Wendy's — Restaurant in Pontiac

Terrible Experience at Wendy’s – Poor Customer Service and Unacceptable Treatment

My recent visit to Wendy’s on Saturday, January 25th, 2025, at 10:30 PM was one of the worst fast-food experiences I’ve ever had. The lack of professionalism, unnecessary delays, and overall poor customer service left me frustrated and disappointed.

The visit started with a long and completely unnecessary wait at the drive-thru speaker. We sat there for a full five minutes before anyone acknowledged us. To make matters worse, we had to speak up first to get their attention, as no one greeted us or even gave the usual “we’ll be with you shortly.” This was particularly aggravating because there were no cars in front of us, so there was no visible reason for such a delay.

When someone finally responded, things didn’t get any better. We asked to place two separate orders since we were two different couples, and it would have been much easier for us to pay separately. There were no cars behind us, so this should have been a simple request to accommodate. Instead of understanding or agreeing, the employee rudely insisted we couldn’t place two orders and told us we’d have to drive back around for the second order. I politely questioned this, asking why we couldn’t place both orders since there was no one else in line, and the employee’s response was completely inappropriate—she told us to leave.

I want to emphasize that I have worked in customer service before, and this is not how you treat paying customers. Waiting at the speaker for an unreasonable amount of time, only to be met with hostility and refusal to accommodate a simple request, is unacceptable. During my time in the service industry, I always ensured customers were treated respectfully and their needs were met as efficiently as possible. This Wendy’s location clearly lacks those basic standards of customer care.

To address a specific concern, the African American female working the drive-thru at 10:30 PM needs serious training in customer service. Her tone was unprofessional, her attitude dismissive, and her actions demonstrated a lack of understanding about how to handle customers. Telling us to leave when we questioned the logic behind pulling around for a second order (when no other cars were waiting) was not only rude but completely unnecessary.

This experience was frustrating, avoidable, and left a lasting negative impression. I expect better from Wendy’s, a company that should prioritize customer satisfaction. Management needs to step in and ensure the staff at this location understands how to handle customers respectfully and professionally. No one should have to endure this kind of treatment, especially when they’re just trying to enjoy a simple fast-food meal.

I sincerely hope this feedback leads to improvements at this location, as this was a truly...

This place is pretty disgusting. I work three minutes away from here so it’s about the convenience and every single time I go here the food is never hot never fresh always stale burnt hard and for it to be in a very busy lucrative location. It makes no sense you can go and they will have 10 cars lined up and you don’t mind waiting because you think you’re gonna get fresh food and you finally receive your food after waiting 10 to 15 minutes and paying $15 for some fries that is hard chicken sandwiches that stale meat not fresh they never heat the bun up like it’s completely ridiculous, I’ve been here to this location multiple times and never once has it been good food I come again because it’s convenient and I be on my lunch break but from here on out I will be going further down to the other Wendy’s location. This place needs to be closed down. It has poor management. The outside is trifling. Can only imagine what the inside look like. Whoever owns this, Wendy’s does not care about this place. The employees do not greet you when they’re handing you stale food. Just overall would not spend my money and I highly recommend do not come here. I’m so mad that if I wasn’t on lunch break, I will go back up there to get my money back. Even worse is that I come usually at breakfast time which is typically busy or lunchtime, which is also typically busy and no matter what time of day you come the food...

I come here consistently on my break and regardless of the day/time/line length almost every transaction I’ve had here was genuinely day ruining. The workers were the rudest I’ve ever met in customer service; I’ve ordered from here more than several times since March and never have I had a good experience. The woman in front of me asked the cashier not to swear at her and her kids and I’m pretty sure the cashier started cussing her out because she said something. The manager stepped in and 25 minutes after placing my order with 2 cars in front of me I pulled up to the window and who I assume was the manager practically yelled the price of my food at me which; wasn’t my food bc the person in front of me had left 15 minutes earlier; so i said, “no sorry I got the _” and he rolled his eyes and just walked away and a whole different person brought me my food a little less than 5 minutes later. And glared at me when I didn’t drive away because they forgot to give me back my card. Every single time I come here almost every employee is rude plus the fact that it will take 20 minutes minimum to get your food. I’ve never seen someone employed be that incompetent let alone the entire location and it’s honestly disgusting that the manger of your business cusses out children...