Wendy's — Restaurant in Jacksonville

I had a very unpleasant experience with the two girls who were working the drive-in window around 5:30 this evening, August 21, 2022. As some other customers have experienced, I waited an exceptionally long time at the drive-thru with no contact. After approximately 10 minutes I finally yelled "Hello!", but got no answer. I waited maybe another 5 minutes before I blew my horn quite loud to alert them, but still no one came on the speaker. Finally, because I had an appointment at 6:15, I pulled up to the window to let them know that no one was taking orders at the speaker. They looked at each other kind of blankly and said "Oh, you weren't on our timer." Whatever that is. I told them that I was right in front of the speaker. I let them know how I had tried to reach them, and they said they didn't hear any of that. I have no clue what they were so busy doing that they couldn't hear a loud horn honk. I could hear low talking in the background of the speaker, so I assumed that it was on and they should have been able to hear what was going on outside. Isn't there some kind of camera to monitor the drive-thru if for no other reason than for security? Shouldn't they be able to see what's going on out there even if they don't hear anything? I was told that I would have to drive around and get back in line (now that there were FOUR people piled up behind me) and place my order, because I could not place it at the window. I guess, instead of driving, I should have left my car at the drive-thru speaker and walked up to the window to let them know that 5 cars were waiting to have their orders taken instead. Again, I got the story on not being on their "timer". I told them that wasn't my fault. They said it wasn't their fault either. Well, it was the company's alleged equipment that failed, so therefore they should be responsible for making it good. I asked them what were they going to do to make their customer happy, meaning take my order. They said I would just have to drive around and get behind other people in line to place an order. According to them, now I WAS MAKING PEOPLE HAVE TO WAIT IN LINE! I just looked at them in disbelief about their cavalier attitude, lack of responsibility, and terrible customer service. Your employees definitely need better training, and whatever necessary equipment for proper service should be repaired and installed. I will not waste my time...

I had a very similar experience as that described by reviewer Justin Geiger. Nobody was in the drive thru when I pulled up to the order kiosk so I waited at least a couple minutes then pulled up to the window hoping to simply place my order there but was promptly informed that I would have to pull all the way back around and place my order at the kiosk. When I asked why I was informed that since I pulled in from the side street some kind of trigger/timer was not set so this was just what I was going to HAVE to do. Though I complied I was quite annoyed since through this entire process, there were still NO other cars in line and any decent establishment with ANY kind of care for their customers would have just taken their order at the window. So AFTER receiving my food I asked for a manager and she informed me that it was her which surprised me as she had exhibited absolutely zero customer service skills throughout our transaction, setting an extremely poor example for her employees. When I expressed my concerns and let her know that it was very poor customer service to require that any customer drive all they way around the building due to some kind of limitation with THEIR equipment was ridiculous. Instead of offering ANY kind of apology she was extremely rude and condescending in her response, and was eventually flanked by two other employees obviously following her lead. I was really surprised as most Wendy’s that I’ve frequented always appeared to be well-managed with courteous employees (NOT this location). This was my first and absolute last time ever visiting this particular establishment. I only wish I could have given a ZERO star review since one star is actually over-rating them. The manager on staff should not be allowed to manage a lemonade stand much less a well-known fast food...

I have not visited a Wendy's in quite some time after having a bad experience at other locations.

However, I feel obliged to write this review concerning the Wendy's location at 12524 San Jose Blvd. Jacksonville, Florida 32223.

After my initial visit to this location I made note of the superb service provided. Now after a second, third, and fourth visit I can say that the service provided is of the highest order! Phenomenal!!

The staff is always friendly, and accommodating. The food is prepared fresh to order, while also meeting and exceeding all standards and expectations. If I were able to give a 6 star review, I would. Keep up the good work guys!

Also, I would like to add in the fact that most people, (including myself) don't write good reviews often enough. I'd like to encourage other SATISFIED customers to write more positive reviews, when they receive good service. Everyone knows the age old sayings: "You reap what you sow." , " What comes around goes around." , and "You get back what you put in." (and other such parables).

If we don't acknowledge good service when we receive it. We can't expect to continue to get that same service forever.

To everyone who reads this post, Have a...