Wendy's — Restaurant in Texas

Manager throws food on me and my new car in drive thru! No apology.

In October 2023 I went through the drive thru and an employee was so demonstrably rude that I felt like I had no choice put to file a complaint. The employee denied my request to speak to a manager, it turns out she was the manager. I contacted Wendy’s customer support to file an official complaint. They said they would take care of it. On December 28, 2023 I ordered food at the drive thru at the same location. There was a problem with my order when I got home so I called the location and I was told to return the food and they would remake it. When I went to the location the inside was closed so I went back through the drive thru. The same manager I made a complaint on in October came to the window, we recognized each other, when I gave her the food she threw the food at me and got food all over the interior of my new car! Not knowing what to do I called the police to the location. Once they arrived I had a cordial conversation with the Sheriffs Deputy. We both realized they couldn’t help me. I explained that I would simply file another complaint with Wendy’s. A different deputy came outside very angry and told me I was trespassed, without asking me any questions so I left right away. I filed another complaint with customer support and they assured me a district manager would contact me. That didn’t happen. I had to follow up two more times to speak to someone. That person was not aware of either of the complaints or the circumstances. She assured me someone from the stores leadership would contact me. They did not! I reached out again on February 2, 2024. Finally I was transferred to Rebecca. Rebecca was not a manger as promised. She represented Haza foods. She took my statement, requested pictures from the food thrown in my car and of the manger that did it,! I sent those pictures. I followed up with Rebecca on February 29, 2024 because she hadn’t responded to the email or called me back as promised. She told me that she referred the issue to her manager. Rebecca was short with me and told me I was still trespassed from that Wendy’s location. I asked for her manager’s contact information. I left several voicemails for Roger Adams, regional director. He never returned my calls. On March 18, 2024, more than 5 months since the first incident and almost 3 months since the second incident I had to call customer care again because there had been no resolution. Shortly after that call, I received a call from a private number from Roger Adams! Roger was hostile, condescending, and disrespectful to me for no apparent reason. I tried to explain what happened and how there has been no resolution thus far. He wasn’t interested and continued to be confrontational. I told him I was going to just contact customer support again about his behavior and I hung up the call. He called me right back pretending that the call dropped. I assured him it did not. I scolded him for his response to a situation where one of his managers threw food on me and no one has even apologized, provided a refund, and I am the...

Outrageous Treatment from Manager Who Couldn’t Care Less About Customers

I had one of the most ridiculous and rude experiences at Wendy’s on December 31, 2024, around 6:30 PM, and it was all thanks to a manager named Luis Moreno, who clearly doesn’t value customers or basic common sense.

On December 29, I went through the drive-thru and ordered a small fry and a mini Frosty. The employee at the time recommended their Frosty Key Tag, which gives you free mini Frosties all of 2025 with any purchase. She was professional, helpful, and even honored the discount that day and said I could continue using it, as they didn’t even offer the 2024 key tags. I thought it was a great deal, so I bought the key tag, trusting that it would work as advertised.

Fast forward to tonight. I ordered the same thing—small fries and a mini Frosty—and expected the Key Tag to be honored. Instead, the person at the speaker told me that the discount wouldn’t start until 2025 less than 6 hrs away). I explained that I had purchased it just two days ago and that the employee had honored it at the time and said I could use it. It’s December 31, just hours before the New Year. Common sense would say, What’s the harm in honoring it again?

But apparently, common sense is nowhere to be found at this Wendy’s. Manager Luis Moreno was called in to address the issue, and his response was appalling. He refused to honor the Key Tag and dismissed my concerns entirely. His attitude? “It doesn’t matter if I lose you as a customer—I don’t care.”

Yes, you read that right. A manager at Wendy’s openly admitted that he couldn’t care less if a customer walked away. That’s not just bad service; it’s downright insulting. Policies are policies, but customer service is about more than rigidly following rules—it’s about treating people with respect and using discretion when the situation calls for it.

What makes this even more absurd is that another employee had already honored the discount just days prior. This wasn’t about following policy—it was about a manager with no regard for customer satisfaction or loyalty.

I’m absolutely floored by how little Luis Moreno cared about making things right. His dismissive, rude attitude was unacceptable, and his refusal to even consider the situation’s context was eye opening. If this is the kind of leadership Wendy’s promotes, I want...

I mean Wendy's is Wendy's, however, I've frequented this location since it first opened several years ago and now it's also where my daughter likes to eat. The food is okay, usually not a very long wait in the drive thru, but this last visit, made clear how badly a change in leadership is needed or at the very least, an overhaul in the training department. After about 10 minutes after handing a $20 bill to the staff member at the window/register and watching them literally do nothing but stand around holding the $20, looking confused. I asked if there was an issue? The staff member asked if I had a credit card I could use and I replied, yes I do, but I already handed you a $20 bill and I'd prefer to pay in cash and asked if there was a reason why this was a problem? They said because we cannot get into the cash register for your change...As someone who's worked in the restaurant industry for nearly 2 decades, I was shocked that a cashier was trained so inadequately, that he somehow was never trained how to complete a cash transaction and give the customer their change, so I asked if there was a shift manager around or Manager that could help and I was informed that, no there was no shift lead or manager in the restaurant, and in order to get my change, id have to wait for the manager to get there(this was around maybe 7pm) but they didn't even know when that would be - which was a very large red flag for me, but my daughter was hungry, so I offered to pay with a card instead. Strangely, instead of accepting the card that I was originally asked to pay with, he declined and pulled a $10 bill out of his pocket(my change was near $11) and the young man asked if it be ok to just take the $10 bill and forfeit the rest of my money, granted it wasn't much, but still, a restaurant should be able to function always, as if the manager isn't there holding everyone's hand and definitely should know how to complete a cash transaction without needed a manager....