Wendy's — Restaurant in Texas

This Wendy's just can't seem to get it right. And it's not for lack of effort. It seems they focus on the food, as it should be, but so should customers and how you handle them. It's great if you're workers are polite but what does that matter if you don't handle your customers properly? For example yesterday I ordered a single with cheese combo with a with no ice, an order of Baconator fries and a medium Dr Pepper. Placing the order was difficult. Three different people came over the intercom but none could give me my total or tell me to pull forward. Once at the window I was handed a Gatorade full of ice and I paid my bill. They then asked me to pull forward. A teen brought out a bag but no soda. I asked Him if he could bring it and he said yes. While he was gone I checked rest of my order and found no fries with the combo. The boy brought the soda and I told him I'm also missing the fry for the single with cheese combo. He said I'd have to park and come in for that. Let me know that I've already waited in line had trouble ordering was sent ahead to wait and now I have to go park and go into the store. It's 104° with the heat index of 100 and 110. This is getting annoying. So I park a walk up to the restaurant in the blazing sun in dirty yard close that I did not want to get out of the car in in the first place and go into the counter. I told the boy I need a fry for my single with cheese combo. He asked for my receipt which is back in the car in my purse. So I walk back out there to my truck Grab the receipt and walk back into the restaurant now I'm absolutely sweating bullets started to get a little annoyed. I placed a simple order with no special requests and I shouldn't be working this hard to get part of that order. I did not mess up the order Wendy's did. So we determine that the order taker messed up the order and put the Baconator fries as part of the combo. They then asked me if I wanted to trade my Baconator fries for a small fry for the combo. And I said no I don't that's my lunch. I want a fry for my combo and you should just provide it for me because you guys messed up the order not me. Look, it's just a small fry it's not like it's 18 hamburgers! I had been there over 30 minutes. I came to the drive-thru for a reason and now I'm standing here in the store covered in dirt sweating to death trying to get what I ordered that you messed up and you want me to trade one of the things I did get for something that I didn't? And what will you do with those Baconator fries if I trade them in for regular fries? You'll throw them away is what you'll do with them. Penny wise pound foolish. After all the shenanigans I feel like the proper call would have been to give me the fries. Anyway, what food I did get was okay but the service was terrible and that should never have happened to the customer over an order that the restaurant messed up. I left without the fries. They really need to evaluate their policy. It's not fair to make me pay for your mistake. You owed me a fry. Especially after all the loops you had me jumping through. However I left with no fry I couldn't see myself having to pay for a small fry after all of that. Just won't go back there. Gotta remember this is not the first time it's been a crazy petty problem with an order and although some of the kids that work there are great the management is quite rude and not at all receptive...

My order was wrong. But this was not the first time at this location. In fact, EVERY SINGLE TIME I order from this location my order is incorrect. EVERY. TIME. I was having this issue a YEAR ago. Tried contacting someone about it but never could get a hold of anyone at a district level. There is ZERO accountability. I vowed to never go back to that location. A year later, today, I thought I’d give it another go. Maybe staffing changed. Maybe management changed. Maybe the broken processes within were fixed. Nope. Still the SAME problems exist. Surely staffing at a store level has changed which tells me this is an issue with upper management. I feel bad for the employees who have to face this on a daily basis while management (above store level) is NEVER held accountable for the broken process in her area. I just tried calling the store multiple times to confirm the Area Manager’s name and no one picked up. Typical. I’m pretty sure her name is Corina though. And if I recall correctly, that was the same area manager from last year. This person needs to be held accountable from someone higher up for her inability to ensure a consistent customer experience. And this company should be ashamed of themselves for allowing this to continue for YEARS now. I would also like to say that the shift manager Karelyn Ayala threatened to call the police on me as if I was a criminal when I told her I wasn’t leaving until I was given contact information from someone higher than a store level. Wendy’s is the criminal here, not me, for taking my money and not providing the product and service that I have paid for. She eventually remade my order, gave me a refund and provided me with a phone number. The number she gave me was just the phone number of the store she works at. But maybe she was just doing her job. Maybe she had been told to not give out a phone number to a customer who received poor service and had been told to threaten the customer with calling the police on them. If so, then once again, shame on Wendy’s and shame on upper management for putting your employees in that position. I already received a refund so I’m not looking to get free food. I’m looking to get justice and looking for someone (above the store level) who is going to be held accountable. I would appreciate a formal apology from that person and from Wendy’s Corporate. I would also like to know what your action plan is to ensure this is not going to continue to happen. Until then, I will continue my boycott on Wendy’s and encourage all I come in contact with, in person and online, to boycott with me. It’s absolutely ludicrous to me that this has gone on for so long. I grew up going to Wendy’s with my family every week as a child. It’s very unfortunate.

This was something I attempted to send in a survey to the store. It said be as detailed as you like. Then when I tried to send it it limited me to 1200 characters. And then when I deleted some of it and tried to send it again it said the survey timed out! Apparently Wendy’s could care less about feedback from their customers. So now I’m posting it here and maybe someone somewhere within the Wendy’s corporation will see it and reach out and resolve the issue they are quite clearly making so difficult just to even contact them about....

The dis functional women at the drive through tonight tried to COMMAND ME to pull forward when there was NO OTHER CUSTOMERS behind me. I recommend that I wait at the window to prevent her employees from having to leave their stations. And she immediately COMMENDED ME to pull forward. As I tried to reason with her on her colleagues behalf she once again COMMANDED ME to pull forward because it’s (in her words) a fast food company. I explained that there were no other customers and I would prefer to wait at the window as recommended by company policy. Once again she COMMANDED ME to pull forward. When I declined she immediately ran to the back and told the employees preparing the food to Wait!!!! Wait!!!! Wait!!! And at this point all of the other employees recognized her inability to be a representative of the organization and continued to do their job. If someone from management finds out this ladies behavior they would and should be concerned with the way she treats the customers and most importantly the employees. I’m pretty sure she was the one in charge tonight. I feel sorry for all the sweet ladies working in this TOXIC...