Wendy's — Restaurant in Kansas City

Order placed thru phone app with choice for lobby pickup around 5pm as I pulled into parking space. Followed instructions per arrival, was given procedure to follow for lobby pickup and my order is being prepared. Preceded to enter restaurant but doors were locked. So I drive thru the drive thru let them know the order has been given, paid for thru the app and followed instructions given but doors locked. I was told no order was showing for me. I gave info I had on my completed order on the app and it was paid. I set at area where drive thru orders are placed well over 15 min then finally informed to drive up to window. FYI... the staff at the window did continue to inform me and apologize during my wait, therefore, I felt no fault from her. And at the window she made sure my order was correct and continued to offer apologies for what I had just went thru...... Why when order is placed (thru Wendy's phone app) processed and verified, then you follow procedures given the entire process is not being followed when I arrive to pickup? This is the second time I ran into difficulties upon arrival. The first incident about 1 month prior to this, it was late night round 11pm I selected drive thru pickup per instructions. Upon arrival there was no record of order, therefore I gave my credit card for payment at the window. Days later per my bank statement I discovered I paid 2x for the order (on line thru the app and at the window). I did inform Wendy's of the extra charge and it was corrected but could possibly be corrected with proper training/communication/follow-up, review (my opinion). Even after my first experience I was instructed and followed what to do when I arrive at a store, but upon arrival there was still noticeable confusion by staff when instructed by supervisor (instrucions not clear to me, I have experience in this area)...

I was very disappointed in this location. I decided to stop by after the lobby was closed and go through the drive-up. There were only three cars in the drive-up when I arrived, which I thought seemed odd, but after my experience there, it became quite clear. Possibly word has spread regarding their service. I thought that Wendy's provides their staff with excellent customer service training, but apparently not. It took them three to five minutes to take the orders of each person at the drive-up. When I got there, I was told to wait because they had other orders to fill. I'm not sure what that had to do with me. They are to design a system that serves everyone efficiently as possible. After taking the order, there was very limited courtesy, and upon arrival at the window to pay, low and behold the young lady had a serious attitude problem. She did not greet me, she looked like she was upset that she had to work or something. She used a horrible tone while telling me the amount of my order, took my debit card and handed it to someone else, who brought it back after several minutes. The whole time I was waiting, the young lady at the window was scowling about something and resentfully filling supplies. When my order came (only two burgers, after about four minutes), it was handed to me without any word of thank you or anything. Now mind you, I said nothing this entire time to warrant any disagreeable response from them. The manager, apparently, is not any better. I will go out of my way to avoid this location in the future, and not just at night time. I should add, that my order was correct, and the food was pretty good. Still won't go back. I can't stand customer service with...

Recently started working up by the hospital a figured I’d stop by for some food on my lunch break. Lady on order intercom was okay but very short with me. I was then told to pull up to the window. Pulled up to the window and the lady at the pickup window was so rude. Hardly even said 2 words to me and those 2 words she basically barked at me. Didn’t even look at me and just shoved my card,drink, and food all out the window at once then slammed the window as soon as I was able to barely grab ahold of it all. Opened my food and not only is it freezing cold! But it’s old! You can tell the beef patty is old by the coloration, hardness and how stiff it is. And on top of that the cheese has turned into basically like a soft plastic on top of the beef patty. I’ve eaten a lot of burgers from a lot of places and I have never once seen this in my life. Additionally the fries, they’re so soggy like not even cooked yet they’re so cold. Taste like they were takin out of a bag and put in a microwave for 10 seconds. Not only that but I did order a biggy bag and did not receive any chicken nuggets at all. I did take a few bites of the fries and burger but due to the look and taste of it I do not feel safe consuming the rest. Of the food. Straight to the trash. To say I’m disappointed is a severe understatement. Honestly sometimes people working in the healthcare field would rlly like to go and grab a really quick bite to eat, and for not only the food to be this terrible but the service as wel. Do...