Wendy's — Restaurant in Crossville

I am writing to express my extreme disappointment with the customer service my wife and I received during our recent lunch visit to the Wendy's located on Main Street in Crossville. Upon entering the restaurant, we observed the general manager updating what appeared to be a new lunch menu on the signs. Despite this, as we stood at the register, we were not greeted by anyone. The general manager eventually called over another manager, Mike, to take our order. As we began to order our lunch, Mike abruptly stopped us mid-sentence, stating that we would have to wait five minutes as they were still serving breakfast. While we understood the need to switch over, especially with a new menu potentially being implemented, the lack of acknowledgment while we waited was still noticeable. We waited patiently for what turned out to be closer to 10-15 minutes, standing by the register, without anyone acknowledging us or taking our order. Finally, Mike returned and asked what we wanted. My wife and I both ordered the Baconator meal and politely requested that they be made "hamburger style," which, as my wife knows from her previous experience as a Wendy's general manager, is a simple button that adds lettuce, onions, and tomatoes without an extra charge. Mike completely disregarded our request and suggested we order a different sandwich. We reiterated our desire for the hamburger-style Baconator and asked him to look for the correct button. Instead, he opted to add the lettuce, onions, and tomatoes individually, which would have resulted in an upcharge. When my wife attempted to explain to Mike how to use the "hamburger style" button, he eventually found it but then claimed that pressing it deleted the previously entered items. Instead of simply correcting the order, Mike made a remarkably rude and unprofessional comment, stating, "See if you would have just let me do it my way, it wouldn't have deleted the additional toppings." Mike's attitude and lack of customer service skills were appalling. He demonstrated a complete lack of patience and provided a truly sour experience, which is a shame considering the general friendliness of the Crossville community. We ultimately left the Wendy's and went to the Dairy Queen down the road, where we received excellent and courteous service. Moving forward, I will be taking my business elsewhere. Mike desperately needs training on how to interact respectfully and effectively with customers. This experience has left a very negative impression of this...

This was not my first time at a Wendy's, so I have good benchmark of what is standard and what is not. The sandwich that I received had a hard bottom bun (think sitting on the heating pad for too long type of hard). My request for this to be rectified was cordial. A second sandwich was delivered with a hard bottom bun. They claimed it was because the bun was toasted. Again, not my first rodeo, so this excuse didn't fly. My daughter's burger had a patty that looked like 1/3 of the patty had been ripped off. They claimed this was the typical shape and size of the patties. After this incident and taking more time dealing with the cashier, I noticed she had some type of rash or fungus along her fingernail and she wasn't wearing gloves. At this point I asked for a refund which they denied. I was willing to pay for the small fry and small frosty that my kid ate (ya know, because I'm reasonable), but we consumed nothing else. AJ, the general manager, said they would not give a refund and then I asked if he knew what a chargeback from the credit card company was. He said, "that's fine, you can do that", which is strange because the chargeback fee will cost them way more than the refund would have been. Bathroom was closed off from use with a cone and caution-like tape. Very dirty inside. Again, all was polite and civil until they refused the reasonable request of a refund. We are in a world of increased prices, lower quality, and apathy. Save your money for a business that provides good customer service, or at least is able to provide a passable item that they...

I normally don’t write reviews especially negative ones, but this is the 3rd or 4th time I’ve been to this establishment, the manager is incredibly rude, and cannot handle lunch hour. I had 4 To-go orders, 3 of the 4 were messed up but I was still doing my best to be patient. When I ordered my 4th order I was told the rewards cannot be scanned in because their scanner has been broken for a while, and then I get stared at like I’m stupid. So then I said I’d just pay for it. When I was handed my order the add on I said I’d pay for wasn’t in the bag so I said it was missing the manager then proceeded to tell me I didn’t order this item? I explained once again that when I ordered it I’d pay for it since my rewards couldn’t be scanned in. This man looked at me and said I’m not gonna stand here and argue with you and walked away? Who was arguing? Not me, just because a manager can’t calm down and listen to the customers order is not my fault and this is a consistent issue. I walked out, the manager proceeded to follow me into the parking lot, at this point I was upset, he then hollered and said he was making my item that I asked for and I told him to shove it up his ass, because at this point it was ridiculous. He then told me not to come back. Trust me I won’t be back to this establishment. it’s workers are rude, never smile, and can’t get their...