Wendy's — Restaurant in Rowlett

Let me preface this by saying: I get this is fast food and they are probably short staffed and lacking management structure but this location is an appalling representative of Wendy's brand and it should be closed. They are consistently slow, incompetent, and uncourteous, nor apologetic when they screw up (and they screw up often).

Tonight with our two small children in tow, we ordered through the mobile app for drive thru pickup around 7:40pm, waited 3 minutes at the drive thru to even be greeted (no one else ahead of us) then were asked to wait at a curbside pickup spot, ok fine. We waited 24 minutes for a cheeseburger combo, a junior combo, a baked potato, and an extra order of fries. We saw other drive thru customers wait a long time but ultimately get served before us. The doors were locked despite the hours posted for the dining room to be until 9pm today. Not only did I have to literally walk through the drive thru lane to get the attention of a staff member, he was confused who I even was, they clearly didn't even start our order. And since my order history in the app was clocked in at 8:05 I'm confident he didn't start our order until then. When another team member brought one bag to the door (I stood outside and waited) not even HALF of our order was present but he was claiming it to be fulfilled entirely. I insisted he go back and check the ticket as they were clearly missing half of our items. When he finally returned several minutes later, we still technically were missing items. We didn't receive sauces we did order in the app, EVERYTHING WAS COLD, no napkins, and certainly no apologies, nothing. Also this is my third visit to this Wendy's in 3 months where I've ordered a baked potato and ordered the baked potato condiments in the app (sour cream, chives, and butter) and the THIRD time I received no condiments and brought home a sad potato that I've had to dress myself with ingredients I had at home. By this point, my two kiddos had been screaming for 15 minutes, it had already been 30 minutes of waiting and couldn't make them wait any longer to have them rectify these final missing items - at least there was food that mostly represented...

Hoooo-ly crap. I just spent most of half an hour waiting in the drive through to let this location know that I was there to pick up my pick-up order. I waited behind two cars who just sat at the speaker, as I discovered upon my own time waiting at the speaker, just waiting to be told the employees were ready to take my order. I actually sat at the speaker waiting in my car with cars piling up behind me and subsequently leaving the line for a total of seven minutes before I was even told that they were ready to take an order.

I then pulled forward to park in the mobile app order pickup space and....you guessed it...waited some more!

At the 25 minute mark (Yeah, I'm apparently remarkably patient when I want Wendy's.) I decided to go inside because it must just be wild busy inside and maybe they just can't get my food out to me they're so busy. Nope. There were two small groups of people (2, and 4) sitting at tables inside. Not busy at all. Amazed, I approached the counter and watched not two or three, but five employees including their manager just standing around lackadaisically sort of moving in the direction of making and distributing food, if I'm kind.

I mentioned how long I'd been waiting to the manager, and she did apologize, but not with any weight to it. No offer of any type of compensation for my poor experience or my time wasted. I'm not even sure she realized their line was moving so slow.

So whatever, I got my Wendy's, right? I take my meal out to the car and immediately pop a fry in my hunger hole because the craving is real.

Cold, stale, unsalted sadness.

I was gonna be like... "whatever, busy AF I guess. Got mah food nomnomnom," but these fries are so bad I tossed em.

The saving grace was that at least my Pretzel Baconator was hot and delicious and just like I asked for it. So, kudos to the lady working at the burger stove--she earned you some stars back, Wendy's.

I'm really disappointed that next time I want Wendy's, Imma have to...

Worst restaurant in Rowlett or Rockwall Pulled in tonight and the dining room is closed at 9. So I pull into the drive thru. There is a trash bag over the speaker &all the lights on the menu are out. I thought the speaker etc must not be working so I pulled up to the next window where no one was and then I pulled up to the final window and told them I needed to place an order they looked at me like I was crazy. I said well your system's down. They said no it's not and I said it's got a bag over it and the menu lights are out it looks dead. Then they checked and turned on all the exterior lights and the menu. I said i still need to place my order but she rolled her eyes and told me to go back through the drive-thru again and I said I didn't feel a need to do that and they said well we're not going to help you unless you do so I left. I never got to order my food. Also it's really common for both locations in Rowlett to leave all the lights off outside and make it look like they are closed it's like they don't want to be bothered to do business. When they come up to the window they always look like you're bothering them. I have never seen a place where the employees have such a...