Wendy's — Restaurant in Decatur

Edit: We went back for the first time since this review was written a year ago and nothing has improved. We went inside this time (because we're no longer in the middle of a global pandemic). They had a terrible time taking orders. As we stepped up to the register, the cashier stepped away to help fill some orders. Then there were three people standing at the counter trying to figure out orders and nobody was taking orders. After waiting a considerable length of time, I pulled my phone out and was able to put in my whole family's orders before any worker even acknowledged us. When we finally got the food about half of it was wrong. I'll not be back for a long time. How is this location still in business??

Why on earth would one not be able to pick up a mobile order in the drive thru?? There's a reason I ordered on the app and went thru the drive thru (as the app instructed). I do not want to go inside. If I wanted to be around a bunch of people wearing their masks improperly, I'd go in to order in the first place. I get told at the drive thru speaker that I need to come inside to pick up my order. I went inside and asked to speak to a manager. I believe his name was Chris, and he assured me that I was only mad because I didn't know the policy and next time I would know. Except there will not be a next time. I'm not going back to a place that gets my order incorrect more often than not and then doesn't even let me pick up my food in the way their own app instructed me to, then acts like it's my fault that I "didn't know." They have somehow figured out how to do mobile orders through the drive thru during the hours that the lobby is closed. It shouldn't be that hard to use that system...

I went through the Wendy's drive thru at this Pershing Road, Decatur, IL location. Before I comment on my last night's experience there, I have to say that many times before, at about 7:00 p.m and 9: p.m. even on a Friday or Saturday night, the place was closed! I could see people in the store, but they weren't taking any drive thru orders. And their doors were locked. Their sign was turned off! This was more than once. Five or 6 times, at least. Last night, a Saturday night, I went through the drive thru. Ordered a couple of Jr. Bacon Cheeseburgers. And a large order of their French Fries. If you remember, Wendy's recent commercials said theirs were much better than McDonald's French fries. I paid for my order. Got handed my bag and drinks from 3 different young people, all who were excellent and polite. The older lady who handed me my expensive large order of their French Fries, got annoyed with me because I asked if I could have a LOT of ketchup for my French Fries. She shot me a dirty look. Snatched my bag back, and gave me a whole 3 measly packets of ketchup for an expensive large order of Fries I paid for. The French Fries were cold. And with 3 little packets of ketchup this older woman with an attitude gave me, I'd like to see her try to choke down cold, dry French Fries without ketchup. I'm a senior citizen about her age, and didn't appreciate her rolling her eyes as she snatched my bag out of my hand, and dropped a measly 3 packets of ketchup in my bag and threw it back to me. Obviously annoyed by my request. I might order sandwiches or salads at Wendy's, but will be going next door to McDonald's to buy my French Fries from now on. McDonald's French fries are much...

My crew of volunteers came into Wendy’s after a long and exhausting event in a local correctional facility. We saw the line and hesitated to order thinking it was going to take too long and we had a 5 hour drive ahead of us. But when the manager, Stacey (or Tracy, there was so much bustle I might’ve misheard her when I asked her name) came to the register, that line moved FAST. I’ve gotta be honest: I’ve never had such competent, friendly, efficient customer service in a fast food restaurant ever. Stacey was hands-down the best at her job that I’ve met. The line was long and they were short-staffed and her crew constantly needed her. Yet she rang everyone of us in, made alterations to orders, assembled our orders, made sure we had everything we needed, joked with us, remembered our names, and had us out the door in half the time that twice the staff have ever done.

I don’t know how she does it, but she should be both commended and rewarded. Having worked in food service and hospitality for years before managing a non-profit, I was extremely impressed with her ability to stay cool, offer great service, multi-task, and do the work of 5 people under a lot of pressure. Me and my team just the day before had been lamenting the state of customer service in America. So when we met Stacey, we were blown away. Every one of our team commented to me on her service. So, please let her know how appreciated she is and make sure she’s recognized for all her efforts. You don’t want to lose her!! Way to go, Stacey! Keep up the amazing effort and attitude! We appreciate you, signed the...