Wendy's — Restaurant in West Hempfield Township

I've worked food services and customer service for years so I tend to be very empathetic to those on the other side of the counter. But I have no empathy for rudeness.

After a long wait in the drive-thru and rude interaction with a middle-aged female employee, we get home with our $30 order and found it was not accurate. We had our concerns as the middle-aged woman who took our order was rude when we asked for our burgers without certain toppings. When we got to the window she practically tossed the food bags at us and clearly was frustrated or annoyed.

We contacted the location and spoke to the manager who was very nice and apologized, took our name, printed a copy of the order and told us the next time the meal would be correct and at no cost. We were satisfied as she was wonderful over the phone.

Two weeks later we go to this Wendy's lobby for the meal. The manager and cashier who handled our second order were great. Meanwhile behind her we see the same middle-aged woman with a tattoo on her neck staring at us, clearly annoyed and rolling her eyes. This continues for 5 to 10 minutes as she helps prepare our food. I normally would have shrugged it off but she continued to scowl at us. When I asked her if there was an issue and to stop rolling her eyes at us she snapped back and proceeded to try involve the young staff around her, which easily could have escalated things. I know food service can be tough and stressful but this was unacceptable, unprofessional, rude and nasty.

We will NEVER go to this location again. The drive-thru line is ridiculously long & slow. The inaccuracy of orders and terrible customer service is unacceptable. Wendy's is NOT the cheapest fast food restaurant and that's fine as the quality & variety offsets that. However you can't put a fair price on your time and when you spend 35 minutes in the drive-thru line well save yourself the time and go elsewhere. The middle-aged woman who might be an assistant manager or team lead needs to find another line of work that does not...

The service during my most recent visit was horrible. The person taking orders was by far the least capable and/or concerned I may have interacted with in 20+ years. They would stand at the counter, staring at the order screen for minutes at a time, not moving, yet they were only taking one order at a time instead of having 3-4 in the queue, as is normal. Although they said several people didn't show up for work, the people that were there were obviously not interested in working efficiently.

It took 25 minutes to receive my order, after I placed it. In that time, the line extended to the side door and afterwards at least 7 additional customers left without ordering.

They ironic part is that one employee taking their break left, went to Giant, bought chicken there, returned and ate it in the dining room, in less time than it took to order our food and get it back to the table.

The Manager was also completely lost, walking through piles of food laying on the floor as she made sandwiches. My burger was partially undercooked, as can be seen in the photos. When I brought it to her attention, I had a new burger in under a minute, yet it took 25 for the undercooked one to reach my tray.

The Dining Room was fairly clean, but behind the counter it was pure chaos! Things piled everywhere, cover left off the Chili, orders were wrong, undercooked food, abnormally long wait time, terrible customer service, disinterested employees and Manager. Not sure what else to say...

Tonight was my third attempt to eat at this Wendy's but like all prior attempts I was met with the same level of disappointment and frustration. This Wendy's has the WORST drive thru window experience at any fast food in Lancaster County without a doubt!

My daughters wanted a kids meal for dinner on our way to pick up my husband in Mount Joy. I thought we would give Wendy's a chance to redeem themselves - Third time is a charm? We entered the drive thru and waited in line for 5 minutes before ordering. I inch my car forward about 2 feet. We waited 3 minutes then one car is served and leaves. There are now 3 cars ahead of us. We waited another 14 minutes and we still hadn't moved one car length!! We were now running late to pick up my husband, the kids were hangry and I didn't see us getting our food any time soon. Needless to say, we ended up having Taco Bell for dinner. Taco Bell was busy too but from entering the drive thru to having food in hand only took 5 minutes!

This Wendy's needs new management and a more structured drive thru window plan. I understand that sometimes food for an order isn't ready and staff needs more time. In these situations employees should have that car pull into a parking spot to wait so they can serve other customers and keep the line moving!! I will not be giving this Wendy's any more opportunities for my business. Two thumbs...