Wendy's — Restaurant in Durango

I wish the lead off with a simple request. If a Wendy’s district manager for the four corners or at least someone that is over the Durango store is reading this review, please truly take heed to the following comment. If you at any point, feel that it is not close to what the average feedback is, please pitch it and view me as random deviation because at that point maybe I am needing to realize I may be the problem. However, if it does seem to make sense, do something about it if it is something that seems to be par for the course, but it doesn’t match the service score cards of your company, then do something about it.

My wife and I have lived in Durango for a year now. We have been looking forward to eating at Wendy’s being we have experienced quality service at locations throughout Texas and in other parts of Colorado. The person at the drive-through made it clear that she was frustrated with us saying “good afternoon”, “how are you doing”, “I’m sorry, ma’am I didn’t hear you let me turn my truck off”, and “thank you but no, that’s not what I said”. We were as polite as we could be and I don’t believe over the top. It got to the point where we answered her closed end questions with yes or no answers and cut our order in half at that point, just to minimize the frustration and the possibility of there being a train wreck in terms of the outcome of the quality of the food because the service was already subpar. We then advanced to the window and the man stood with a dead stare and then said “where is your credit card your credit card”. I asked him if he’s having a good day and he said “no”. I asked him if he was a manager he said “no” all while glaring at us like he was going take a swing. I asked if I could speak to the manager. He then answered with a string of words… “You were just talking to her”. i asked him to please bring her to the window. The young lady that I had spoke with appeared with eyes that were glazed over almost like she had been crying or had extreme allergies .I told her that I wanted to give some feedback that related to service which included hers. I told her I thought that she was at least getting the order taken and maybe she was wanting to advance the line but other than that the Service was extremely poor. i then mentioned to her that we exoerienced extremely poor and almost scary feedback from the person I had just spoke with at the window. She said I’m sorry about that and smiled with a Iwish I wasn’t here and I wish I could please you look on her face.That’s very subjective but that’s what my take away was. i asked her to please pass on my feedback and to have a safe and blessed day. We got home and the $17 for two double meat hamburgers were single meat and the skin of the tomato and onion is all that you could visualize , but the discolored bun was pink from the tomato. The piece of bacon was the size and the thickness of a Band-Aid. My glimpse into the kitchen for the minute and a half that I observed the man looking at me and while waiting for the manager I saw, from a systematic perspective, mayhem and people with shoulders down, bumping into each other and had the same dead pan look the man at the window had.

I close with asking you to kindly evaluate my feedback and if it is random deviation, pitch it. If it rings a bell as being a far cry from Wendy’s KPI’s, do something and aim for top end service. Take care and have a...

I am writing to express my deep concern and frustration regarding the ongoing issues at the Wendy's store located in Durango, Colorado. As a loyal customer of Wendy's, I have been a frequent patron of this particular establishment for several years, but recently, the quality of service and the overall experience have been far from satisfactory.

One glaring issue that has consistently plagued the Durango Wendy's store is the severe shortage of competent and dedicated employees. It is disheartening to see the loyal customers being subjected to long wait times, incomplete orders, and a general lack of attentiveness from the staff. The impact of this situation extends beyond mere inconvenience; it is tarnishing the reputation of Wendy's as a whole and directly affecting customer loyalty.

I strongly believe that the root cause of this problem lies in the failure of upper management to adequately address the issue of employee wages. It is clear that the current wage structure is insufficient to attract and retain capable staff members. By offering a livable wage, Wendy's could attract a higher caliber of employees, significantly improving the overall efficiency of the store and ensuring the availability of fresh and fully stocked products at all times.

Furthermore, the negligence displayed by upper management in resolving this matter is causing the Durango Wendy's store to suffer greatly. With every dissatisfied customer, the store is losing potential revenue and, more importantly, credibility. There are numerous competitors in the area that would gladly receive this lost business, especially those who understand the value of investing in their employees and ensuring the highest level of customer satisfaction.

It is my sincere hope that you can address these concerns urgently. Allocating more financial resources towards offering a livable wage to employees at the Durango store would not only alleviate the staff shortage but also demonstrate Wendy's commitment to its employees and customers. Additionally, I urge you to review the management practices in place and provide the necessary guidance to rectify this situation promptly.

As a loyal customer, it is painful for me to witness the decline in the quality of service at the Durango Wendy's store. I implore you to take immediate action before it is too late. By prioritizing the needs of this location, you have an opportunity to restore customer confidence, maintain a loyal customer base, and ultimately ensure the continued success of Wendy's in Durango.

Thank you for your attention to this matter. I trust that you will give it the consideration it deserves and take the necessary steps to address these pressing concerns. I eagerly await your response and hope for a positive resolution.

Sincerely, All of your customers.

On a foot note the three employees you did have running your whole restaurant at peak lunch rush on a Saturday we’re doing great considering the unfortunate circumstances they...

I placed a carryout order online and paid online at around 820pm when I got there the doors were locked and there were 15-20 cars in the drive-thru, so I tried calling them - they don't answer- I wait a couple minutes and try again, I explain my situation and asked if they could meet me at the door with my food and the worker on the phone snottily tells me I need to go thru the drive-thru. (I ordered carry out for a reason) So I wait in line for another 10 minutes before finally getting to the voice box and explain I have a carryout order, the girl made me repeat my name several times along with the order and then I wait another 10-15ish minutes to get to the window the girl there says "it'll be $13.48" and I said I had already paid online and that wasn't the total of my order, she disappears, comes back and asked me to repeat my order again so I do and she leaves again. A second girl comes up and asks me to repeat my order, so I do TWICE and she leaves, she then comes back and says they "found" my food and it was upfront at the counter, I said "okay, can I have it then?" and she leaves. The kid that I spoke to on the phone appears and says "so you are the one with the carry-out order?" in the snottiest tone and I said yes and he hands me the drink and comes back with the food, repeats the order back to me and I ask if I can have a receipt please, he says he can not get me one 'because of the online system and I would be emailed one' (I never received one) so I took my food and maybe it was ignorant but I assumed because I repeated what I ordered so many times I didn't even think to check the bag until I got home at 9:35pm. I was missing my fries, the crackers for the chili, silverware, and the pretzel pub burger didn't have the cheese on it and tasted like it had been sitting a while (figures) So I call and again no one answered, I waited a few minutes and finally on the third try the same guy answered and I explain that I didn't receive all my food and he asked "if I wanted to upgrade my fries?" I said no, I just want a refund for them, he explains that although he is the manager he needs his boss to do that, and I need to wait until he gets there tomorrow and he will call me, welp he never called. I don't expect much from Wendy's but my god it turned a fun treat into a frustrating ordeal and I don't intend to go back there. At the very least if you aren't doing carry-out after a certain time put a note on the door explaining that instead of treating guests poorly...