Wendy's — Restaurant in Southfield

I just had the worst customer service of my life (so far) at this location. I've eaten here plenty of times before and while the people may have been short or cold, the food is good and fresh so it kept me coming back over the years.

I placed an online order. The app is newer to me but I picked drive thru and drove over and got in a very long, unmoving line. After about 18 to 20 minutes of the people in front of me waiting, driving off, pulling out (including one mini van that I thought for sure was gonna get stuck on the median/curb), it was my turn. The person over the kiosk told me they were sorry for the inconvenience but the drive thru register crashed so they couldn't take any orders. I said that was okay, because I had an online order. After another minute or two wait, they asked me to go into the lobby to pick it up. At this point, I'm still fine. I have no where to be, I'm not angry, things happen and it's been 20 minutes or so right, so I should be able to get my food and go. Wrong.

The first person I interacted with was combative from the start. She asked me what I wanted so we took it from the top, I had an online order. She asked for the name, but upon hearing the name for the order she said she didn't have it. She ran through all the made orders there and it wasn't there. She told me to make sure I was at the right Wendys which was the only troubleshooting she would offer me. We confirmed I was at the right location. I showed her my paid online receipt but she insisted she didn't have it. And I said okay well you'll have to remake it and she went off. She started yelling at me, saying she didn't have to do anything. I asked to speak with the manager and she literally popped her polo collar at me and said she was the manager and continued to repeat that she didn't have to remake the order or do anything for me. She went to back of the store and was audibly laughing and making fun of me to the workers back there. From there she just ignored me and I had to try and get someone else to help me. A second worked told me the same thing, that they didn't have the order, she refused to look at my receipt and said there wasn't anything I could do. I tried to discuss with this new worker and say well is there anyway you can look at closed tickets, or older ones because I placed it so long ago. Maybe someone else picked it up or gave it to the wrong person. She ignored me. I tried to get the managers to start fresh with me but she just continued to pretend I didn't exist.

The second coworker finally decided to try again because I hadn't left and I was walking out saying that I would call corporate. What do you know, she found my order. She gave the ticket to the manager and the manager made it but continued to ignore me. She wouldn't look me in the eye, or even apologize to me.

It's so silly to leave such a long review for less than 10 dollars worth of food. I know from personal experience that food service workers are often mistreated by customers, and work very hard despite it. But I am so hurt over the way I was treated at this store. No one showed me any empathy or patience. No one treated me with any respect. I didn't raise my voice, I didn't swear, but the manager still treated me as less than and didn't even try to have an actual calm conversation with me about the issue. She didn't give me any way to resolve the issue and just expected me to take a loss and pay for food they refused to make me.

TLDR: slow, crappy service. Manager was wrong and escalated an issue that didn't need to be escalated. Wouldn't apologize to me when...

I love the food, but I have HAD it with this super rude woman working the drive thru. A couple snarky comments have happened before, but today was infuriating. I ordered a combo, and wanted to get the free jr frosty with my key tag thing. She closed the order after getting the combo, without asking if I was done, so I had to call out. “um, I also wanted the free jr frosty!” After a second she came back, the frosty showed on the list, and she said “does that compete your order?” Except I didn’t notice that the frosty actually had the full price on it. So I said yes. At the window, I pulled out my key card and checked with her, “you got the free jr frosty right?” Her tone immediately changed, and she said, “you didn’t tell me you had the key card.” I replied, “oh. But I said I wanted the ‘free jr frosty’” After which she sighed and turned away while muttering “you didn’t say free”. I said back “I did say free.” She ignored me and clicked around on the register for about ten seconds, then swiped my card. She opened the window again just enough to to put her hand and my card through, and I grabbed my card which a short “thanks”. I assumed that was it, so I got my food and left. I didn’t think to check the receipt til I got back to work, and immediately got pissed. She STILL didn’t mark it as free! So long story short, woman got rude for no reason, even though I was initially polite and tried to correct things quickly, and she decided it was worth it to intentionally not fix the order. Again, no qualms with the food, but this...

EVERY single time I've been in there they find a new and creative way to piss me off. ALWAYS slow no matter what else they do. They're so busy babbling to each other in there or playing on their phones, they don't pay attention. Typically the place is a huge slip hazard around the counter (do that many people throw their orders back?).

And since they've opened they simply can NOT get an order right. Twice I've been standing at the counter after checking the bag, point it out, and they try ringing me up for another of what ever they forgot to put in the bag. There is no accountability in this place either. I've dealt with the shift manager a few times and they're as useless as the rest of the staff. Don't bother complaining on the website either. They just have the same incompetent buffoon of a manager call you back. They get an attitude because you made a complaint and then turn it into an argument. I'm DONE with Wendy's all together because of this.

UPDATE: went there today as a favor to a family member. 7 people behind the counter, 2 more in the parking lot in uniform. 1 actually working. Another taking breaks from texting to screw up taking orders. Was one of the 3 people waiting in a line of 5 to walk out after 15 minutes. Excellent display of ignorance, apathy, and a glorious lack of work ethic. Pretty much the usual around there. At least they didn't screw up the order this time... only because they didn't take...