Wendy's — Restaurant in Middlesex

UPDATED:

My sisters and I each placed separate mobile orders at the same time to ensure all food for ourselves and our children would be ready together. However, upon arrival, only two of the three orders were being prepared—none were ready, and the fries we were given were cold. While waiting for the food to be completed, we asked for fresh fries since we were already delayed, and the Frosty we received was melting.

When we followed up regarding the third order, I did not see it being prepared or listed on the screen. I approached an employee who appeared to be a manager, as she was wearing a button-up shirt, and asked about the missing order. She informed us that the order was marked as “picked up” but had not been made due to a supposed remaining balance of $11.08. However, we had proof of payment showing the full $17.00 had been paid, with no outstanding balance. Instead of offering a solution, she stated, “I don’t know what you want me to do. It’s not my fault the online system doesn’t work.”

We made it clear that we expected the order to be fulfilled immediately, especially since the other two orders were now getting cold. The manager, identified as Ashley, then began preparing the missing order. We again asked for fresh, hot fries, as we had now been waiting even longer. At that point, another employee, identified as Jessica, responded with clear sarcasm: “Hot fries, everyone needs to stop what they are doing, quick, quick, they need hot fries.” When we addressed her unprofessional tone and asked why she was being sarcastic, both she and Ashley laughed together while standing near the fry station.

This behavior was completely unacceptable. Not only were our orders delayed and mishandled, but we were also treated with blatant disrespect and sarcasm when we simply asked for the quality of service we paid for. This is especially disappointing coming from employees in leadership roles.

I am requesting that this matter be formally reviewed, that appropriate action be taken regarding the employees involved, and that I receive a response acknowledging this complaint. I would also appreciate compensation for the inconvenience, delay, and poor treatment we experienced.

FORMER 5 STAR REVIEW: My local Wendy’s so use them all the time. Usually have good service and food is good. If I have a problem, I can call and a manager will fix.

I ordered late night tonight and specifically wanted to leave a review for a worker named Carlos! Been coming to this Wendy’s for 3 years and not sure if he is new or never seen him since I usually order earlier in the day - but the service I received from Carlos was exceptional! Super kind, super sweet and overly just helpful! He was helping so many people at once and still very precise and thorough. I will be leaving a corporate positive review for my recent experience and specifically about this worker! He really made my day in making sure there was no mistakes in my order and double checking, and still being positive and kind. Highly recommend and very...

Update 01/03/2023: Unfortunately, they forgot a part of my order that I paid going through the drive-thru. I noticed that every other time this happens. Also, they did not give me a receipt. I paid by debit card but it is so frustrating that I did not receive something that I paid for, which was the 6-piece chicken nuggets with honey mustard sauce. Please do better!

Even though I have no complaints about the food, you can only order through the drive-thru when you are physically there. While enjoying my meal in the parking lot, I have seen numerous customers attempt to enter the establishment just to find the door locked, even though there is a sign stating “Enter Only”. Some left (probably just needed to use the restroom) while a few got back into their cars and waited to order in the...

There seems to be an issue with my order nearly evertime that I go. Once I ordered ice cream and got home within 5 minutes to find out it was basically milk sauce. They machine was definitely out of order but they gave me that junk anyway. Next time I went in to order food for the wife and myself, she is very picky. Well I ordered her a sandwhich on the mobile app and removed the pickles and mustard they were both on the sandwhich anyway. Another time I ordered coffee and when I grabbed it from the staff member in the drive through it spilled all over my arm. It wasn't particularly hot so it wasn't a huge deal but the top obviously wasn't on right. This is 3/4 recent visits I have had some issue. Now I'm not one to complain and the food quality is fine but this location...