Wendys — Restaurant in Cleveland

Food and staff is always awesome

I tried making a new review but couldnt, So last Friday I worked a double and got home didnt feel like cooking so everyone decided Wendy's. I seen that I can order on phone so I put an order in at 11pm. Hour before they closed. I paid online by credit card. Everything seemed good I gave them 10mins and went up there. Had to wait in drive thru 15min. 3 people in front and 3 behind me. The ones behind me gave up and left. I finally get to the speaker and tell them I have a mobile order he said he had two of them and when I gave him my name he had said something about the frosty machine and I said well it says I had already paid for everything so he told me to pull around to the window and the manager came up there and she looked awful and talked awful and said all the frosty machines are down can't get you the cookie Sundaes to go with your order and I said okay well it says paid for she said well I can pay you back the money for that and I said it's fine I'll get them another day and then the cook who was working was flipping out saying that its ridiculous people putting in last minute orders in drive thru(they didnt even have it started). Then the cook said there was no avocado for the avocado chicken sandwich and the manager said well we could give you the sandwich without the avocado I said well that was the main reason why I got the avocado chicken sandwich so I told her well can I replace it with another four for four and she said huh it'll be a different price I said yeah it's going to be a different price when you take the sundaes off too, I said just forget it just take the whole thing off so she did and then the original drive-thru guy he was really nice he offered to give me cookies and I said no thank you and he felt really bad he ended up giving us a free nugget and a free fry he almost forgot our drinks til I reminded him and we got our order and was on her way I made it back home at 12:10 but I did get the refund on the sundaes and the chicken sandwich meal. That location never has done that before they've always been awesome so I don't know what was going...

I seriously don’t know what it is with the one girl who worked the window today, but I said my order slow and repeated myself four+ times- as she asked me too. And she still managed to get my order wrong, tried handing me the wrong thing not once but twice and I had to correct her.

I said, a biggie bag, large sprite, BBQ sauce. And then a ten piece regular, not spicy, nugget with it. I repeated it for her, repeated again as she asked, and verified on the screen with her. She ended up ringing it as that, but made the ten piece a four piece and after having said the order four times I just accepted the four and didn’t even bother correcting again. Then at the window she tries giving me a small sprite, and when I said I ordered and paid for a large, she handed me a medium and so I said “this is a large?” And she tries to play it off as “oh I mean I can give you a large”… I would hope you would considered that’s what I paid for???? Then when sorting my food goes: did you want spicy nuggets? Otherwise it’ll be a wait for your four piece. I politely said no as I had specified four times already I just wanted regular.. and happily pulled forward to wait I then proceeded to wait ten minutes+ for the four nuggets to cook with nobody else in the line when I went. Then when I got my food the quality was good, but the fries being somehow a bit cold and with how they didn’t even make my sandwich how I wanted, I was just over it. Please correct your staff and if someone isn’t able to understand how to take an order, please re-train them or keep them off the window. I’ve worked customer service before and it’s not hard to be polite, listen and understand the person whose food you’re handling. This isn’t merchandise, it’s food. As for the time it took, some of us only have so long for a lunch break in the day and having an experience like this just ruins the day, I know cooking nuggets can take between 3-5min in the fryer but waiting 10+ for a four piece nugget is insane. I spent my entire lunch break just waiting...

This is not only the worst Wendy's I've ever been to, it's straight up one of the worst restaurants I've been to. I don't think I've ever waited less than 10 minutes in their drive-thru, doesn't matter how many cars there are in front of you, you're waiting. When you finally get to the speaker, chances are you'll have a weirdly long silence followed by either a gruff "hold on" or an equally gruff "order when you're ready." Genuinely, I don't think I've ever gotten a hello or any other greeting than one of those two.

On today's episode, after waiting 15 minutes to get to the speaker (there were three cars ahead of me before the speaker) I got the "order when you're ready" to which I responded that I had a mobile order. Then I got "hold on." Five minutes pass, I watch every car ahead of me leave. I am still holding on, for what I am unclear on. Cars are lining behind me around the building. I say hello, I ask if I should pull up, hello again, nothing. I see the window worker looking at me through the side window, seemingly confused by a situation she created. I decide to pull up to the window, the attendant then opens the window and asks "did you have the mobile order?" Thank god for context clues.

I then waited 5 minutes at the window, watching a manager with no mask on work the line and make the food that I had ordered 20 minutes ago. That really made me feel safe and that my food was in good hands, if the rest of the experience hadn't already been so reassuring. The rest of this review has been obscenely negative so here's a little bit of positivity, the window worker told me to have a nice day! That's actually a first for this place! I'm not sure I can leave 0 stars, so consider this your one star.

PS: They forgot my frosty that I used rewards points for so thanks for...