Wendy's — Restaurant in Town of Henrietta

I am really conflicted about sharing this, but I was totally shocked about how another customer was treated while I was at your restaurant. Although he was somewhat abusive, I feel that he was right about how he was treated. To start off with, when I arrived around 8:30 p.m. there were two girls standing by the register one seemingly entering an order while the other stood around chatting the other one up. When this other guest received his order he became upset because he specified he did not want mayonnaise on his sandwich and apparently had made this clear to the person taking his order. Although his fish sandwich did not have mayonnaise, he was not apprised of the fact that it would come with tartar sauce. When he received his sandwich, mayonnaise is what he thought he was looking at. He did raise his voice , but what happened next was uncalled for by your employees. They started making fun of him as he was older and seemed a little out of sorts, asked to make him another sandwich but then continued to poke fun at him while another four employees came up to the counter to see what was going on. One of the employees asked to have the manager come help him. When he didn't come immediately, which he should have, the argument escalated. Next, the girl that was standing by the register not doing anything, screams at the top of her lungs for the manager. At this point the customer is completely Fed Up and ask for his money back. Now the manager comes up, mind you all the other employees are still up at the counter making fun of this guy. The manager does not try to do anything to diffuse the situation asks the customer for his receipt and then refunds his money. Never making any apologies for the way his crew is acting. Once the gentleman leaves, the crew continues to talk loudly and poke fun at the customer. The manager tells them not to worry about anything that they didn't do anything wrong. I think your whole crew including the manager need to go for some sensitivity training. Additionally the whole crew needs to be trained in how to handle customers and how to diffuse a bad situation rather than piling on and making it worse. Your manager should be severely reprimanded for the way he took care of the situation. If I would have had employees that are doing this type of stuff, I can guarantee you that a number of them would have at least been sent home for the evening without pay. There's no excuse for treating a customer like this no matter what the cause. What happened to customer service? I have gone to this Wendy's dozens of times because it is convenient for me to go there after work. I will think twice about coming here in the future. Wendy's used to be a great place to go, always better than the other choices, but...

We drove all the way to Henrietta from the city to get a Wendy's hamburger meal around 8:45 pm Sat. evening. How do you serve someone a hamburger that has been sitting around for a while. The worse hamburger because it wasn't even luke warm. The fries were just as bad -- leftovers. In my opinion, Wendy's has the worse fries of the fast food places. I rarely eat at these places but my grandson wanted 2 Chicken sandwiches from MacDonald's. I wish I had ordered the quarter pounder from there. It would have been more satisfying.

I guess I am foolish to expect decent tasting fast food. It's mostly Russian roulette or a "hit & a miss" when you order fast food. You are counting on young adults to be courteous, professional, to listen carefully, pay attention so they get it right & thank you, yes, all for "minimum wage. You dare not drive out of the parking lot until you check your order for accuracy. I don't know which is worse, cold food or the wrong warm food!

In all fairness, the only thing I faithfully order & like at Wendy's is the spicey chicken Caesar salad. It is a good salad for the price. I will stick to...

During my recent visits to this location, I have consistently experienced long wait times at the drive-through, suggesting the site may be short-staffed or that employees are not fully engaged in their roles.

On my most recent visit, I was not greeted at all. I waited several minutes at the speaker before deciding to pull forward to check whether the drive-through was open. As I drove away, I heard a brief comment over the speaker, but by that point, I had already moved on. When I drove past the window, the employee looked at me, threw up her hands, and made an annoyed expression. This came across as both rude and unprofessional.

Despite this, I decided to circle back and place my order. When I did, I was greeted in a noticeably irritated tone. At the window, the employee said nothing to me. I remained polite, saying “please” and “thank you,” yet was met with a dismissive look the entire time.

Unfortunately, my experiences here indicate a lack of even basic customer service standards. Improved management, additional staff training, or a change in staffing may be necessary to ensure a more positive...