Wendy's — Restaurant in Manteno

I wanted to take a moment to share a disappointing experience I had during a recent visit to your restaurant. When I walked in, a young lady was assisting someone at the drive-through, and a taller white woman with blondish hair was working at the grill. I stood at the counter for several minutes—close to 10—without being greeted or acknowledged.

The woman at the grill looked in my direction multiple times, and we even made eye contact on at least four occasions. Despite that, she never greeted me or acknowledged my presence. At one point, she walked by me to hand something to a customer at the window. I said, “Hi, ma’am, how are you? Did you see me?” She replied, “No,” but still offered no apology or further interaction.

Shortly after, another shorter, possibly Hispanic employee wearing a uniform shirt and accompanied by a small child entered the restaurant. She also saw me standing there, walked right past me without saying a word, and headed to the back without acknowledging me.

Overall, I was extremely disappointed by the lack of basic customer service, no greeting, no acknowledgment, no apology. It left me feeling unwelcome and disregarded. I hope this feedback can be used to reinforce the importance of acknowledging every guest promptly and treating each person who walks in the door with kindness and respect.

Thank you for taking the time to hear my concerns. I hope to see improvements...

Food great, but last two times I went they forgot a part of an order. I been here maybe 35-50 times over 8 years and been going more and more. Which they fixed but it's one of those things were I shouldn't have to sit in my car and wait due to an error on their part. Issue is I don't think they handle online orders great, every drive thur, or dine in been spot on. But online order to the drive thur and they never seem like they understand how to handle it. First they forgot my drink, then second time they forgot my free mobile order of spicy Nuggets. Which at least the spicy Nuggets he noticed without me saying anything after double checking the receipt. So good on training them to double check it.

What do I think this Wendy's could do better is when you get an online order, ask for the name at the speaker vs telling me to pull up then awkwardly thinking I am the wrong order. Instead ask.

Secondly check or ask customer did you pay online and see or ask if they had a drink so you can hand them it at then window. Then tell them to pull ahead and wait. These suggestions are made based on how McDonald and white castle handle their online orders which are handled much better at least locally.

Employees did apologize both times and second more recent time was handle better. To sum it up, I think you guys need to improve or practice online...

Food is always good here as is the service. We travel past this particular Wendy's and always stop there for food. Today the staff was SLAMMED with like 100 baseball players (I'm not even kidding) it was chaos as they stood everywhere making it confusing. Needless to say our order got screwed up pretty bad, first time ever here. But they were so apologetic taking full responsibility. The mess the team left was pretty bad too, from the mud on their cleats to the food on the floor. These were college kids not little kids. Get they were hungry and it took a lot of time for their order (it was large) but as a Mom I'd be disappointed if my kids thought they could leave garbage on the tables, and floor like that. So I just want to shout out to the staff who held it together during that crazy rush and suffered the wrath of my agitated husband lol he admitted you guys were very apologetic. I reminded him how bad you were slammed and it wasn't intentional. Taking responsibility never making excuses.. we will be back! Hope your night got...