Wendy's — Restaurant in San Angelo

We made a large mobile order ($48) at 5:48 pm. We arrived to the store at 6:01 and waited in the drive thru for 5 minutes. We got to the speaker at 6:06 pm, told them we were picking up a mobile order, and we were asked to pull up.

We pulled up, and they handed is a small bag and walked away. We waited for someone to come back to the window and told them they gave us the wrong order. First, they said they couldn't find our order so we must have ordered to the wrong store. We didn't, and the mobile receipt shows the time 6:06 pm, the time we made it to the window.

They asked us to pull up, but we went inside. After waiting, the manager, Liza, said they had no record of our order and said we must have ordered to the wrong location. We showed her the receipt again. Then she implied the order had already been picked up. We told her if it had been, then they gave our order to someone else. She said then there must be a problem with the app. We asked for our food or a refund. She told us she couldn't help us and walked away.

We stood there, shocked at how unprofessional and rude she was. She walked over to the fryer and ignored us. The other employees apologized to us.

Liza finally came back over, and said again there was nothing they could do. I asked her several times what we needed to do since my credit card had been charged. She said to contact the app and just walked off again.

We went to the parking lot and called support. When we got through to someone, they confirmed to us that the store had received the order and filled it. We went back inside, told Liza this. She said no and walked away again.

As I spoke to support, an assistant manager came out. I let him speak to support. He went back to check their computers, and support apologized for the way the manager Liza behaved and the problems. We asked about the 6:06 time on the online receipt, and she confirmed that was when we got to the store.

The assistant manager came back and apologized, but he couldn't find the order. He said they couldn't refund us or give us our food. We weren't happy about that, but at least he tried to be helpful.

Support told me the refund would be from the store, and she put in a request for them to refund me and call me.

After the way the manager treated us, I'm doubtful they'll follow through. I'll be surprised if I don't have to file a charge back with my credit card company.

Terrible customer service.

Edit: It's now 1/3/2024, and I still have had no contact from the "Management Team" of this store. I've been assured now by 3 different customer service reps from Wendy's that the management team will contact me about this experience and about a refund, which I have yet to receive. I've initiated a dispute with my credit card company because Wendy's obviously does not care that it has...

The incompetence here is incredible, we have truly given this Wendy’s chance after chance to correct things and make them right. We have ordered probably 30 times in the last 2 months due to it being very close to my work and loving my old Wendy’s but they REALLY just can’t get it right. Not a SINGLE order has been put out right. I’m not sure if it’s lack of training or general neglect of caring, but the service is just AWFUL. We have been through everything from being double charged to literal meals left off our orders MULTIPLE times. I think the biggest joke is that they just can’t seem to get online orders correct. How hard is it to look at a piece of paper and read? I understand working in food service sucks, but when you are given literally 25 minutes notice to make an order I seriously cannot understand getting it wrong EVERY. TIME. I have NEVER ordered a salad with grilled chicken from here. Ever. However when I would almost everyday order a salad for lunch(because they are usually delicious) I wouldn’t get it! Every time I ask to sub it for spicy chicken they get it wrong. They forget to add dressing, croutons, you name it(and I know that sounds picky, but you are paying almost $10 for a salad and they can’t even serve it correctly??) and they give you attitude when you point out that your order is WRONG. Today was the last straw, it was my birthday and all I wanted was a spicy chicken salad with croutons and dressing. I even had my boyfriend ask the lady if the chicken was spicy chicken and she assured him it was. Lo-and behold- it is grilled! Again! No dressing, no croutons, like every other time ever they have messed it up! They don’t even bother fixing it anymore! I’m through with the god awful Wendy’s and their just lack of care for customers that have been extremely loyal through mistake after mistake. Wendy’s- either hire people that aren’t missing half of their brain or get better training in your kitchen. It’s pitiful at this point.

EDIT: it seems like they have cycled in some new employees who have either been trained better or just care more about what they are doing. The last few times we have went since they comped us a meal have been pleasant, the food is delicious and there hasn’t been things left off. The occasional attitude problem, still, but I understand that working and staying positive in food service is hard. Changing my review from 1 to 4, thank you to Karen for making sure we are...

After many times dealing with the same issues from this restaurant, I feel I have to finally leave a negative review. Every time I have come to this location I end up encountering the same issues. I am lactose intolerant and cannot have cheese on my burgers, and I make sure to tell the worker over the intercom “no cheese” to which they will repeat it to confirm, but they never mark it down on the order. This time when I got to the pay window I asked the worker if they had marked it no cheese, and he tells me they put it in as just a regular burger, so he has to leave the window to get it fixed. Once he confirms it’s correct, I pulled up to the pick up window and check the bags they give, just to see there’s a burger with cheese, so i once again have to tell the workers that it’s wrong. It honestly feels like the entire staff here is being willingly incompetent, and I’m so tired of it. I’d understand a mistake here and there, but this has been EVERY TIME, to the point i know i need to repeat my specifications and double check everything they hand me. Extremely disappointed.

UPDATE AS OF 12/28/2023: I don’t know why I thought they'd have gotten better, but my son badly wanted wendy’s and I figured I’d just get something else since they always mess up my burger order. Ordered a sour cream&chives potato, medium frosty, and a kid’s nugget meal. After paying we were asked to park in a spot and wait. After waiting for 20 minutes they brought out our food, which i noticed was missing the medium frosty and had a kid’s burger instead of the nuggets. Sadly I didn’t also confirm the type of potato, because once we got home I realized it was a cheese and bacon potato. I really do not understand how this restaurant cannot seem to get a single order right. This location needs a complete rehiring of management and retraining of all staff. Dropped my review from 2 to 1 star. I’m done trying with this place and I will deter everyone I know from wasting...