Wendy's — Restaurant in Avon

Go to any other Wendy's location and save yourself the pain.

Wendy's Store# 7815 10565 EAST US36 Avon, IN 46123 (Rockville Road location)

This poor Wendy's location gets a bad rap for one managers behavior, and unfortunately she is the person leading the team which is very scary for a business model.

I ordered the new pretzel Baconator combo and two six piece nuggets for my family on your "App" for "Dine In Service".

When I arrived I waited a minute until a polite young man came up to tell me they were out of pretzel buns for the "Pretzel Baconator Burger" combo which cost more than a regular Baconator with standard bun. I asked to change sandwiches because the pretzel bun was missing and would not be what was ordered.

After asking the employee; he asked the manager about the request to change sandwiches due to the missing bun that was ordered. Then the lady manager came to speak to me. Within two seconds into the conversation she came at me verbally from behind the counter like I did something wrong for this request when you are missing the correct ingredients for what was ordered.

The manager was very unpleasant and said I would have to take it up with doordash app but this was placed on their Wendys app as a Dine In Service. I informed her this was ordered on the Wendy’s App and that doorhash would have anything to do with this. Unacceptable behavior from a manager when all you had to do was substitute one sandwich for another.

The best part is I had to wait for 25 to 30 minutes after speaking with said manager at the front counter. They proceeded to forget about me and make anywhere from ten to twenty drive through orders in front of mine. Then I was asked what I had ordered and went over it with the a young man. If you are going to eat here you will want to go through the drive through since your car would be blocking the window and they would have to serve you in order to get your food.

I wish that someone would take a look at the video from this night as they would see a very patient customer standing at the counter for thirty minutes before being served. I was also given the incorrect order after waiting, but a young man helped correct this quickly. When I got to the table to give the food to my wife and five year old that were waiting the entire time were served Cold French Fries which are "Not Hot and Crispy" as advertised , but the rest of the food was okay minus the missing pretzel bun. After the long wait I not dare ask the front counter for fresh fries as the managers attitude was already very sour.

I was never given a copy of the receipt so that I could not give a survey. The wait time was 100% intentional on as the manager spoke with the other workers who were so polite. Other associates were pleasant and reasonable. And I received the wrong bag of food at first. The young gentleman helped correct that.

Best...

When you go to Wendy's you pretty much know what to expect as far as the quality of food and the atmosphere go. Having said that, the food and the atmosphere were just as good as they have ever been. However, what I REALLY want everyone to know is that the service was exceptional at this particular location and time of day. I'm not exactly sure what time it even was but I do know it was relatively late. So much so that I wasn't even sure the dining room was still open. However, upon entering the dining room the young lady who was the cashier greeted me with a smile and was very friendly and engaging. I placed my order and after I had placed my order she proceeded to go out of her way to let me know that it would be just a few extra minutes because they were making me a fresh batch of french fries rather than giving me the last serving from the previous batch which had been sitting in the warmer area for "a little while and I would rather you have some fresh fries" as she put it. I've been to this location before but it's been quite some time as I do not live on the west side of town. But honestly, I would almost rather drive all the way over to the west side of town from the far north side of town where I live (which is a 30-minute drive on a good day) just to visit this location as opposed to the location that is literally right across the street from my house because you never know if that location is even going to be open since they can't seem to find enough permanent staff to keep that...

This Wendy's has been going downhill for some time now. Last 3 times that I have ordered via the APP, I have chosen drive through. But I was told that I had to pick-up from inside. So I had to go inside to stand there to get my food. The first 2 times there were a lot of cars in line, so I didn't think anything of it as it was probably be faster for everyone. This last time I was the ONLY car in line and was still told that I had to go inside to pick up the food. I ask the counter staff why I had to come inside, they could only repeat that it was their policy.

I asked why the policy difference between the app and the store, I just got a blank stare. I repeated my question and stated that I wanted to know why the inconsistent customer service. The manager on duty appeared and told me that they changed their policy for all app orders as these usually required more time to customize the orders and they didn't want their drive up wait times to suffer.

I have been in customer service for almost 50 years and this only make sense to me if they were attempting to manipulate some performance tracker that benefits the staff/manager at the expense of the customer satisfaction. This is short sighted. As the service was not any better going inside. I ordered 3 beverages and i had to ask for drink carrier. Once I got home, found that the food order was filled incorrectly. So much for making the customer to go inside to make sure they had time to correctly...