Wendy's — Restaurant in Round Rock

Placed a mobile ordered today, 12/19/21, the app told me to park in the mobile order parking space (across from the drive thru window) and someone will bring out the food when ready. I waited for 15 mins and when no one came, I ran to the drive thru window to ask the employee about the mobile order. They informed me that they’re understaffed and I will have to go through the drive thru to get my order. That would have been completely fine, If they actually ran to my car to tell me that or put a note on the parking spot to go through the drive thru, but instead I had to ask them through the drive thru window. What if I had waited for another 30 minutes?

I brought this up when I finally got my food because the drive thru line was extremely long and slow. The manager on duty yelled at me because I suggested that he should inform people who ordered via mobile to use the drive thru. There was no indication otherwise; app tells you to park and wait for someone to bring you the food.

Also, when the manager was arguing with me, the other two employees were just standing there listening to our conversation. Is it really that difficult to put a sign that says all orders should be taken at the drive thru? They can literally see the cars parked there and it takes 30 secs to run outside and say, “Hey, sorry we’re a bit understaffed today. Can you please come to the drive thru?”

Being understaffed is not an excuse to not inform people that are waiting. Getting my food took 45 minutes at a fast food restaurant during lunchtime. I would not...

Just wanted to share an experience I had at this location. I was going to do the survey on the receipt but then I misplaced my receipt lol. Brace yourself, it might be a little long.

The manager that was on duty (short light skinned bald guy) lol was very sweet. I would come to this wendy's a lot to plug into the WiFi and do work while I was waiting for my ride to pick me up. One afternoon I brought my son and we ordered and I quickly realized that I forgot my actual bank card, I only had a prepaid card that I usually use for my online purchases.

Fast forward, I swiped the card and it ended up being a few dollars short of what I needed. I thought maybe I had a few dollars in my purse, but of course I didn't. I was going to just tell him to void half the order, that way at least my son would get something to eat before we got on the road. Before I could say anything the manager was shooing me to not worry about it and was serving us our whole order. He ended up just covering the rest for me.

To most what he did won't be a big deal. To me, a single mom who actually hadn't eat all day due to a work overload and my son, a 9 yr old who's lunch wasn't enough to actually fill him up that day and was complaining about how hungry he was..... it was. We had an 1.5 hr drive after leaving there before we made it home :(.

Needless to say we were very appreciative of the act of kindness that was shown by this manager because he didn't have to.

May we all pay it forward.

Thank you,

From a very...

I have NEVER been so upset with fast food as I was at this Wendy's location recently. The food I received was unacceptable [The food was not fresh at all, let alone not even hot]. I called and spoke to a manager (#1) who said I could get a refund, but only if I didn't eat the bad food and physically brought it back the next day. This was already frustrating, as I live nowhere near this location. Despite the inconvenience, I drove back the next day just wanting my refund. I thought I was going to see manager #1 but he wasn't in. I explained the situation very politely to the manager working (Manager #2). Unbelievably, she copped a major attitude with me just for asking for a refund for their mistake. Then, she had the nerve to blame ME, claiming my food wasn't fresh because my mobile order pickup was 'late' - which wasn't true, I was up the street when I made my ordered ! Even if I had been slightly late, how does that excuse serving bad food?! I was calm and pleasant the entire time, even after having to drive all the way back there. There was absolutely zero reason for her rudeness and defensiveness. The customer service here, particularly from that second manager, is appalling. Save yourself the headache. I will NOT be visiting this location ever again and recommend others...