Wendy's — Restaurant in Hamilton

Around 12:10 AM, I visited the drive-through and made my order. I mentioned to the order taker that during my last visit, I received cold food, and I wanted to ensure my food was hot this time. She assured me, “We’re busy, but the food is hot.” I replied that it was fine and placed my order: a number six spicy sandwich with only mayonnaise and ketchup, plus an extra sandwich prepared the same way. The time between placing my order and reaching the window was reasonable.

When I received my food, I checked it immediately. The fries were cold, so I handed them back and said, “These are cold.” The staff member touched the fries with his hand and said, “They’re hot; you can eat them.” I disagreed and left the fries with him, visibly upset.

When I later looked at my sandwiches, I found they had lettuce, tomato, and pickles—ingredients I specifically didn’t want. Frustrated, I turned back to the drive-through and explained the mistake. The young woman taking the orders responded, “Well, nobody heard you. We all have headsets on.” I asked her if she was accusing me of lying, and she said, “We didn’t hear it.” I explained that this was their issue, not mine.

I mentioned that I avoid pickles for medical reasons but felt forced to justify my preferences unnecessarily. Another employee then approached and questioned why I had left earlier. I told him it was because he touched my fries and insisted they were hot, which was inappropriate, and because my order was wrong. He began speaking in a different language before returning and asking again why I had left. When I repeated myself, he replied, “I’m deaf; I didn’t hear that.”

At this point, I told them their customer service was unacceptable. The staff seemed dismissive, unprofessional, and uninterested in resolving the issues.

For the second time, this location provided the worst experience I’ve had. I strongly recommend avoiding this place at night, as the crew on duty lacks professionalism and basic customer service skills. This experience compelled me to...

My partner on occasion orders me 2 jr. hamburgers with just lettuce & tomato from this location on his way home. I have an allergy to onions which he informs staff of when he orders.(I know because he has me on the phone through the car when he orders it.). If I touch it I will get terrible rashes & if ingested not only will I have the rashes, I will get violently ill & a tight, itchy throat.

The last few times he’s order for me however, including this evening, there has been onions on my burger, even after him double checking with staff to ensure they didn’t put onions on it. When this happens he usually will go back to get it corrected, but being so late & not realizing until he got home that one burger had onion on it & one didn’t, what should have been my late dinner, just ended up in the trash. I’ve made a complaint about this issue from this location on the receipt survey from a previous order asking to be contacted about it but never heard back. This time staff did not put the receipt in the bag, nor did they answer the phone when I called to try to sort & make them aware of the issue.

This is a dangerous thing that staff do not seem to take seriously. Had I eaten that burger I could have been on my way to the emergency room. Needless to say I will not be returning to this location. Please do better in instructing staff to listen to customers orders more carefully & the importance & liability issues connected...

This Wendy’s is supposed to close at MIDNIGHT. We arrived at 11:44 pm and sit waiting at the drive through ordering station for 5 minutes. we then pulled up to the window thinking maybe their headsets are broken and we will just order at the window. it’s 11:50 now and we are sitting at the pickup window. One employee walked by the window and IGNORED US. We thought maybe they had a little mishap and were getting back to work so we went back to the drive through but alas…WE HAVE BEEN SITTING AT THE WINDOW AND ITS NOW 11:58 PM. You may be wondering well why would you still sit there they are obviously not going to ask for your order now??? Yes that is true but WE KNOW THESE EMPLOYEES HAVE SEEN US-Me and my sister have LOCKED EYES with the same employee probably 3/4 times at this point. So now we are waiting until we see these employees leave the wendys…and we will sit here. It is currently 12:01 and still not even a polite “hey we’re closed” or even a harsh “gtfo”. 3 employees just came to the window and grabbed their jackets, locked the window and locked the cash box. I am absolutely astonished with the horrendous service that we experienced. If it’s one thing that the Employees of Wendy’s on Main St. in Hamilton have… it is the audacity. I wish I could give them a ZERO…but that’s not possible- so I...