Wendy's — Restaurant in Fairfax

We placed a mobile order for this location from their app (my husband ordered for me to pick up in order to save time.). When I went thru the drive thru for pick up they told me that I had to check in, in order for the order to go thru. I called my husband and he said there was nothing saying check in on the app. I showed them his screen that said the order was placed. They kept telling me I was doing it wrong, so I parked and went in. I would have just ordered had we not paid on the app at this point to just get the food and leave.

Once in the store the order finally showed up on their computer (it was placed at 7:40, i was at the drive thru at 7:48 and inside at 7:55, so it took 15 minutes to appear? I believe this was user-error on their part.) The manger, who told me her name was Katie, said that you could only do mobile orders for inside pick up, her reasoning was that it didn’t work on the drive thru screen. I had my husband on the phone at this point and he said he very clearly selected drive thru pick up. ( but it was still somehow our fault that the app let us select that and they don’t offer it....??? More like their equipment did not properly work or their employees were not properly trained). She then proceeded to call someone to ask how to get the mobile order to work as she could not figure it out. After about 5 minutes of waiting she finally was able to improvise enough to get the items we ordered relayed to the people prepareing the order.... the food itself took probably another 5 minutes. I asked for the receipt so I could make sure we had everything and she couldn’t figure out how to print it, so she couldn’t give it to me. I went thru the bag w my husband and figured they left out the fries.... but we finally had everything 25 mintutes later. I was upset at this point bc there had been no apology, no “have a drink on us while you wait”, no refund/ meal comp, no coupons for future orders to make up for our hassle. Only after I asked for a refund or something for our trouble did she even half heartedly apologize and even that was followed up by an excuse that their computers didn’t work correctly and that it was new. At least she stopped blaming me and telling me I entered it wrong. At the end of the day there was zero customer service and this situation was handled completely wrong.

I hope Wendy’s can make this right, I will not...

TLDR: Found bugs in my burger, among other frequent inexcusable issues. Do NOT eat here!

Before I dive in, I would like to say that I am not a critical person, and I'm very easy going. I have not ONCE in my life, prior to today, felt compelled to leave a review of a fast food restaurant. Usually the way I see it is that you get what you get, and that's the price you pay for a cheap meal.

Because of this, I've been very lenient with my opinion of this location as it's near my work and it's a cheap lunch, but today was the final straw. I have visited this location many times, often several times a week for my lunch break. I have thought about leaving a 1 star review many times before now, but out of kindness I did not. Today, that changes.

They very often get my order wrong, or take 30 minutes even though there are only 2 cars (including me) in the drive thru lane. This has, on occasion, extended my lunch break past the allotted time that I have been allowed. The time that it takes to receive your order here can be ridiculous, and the fact that it takes so long makes my order being incorrect half of the time an even bigger slap to the face. But this is what I would consider normal for this location.

What was my final straw you ask?

BUGS. IN MY BURGER. That is the lowest of low. There are not many things that could be WORSE to find in your food. I'm just glad that I noticed this before I put the damn thing in my mouth. This is a health concern, and that on top of the continually poor service makes this a location I will ALWAYS tell people to stay away from.

The fact that I was not given a receipt so I could not get a refund is salt on the wound. Terrible location, bad customer service, and consistently poor ability to get a simple order correct makes this hands down the worst fast food experience I've ever had.

Do not go here, do yourself a favor and go to Taco Bell across the street or stop by Walmart next door and...

I have not visited this location in 4-5 years due to mine last interaction with this location. After today I’ll never be back. Placed my order at the drive thru. Ordered a biggie bag with a bacon double stack and a sprite no ice. I was not asked what sauce if any for the nuggets but they threw a bbq in anyway. When I got to the window I paid, received my change and then he tried to hand me a coke with ice. I told him I asked for a sprite no ice…he looked at me like a deer in headlights as if the was the first time he heard it. He handed me a sprite a minute later. I heard through the open window that they were waiting on fries. Wonderful…at least the fries will be fresh. 2 minutes later I get my food and proceed to an empty space in Walmart’s parking lot. Fries were fine, the nuggets were slightly satisfactory but the burger…regular double stack…no bacon. I drive back over and walk in. I explain that I received the wrong sandwich and ask for the correct sandwich. Once again I am met with a deer in headlights. A hand was extended for the other sandwich which I told them I was keeping for the inconvenience. While I waited a couple with a child walked in and went straight to the bathrooms. A few minutes later they came to the counter and asked for napkins because there was nothing in the bathroom to dry their hands. The counter person turned around and started bagging food without even looking for napkins. One of the adults from that couple said how are the employees drying their hands. Her follow up comment was this place isn’t clean, let’s go. 30 seconds later I had my new sandwich. As I walked out, the previous customer’s revelation turned my stomach. I threw everything in the trash. To the owner of this location, enjoy that $7 due to it will be my last...