Wingstop — Restaurant in Cary

Some months back, while picking up a DoorDash order from this location a few months ago, I was instructed by staff to fill the customer’s drink for a delivery order. I politely declined and explained that filling drinks is not within the scope of delivery drivers’ responsibilities, and that it poses health code and liability concerns for both the restaurant and myself. The male employee ignored me and walked away.

At this point, one of the other male employees (appearing to be the manager on duty) stated that they did not have time to make the drink and claimed that “other drivers do it.” A female employee offered to prepare the drink, but the male employee stopped her and escalated the situation. He became belligerent, and aggressively approached me in a threatening manner after I pointed out to him the dismissive mannerism in which engaging me as opposed to actual listening to me. A female employee placed her hand on his chest to physically stop him from advancing further toward me. I calmly reiterated that the best practice is for the restaurant to confirm procedures directly with their corporate office and DoorDash. I also shared that I had previously addressed this type of issue with another restaurant, and DoorDash support had clarified it is never the driver’s responsibility to prepare drinks. I also showed him the writing responses from DoorDash regarding that situation. The male employee then took the order away from me, carried it to the back, and instructed me to cancel the order, again stating they “didn’t have time to make drinks.”

Actions Taken: • I immediately reported the incident to DoorDash support who reiterated Our responsibility is to pick up completed orders and deliver them to the customer — not to prepare or assemble food. • I also contacted Wingstop’s corporate customer service line, provided my name and phone number, and was later contacted by a corporate representative. • During that follow-up call, the representative confirmed that Wingstop’s official policy is that employees must prepare drinks for all delivery orders. She reiterated that it is not the responsibility of DoorDash drivers to handle or prepare drinks, in line with health code and liability concerns. I respectfully request that this incident be reviewed for both safety and policy compliance.

Key Points & Clarification of Responsibilities:

• Driver Role: DoorDash drivers are independent couriers. Our responsibility is to pick up completed orders and deliver them to the customer — not to prepare or assemble food. • Restaurant Role: Merchants and Restaurants are contractually obligated to fulfill all items in the order, including drinks. • Health & Liability: In many jurisdictions, it is against health code regulations for non-employees to handle food or beverage preparation. If a driver were to fill a drink and something went wrong (contamination, spills, wrong order), both the restaurant and driver could face liability. • DoorDash Policy: DoorDash explicitly advises drivers not to fill drinks under any circumstances. If a restaurant insists, drivers are instructed to refuse and report the issue to DoorDash support. • Exceptions: Some restaurants may provide sealed or pre-filled drinks, or occasionally hand an empty cup to the driver. However, it is never the driver’s responsibility to prepare the beverage. • The aggressive and threatening behavior of the male employee created a hostile and unsafe environment.

Recommendations: • Drivers should not be pressured or intimidated into performing tasks outside their scope of responsibility, and restaurant staff should receive clear guidance on corporate policy to prevent future conflicts. • For smoother operations, restaurants should ensure their staff are aware of this policy to avoid confusion and frustration at pickup. This protects the restaurant, the driver, and the customer while ensuring orders are delivered...

If I could give no stars I would . To call this experience a total disgrace would be in honor. So I pull into the parking lot at 10:02 PM after noticing that they only close at 11:00 PM . I go win and immediately the guy is hesitant to come to the counter. He immediately asked me are you placing an order (and he looks annoyed). Of course I said yes I’m placing an order and he immediately gives the cut signal with his hands at his throat saying he just took his last order is 10 minutes ago and unless we ordered already on the phone he could not help us . I’m looking at the door where it says that they close at 11 and he turns around and looks at the back of the cook and looks at the other girl that was working with him and she giggles and he said this is all I got I can’t help you sorry . In pure disbelief of what I’m hearing I get in the car . I proceeded to call about 15 minutes after they thought I left and I watched them ignore all the phone calls I was giving them so apparently they stop taking phone orders at 10 o’clock (because they want to go home) because when I walked in they already looked as if they were closed. If you close at 10 or you want to be out by 11 then maybe this location should consider changing their hours and not turning away paying customers when they have come within business hours . Completely unprofessional . If they do not want to come to work then maybe you should consider hiring employees that actually want to be there .I have taken pictures of the ordeal and I plan to go to corporate. There was also two more cars outside upset and dealt with the same thing drove all this way because they were supposed to be open and they were in fact close before they were...

This has truly been the worst experience I've ever had at a wingstop, and that is a tough feat. I placed my order at 6:00pm and was informed via the app and email that it would be a 16-21 minute wait. I entered the wingstop at 6:14pm and waited until 6:58pm to get my food. The girl at the front asked my name when I entered and I told her. She never told me if the order was ready or not, and ignored me while calling out names for the next 40 minutes. I stood right in front of the counter, so as not to be overlooked. Then, at 6:55, she finally asked me if I was waiting on an order (I never left my spot after initially telling her I was). She then saw my food on the shelf, where it sat for at least 25 minutes untouched. Nobody said my name or addressed me the entire time. My fries were soggy and completely cold. This was without doubt the worst experience I've ever had at any wingstop in the entire southeaster US, as I travel for work and enjoy the company's food. There can be no overstating how bad this experience was. They shut down orders and the kitchen staff were rude and yelling out to the girl to shut it down. I will never eat here again and will make sure to choose another location whenever I come to Raleigh. I tried to go back in and address the cold fries, and nobody would come to the front or acknowledge me. Truly...