Wendy's — Restaurant in Swansea

My boyfriend and I stopped here to grab dinner for National Hamburger Day. I didn't want BK or Micky D's. I like BK for their fries and McDs for their burgers. Wendy's burgers and fries are pretty good, depending which store you visit. Plus, I hadn't had Wendy's in a very long time so, Wendy's it was. Having done a college report on the company, I knew Wendy's wouldn't "cut corners."

We arrived around 7:14pm on 9/18/2023 to grab dinner. I noticed about 4 cars in the drive-thru, 2 parked in the lot eating their meal in their cars, and no one inside dining in - figured this would be much faster than the McDs across the street who had 12 cars in their drive-thru.

After walking through a hazard field with a slip-n-slide of a floor, we arrived at the counter and waited, and waited. There were a total of 4 people working this rainy night: 2 in direct eyesight to us at the meal prep line, 1 at the drive-thru window and another who appeared to be the manager also at the drive-thru. Not one acknowledged us - "hi, we'll be right with you" or "So sorry, we'll be with you in X minutes."

When the woman who appeared to be the manager came to the counter, a small sigh of relief came upon us, "ahh yes, finally we can order", but no, she proceeded to pick up cookies for what I assumed was a drive-thru order. The 2 people in the meal prep line continued with their conversations. Neither of them worried with the customers - no hustle, no customer service, no drive.

This team was not at all in alignment with Dave Thomas's core values: food & people. We left, no food, at 7:17pm.

“In 1940, at the age of eight, I dreamed that I would one day own the best restaurant in the world. All of the customers would love my food, and all of my employees would do everything they were supposed to do. But, most important, everyone would think I was a good boss, and every day when I walked into the restaurant, people would be glad to see me.”...

If you're Hallie or her boss, please keep reading, because you both need to hear this.

Long story short, I had a frustrating experience trying to order food for my kids from the Fall River Wendy’s location. The order was completely messed up, and when I reached out to them for help, they refused to assist me with a refund. Out of options and patience, I called this location instead, and that’s when Hallie answered the phone.

From the moment she picked up, Hallie completely diffused the situation. She was honest, kind, and transparent, openly admitting she wasn’t sure how to process a refund through the app, but immediately offered to download the app herself and figure it out with me. Are you kidding me? That level of ownership, especially for a mistake her store DIDN’T even make, is nearly unheard of these days.

We decided to just reorder the same items at her location. From the moment we walked in, it was night and day compared to our earlier experience. Our order was taken with care, prepared in under five minutes, and it was 100% accurate. Hallie went above and beyond to accommodate our various requests, and did it all with a great attitude.

The kitchen was calm and organized, the dining area was clean, and the atmosphere was totally stress-free. Most importantly, my kids finally got the meals they were so excited for, and that made everything worth it.

Hallie, thank you. You turned a mess into a great experience, and your professionalism, empathy, and effort did not go unnoticed!!!

If your boss is reading this: whatever you're paying her, she deserves more. A+ service all the way.

— A grateful parent...

I have had terrible experiences with this place MULTIPLE times. Tonight, I gave them "one more chance," and this was the last! I ordered a chicken pecan salad to take out, and when I got it home and opened it, it already had salad dressing on it. This might not seem strange in some places, except Wendy's salads do NOT come with salad dressing on them! This means that whatever was in my dish, HAD to have come from a salad that was leftovers from another customer! A couple of weeks ago, I was eating the same kind of salad at home, (Wendy's chicken apple pecan), and halfway through it, took a bite of something SO bitter, it could NOT have been anything meant for human consumption! It seriously tasted like some kind of bitter poison! We called about it, and got their usual response, which is, "I'm sorry. If you come back in, we can make you another one. Maybe 'something ' accidentally got mixed into it." SERIOUSLY??? I hung on to the one I had so that if it turned out that it was something toxic and I became sick, someone could actually analyze it! There have been MANY other questionable incidents at this place, and ordering from them yet again tonight was my own mistake, but I assure you, it will be the last! My partner just went out to return it for a refund. In light of the fact that there have been SO many problems with this Wendy's, I am seriously considering contacting the corporate office. I strongly recommend that the Board of Health look into this place. Something is very, very wrong here. Early at your own...