Wendy's — Restaurant in Hamilton

I’m a health care worker, and then after work I’m off to my other job. I didn’t get to eat dinner but my job requires me to drive, I drove for 1 hour on a full bladder. I was hungry and really needed to use the bathroom. I decided I’d go to Wendy’s to get a burger and fries, but before ordering I decided I’d go use the bathroom since I was jumping up and down at this point. I flew into the Wendy’s straight towards the bathroom, a sign on the door advised that I need a key for entry. I went to the cashier and politely asked for the keys (while still jumping up and down) a lady in glasses, big eyes… Ethiopian or Somalian said: “no, washroom is for customers only you need to make a purchase” to which I replied “okay, I will but I really need to go first because I can’t even think, I’m about to pee your floors I really need to go can I please get the keys please and I’ll come back to place my order. I can’t concentrate right now and I’ll have to pay and I really can’t go in my bag to pay right now, I can’t hold it anymore. I’ve been working all day and travelled on a full bladder for 1 hour please!! Can I use the washroom ” I was still told NO. I couldn’t believe it. At this point I’m begging to use the washroom, I’m crying pleading because I didn’t have anywhere else to go, I didn’t know what else was in the area so I can just use the washroom. I asked for a manager she replied “I am the manager” so at this point I’m getting more loud. I said “you can see I came from work, I’m in my scrubs!” Another lady came from the back of the kitchen asking what’s going on? I said I really need to use the bathroom, I plan on buying food but I need to go use the bathroom first. Can I have the keys please!! Pleeeaassee!! She said “No, you have to make the purchase first that’s our policy” I said are you guys kidding me?! I scanned around the area to see where I could go and quickly ran out of Wendy’s to another store near by. I walked in and the men working at the store were kind enough to let me use their bathroom (they were right next door to the Wendy’s. I took out some money to thank them for being courteous and kind but they wouldn’t take it. I went back to the Wendy’s and said “You know, that was very inhumane of you. I planned to order a burger and fries but I had to go so bad I need to empty myself first and then place my order. We are all humans, if we have to use the washroom then you should be nice enough to allow me to use the washroom. So if someone was dying and needed water you’d refuse them water?!” she wasn’t listening to me she cut me off and started ranting about drug use in their bathroom. I said “excuse me! Don’t put me in that category, I’m my own person. I’m in my scrubs, I told you I just came from work and been driving on my bladder for an hour… I don’t care about what others are doing in your bathroom. You can look at me and see that Im not about to do drugs in your washroom. I don’t even do drugs!! She still was arguing with me telling me about The policy. I asked for her name and store number. She refused to give it to me. She said make a purchase and you can get that information on the receipt. My jaw dropped. I tried to get a picture of a receipt on the counter, she grabbed it up quickly. I said let me see the receipt because I need to report this to head office. Again she said, you need to make a purchase for that. I couldn’t believe what was taking place at this Wendy’s location. I go to Wendy’s!! I have the app. I’m a Wendy’s customer. Where is her kindness and compassion?! Where is her customer service skills?! Who hired her?! She seems like she’s out to get people. She’s very rude and she definitely does not represent Wendy’s values a OR philosophy when it comes to customer service. I was about to be a customer and give my money to a restaurant that truly doesn’t care about their customers. I took it as an insult when she assumed I’d be doing drugs in the washroom. I was in agonizing pain for about an hour after that from holding in my bladder, but I guess $8 is so much more...

Worst fast food experience of my life. My partner and I went through the drive thru placed our order, we noticed before pulling out of the lot that our wraps were missing, so we went back through the drive thru and told them our wraps were missing, the manager showed us our receipt and that we only ordered the one wrap. We said we ordered two but the whole point is we received zero it doesn’t matter if u only charged us for one we didn’t get one at all. So my boyfriend paid for another one, thinking that we were paying for the wrap that they didn’t hear Us order and then we open the bag to only one wrap. My partner then goes inside to say what’s going on? Where’s our other wrap? We have all our food but one singular wrap so the manager asked the staff if it was made and then she said that she had made it, maybe she did make it, maybe she ate it? Because we didn’t get It. She then told my partner that she would not give us our other wrap we didn’t receive because she knows she gave it to us. She then tells my partner to bring back all the food and we would get a refund. I stepped in and brought the food and the card that we used to purchase the food with inside the store. Brought it to the counter and was expecting a simple refund back on my card and that’d be the end of it. She then inspects the order I brought back to see if the wrap isn’t there, which wasn’t obviously. She then walks over a few mins later with cash and change, I said I paid on my card, I want my refund on my card. It was 57.11 so I wanted that kind of money back on my card. She said “we don’t do that here, every store has a different policy. We only do cash refunds here” which is absolutely insane to me. I then asked if she was manager to which she replied yes, I asked for her name which she refused to give me. I’d also like to add that a woman had stopped in, she asked if she could use the bathroom to get a spill off her shirt, they denied her access to the bathroom and insisted she pay for something. I manage a Dairy Queen, if I witnessed my staff treat our customers or even just a sweet woman that wants to use the restroom like this, I’d be rethinking my staff ASAP. This location is more focused on losing a single chicken wrap than customers? Sad. We weren’t given a single apology for the inconvenience. My partner worked at the Wendy’s on Queenston for years, he knows the owner Steven, we will...

This place doesn’t deserve even a 1 star. The customer service the other day was atrocious.

Should be wheel chair accessible for the bathroom however there is a dilemma there: there is NO BUTTON to press so that a wheel chair or a walker or stroller to get into it. So you have to push the heavy door with your hands at the same time as maneuvering your wheel chair or walker or stroller for that matter. There needs to be a button so that all abilities can get in and out safely.

The bathroom is also not kept well. No toilet paper. No soap in dispenser and it doesn’t seem like anyone looks at the conditions of it. We went on saturday morning.

We even ordered the baconator on biscuit, it came on a bun. We got the frostycino which is just an ice coffee with no frosty in it. The person at cash seemed nice but he was new on cash as he told me he is usually the cook. He had to ask the girl in drive thru for help alot and she looked bothered by the questions. I think they were EXTREMELY understaffed. (Note your bad days should never be on display when a customer is asking for help or lodging a complaint)

Even coming into the establishment there is no button to press to come into restaurant all they have is a key fob for employee. I feel bad for mom’s with strollers and people with physical challenges who plan to dine in and use the facilities. (Signs say it is wheel chair accessible and they have parking spots designated for challenged individuals)

My mother went to talk to the manager about the conditions of the rest room and lack of service she just ignored us and carried on what she was doing. Didn’t phase her when we said we are reporting it to head office. I was a former employee of Wendy's in Burlington we took complaints seriously and even dissatisfaction of food quality or other issues related to the establishment.

4 people after our issue came in from drive thru with wrong orders or missing items for orders or being charged for things they didn’t buy nor receive.

If management doesn’t care why work there? If you are understaffed do something about it. I hope others complained about this place. Customer service SHOULD...