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 preparedânone 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 âpicked upâ 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, âI donât know what you want me to do. Itâs not my fault the online system doesnât work.â
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: âHot fries, everyone needs to stop what they are doing, quick, quick, they need hot fries.â 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 Wendyâs 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.
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