Wendy's — Restaurant in West Mifflin

I typically order from this location at least twice a week. For a family of four, our meals usually cost around $35–$40, and when we order for two, it’s about $20–$25. That adds up to roughly $3,000 a year—about the same as groceries—but at least we’ve been able to eat semi-healthy here.

However, for every five orders, three of them have something wrong. Whether it’s receiving the wrong drink, getting all the toppings on a sandwich when I specifically ask for just pickles and mayo, or missing dressings for nuggets, there’s almost always an issue. I understand that this location gets busy, so I rarely complain. In the past year, out of approximately 100 orders, I only received a free replacement once.

Last week, we placed an order, and an entire bag was missing, along with other incorrect items and drinks. My wife tried calling the store that night, but no one answered. She called again the next morning, and the general manager offered to replace our meal. However, when I went to pick up the replacement order today, an unhelpful employee refused to honor it simply because I couldn’t remember the manager’s name. Her "advice" was to “try remembering the manager’s name next time.” She acted as if she were defending Wendy’s like Johnny Cochran defended O.J. Simpson.

The issue here is simple: a fast-food employee prioritized denying my replacement meal—one that I already paid for—over basic customer service. This person, likely put in charge of a shift without any real business or customer service knowledge, just cost this establishment a loyal customer.

Today, I realized I spend $3,000 a year at this location, and I’m cutting that out of my budget. An average Wendy’s does about $2 million in revenue. The cost of replacing a few orders they messed up is negligible compared to retaining customers. A single free meal would have amounted to just a 1% discount on my annual spending. Instead, this short-sighted decision could result in losing thousands in revenue if similar experiences drive away more customers. This is how businesses fail.

The irony? The same rude employees who refuse to correct mistakes are often the ones responsible for making them. What gets overlooked is that a portion of the money I spend here indirectly contributes to their paychecks. I don’t expect free food—I expect to receive what I paid for, prepared correctly.

I hope the franchise owner or district manager takes notice when they see sales decline. Instead of spending $38 at Wendy’s today, I went to Sam’s Club and bought a case of pre-cooked chicken and hamburger patties. I don’t eat fries and can make my own baked potatoes. Sam’s Club also has salad kits for about $3, replacing the salads I typically order. Cutting this place out of my budget won’t...

I have stayed away from Wendy’s altogether because of poor customer service that I have received at the North Versailles, Homestead, and White Oak locations. Went out towards Century 3 today and my daughter asked for a drink on our way home. I was going to another fast food place but the traffic was too congested, so against my better judgement I headed to Wendy’s, which was in the direction I was headed. I stated to my daughter that they had to have better service than the ones I’ve been to and had bad experiences, after all they just revamped the place not too long ago. Pull up to the drive thru and we were 3 cars back from the speaker. Once you are in line, you can’t get out because they designed it that way, so even if you wanna pull away you can’t. Sat and waited no less than 5 minutes per car in front of me, maybe even longer for the girl ahead of me, and all she ordered was a drink and a frosty. Girl in front of me pulls around and it’s my turn to wait. A good 5 minutes and they come on and ask me my order. I asked for one of the kiwi apple fruit teas, it was on the menu plain as day, of course they no longer have them though. So I substituted it with a strawberry lemonade and two other drinks for the rest of my order. Pull around to the window to discover that the woman working the window wasn’t taking any orders from the people at the speaker UNTIL the people at the window were pulled away. Then she never even parted her lips to address me when I got to the window. No “hello”, no “thank you”, no “you’re welcome” when I said “thank you” to her two times. She was flat out rude and clearly miserable. This solidified to me that Wendy’s employee training sucks and apparently nobody In corporate holds these employees to any standards and Wendy’s has lost my business...

This particular Wendy's has become a regular stop for us at lunchtime when we are in West Mifflin. There are lots of other places to grab a quick bite to eat, but we've kind of fallen in love with the staff at this location because these kids are really friendly and fun, and our food is always prepared right. Wendy's has always had good, reasonably priced fast food, and since I'm trying to watch my weight, I really appreciate the fact that they have some pretty nice salad offerings. The BBQ Ranch Chicken Salad is my favorite. The Asian Cashew Chicken Salad is also very good, but I wish they would bring back the cobb salad, which I miss. My favorite item on the menu is the Asiago Ranch Chicken Club Sandwich (with spicy chicken) and I am a big fan of Wendy's french fries, which far surpass the fast food industry standard. And of course, when I'm feeling like having a dessert, a small chocolate frosty is just enough to top off the lunch.

This is not gourmet food, but it's really good fast food served by nice people who have a great attitude about their customers. That seems to be a rare thing at fast food joints these days, so either this manager is doing something right in his hiring practices, or he has gotten very lucky the past couple of years! I would have gone "all in" on this review and given the restaurant 5 stars except for the fact that over the winter months, it is often unacceptably cold in the dining room, and I've noticed a couple of times that the floor near the entrance was slippery. The place is kept clean, but I think somebody might have been using the same mop water for the dining room floor that was used on the kitchen floor, and that is a...