Wendy's — Restaurant in Maryland

I submitted an online order for pickup, scheduled 30 minutes prior to the store's closing time, and received confirmation. Upon arriving at the drive-thru 10 minutes before closing, the monitor was inactive, and there was no response. Reviewing the app, I discovered my order was marked as picked up, despite my not having received it.

I proceeded to the pickup window, but there was no response, although I could hear conversations inside. After honking the horn, I still received no acknowledgment.

Subsequently, I went to the side door and knocked, but there was no answer.

Finally, I contacted the store by phone. Seven minutes had elapsed since my arrival, and 25 minutes had passed since I placed the order. The order status indicated it had been picked up. I had driven to the store after a demanding workday, only to encounter this issue.

The "manager" answered the phone, and I inquired why the pickup window was unattended despite my order. She stated she was the only employee present and that there was no food available.

A heated exchange ensued where i had to walk back up to the window, during which the manager is shouting at me about a screen indicating the order had not been received, while another individual was present inside. However, my order was marked as picked up.

I immediately demanded either my order, or a full refund. The manager didn't comply, and now I'm without my order, nor the money I paid for it.

I've ordered numerous times from this location during their late-night hours. If the app had a way of contacting me, I would have preferred to be told at 11:35 that there was no food/they were short-staffed so that I could have made another decision. But this manager, who lied about being the only person there (never the case working late nights at a fast food restaurant), and lied about having no food, should have atleast provided the courtesy of informing me ahead of time. She had well over 20 minutes to do so, and stores wait at least 10 minutes after they close if they still have orders pending pickup.

Horrible customer service... and I know fast food isn't the best industry to work in, but as a patron, more respect would have been...

It was absolutely the worst experience I've ever had in a restaurant I spent 35 minutes in a restaurant trying to get my order correct and hot and fresh and they did not take care of me at all after remaking my order and then making it wrong I went in and talk to the manager the manager walked away from me in the middle of my conversation with her also instead of making the order correctly and giving me fresh food she gave me my money back but whenever whenever I sat whenever I had the items in my hand she snatched the bag out of my hand and threw it against the wall into a trash can the customer service was horrible I asked for the district managers phone number she gave me a phone number I don't even know for sure if it was a district manager's phone number and I left a message and no one ever called me back I don't understand why a customer is being treated this way at this establishment I've been in the restaurant business for 30 years I'm done everything from bartending to server to manager the chef every aspect of the restaurant business and I've never been treated as such I don't know if a company would ever see this but it's ridiculous I feel I wasn't heard and no one really cared. I also told the manager when she snatched the food out of my hand and after she gave me the money back I also told her I said listen I'm really hungry still and she just looked at me and basically Shrugged her shoulders and I had to walk away hungry and it was ridiculous I just have never been treated with such disrespect I don't understand why this kind of customer service is tolerated regardless if it's fast food or not it should not be tolerated in any...

There is a very specific reason as to why I have to HANGRY in order to get fast food while I'm out and about. If I haven't eaten all day, I am forced to tolerate whatever experience I have to get fast food.

Sooooooooooooooo at this location, there is apparently no training on confirming one's order. I was trying to give my order (in a very specific way), and the young lady just jumped in, made a suggestion, and then told me to pull around. It was like she was in a hurry. So once I got up to the window to pay, I confirmed my order with the nice gentleman there. What I confirmed/wanted was not my order. Then, the young lady had the audacity to be upset, like making a correction was coming out of her pocket. I didn't say anything mean, negative, or rude about her to the gentleman at the window. All I did was make sure my order was correct. The gentleman corrected my order (which kudos to him), and then I paid.

Some of the younger folks working in fast food need to be retrained. It isn't about how fast you can input the order, it's to make sure that the customer doesn't come back or leaves negative reviews because something was wrong. That's all. Just retrain and do better the next day. But all the attitude is unnecessary. I'm not mad at the young lady. Just how the...