Wendy's — Restaurant in Saratoga Springs

Update: Store is a little bit better but still not great.

This is not my first time submitting a complaint about this store but it might be the last time we ever visit this location. Where do I begin?

Well let's start with today's visit on 12/26.

We arrived around 10AM and there were two cars ahead of us that had not yet made it to the order screen and approximately 3 cars ahead of them. We pulled in and thought (against our better judgement knowing previous history of this location) this shouldn't take too long. 5 minutes went by. 10 minutes went by and absolutely no movement from any of the vehicles in front of us. Two more cars filed in behind us. 5 more minutes went by and what to my surprise, well absolutely movement still of any vehicles in front of us. And what do I see coming out of the front door of the restaurant? Well that would be your two managers coming out to smoke and not giving one ounce of care about the fact their drive thru line had literally not moved. Well we decided to confront them about why the drive thru line had not moved one bit in 15 minutes. They clearly showed not only us but the three cars behind us that they simply did not care that the drive thru was not moving. Their lackadaisical attitude about the state of their restaurant was appalling and every car from us to the ones behind us left after they heard that they couldn't do anything about the line not moving. This behavior by management of this store clearly explains every bad experience that we've had at this store. This issue today is in line with every experience we've had with this store over the last 3 months of living in this area. This is not a one off experience and for the store management to use the excuse of the holiday as the reason for it clearly shows no one understands the root of the issues.

Here's a list of everything else we've experience at this store:

Food constantly is either wrong or they are missing key ingredients to make food. As an example, they were out of croissants, sausage, and eggs. I had placed an order which had two sausage egg and swiss croissants which meant my entire order had to be changed. They have even been out of the staple soda flavors before. How is this even possible??

There have multiple times where the store has been out of non-perishables. They've been out of certain cup sizes, straws, lids. Being out of stuff like this simply is just unacceptable.

I sincerely hope that NPC international management sees this as this store is in desperate need for change and new management. There are clearly more reviews other than mine that show there is a systemic issue with this store that needs to addressed as this store is serving absolutely no value to the Saratoga Springs and Eagle Mountain communities.

I do plan to file my complaint as well with Wendy's corporate as this has been happening for too long and us residents deserve a better Wendy's than what...

I moved to Eagle Mountain a few months ago, and we enjoy Wendy's breakfast in particular, and this is the closest one to us. There have been times when we've been in and out of the drive thru in what I consider a reasonable amount of time, but lately, it's taken over 10 minutes JUST to get to the order point, and then another 10+ minutes to get our food. We've cancelled 2 mobile orders in the last few days just cause it takes too long to get through the drive thru, and their dining room isn't open until 1030.

Today was the last straw, and we won't be coming to this Wendy's anymore for breakfast, and honestly not for any meal, in all likelihood. We sat in the drive thru and I kid you not, none of the cars moved for around 10 minutes. We saw two men, who looked like managers, exit the front door and start having a smoke break. My husband, who has complained to the store manager before in person, recognized him as such, so I got out and was asking what the issue is. They played it off like "oh we have employees in there who are handing things" (clearly not handling it that well) and "we've been in the office doing stuff". Another excuse - "It's the day after Christmas"..... The day after Christmas shouldn't matter. Their attitude was very complacent and the attitude of "WHATEVER". I've been a manager in a fast food establishment, and as the manager you're responsible for making sure things are running smoothly. They were clearly not doing their job. They should have been inside helping their employees, who are clearly not trained well enough, or struggling. The store manager needs to be FIRED, because he's clearly incompetent and not fit for running a store. I've worked at the McDonald's across the street, which is LOADS busier than this Wendy's EVER is, and we handle it just fine, cause guess what? The managers actually WORK and help their employees the way they're SUPPOSED to.

Wendys has good food, especially the breakfast, it's one of our favorites, BUT the customers service is VERY subpar and the management at location leaves a lot to be desired. I hope someone from the franchisee will see this and make some changes, because the way this location is being run is unacceptable, from a customer"s standpoint and from someone who's been a manager. Fast food is not that difficult.

Update 6-7-2022

This location has improved drastically, I just wish their supplier did a better job as they're often out of stuff i.e. cups, syrup for their...

I wish I could give 0 stars, but Google doesn’t allow that. They require at least one star, basically a participation trophy.

Let me begin by saying, I am a patient man. I don’t expect much from fast food establishments, but the atrocities committed this evening cannot go unpunished.

My buddy and I just wanted to order dinner for ourselves and our hungry wives. We ordered 3 4 For 4s and a chicken sandwich. When we pulled up to pay, the kind gal told us the total was $36. Now, I scored pretty low on the math section of my ACT, but I can still do simple arithmetic. We questioned why it was so much but the young lady was positive the total was correct. We paid but continued thinking “why is it so much? Did she just misspeak?” We asked her again why the total was so much and wasn’t a 4 For 4 only $4.00? She wasn’t positive how much a 4 For 4 was but with tax she thought it was correct. Let’s work through this folks: 4x4=$16. The chicken sandwich meal was about $8.00. That comes out to about $24.00. Look, I know inflation under President Biden is going bananas, but even then, it’s not this bad. So we asked for a receipt and after a few minutes, the whole drive thru staff was trying to figure out our order. She came back and said we were charged incorrectly and they would charge us the correct amount. Fine, cool, mistakes happen. But it doesn’t end here.

We get home and all of our fries are only half full… the chicken sandwiches were all rock solid, and there was a hair in my frosty. So sad.

What I thought would be a simple and quick drive thru excursion was a nightmare. I will never take McDonald’s for granted again. At least they charge me the correct amount when they...