Wendy's — Restaurant in Village of Germantown

We will never visit this Wendy’s again! We’ve been going here for a number of years and service seems to get worse with each visit but yesterday was the last straw for my family. Our son has specific tastes and wanted Wendy’s chicken nuggets so we went and noticed there were about 5-6 cars in line and we waited for about 5 minutes without moving and decided to run down to KFC because our daughter wanted a spicy chicken sandwich from there, (which is WAY better than Wendy’s BTW). We literally ordered, received our food and drove back to Wendy’s to find the cars that had been there before still hadn’t moved! We decided to wait for our son to get his nuggets because there isn’t a Wendy’s anywhere on our way back home. It took about 30 minutes just to get up to order. Only to have to wait another 10 minutes to have our order taken. There was only one car waiting at the window ahead of us. ZERO customers were waiting for someone to bring out their food in the additional drive thru parking spots. They didn’t utilize these extra spots once. We needed to repeat our order 5 times because the guy taking our order didn’t seem to be listening. We finally get up to the window and waited another 10 minutes to be taken care of. Our order consisted of only 2 ten-piece chicken nuggets for the buy one/get one $1, two medium sodas and a small frosty. Not complicated AT ALL! So after repeating our order another 10 times to the guy, he took our card and gave us a receipt. I looked it over and he had charged us for 2 combo meals which was more expensive! We told him no fries, and that the nuggets were on the $1 deal. He was confused and stood at the window for awhile as if not knowing what to do. He finally asked for our card back and another “supervisor” helped him out but she was just as confused. We had to repeat our order again numerous times and they finally gave us a corrected receipt and a credit receipt. He gave us a bag with two nuggets and then closed the window. We sat waiting for our two drinks and frosty but he didn’t come back for a few minutes. He stood inside the window just staring into space. He finally noticed us still sitting there and came to the window and said “can I help you?” We told him he forgot our Coke & Dr. Pepper and frosty. (I specified the flavors exactly because I knew he’d forgotten even after repeating it about 10 times before.) He went and filled the sodas and handed them to us. My kids said they didn’t have any ice in them and they were the wrong flavors. I was so frustrated that I told them to forget it and paid extra to get them sodas at McDonald’s instead. So we are still waiting for our frosty and the guy comes to the window and says “Yes?” I told him that he forgot our frosty. So we waited again for another simple menu item. I even had to ask for the spoon. Now he kept the drive thru window open most of the time we were waiting and I could see people inside goofing around. One of the cooks was yelling and groaning so loudly that we were scared that someone was seriously injured inside. Then we could see through the window that he was just complaining about being busy and acting weird like he was on something. He kept whining and yelling “There’s SOOO many people here!!! We don’t have enough people here!!! Oh my God, why are there SOOOOOOOO many people!!!!” Over and over again. It was very uncomfortable to listen to. The supervisor said NOTHING to him about being quiet. Everyone there acted as if they hated their jobs and life in general. Do them a favor and fire them all! These people should not be allowed to work in customer service. We also checked our bank account today and still haven’t received the refund. So we paid $26 for 2 nuggets, two medium sodas a small frosty and a HORRIBLE experience! Oh and the extra $2.50 for good sodas at McDonald’s as a replacement. We have a large family and have spent quite a bit when we’ve visited Wendy’s over the years but they have lost our business. AVOID...

Shady, gas lit, and appalled:

After making a mobile order, I had ordered a Krabby Patty meal. I had noticed the sign that had said that availability for the product may be in limited supply, which was fine if it was not available.

After receiving my order, I had received the wrong sandwhich, was a bacon chicken sandwhich. After going back to the store to have the order corrected, the manager points out on the digital receipt that it says that I have ordered the chicken sandwhich and that it explicitly says it on the digital receipt, which to my surprise, it was there.

Firstly, if I am not able to have my order fulfilled, I should be notified that my order will be changed to accommodate my order. Neither the app nor the cashier has stated that my order has been changed. If I had ordered an item and have been swapped with a different item, this is bait and switch. Highly immoral and also illegal.

Secondly, although the manager was cordial, I did not appreciate that he had tried to gas light me into believing I had made that incorrect order and proceeded to tell me to look at the digital receipt. It is hard to believe that I had made an incorrect order for the Krabby Patty meal as my bag had fries, frosty (which I was substituted with a drink after I had to notify the cashier I was incorrectly given a drink instead of the pineapple frosty) and a 4 piece chicken nuggets, which comes with the Krabby Patty Meal. I know I did not accidentally order the fries, drink, sandwhich and 4 piece chicken nuggets manually on my app, so the manager had explicitly lied and tried to gas light me into believing I had incorrectly ordered my order.

Thirdly, although not applicable to me, but maybe to other patrons of particular religious beliefs, I am even more appalled at this Wendy’s because I have not been asked for any accommodations to my order. If I were in the shoes of certain religious beliefs were eating pork is forbidden, and was given a sandwhich that had included pork without my knowledge as well as the manager telling me I had accidentally ordered a chicken-bacon sandwhich, I would, and am, be appalled.

I would like to reiterate that I am understanding when there are no availability to certain items and okay with there being mistakes and being apologized for, but I am not okay with being lied to, gas lit, and being dealt with illegal and immoral practices. I will never be eating at this location, and so should...

Used drive thru because dining room was closed. Ordered 4 sandwiches but they only rang up and made 3. I didn’t want to do another 30 minutes in the drive thru because everyone’s food would be cold by the time I got home so I parked and I knocked on the door, the nice young man that took my order realized his error after I explained and invited me in to wait while he rang in the sandwich and had it made. As soon as the manager seen me standing there, he started saying, “you can’t be in here. You have to leave. The dining room is closed. You need to get out. You can’t be inside the store. If you don’t leave I will call the cops. You need to leave now! Dining room is closed.” Over and over and over. I tried to speak, tried to tell him what had happened. I couldn’t get 2 words out before he was speaking over me again and again. He didn’t talk to any of the 3 other employees working to find out why I was there or how I got inside. I certainly don’t have my own key. Then he said again that he was going to call the police so I told him to go ahead and call, I hadn’t done anything wrong. If he would have let me talk he would have heard me say 5-6 times that I can’t leave without my credit card. I don’t like to raise my voice or try to talk over people because it is completely useless and you get nowhere. Needless to say, the manager made the employee take the charge for the sandwich he was going to have made for me back onto my card and I left. I was so upset and completely enthralled by his behavior that I couldn’t even bring myself to stop anywhere else to try and replace the missing sandwich before I rushed home. As I walked into my house I just broke down balling to my Mom. My parents can’t drive and I hadn’t eaten all day but now I wanted to give up my sandwich so my Mom could have dinner. I filed a complaint on December 2nd and got a quick email saying we got your complaint someone will reach out to you soon. It wasn’t soon enough for me, so I emailed again about why it was taking so long on the 5th and they said they would expedite my complaint but now it is the 9th and I am still waiting and still in awe that this even happened to me. I noticed that this Wendy’s has a ton of 1 star reviews and I am willing to bet it is because of the lack of experienced management and communication skills that are clearly lacking in this establishment. If things don’t change there soon, this Wendy’s will be the next one...