Wendy's — Restaurant in Sturbridge

We were on our way home from Boston and needed something quick. It was the Twilight Zone. Walked in, one of the soda machines was completely shut off, the other was blowing water out of it non-stop. I walked into the men’s room and it was filthy. We walked up to the kiosks to order and they were both shut off. We walked up to the counter and there seemed to be 6 to 7 people working. We were first in line and nobody even paid any attention to us. The line built up behind us and after about 5 or 6 minutes, a young lady with blue hair finally said “someone will be right with you”. Another young lady came over about 5 minutes later and took our order. She handed us cups for drinks and I said to use the soda machine with the water blowing out of it. We then walked around to find a table that was not dirty. People were walking out at that point. (It was not very busy inside either). We waited another 12-15 minutes for our food. Forgot to mention that there was an alarm panel fault so it just kept chiming and chiming. People that ordered after us were now complaining that it was taking forever to get fast food. While we were sitting there I heard one of the young lady’s say to a gentleman “ maybe we should lock the doors and try and clean this place up”. It was about 5:30 PM and you had customers in the lobby. Our order was finally ready, nobody apologized for the wait. I also heard another young man behind the counter tell someone else that they were out of something and the other guy responded with “make it anyway”. When we opened the bag, my wife’s order was wrong, we did not dare say anything and just ate it fast to get back on the road. What a mess. The board of health should shut the place down and maybe the owner should pay a little more attention to what is going on there. It’s honestly the worst Wendys I have ever been to and will never be...

This particular Wendy's was a complete mess. From the outside the store looked clean and updated. If I were to run in and back out simply to pick up a mobile order and pay no other attention it probably would've seemed the same. If you spent one second more in there you would've second guessed getting your food from this place. They weren't that busy for the half an hour we spent inside.

In short: neither of the two self serve kiosks worked; half the digital menu boards weren't on or working; no one spoke up to offer assistance; the floors behind the counter were filthy; many tables had food or grease spots all over the surface; most of the booths had tattered duct tape over torn spots; the men's restroom was one of the worst I've seen (I'll leave that one at that); and one of two soda machines was also out of order.

We chose to order here before noticing the gross parts of that list, but we did it via the app so that we could see the menu and deals since nothing at the counter seemed to be working. I selected my order to be dine-in and it noted that it would be ready shortly and show up on the monitor when ready. It did not show up on the monitor. I go up to the counter and it was in a mobile order bin and packaged for carryout.

Unfortunately it seems to be the norm at most places to not train the workers to pay attention to mobile order details as 95% of my mobile orders through any business are improperly managed (except Chick-fil-a). Ironically I'm only selecting options they give me.

Finally, there were no ketchup pumps in either of the two round spots for them. Only ketchup packets were available. I DESPISE...

I will be making a corporate inquiry first thing Monday morning, as they are closed on Sundays. The AI voice system is loud and unqualified to properly take orders. The five minutes I had to wait for the car in front of me to try and get their order correct gave me ample time to take in the scenery this location has to offer: a lovely downed overheight indicator battered and laying on the grass, trash strewn all over the parking lot, and many large insect nests all along the sidewalks - I couldn't tell if the were ground hornets or termites, but I felt I could appreciate their majesty from the safety of my car. And I am leaving out the condition of their dumpster area, for fear it may give me hives just thinking about it. The AI ordering system botched my order, or the staff, I'm not sure, for I was not given a receipt to verify. The staff did not greet me or offer me any warmth or - anything really. The biggie bag I ordered was missing the fries and the nuggets, the Dave's single was completely missing from the order, the chilli for my wife's salad was ice cold and also missing a fork, and there was no straw for my drink. I would have gone in to have this issues corrected, but thought twice about it when I gazed once again at the sprawling mounts of ground hornets nests lining the sidewalk outside the door.

This, in all sincerety and without embellishment, was the worst experience I have ever had at a Wendy's, and urge whoever at corporate to contact the franchisee and take immediate action to correct a place that is completely destroying their image and reputation with the...