Wendy's — Restaurant in Franklin

Worst customer service I have ever experienced. Placed a mobile order for pick up because I only have 30 min for lunch so I excepted to be in an out. Got to the location and the drive through was ridiculously long for a Wednesday afternoon (placed order around 1:50pm). After waiting in the drive through for about 5 min, without any movement whatsoever, I decided to park and go in with hopes that it would be faster….at this point 15 min since I placed the order has passed. Btw I ordered a $5 biggie bag with an extra jr.bacon CB and a taco salad with small fries. I walk in and there were 2 customers in front of me who were still discussing what they wanted from the menu….they were going back and forth with each other trying to figure out what they wanted so the cashier was just standing there. I politely excused myself to the other customers so as I could talk to the cashier with hopes that my food was ready for me to pick up. The cashier was extremely rude and deliberately spiteful. She assumed that I was cutting the line because she disrespectfully started talking about me to her co-workers loud enough for me to hear. At that point I addressed her and explained to her that I did not “cut” any1 inline… that my intentions were only to see if my food was ready to go since it was a mobile order and I had already placed the order over 20 min ago. She went super slow and then didn’t even get my order right. I will never ever go back to that Wendy’s again. My point is … if you don’t like your job then get a different one instead of bringing your negativity to work and portraying it out to the public….btw the manager has no control over her employees….facts: 2pm Wednesday afternoon and you have 3 customers inside the store at the counter (2 of which are together) and approx 10 cars in the drive through. Facts : you have about 8 workers (of who I was able to see). Facts: You have a customer (me) who waited about 25 min to get a biggie bag and a pre made salad. Then YOU (management) allow your employees to treat the customers disrespectfully in front of you and YOU do or say nothing. Didn’t catch the cashiers or supervisors name because no one was wearing any name tags…not one...

I will not be going back to the Wendy’s in Franklin, Virginia again.

The last straw just occurred. Keep in mind that I will only go there once a month because of how slow this Wendy’s is.

I ordered online in the app and waited for pick up in the drive thru. I got my order and checked it. I always try to check the order because they miss stuff a lot. I was missing my jr bacon cheeseburger. The young man at the drive thru was polite and asked for my receipt. A minute later, an older woman opened the window and said “let me see the bags”. I handed them to her and she closed the window for a couple of minutes and then opened it again and handed me back the bags and then closed the window and did not say anything. The missing burger was in the bag. The fries were cold but I did not say anything about this. I was in shock and waited for the young man to open the window. I asked if that was the manager who had taken my bags and he said yes. I told him she had just handed me back the bags and did not say anything to me. He apologized and asked if I wanted to speak with her and I said no and drove away. No one should have to deal with customer service like this. Literally every other Wendy’s location I go to is not like this. I will not be going back to this...

The food is okay to fair. However, they DO NOT cook the french fries long enough. You have to ask for crispy fries, otherwise you will consistently get mushy, under-cooked fries. The ketchup dispensers are often non-operational. The tables are often dirty. The kitchen is far too small for the volume of customers they serve. There is not enough staffing at busy times and customers have to wait far too long for their meals. The bathrooms are not maintained properly. Either paper-towels are out, or no hand-soap is available, or they are not working. And in cool weather, it is downright cold in there. It appears the franchise owner was cheap and did not spend the money needed to make this unit operate efficiently. It appears the owner cares little about...