over two hours late, resulting in cold and unacceptable food. Despite requesting a replacement and calling yesterday to get approval for in-app credits, I have yet to receive a response. One of the sandwiches had a special grill due to my son's allergy, and although it was supposed to be plain, extra sauce was added, which was concerning. These two orders cost a total of about $80, and I urgently need the credits as the account used for payment is no longer valid. I have followed up at least six times, and the delay has made me feel like I have been taken advantage of.

I placed an order for a fish sandwich through the mobile app with Order #[redacted]76, and my husband picked it up at the Ocoee, Florida (West Road) location at 11:27am (store #[redacted]). They told him at the drive-thru that they were out of fish sandwiches. He called them to change the order to a spicy chicken sandwich with everything plus onions, pickles, and ranch sauce. When we got home, we found the chicken sandwich had tartar sauce but was missing lettuce, tomato, and other standard toppings. The sandwich was not edible as tartar sauce doesn't go with chicken. I am very disappointed and want a refund. This was my last visit to that location as my orders always get mixed up. The store doesn't allow eating in, and when I tried to reach the manager, I was met with an unpleasant attitude. I also waited on hold for 45 minutes on the [redacted] Wendy's customer care line but got no response. When I tried to email Customer Care on the website, I received an error message. The store and chain, which used to be good, are no longer worth my patronage.

I arrived at 10:25 and waited for about three minutes for the person I was meeting to order breakfast. After waiting for another minute, around 10:29, the staff informed me that breakfast service had ended. I requested to speak with a manager, and they directed me to the window. Realizing there was no time to order breakfast, I went inside and a confrontation ensued. This was a unique and unpleasant experience for me at a restaurant.

I visited Wendy's at the 4th Street South address and ordered a Biggie Bag. At the window, I handed the manager three paper dollars and $2.35 in change. She immediately threw my change on the counter, complaining about having to count it. When asked her name (Polly), she rudely tried to give me my order, still complaining about the change. I advised her on closing the window next time, to which she responded with more rudeness. She eventually took back my money, counted it, and gave it back to me. She threatened to call the police, who confirmed her behavior was unacceptable and suggested I report her to corporate. I was upset during this ordeal and would appreciate a callback regarding this incident. It was a distressing experience, and I believe this manager should be terminated. Thank you.

I visited Wendy's in Illinois at the location on Irving Park and Sutton (19 and 59) around 5:16 p.m. yesterday. I ordered 2 singles with cheese but had to wait for them by the garbage can, which took about 10 minutes. Despite asking for a receipt, it wasn't provided, and the burgers weren't warm either. This has been the second time I've encountered issues at this Wendy's branch. My husband and I were disappointed as we expected hot food after the wait. Although I usually enjoy their burgers, this experience left me feeling aggravated. The Wendy's in Elgin is great in comparison. I believe I deserve a complimentary meal for this inconvenience, especially since I couldn't complete the survey due to not receiving a receipt. The incident happened around 5:15 p.m. on Monday, April 25, [redacted]. - Rose B.

I visited the Wendy's on Chef Menteur Hwy in New Orleans, LA, with my husband. We went through the drive-thru and ordered a double combo with a chocolate frosty, a fish combo with a coke, and a small hamburger for my dog. The total was $28. When we checked the bags, we realized the small hamburger was missing. The staff member said it wasn't on the receipt and charged an additional $2.50. My fish was hot but the bun was cold, missing mayo, and had only one small onion ring instead of extra onions. I noticed a sign saying the dining room was open, so I tried to go in for mayo, but the doors were locked. I called customer service, waited 37 minutes, gave my details, was told a manager would call back, but it's been over a week with no response. Now I'm on hold again for 23 minutes and counting. I paid with cash and am unsure about the charges.

I visited Wendy's in Greenacres, Spokane, Washington, and ordered the 4 for $4.00 deal. The drive-through service was excellent. However, when I received my order, the Jr. Cheeseburger was cold with a wrinkly bun. Even the chicken nuggets were not hot. After returning to Wendy's, the second batch was slightly better; the fries were hot, but the Jr. Cheeseburger and chicken nuggets were still not warm. The chicken nuggets were also missing one piece this time. It's disappointing as this is the first time we've experienced such poor food quality at Wendy's, but we appreciate the good customer service. Thank you for your attention to this matter. - M. D.

Yesterday evening, I placed an order at the Wendys drive-thru on Susquehanna Blvd. in Hazleton (Hazle Twp) PA. I got a biggie bag and a salad, but unfortunately, the double stack was cold, and there were very few fries. The service was also disappointing. The server at the window had long nails, handed me the food without looking, and walked away without a word. When I tried to get her attention, she scowled at me. I suggested she smile, and she replied that she chose not to because of a long day. When I called to speak with the manager, she claimed to be the manager and refused to refund me for the biggie bag. She even mentioned knowing me and that I have a dog. This whole experience was unacceptable. I will not be returning to that Wendys location and will advise my friends to do the same. If she is truly the manager, her behavior is setting a negative example for her staff.

Yesterday, I visited Broadway Saugus at 5 pm via the drive-thru. I placed an order, paid the cashier, and received my food. Upon returning home, my grandson found the food to be spicier than expected. Upon inspection, the order was missing 3 nuggets and my double cheeseburger was dried out. I attempted to contact the restaurant via [redacted] several times but had no luck. When I called [redacted], I was directed back to the previous number. This experience was disappointing, especially compared to past positive experiences at Wendy's. I was not provided with a receipt, making it challenging to provide specific details for my complaint. It's important to me to share my feedback, even after undergoing heart surgery, as I believe in honest communication.