Wendy's — Restaurant in Phoenix

I'm really disappointed, and pretty pissed off by my experience a few days ago. I go to this location because it is in my neighborhood. On 3/4/25, I ordered on the app around 8:30 in the even, drove less than a mile to pick it up in drive thru. When I check in at drive-thru, I'm told they were out of baked potatoes, I can have fries instead. I don't want fries, but I begrudgingly say fries are fine because I don't want the hassle. Then I am handed my drink at the window and sit there for close to 10 minutes wondering what's going on. Finally a manager comes to tell me they are out of the Taco Salad I ordered too. I didn't want or couldn't eat the other available salads, and neither a chicken sandwich or a burger is comparable, so I asked if I could just cancel the order. I was told I could cancel the order on my end, but offering me something else off the menu was all they could do. No mention of a refund. I was allowed to keep my large soda. When I clicked to cancel the order, I got a pop-up that said the order had been processed and could not be canceled. I waited a couple of days, hoping it would drop off my debit card, but it didn't. I walked into the location today, and spoke to the sane manager who told me I have to contact the app customer service, but she couldn't tell me a number, or department to ask for. I asked for the franchise owner's information, but she didn't have that. I asked for the GM information but was told they weren't there. I said fine, how do I contact them. Still no information. I'm obviously angry at this point - and anyone else would also be really pissed off about paying almost $20 for a large soda. Finally this manager calls the GM, who is supposed to call me tomorrow and email corporate to process a refund for me. Since this is not my first issue with this location - a year or 2 ago, someone dropped my debit card on the floor inside the drive-thru window and swore they gave it back. I knew they hadn't and kept telling them to look again. They refused, so I asked for a manager who found it on the floor. It was played off as no big deal, so I have only ordered on the app or used cash since then -I am really not confident that I won't end up needing to do a bunch more footwork on this. Most other restaurants would have refunded the money in cash, or offered gift cards in at least the amount that I spent - something. I was told over and over that this was all that could be done.

Being in my neighborhood isn't enough of a reason to keep letting things slide, anymore. I won't be returning to the location again, but I'm not going to stop demanding the refund of this order on principle. Wendy's corporate, especially whomever is responsible for the mobile app and payment processing needs to figure this stuff out, so people can either get what they ordered (mark items temporarily unavailable, or something??), or get their money back quickly.

Telling a customer that you personally paid for their drink from a manager meal (so then I paid almost $20 for nothing), and then getting mad because "sorry that's the best I can do" is not enough to make me tell you it's ok, and suddenly be happy.....bad business. I heard you shout "And don't come back!" as I left. Don't...

On September 5, 2024 at approximately 7pm, I was harassed and intimidated by Arnold Burrell, the manager of this location after attempting to enter the restaurant with my service dog while I was experiencing a medical episode. I intended to purchase food that would help keep the episode at bay, but Burrell stopped me as I was entering and asked if my service animal was a service dog. After confirming that she is, Burrell asked for “proof” and requested that I present her “papers” to him. I informed him that this is an unlawful request and explained the ADA FEDERAL LAW, despite the fact that any manager of a public business should know these laws, and I should not be responsible for educating someone running a business on how to NOT discriminate. He became agitated at this point, and claimed that there is a store policy that “papers” must be presented, to which I replied that no store policy in the US supersedes FEDERAL LAW. There was more back and forth, in which Burrell’s voice began to raise from the already booming one to an angry one, and he repeatedly continued to deny me access and refused to serve me. I would typically stand my ground and defend my civil rights, however my service dog alerted to an incoming life threatening cardiac episode directly due to the stress that Burrell caused from the altercation. I left, and immediately sought medical attention, which I would never have needed had Arnold Burrell not broken the federal law by harassing, intimidating, and discriminating against me. I would like to note that the other employees of the facility did not take part in this discrimination, but did nothing to stop it. I have already filed a complaint with the ADA and a report to the Department of Justice, as well as with the police, the Better Business Bureau, and also to the Wendy’s corporate office. Beware that this business discriminates against minorities and breaks federal law. If you see Burrell on shift when you come in to eat, RUN and find another place to eat, or who knows what he might do to you. This man is dangerous, cruel, and evil. I think it’s also worth mentioning that this man is a Chief Apostle to a church. Interesting behavior for someone with such “strong” faith.

As of 9/9/2024, I have been contacted by the District Manager, Andre O, who listened and learned from my experience. He asked clarifying questions and empathized with my situation, and promptly helped rectify...

AVOID THIS LOCATION AT ALL COSTS!! 1 star is too high! There needs to be a zero star for this location. I approached the drive thru and the woman came through the speaker with just a “HELLO!” Not a “Welcome to Wendy’s, or How may I hep you?, or Good morning, what can I get started for you?”, just a loud obnoxious “HELLO!” I ordered a number 5 which on the board I thought said combos for breakfast come with a small drink OR a side. She said in an abrupt voice “what would you like for your drink?” I asked if I could substitute the drink for something else or pay extra as I didn’t have room to carry a drink in my car and was going to order more food. There was a short pause for about 15 seconds and she replied back with “What you mean you want something different?” I explained again I didn’t want a drink and could I switch the drink for something else or are there other options? She abruptly said “NO, there is no other options!” Then a man’s voice came over the speaker and said “Sir, there is NO other options!” I said forget it! I pulled around to the window and there was a black man with white framed glasses sticking his head out the drive thru window yelling at me saying “There is No Other Options!” And I yelled back, “I don’t need her attitude at 8am in the morning or YOUR threatening stance or tone neither!” He proceeded to come back at me with, “she gave you no attitude, I was behind her the entire time!” The I said, “Now you’re giving me an attitude and using a threatening tone and physical stance at the drive thru window!” He looked and appeared as if he was going to jump out the window at me! I told him to &$@? Off and I went to Bosa! I will NEVER go to this Wendy’s and will do my best to ensure all my friends and family refrain from coming to this location. The manager and employee both need to be taught how to greet a customer at the drive thru speaker and window and not use an attitude of threat physically or verbally. If this is a franchise, I hope the owner reads this and takes action. Thai occurred on 9/6/2023 at 8am. Run your video feed if you need to. If it’s a corporate owned location, may the ghost of Dave Thomas come slap them silly!...