Wendy's — Restaurant in Maryland

Short version: The food is good, but the staff always mess up the orders, argue with you about it, and then fail to fix it, no matter how patient or polite you are.

Long version: This has been happening way too often. Today just might be the last day I order from this location. Last time we got a mobile order from this location about a month ago. We did drive through pick up and they gave us the wrong order. We noticed right away so we told them, and the staff started arguing with us saying they gave us the right one. It took about 10 minutes of back and forth interaction until they finally agreed to look at the bag and see that they gave us the wrong food. Now we waited about 15 minutes in the parking lot until they brought us the right order. Again, the food was good as always, but actually getting is was a struggle. The staff who brought the food was very polite, but I can’t say the same thing about the person who we spoke to the first time.

Now let’s talk about today. Same thing; we mobile ordered an Asiago chicken combo and a spicy chicken sandwich. We go through the drive thru, we get the bag, and I immediately tell my husband they didn’t give us the spicy chicken sandwich. After doubting ourselves and questioning whether we actually ordered it, we were able to find the mobile order that confirmed we indeed ordered the spicy chicken sandwich as well - they just didn’t give it to us. I went inside this time. I explained to the lady at the register that this is what we ordered and this is what we got. I even brought the bag with the combo and drink so they see I’m not making stuff up. Now the lady said she will help me in a bit and left and then a girl came to ask what’s going on. Same thing, I explain what happened and she asks my account name so she can confirm the order. I tell her the account name and she proceeds to tell me there’s no such account. I showed her my phone with the account, as well as the order and all of a sudden she apologizes and said they’ll give me the spicy chicken sandwich, after a painful 10 minutes of talking in vain. Okay, now I wait inside for another 10 minutes, there was no one else there. The staff seemed jolly, joking around and what not. I finally got my sandwich, I go out to the car, and open my bag only to find out my spicy chicken sandwich is actually another Asiago chicken sandwich... not to mention that they didn’t give us any ketchup for the combo fries, AND NOT EVEN A NAPKIN! I work in customer service myself, so I always assume the staff is stressed out when they mess up the order, but this time I saw everyone having a good time, so stress is not the reason they keep messing everything up, the problem is that...

When is the manager and regional manager of this Wendy's going to wake up and do something of the very poor service and dining area as reported in so many reviews? This is the second time in the past two months that we tried to have a simple order filled in less than 25 minutes. And this is with two other customers in the place who waited over 15 minutess for the attendant to acknowledge them and take their order! I travel all over the northeast area and frequent many Wendy's for their frostys. This one in Ft Washington is the worst. No customer service, noncharacter workers who have no sense of urgency. The workers act like they do not even want to be there . Well maybe a manager should start with the long hair freaky guy at the counter and have him taking out the trash and cleaning the dining area to see what you get out of him cause as of right now in my opinion he is worthless. And this is the second time we had such a slow and undesirable service at this place. And these are the people that want more money than minimum pay. Well if you do minimal work and no customer service minimum wage is too much for them! This is it for my business in this Wendys. I will not return and will encourage friends and neighbors to avoid this place.May more people in the reviews speak again of the poor service and I would hope this place is gone. The people in this area deserve better service with people who appear to like their job other than the ones at this Wendy's who are a disgrace to the Wendy's...

Updated Review and Rating As Of July of 2020/During The COVID-19 Global Pandemic:I had a problem here one night, so I decided to come back the next day to try to find out why I had this problem. I was very pleasantly surprised with how Professional the Manager I spoke with not only acknowledged that they knew about the problem, but she quickly resolved it. I know a lot of places, even very fancy restaurants would try to act like they knew nothing about nothing about any problems to have to avoid telling the truth. But the Manager her was Honest and Forthright, and I always appreciate that kind of Respect and Outstanding Customer Service and Customer Care. Based on this experience, I decided to change my previous Rating to 5 Stars. And even though this location is not the closest to my home, I have no problem coming here in the future because it is now one of my Favorite locations :). My Previous Review Is As Follows: I drove past here after I saw that they are now serving Breakfast starting at 6:30A to 10:30A every day. I briefly spoke with a lady at the Drive-Thru to confirm the start time for breakfast. This Wendy's looks great on the outside and unfortunately for me, I was way too early for Breakfast this time, butI will be...