Wendy's — Restaurant in West Manchester Township

When I first walked into the restaurant, it was a bit complicated to find a clean table to sit at comfortably and eat lunch. The floor was very sticky as I walked and there was a wet puddle located under the mat by the soda machine. The soda machine was splashed with different flavors of soda. It looks to not have been wiped for weeks. After ordering with a pleasant and friendly cashier named Mariangely, i was ready to pay when a lady yelled that we don’t substitute baked potato’s for fries any more on a biggie bag. I asked when this became in effect and she said 3-4 weeks ago. So I’m just confused as to where the communication is with management and staff because the poor cashier was clearly unaware of this. I also felt discriminated because the lady in front of me had substituted her fries for a potato, and the manager did not say anything about it and gave that to her. As a manager, I would’ve addressed this situation to my staff and the customer allowing them to do it this time, but not in the future. Instead i was treated differently! And let’s not forget how the manager gets smart to her staff right in front of customers . I had a coupon for a free large fry with a purchase. Since my first order had to be canceled out because I could not substitute the fries, my coupon would not rescan. When the cashier asked the manager to mark the fries as free, she smartly said just give her the fry. It’s free anyways. When I received my tray of food, I had the large fry but not the fry that came in the biggie bag. I said I was missing my small fry and she sarcastically said it’s not a small fry. It’s a value fry. It’s sad because I love Wendy’s and some of these workers really treat the customers well. But when you have to work for management like that, it’s just embarrassing and sickening. I will never bring my business back to this Wendy’s. Mariangely was so apologetic and looked embarrassed and i felt horrible. I explained that it was not her fault and she should not have to work under a management like that. Through the entire situation, she kept her cool and still smiled, treating customers with the same respect. She’s great at her job. Besides her, that is the only pleasant part of my...

I always come to this location since the general manager Richard took over due to the fact that he was getting this location on track with staff cleaning of the store and accuracy of my orders. Walking inside today the store was filthy could not find a clean table which I needed up cleaning my self. Went to the register to place my order which is what I always get a biggie bag substitute the fry for a baked potato and then use my app to get a free fry. I paid for my order and was waiting on my food. My coworker gets the same thing just as she was ready to pay the manager yelled at the cashier from the food prep area and said she couldn’t ring it in like that. When I asked since when because this is always out order she said with a smart tone 3-4 weeks ago. So that much time and it’s not communicated to your cashiers???? And it’s still able to be rang in like that???? I stood waiting after telling the smart ass manager I needed a refund then my co worker got her food and drink! The manager was just ignoring me. I ended up telling the cashier I would be back to get my refund due to my food getting cold. Once sitting down I noticed I didn’t get my fry for my biggie bag. Going back up to ask for my fry she ripped a dollar bill out the register and basically handed it to me aggressively. I stated I needed a small fry still and she looked on the monitor as she was telling the cashier to ring me up. I said no I need my fry for my bigger bag. She said smartly again you didn’t get a large fry. At this point I no longer wanted to say anything to her. How are you in a management tool and speak like this to customers or to the employees in front of customers. She handled the situation completely unprofessional and not acceptable! I would never return to this location and will make sure no one...

It was a sunny day, so I figured treating myself and a coworker to a frosty would be a great idea. After leaving the bank, literally in the same parking lot, I spent the next 13 minutes at the speaker waiting for someone to ask for my order. After multiple "hello?" Attempts, and the cars behind me honking away, someone finally addressed me. There was no immediate reply for the wait, or an apology for the delay. No one took the initiative to come outside and let the customers know they were experiencing technical difficulties but would be with them as soon as possible, which would have been the professional and respectable thing to do. It wasn't until I was at the food window and about to leave that a half hearted sorry about the wait was mumbled by the cashier.

I work in the service industry, and as such, I understand how sometimes there are unforseeable complications that cause issues. The problem is not that there was an issue, the problem is that the desire to communicate and serve the customer was nonexistent. People come to Wendy's for their well-known foods and beverages (like the frosty), despite the increase in prices. People come even though it's not always clean, and the employees aren't always friendly. But when you add increased prices, to poor quality, to limited engagement, and nonexistent customer service, you destroy the relationships with the people whom have built and maintained your business..... The customers. No customers, means no business.

This event could have easily been rectified with someone simply walking outside and informing the increasingly impatient customers in the growing line, that there had been a technical malfunction, and they would be right with us. Customer service.... It's real.... And it's...