Wendy's — Restaurant in Rochester

We've placed orders online or through delivery apps which, of course, results in the store receiving advanced payment. More often than not (an honest estimate would be approx 75% of the time), we'd find ourselves waiting & waiting or we'd go to pick up our meal only to learn the store had closed.

It's one thing to close a little early on occasion after a slow night. Every single event I'm referring to involved the store closing at the most random times. For a store that has closing times posted Mon-Sat 12am/Sun 11pm, either we or a food delivery driver would arrive at the store to pick up ordered & paid for food at times like 3pm, 5:30pm, 6pm, 8pm, 10pm only to find the inside & drive-thru closed.

There were situations we'd discover a sign stating they were closed or worse, we'd waste even more time sitting in the drive-thru waiting before giving up & discovering they were closed. This was extremely frustrating on several levels, but also an inconvenience creating unnecessary work as we'd have to fight to get our money refunded. Once we could convince a customer service rep or local employee that we did not receive any of the food we'd paid for, we'd then have to wait several days to process & receive a refund.

To make matters worse, when we worked with employees both locally or by phone, not only did we never receive an apology, we were often met with rudeness & disrespect. Rest assured that we did not approach the situation in that manner. I wholeheartedly believe you attract more bees with honey.

I love me a Frosty as much as the next guy, but we've been burned too many times.

Fool me once, shame on me. Fool me 10 more times, I must say bye-bye...

This place has the inside closed like 98% of the time, and it defeats the purpose of having the app. I order ahead and I still have to wait most of my lunch break just to receive my food. Then they have the note on the drive thru window saying closed until “4:15 sorry.” Well this isn’t the first time for that either, BUT right now it’s 5:21 and I just pulled out from the line since it’s well AFTER “4:15,” the note is still on the speaker, and when I pulled up the the first window for help, the guy who was standing there looked at me dead in my face and the en walked away and never returned. I had to leave and go to McDonald’s and order during my last 10 mins of my whole lunch break, not to mention the app just took my points for the 2nd time that I’ve tried to redeem and couldn’t talk to anyone there about it and yet didn’t receive my item I was trying to redeem. App pointless. Note on the speaker pointless. I’m tired or losing my eat time because of there lack of service. I don’t expect them to be perfect but I do expect such a popular establish to be at least be professional enough to say something when only one single car pulls up to them because of their incorrect advertisement on their speaker, to say I’m sorry but we still aren’t open, or SOMETHING more than just looking me in the face and walking away for good!! NOT HAPPY with this...

So we pulled up to the drive through we were told to wait to order. Mind you there is not a single person in line. But whatever not a big problem, then 4 min later a car pulls up behind us and I ask again if they were ready to take my order. Again told to wait cause the manager had to use a thumbprint or something. When the manager lady finally took our order she was rude and didn't talk in a kind manner at all. She kept asking things is that all over and over after everything I said. Then we pulled up to the window and she took our card, went to the next window Got our pops. I asked for a coke no ice and a fruit punch extra ice. Got 2 cokes with ice. When I finally got the attention of the worker I told her my coke was supposed to be a fruit punch because I didn't care to much about the ice in the other drink. She handed us the new drink, and then the food after sitting there for an additional 7 minutes. We immediately noticed the fries were not even warm and when we got home ( live right down the road) the burgers, chicken nuggets, and fries were cold. The Caesar salads we had ordered did not come with Caesar dressing they gave us french. So I fed the food to my dogs and went to bed starving. Terrible service after 10. Somebody needs to do something about this. This is the 3rd time this has happened to us we will not be...