Wendy's — Restaurant in Virginia

Wendy's is one of my favorite fast food joints and it's quite unfortunate that I gave to trek almost 2 miles to the nearest location, which happens to be this particular Wendy's in the Woodlawn Shopping Center.

I'll admit the times I've been here, I've only ordered through their the drive-through during the morning hours which haven't been busy the times I've gone. I've also made it a point not to expect much inside (and even dine-in) if the exterior is dated and unappealing.

In my experience of ordering here, service hasn't been terrible but it's not extraordinary. They haven't messed up an order, however, in a recent visit they did forget to include an item I ordered and thankfully I hadn't left the drive-through window so I was able to flag down someone to fill that order (which did take a hot minute but I'm not complaining).

The reason I'd give the rating an above average score is mainly for the food. So far nothing seemed to be "sold out" or "unavailable", therefore, I've been able to order my usual menu items. Personally, I think the food is just better quality than McDonald's. The beef patties and the chicken is always juicy and delicious. I'm even impressed by how much their chicken nuggets have improved--plump, juicier, and beautifully crispy on the outside. I'll even add that I like that the kids menu comes with interactive activities, games or toys that parents and children can do together. I can appreciate the non-branding of kids meal toys, for sure.

Overall, maybe if this particular Wendy's location can update their look, inside and out, I'm sure it would boost morale and bring in more hungry customers. Food is still great and it's worth it to me to make that drive when I have...

Ordered a gravy biscuit at the drive through with 3 other items. When I was given my food, the gravy biscuit was missing. Initially I was not surprised as this Wendy’s rarely get the drive through order right on the first try.

What made this visit unique was the very same employee who took my order and charged me for a gravy biscuit told me that they didn’t serve them and closed the drive through window. Like she was done with my order and walked away from the window.

When she returned to the window she was rude and impatient with me. When I pointed to my receipt that she had charged me for it. She just stood there and stared at me and then waived at me like I should leave.

I asked for a manager and when she arrived at the window she also impatiently told me they didn’t serve gravy biscuits and started to walk away. I again pointed out that I had been charged for a gravy biscuit. She also just stared at me like I was holding up the drive through. No apologies nor offer to refund on what was clearly multiple mistakes by Wendy’s.

I think it speaks volumes on how bad Wendy’s customer service is. Quality control clearly does not exist at Wendy’s and when there is a problem they try to ignore it.

I think Wendy’s has great food, but using their drive through gets orders wrong much more often than they get them right. Customer service and satisfaction is apparently not part of Wendy’s standard...

I understand that it's fast food and service isn't expected to be exceptional but this experience was particularly upsetting and warranted a poor review. I ordered the food on the mobile app to be picked up at a certain time as the drive thru at this location usually has extended wait times. I set the pickup time for 315 PM and arrived right on time to find that the doors were locked closed and I could not go inside to pick up the food that I ordered and paid for. The person inside (maybe manager?) instructed that I had to wait in the drive thru as the store was closed (no notification of this on the Wendys mobile App). I asked if they could bring the food to the car... nope! So, I went to the drive thru to get my food. I finally got to the ordering area (about a 20 minute wait) and explained my situation and also my concern that my food had been sitting for some time and would not be fresh. They said it was made again fresh but once i got home it became clear that this was a lie as food was not even warm and the bag was stapled closed with a receipt saying it was completed at 309 PM, about the time i was supposed to pickup in the store to begin with. Wendy's is our guilty pleasure, but we will not visit this...