Wendy's — Restaurant in Livonia

Today, May 26, 2025 12:35pm I visited Wendy’s and placed an order for four Junior Bacon Cheeseburgers (with extra mayo and ketchup), a Son of a Baconator, a large fry, and a large Coke with light ice. I specifically asked for everything to be made fresh and told the staff I was willing to wait. After paying, I was pulled forward and waited approximately six minutes, which I thought was reasonable.

When my order arrived, I checked everything. The fries were warm no complaints there. The Son of a Baconator was hot and freshly made. However, the issue began when I bit into one of the Junior Bacon Cheeseburgers. The meat tasted off dry, overcooked, and likely not fresh. As someone who has worked the grill at Wendy’s in the past, I know what freshly cooked beef should taste like. Meat that has been sitting on the grill too long becomes dry, loses flavor, and can even taste burnt which is exactly what I experienced.

Understanding that today is a holiday and traffic might be slower, I went out of my way to make sure the food was cooked to order. That’s why I was disappointed and felt the need to return to the store.

The store manager answered the intercom and politely asked me to come inside. Once inside, however, the tone shifted. I explained the issue, and while she listened, she became noticeably defensive and interrupted me several times while I was trying to express my concern. She insisted that everything was made fresh and essentially dismissed my experience. I remained polite throughout, but her unwillingness to let me finish speaking and her attitude left me feeling unheard.

When I asked for a refund for the four sandwiches, she offered to remake them instead. At that point, because of how I was treated, I declined. I no longer felt comfortable eating anything from the location. I explained that I used to work at Wendy’s and that I could tell the difference between freshly cooked and old meat, but she was firm in her stance and insisted I was mistaken.

What disappointed me the most wasn’t just the food it was the customer service. I’ve always believed in the idea that the customer should be listened to and treated with respect, especially when they’re being calm and reasonable. Today, that wasn’t the case. I hope this feedback helps improve how customer concerns are handled in the future. A disappointed customer who used to take pride in making fresh...

We have been to this location 3 times. Each time we have waited more than 30 minutes in the drive through. There aren’t many fast food options on 5 mile, so this is really the only reason we’ve made it back. 1 time -excusable 2 times -meh. 3rd time -this place has poor training, staff that does NOT care, and zero customer service skills.

This particular visit is why we will never return. After waiting 30 minutes to get to the window, we were handed 3 bags. 2 kids meals, and a bag with 3 cookies. (Which for now I’ll assume was payment for our wait.) the food my husband and I ordered was no where. After sitting at the window awaiting for the employee to realize we hadn’t left, they open they window with a look of “oh! Why are you still here” she says “can I help you?” (Clearly has No clue what’s going on) my husband then tells her we don’t have the other half of our food. Her reply “well I don’t have any of that here sir.” No solution, no recovery. (Blank stares) “Just a moment sir” (Like they already haven’t had enough time) 10 minutes later our food comes out of the window.

Three cars infront of us upon arrival. 40+ minutes (yeah, cars behind us I’m sure they are all equally pleased.)

2 kids meals (one missing a toy) 1jr bacon cheese burger 1 -4 piece chicken nugget 1-#4

That’s it. Seriously. That’s all we wanted

Oh, and our three free “we messed up, don’t complain” cookies. They are in the garbage.

I’d love to call and complain, get my money back.. really anything. But OF COURSE we got no recipet. Probably on...

The four star service is for the Indian lady who took my order/payment- She was friendly and patient as we tried to get the Apple Pay to work- Wendy’s needs to implement a handheld that can come out to the car window and we can hold our phone up to the device for Apple Pay versus the staff taking our phone and trying to do the Apple Pay. My Apple Pay has an extra level of security on it that you have to click- Which required my phone going Back-and-forth between the two of us. I didn’t feel comfortable with that because on my phone. It also list the other places that I have used Apple Pay. Also for the person who packed my order accurately- The girl at the window handing the order out to the car 2 stars- Try saying hello or smiling!

The $2 cheeseburger was horrible! This again this is more towards Corporate Wendy’s, and not the location personally. The burger was the smallest little square of thin meat that I even had to open the bun to find it.- Brings back memories of “where is the beef” ad campaign that Wendy’s used to run- The meat couldn’t even get hot enough to melt the cheese. So basically, you’re just eating a bun with cheese-I threw it out- You business pictures, that you post, are quite deceptive

The spicy chicken sandwich was delicious. It was perfect size and prepared perfectly.- The fries were hot, but flat in taste because they forgot to add salt-I wish their Coke was as good...