Wendy's — Restaurant in Florida

Had the worst experience ever. My wife and I ordered two of the Italian Mozzarella Chicken sandwich combos on the app. When we got to the store it took 5 minutes to even be acknowledged by the manager/ front cashier who wasn’t even wearing a uniform or name tag. I informed her that we had ordered on the app and gave my name to check in. She completed the transaction and printed our receipt. She then decided to notify us that they no longer had the Italian buns for the new special sandwich. We understood that it happens, restaurants run out of ingredients, so we asked for a refund and cancellation of our order. The manager then proceeded to tell us that she couldn’t cancel it or refund it because we did not give her any cash or card and paid on the app. I asked her how we were supposed to cancel it then and she informed us that there was no way for her to cancel it and that we would have to go to our bank and file a dispute of the charge. So you are telling me that for any of their many mobile orders they have no way to cancel an order? I’m sorry I just can’t believe that. After asking her again why she couldn’t cancel it she kept saying it was because we didn’t give her any money… she finally offered to make it on a pretzel bun, so we accepted the substitution. We waited for our food for 22 minutes at the counter while repeatedly asking for our order that had been sitting on the pass for the entire time. The manager would walk by and scream at her employees that “this food has been here a long time, get it out “ while at the same time complaining that the general manager fired everybody and yelling I quit while walking back and forth. (There was 6 people working behind the counter btw). During our wait my wife was talking to me, the manager heard her whisper to me and stopped to very rudely say” I hear you whispering girl, what’s your problem?” We told her that we are just waiting for our food still and that we weren’t talking to her and she gave us dirty looks for the rest of the time and ignored us as we waited. Finally another worker came up to us and asked what we were waiting on. I showed her the receipt on my app because our receipt from the manager had not been given to us and I guess had been thrown away. Our order had been marked completed so they didn’t even know what we were waiting for. She gave us our sandwiches but kindly offered to remake our fries. While we were standing at the counter waiting and asking for our food the manager continued to ignore us and complete the orders for multiple other customers. The young lady who finally delivered our meals apologized to us while the manager shot us a dirty look and said absolutely nothing. I do not know how we offended her so badly by asking to cancel our order after being told they didn’t have the items we ordered and somehow it was our fault. Especially when they charge so much for their food. The customer service we received is completely unacceptable for any company let alone food service. Save your self some Money and frustrations and go somewhere else! ...

I am a big fan of the "Wendy's" fast food chain and was a little excited when I saw that they were building a location close to where I live. The first week of the grand opening, the restaurant was packed, as expected, so I gave it some time to "cool down." Its not like I had never been to a Wendys before so I waited for the crowds to subside. I have visited the location a total of 4 times to date. Only 2 of those times did I actually stay to get my food. The first 2 times I was in the drive-thru for 15 minutes or longer and ended up leaving before I even got to the window to pick up my order (only 3 or less vehicles ahead of me had recieved their order on both occasions and I was not going to wait for 3 or more till I recieved my food at that rate). Its called fast food not sloth food. The other 2 times, I went inside, rather than wait in the "molasses line" for 30 minutes or more. Both occasions were just as slothly. I waited 21 minutes for my order to be done on the last occasion (I timed it). When I arrived it was approximately 20 minutes before the dining room was closing and my girlfriend and I got 2 daves double combos and 2 four piece chicken nuggets. I was getting frustrated at the service time while I watched our fries and nuggets sit on the tray for almost 10 minutes before the burgers were done. My girlfriend told me to relax so I didn't say anything. I allowed the irate customer who ordered after us do all of the talking. He couldn't believe how long it was taking for his order to be done and asked for a manager.... yada yada.... I won't lie. I chuckled to myself thinking "buddy, you've got at least 10 more minutes on that order." The quality of food was normal, as Wendy's goes, but the service and mainly pace of production was the worst I have ever seen at ANY fast food place. Wendy's, I love you babe, but you really have to get qualified management at your new locations. I believe that is the problem with this one. I am a business owner and know that problems at the bottom start from the top. To anyone reading this, if you have a Wendy's craving save your time and go to the one on Silver Springs Boulevard or the Belleview location. Yeah, they are a 10 to 12 minute drive from this one, but you will be back at home eating before you ever get your food from the Shores location. This is the first time I have ever posted a restaurant review, but I felt it my duty to save people from a horrible experience here. The Shores Wendy's should give up on life and sell the...

BEWARE!!!!! Never go here! The male manager on duty on the evening of 2-6-19 was extremely rude and disrespectful after FAILING to provide all items from my order. After several FAILED attempts to call this location, I went back to this restaurant to retrieve the items missing from my order. You had the audacity to question me about if I had just did a survey from my receipt. He asked me why I came back if I did a survey instead of calling to resolve the issue with my order. He said this as if I was no longer welcome to Wendy’s because I did a survey. EXCUSE ME, but who do you think you are to question me about a survey that is supposed to be confidential???!!!! Are you trained to ask your customers if they did a survey? Is that your company’s values to interrogated your customers about a survey that is clearly apparent that you have access to?? After all, aren’t these surveys supposed to be confidential!!!!!! NOT good Wendy’s!!!! Something smells fishy to me???? I said nothing to you about doing a survey and simply came back to retrieve the items missing from my order - that SHOULD have been included the first time. But instead you had to audacity to interrogated me about a survey instead of the FACT that you screwed up my order??? As a paying customer, I should not have to explain myself to you!!! Your JOB as a manager is customer service NOT to embarrass or intimidate paying customers in front of other customers and employees. Don’t do a survey if you don’t want to be interrogated by the male manager that works here!!!! This needs to be addressed immediately!!!!!! There’s no telling who else this has already happened to. ZERO stars!!!! POOR POOR POOR...