Wendy's — Restaurant in Jersey Village

Incompetence is the standard here. I ordered two spicy children sandwich meals and a kids meal for my daughter. The girl didn’t clarify my order or even acknowledge me when I got to the window. She hands me a bag without saying anything and I assumed that was it. I checked it to find out that I had only received 1/3 of my order. I damn near had to flag her down to get her to open the window again and calmly explained that I was missing the rest of my order. She hands me a random bag and I check and I’m still missing the rest of my order. I ask for the SECOND time for the rest of my order and she hands me another bag and I leave. I get halfway down the road and notice I’m missing the fry for my daughter so I turn around and go back. At this point I’m extremely irritated because this is the third time I’m having to ask for food that I clearly already paid for. She hands me a bag of fries without saying anything and I finally think I’m good to go. I was nearly home when I realized they had given me the wrong sandwich on top of screwing everything else up. Neither the cashier or the manager apologized and the manager barely spoke English and didn’t know how to refund the order. Safe to say if you’ve read this far and are looking to find adequate customer service and nourishment for your body, look...

I've been coming to this location (hwy 6 @ West in Houston, TX) for years. It's about a 15-18 minute drive to get there, but worth it for the Chocolate frosty I love. This time, I get there and order two chocolate frosty's and the 4$ meal. She has me pay and then brings two white frosty's. I asked about them, stating that they don't look chocolate. She didn't speak much English but kept saying 'chocolate'. I asked about it again and she offered me strawberry. She then spoke with someone else, and then put some in a cup and gave me that with a spool. I tasted it and it definitely was NOT chocolate! She kept offering me strawberry. I wish she would have told me up front that they were out of chocolate, but instead she gave me what was not chocolate...I guess hoping I wouldn't notice until I got home. I feel it was very dishonest, especially since I had already paid. I am VERY disappointed with that experience. I noticed that I never got a receipt, and the only store number I could find for this location online was 022...which I think is a store in a different state, because that's what it indicated when I went online to do a review. Well I learned my lesson...it's not worth the hassle to go through that and not get what I ordered. I'll just keep going to...

Unbeknownst to me, I was missing an item in my large-ish order, and I did not check the bag prior to leaving the drive thru. Yes that was on me! Oops!

Once I had arrived at my destination and saw that I was missing just “my” food, I decided to call so we could resolve the issue and move forward with refunding the missing item.

The team on the phone was very kind and offered to remake the item. I decided that I would rather have the refund, as I was roughly 15 minutes away and did not want to get back in the car, therefore creating a 30 minute round trip commute. The team member I spoke with advised that there was no way to refund my item without me being present.

All this said, I went back to the store, the staff was kind, helpful, and apologetic. I received my refund and all was well! Truly, their service and demeanor was spectacular.

My issue is with the franchise policy on refunds. I invite the franchise owners to revisit this, as it is unreasonable to not be able to assist a guest over the phone and require them to drive back to the store. I did so out of principle, but I imagine most would rather leave the store the $5-$8. If I am going to “donate” my money, I will do so to St. Jude,...