Wendy's — Restaurant in Maryland

I recently had a very disappointing experience at my neighborhood Wendy’s. I placed three orders through DoorDash for pickup. While waiting in the drive-thru line, I received a notification that all three had been cancelled because the store failed to confirm them.

Already in line, I approached the intercom and explained that I had a DoorDash pickup order that had been cancelled. There was a language barrier with the gentleman on the intercom, but he kindly asked me to pull forward to the window. At the window, we confirmed that he could see one of my DoorDash orders (a Chocolate RavenBlood Swirl), but the other two were missing. He asked me to pull forward, which I did, assuming the items would be brought out.

After 10 minutes, he came outside and told me he didn’t have any orders for me. He emphasized the difference between “mobile orders” and “DoorDash orders,” which only made the situation more confusing, since we had already confirmed that the only DoorDash order he had was indeed mine. It became clear that he didn’t realize customers can order through DoorDash and elect to pick up themselves.

This employee—despite the confusion and language barrier—remained professional and did his best to help me, and I appreciated his effort. I eventually received the Chocolate RavenBlood Swirl, but not my other two orders.

Wanting to resolve the issue and make the store aware of what seemed like a system problem, I decided to speak with the manager, Jerel. Unfortunately, this is where the experience went from frustrating to upsetting.

When I approached Jerel, I greeted him warmly with “hello.” He did not respond, but instead stared at me with visible irritation. I even repeated my greeting before he muttered a barely audible “hi.” From that point, it was clear the interaction would not be handled with professionalism or care. Throughout our conversation, he frequently cut me off mid-sentence, making it difficult to fully explain the issue. At the end, when I thanked him and wished him a good day, he again offered no response. These small but telling behaviors set the tone for the entire interaction.

Even after I explained the situation clearly and provided receipts on my phone, Jerel was dismissive and impatient. When I tried to show him that DoorDash marked the store as “temporarily closed” due to unconfirmed orders, he brushed it off by saying, “We don’t have anything to do with DoorDash.” As a long-time customer, I wasn’t looking for blame—I was trying to help identify a problem that directly impacts both Wendy’s and its customers. But instead of care or concern, I was met with defensiveness and hostility.

What should have been a fun after-school treat for my daughter turned into a 30-minute ordeal. I had ordered both chocolate and vanilla RavenBlood Frostys and two cookies so we could taste-test them together, but we left with only one Frosty and a very sour experience. Jerel’s dismissive attitude, unwillingness to listen, and lack of basic courtesy completely overshadowed the evening.

I left feeling disappointed, offended, and drained. I never imagined that a quick stop at Wendy’s could ruin my evening, but that’s exactly what happened.

This Wendy’s is my neighborhood location, one that I’ve supported for years, which makes this even more disheartening. I truly hope upper management and ownership take this feedback seriously—because issues with receiving DoorDash pickup orders and poor customer service from management are problems that should not be ignored.

While the gentleman at the drive-thru did his best, Jerel’s behavior as manager left me questioning whether this location values its customers at all. I hope positive change comes from this so I can return in the future confident that nothing of the sort will...

Don’t ever go to this location… went to get some food with my kids after school and when I was placing my order the lady that was taking my order was so rude keep cutting me off like she didn’t want to take my order and this wasn’t the first time but today it was enough. I left the drive through and when I was passing by I told her she is very rude and she said so. So I drove around and went inside I asked the lady that was there for the manager and she looked scared I gave me a half point at her me not knowing the lady at the window was the manager. She came to the front looking like she was about to fight me I told her she’s rude and she said I don’t care in front of other customers. I asked the other lady for the corporate Number and that rude manager said look it up online I was like I’m talking to her and she said I don’t care look it up or I’ll call the police. I didn’t get her name but it’s a Hispanic lady with blonde hair looking like she wants to be Shakira. She needs to get fired she shouldn’t be a manager period. Maybe you will get more customers. Never going back...

The food was okay typical Wendy's, I just went there to grab something for my kids. I went there at 8 p.m. or a little bit earlier today. The staff was nice the food was fast. Couple of small issues in quote " the fries were cold and we received no condiments or basic utensils for our food. Like napkins, straws, katch up and dipping sauce for the Nuggets that we purchase would have been nice to also but we didn't receive it". The interesting part is the girl in drive through asked us what type of sauce did we want for the nuggets but it was never put into the bag. So that was a little disappointing for my children because once we got home, they couldn't enjoy their nuggets. So they complained and said they don't want to come back again to Wendy's. Personally I have no issues with Wendy's but chances are I'm going to listen to my children and probably won't go back again. So I guess we probably just be getting our nuggets from Chick-fil-A because it seems as though they never forget the basic stuff like...