Wendy's — Restaurant in Portland

I patronized the Wendy’s Restaurant located at 1421 NE Grand Av, Portland, Oregon at approximately 4p today (3/20). As I stood in the restaurant’s dining area, I ordered food online using my cell phone. I waited for about 25 minutes prior to approaching the counter because I noticed my order was never listed on the monitor indicating it was being prepared or ready.

Note: per the below email, my receipt and order confirmation was received at 4:17p. This email expressly indicates my order will be made once click the “I’m here” button, which I did not do because I did not know I received it until I went up to the counter. John, the cashier initially engaged me and asked what is the name on the order? I provided the order name from the webpage: “MW Mobile”. John looked on the computer and was unable to locate the order. He then looked down and stated, “Here are those orders we could not find. Someone threw them away.” He took the orders from below the counter and placed them on the prep counter behind him.

John told her my order and she responded “Oh, I gave that order to someone earlier. Don’t you remember?” She then said, “I am not making that food again so you are just out.”

I showed the receipt on my phone. I also asked why my order was made prior to my clicking the “I’m here” button on my email receipt (received approximately 4:17p)? She continued to say you came and got this earlier and now you are trying to get a second order. I pointed to the restaurant’s cameras and told her to roll the footage back. She would see me standing in the dining area the entire time.

I explained I do not appreciate her making allegations that I am a criminal or trying to steal. I have a receipt and they made a mistake by giving my food to someone without a receipt. Note: the lobby had several customers waiting to order and pick up food. The food status monitor in the lobby had orders that had been picked up still on the screen under “being prepared”.

I firmly told this female that I will not leave without the food I purchased as this is not my problem. I asked “what is your name, I am going to contact customer service regarding this experience and situation.” She refused to provide her name. John also refused to provide her name. Again, she was behind the counter without a name tag. She turned and began making my order. She continued to say I was stealing.

Her manager (Santiago R.) came and asked what was going on? The female continue to accuse me of stealing the food as she made my order. He told her to continue making my order. He began to walk to the back and I stopped him. I asked if he is the manager? He stated “Yes”. I asked for the female employee’s name? Manager Santiago R refused to provide her name. I told him her behavior (at this point she is yelling over me as I speak to him) was terrible and I did not deserve to be talked in this manner.

This is completely unacceptable. I have a receipt. These employees were working hard and it appears Wendy’s process for order pickup allows people to steal. That being said, this employee has no right to slander me. I can only assume this employee believed that as a woman in a room full of men (except this female employees) I would be so embarrassed by her behavior that I would just leave. This situation was embarrassing and frustrating for me and all the other patrons waiting.

I understand being stressed at work but this is no reason to disparage and disrespect customers who are willing to provide proof of purchase. This employee’s behavior is a poor reflection on Wendy’s as a company.

Additionally, John and Santiago R. (Manager) stood by and accepted this female employee’s behavior. John was placed in an inappropriate position - but he should have told me the female employee’s name. She must take accountability for her behavior. Santiago should have instructed the female employee to provide her name and take accountability. I am not sure of the dynamic but she appears to bully the other employees. Again, troubling behavior which I am sure Wendy’s does...

3/20 downgrade from 5 stars:

Something goes critically wrong here around 7pm with random frequency. You'll sit at the drive through for literally 15 minutes l. They'll say, "hello, I'll be right with you" but make you wait an eternity while the line of cars grows the length of the parking lot behind you which is about a half a block long.

99% of the time they're extremely fast yet somehow most things seem to be made to order 99% of the time. I mean they're on average the fastest fast food I've ever had.

I've had 15 dollar burgers at BurgerVille that ALWAYS seem to come out of an incubator. It's like they all decided it was too expensive to have a dedicated grill guy - not this place!

I think this location has poor reviews because of the type of customers in the area. Lots of people who shouldn't be eating out given their budgets. Lots of miserable, traveling, out of towners in nearby hotels. I've even seen DoorDash customers reviewing how the food is stale. FFS fastfood it for scarfing. It's not going to hold up for the 15-25 minutes it takes to pickup, travel to & drop off.

Breakfast is nice and cheap. Eggs are cooked on site unlike McDs or others. Sausage is decent but I wish they'd all cook it a bit longer for flavor. They have better bacon for breakfast, lunch and dinner items. Not the flattened, petrified tree bark looking stuff you get at McDs.

Burger patties are bigger and more beefy tasting than completion. The pickles have life to them - you can tell they are made of actual cucumber. Competition seems like they came off the hood...

I go here once in a while and actually have a better experience in the drive through rather than inside. I know you can't expect much from fast food service but I thought this was worth mentioning. The girl at the front, Clarissa, was clearly half alive because I had to do most of her job for her. I should've just clocked in. For example: I had to ask my total amount after ordering, she forgot to take my payment since she walked away and only realized she forgot because I was still standing by the register after a while and she goes, "oh forgot to pay." I could've easily walked to the side and not paid from how clueless she was. I also had to take my own receipt from the register which is their job to hand to you (duh) and when I asked a simple question on my receipt she rolled her eyes and asked if I wanted to see the manager. It didn't have to escalate to that point but due to the fact that she seemed incompetent I figured it probably would be best for a manager to answer the question. Forgot to mention when my food was ready it was just sitting on the counter she didn't even hand it to me either or let me know it was mine, which was no surprise. I work in customer service therefore I know what's valued and expected from an employee. As I mentioned earlier I know you cannot expect much from a pathetic employee like her but the least I expect is for the person taking my food order and about to swipe my card to be half awake and actually WORK especially if they're getting paid for it right? Enter at...