Wendy's — Restaurant in Suwanee

NOT EAT HERE. THIS IS WHY:

We frequently visit Wendy's in the Gwinnett County area. On July 27, 2024, at 9 PM, we drove through this location and asked for a Dave's Single with lettuce as a bun, as a combo. The manager/supervisor came over the speaker and said they cannot use lettuce as a bun. I have ordered this several times at this location and others. Their point-of-sale system has a button for this option because every time I order it, it says on the screen, "Lettuce as Bun." I didn't care too much and said that was fine; just the burger components in a tray would be okay, as my son was hungry and didn’t care either.

When we got to the window, we were told to pull forward, with no one behind us. I understand they want to keep those times artificially low, so I didn’t mind this. They brought our food out about two minutes later. After we pulled off, my wife opened the bag and found that the burger had a bun, and there were no fries or napkins. They had forgotten our fries and made the order incorrectly. We turned around and pulled back into the drive-thru, kindly asking to have it remade as we ordered. They pulled us back up again, with no one behind us. We waited for about three minutes, and then a young, polite gentleman came out and asked for the other burger. I thought he was going to hand us our burger and just throw it away for us.

After thinking about it for a minute, I went inside to see our burger sitting on the food surfaces where other people's food is prepared, being taken apart to put in a tray as we had originally ordered. Not only did they violate several food service codes, but they were also going to give us back a ten-minute-old burger that was cold and had literally been taken apart and put back together by the manager.

My son has a gluten allergy, and every Wendy's we have been to has gladly given us two pieces of lettuce on the top and bottom instead of a bun. I am not asking for anything fancy, just to swap the bun for two pieces of lettuce.

Once I saw that, it made me sick to my stomach knowing that they take back food from customers and place it on their food service countertops. That is absolutely disgusting.

When I saw this, I immediately wished the team a good night and said not to worry about the burger. We left with no fries, no burger, and $9.69 wasted, which was better than eating a ten-minute-old cold burger that had been taken apart.

Sorry for the long review, but this needed to be said. I hope someone trains this manager on "Lettuce as a Bun" and also on basic food service rules and customer safety.

If our son had ate this burger they took apart he would have been sick for the rest of the evening...

My order was made - remade - remade - remade again. I can't express the level of restraint required to be nice to staff that that doesn't care for the food or the customer. Drive thru - bad food - go back to store and wait thru drive thru, order was remade. when presented with no comment offered, I ask what was in the bag and reply was "what ever you asked for" Offended and without comment I pulled away from window and upon examination... Wellll... I sent the whole order for two people back in and now there's two burgers, no fries, no napkins, no staws. Back around in the line.... Tried eating the burgers while waiting on line... same old tough greasy meat as the first burgers It was remade again. Next try... same problem. Fries were undercooked, hot, limp and greasy. The meat was cold/greasy/tough/tasteless. Bread mushy (like it had been steamed) Yet, Unmelted cheese. Even the ketchup seemed old/thick and dark. My frosty was not fully frozen.

So I went inside the store this time (The floor looks clean but it's slippery like a full coat of grease, I slid up to the register) I tried my best to nicely say my food was "not as it should be" be without pointing to cause or any blaming. After frustrated excuses that it was "done properly" My order - remade, I left the store extending numerous thankyou for the effort to take care of me and ensuring I was getting the best food Wendy's has to offer. again it's bad - I ended up throwing It all away.

I have tempered my opinion with the consideration that my experience, at the time of service, I was upset over the situation and I was continually asking my passenger if I was being kind and professional to the staff, was I being unreasonably critical of the food or service.... I was assured I was reasonable on all accounts - food and service was " not as it should be".

I understand that everyone has bad days and I, referring to myself and this post, I am no exception., I waited a week to Reflect on it all before I decided to make this post. While i want appreciate that my food was remade upon request and appreciate the efforts... I am left with Much regret and...

I went to this location on 5/29 ordered a Southwest Avocado salad and a orange hi-c. I asked the cashier to remove the tomatoes from my salad and I was told she could not because the salads are pre-made and they were all out of orange hi-c. No worries. I got all the way home and when I took my “pre-made” salad out of my bag there was no grilled chicken. I called the store that same night and was told I can return to the store and they will give me the grilled chicken but they would not be able to give me another salad. Not a refund; nor an apology. When I made it back to the store from my home they told me they were closed and he couldn’t assist me. It was late however the lights were still on. Being as I worked in fast food previously I gave them a pass. No harm no foul. I returned to this location today 06/23 and I ordered a number one medium combo. When I got to the second window after paying at the first window to my surprise the young lady told me they were still out of orange hi-c; no worries I just ordered another drink. The young lady gave me a small drink. I advised her I ordered a medium combo; confused she closed the window and got another associate for assistance. The other associate advised me that my meal came with a small drink; to which I informed her that I ordered a medium combo meal. The associate then tells me the cashier charged me for a medium fry and a small drink even though I clearly requested a MEDIUM COMBO. Again no apology; no resolution. This is the most incompetent Wendy’s I have ever been to and honestly all future guest should just save themselves the headache and travel the extra three miles to the Lawrenceville-Suwanee location. Will not be returning at all.

Good help is so...