Wendy's — Restaurant in Gresham

This company seems to have no regard for righting wrongs for their customers. I’ve been trying to resolve this for several days and have spent hours on the phone trying to contact Wendy’s customer service, the DoorDash driver AND their customer service as well as speaking with the manager at the location. Nothing has been resolved. It’s extremely frustrating. I even spent an hour on DoorDash’s support chat on the night of the incident. It has been impossible to connect with Wendy’s customer service. To start, I will paste my response to the DoorDash post-delivery survey:

—— What didn’t go wrong?? I submitted my order around 8pm with an est 19 min delivery time. Almost 30 minutes later, I get a notification that it’ll arrive at 9:11pm. At 9:15 the driver still wasn’t at the restaurant. Cut forward to 9:45 & driver drops off food. There’s two drink cups and an unsealed/open bag with precious gear escaping. Inside the bag: 2 baked potatoes, a cookie, of fries. A soda and a large frosty. What I ordered: a customized spicy jalapeño chicken sandwich, lg fry, jr frosty. So not only was my order late by about 10 times the estimated time, the order was COMPLETELY wrong and not warm! I don’t think just a refund would cut it in this case. A refund, massive credit on my account and a constructive convo with the restaurant and driver to avoid future major errors like this would be better. ———

When I contacted the driver (who had a tip of $7 (about 55%) and yummy snacks waiting at the door that he took), he apologized and said he’d bring my correct order. He never showed up. DoorDash was not able to re-deliver the order. The manager at the store said that they closed early due to food shortages. I’ve waited on the phone to talk to Wendy’s customer service for up to and over an hour only to be disconnected. I was not able to contact support on Saturday via chat, or phone. Not only did I not receive my order in a reasonable amount of time, it was wrong, nobody’s been able to fix it, I’ve paid for something I didn’t receive & it’s seemingly impossible to speak to anybody about this. Getting this fixed shouldn’t be this hard or take this long to do. It’s coming up on 5 days now. I will not be using delivery for Wendy’s anymore as this is the second not so great experience and on Saturday I’d figured I’d give the store one more chance to get the food to me correctly and warm. However, that was an even worse outcome than the first! However, I have not had issues at the store itself when I pick up, so I’d like to remain a customer if they’d just fix this gigantic mistake. For pickup, this location has been great- their food is hot & tasty and orders have been correct. This is the only reason they have any star at all & if the franchise could fix delivery issues, it’d be a...

The positive of my visit was that the manager was nice and willing to help.

Now for why the manager needed to help. I placed an order for a burger meal in the drive through and when I get my food my burger has no bun, I did not order it without a bun. So I try to go inside to get a bun for my burger. Come to find both doors to the dining area are locked and it wasn't even 4pm. The manager let's me in, let's her staff know I need only a bun. I think they fixed my food after they gave it back to me and head home because how hard can it be to put everything in that container into a bun and hand it back. Well, I get home and they still got my order wrong. I ordered no ketchup and with lettuce. Inside the bun is a large amount of ketchup. I even said to the staff as they took my food to fix it "I only need a bun and mayo."

At this point I don't trust that my food will be made correctly. A bun missing from a burger the first time with the lettuce I ordered it with. Without lettuce and smothered in ketchup the second time so they removed the lettuce that was already on the meat when it was given to me in the drive through. And the doors to the dining area are locked.

I call to ask about a refund because of the unacceptable service and I was told I had to come in person because they can't take card numbers over the phone. I was told I would have my meal refunded by the manager. When I pull up to get my refund they didn't take my card to refund my meal. They gave me cash to refund only the burger from the meal. I felt like I was handed the cash, whispered an apology my the manager, then I was supposed to leave and be grateful. I'm not because my order should have been right the first time. The only modifications were no ketchup and add lettuce. Instead it turns into a whole ordeal that shouldn't have happened.

TL;DR- I ordered a burger with a couple simple modifications. They got it wrong twice. Tried to go inside to fix it before 4pm, dining room doors lokced. Was told I would be refunded for the meal on my card when I came in person for the refund, only received a cash refund...

This place is always off and on. I normally go here every week because it's close to me and cheap. I would say about 60% of the time they're great but the other 40% is because of the inconsistent employees. They always have new people here now it's very rare that I remember any of the workers where before they had the same staff for a while. When it's late at night i'll come here get the the 4 for 4 and they some how forget something in my order when i'm the only person there. Last night I was greeted at the window to pay with a "whats up" which is highly unprofessional since the guy was probably in his late 20's trying to appeal to someone my age of 18. It was the first for me and thought that was not normal for this place.

Food: Fries are usually 90% fresh hot Chicken Nuggets are usually 70% fresh hot Burgers are usually 50% decent warm (Bacon here is crunchy gross, meaning it probably will make your stomach turn) Chili and fries here are pretty gross. Drinks: Usually good strawberry lemonade, the sprite though always tastes bitter like it has a lot of co2 in it more than syrup it's been like this for the past year which is why I order coke or fanta. Service: Sometimes good about 4/5 but often their late staff is kind of weird and rude. They try and crank the orders out fast to you even if the food quality is bad like fries being cold, burgers being soggy, and cold nuggets, dry baked potato.

Side note to viewers: Order the drink without ice as they tend to put a lot in a cup making your medium drink...