Wendy's — Restaurant in Willoughby

When I pulled into the drive thru the gentleman taking orders seemed very confused. Judging by his outfit when I saw him at the window I would assume he was the manager. He took very long to take my order. As I was ordering he would pause for 30 seconds at a time before asking a follow up question like what I'd like to drink. No biggie. I first ordered a number 8 combo then followed that with a bacon cheese potato. As I was ordering that I was cut off and asked to wait a moment. A minute later he came back and I continued. The next thing I ordered was saucy nuggs. We had a whole conversation about if there is still ghost pepper saucy nuggs. Wendy's no longer carries it. No biggie. I asked for a 10 piece spicy buffalo saucy nugg then. I followed that with an order for a baked potato with butter and sour cream. I had to clarify that multiple times. I then asked for the new tangerine lemonade. They were out of lemonade. At 6:30 in the evening??? Anyways. I ordered a different drink and as told to pull up to the next window. The same gentleman who took my order was working the pay window. He told me my total but he mumbled it. I paid with $50 cash. He gave me my change and receipt and I pulled to the next window. As I was pulling up to the 2nd window I noticed on my receipt that my 10 piece spicy buffalo nuggets order was not there. When the window opened the woman working (who was dressed maybe as an assistant manager?) first shoved my drinks in the car without saying a word. She was very aggressive and abrupt right from the start. I then said to her "hi, I noticed that on my receipt that my order for nuggets is missing" and she told me I would have to go around and order again. I told her that seemed a little ridiculous as I shouldn't have to wait in line again because the order taker messed up, even after he and I had a conversation about the nuggets. Not only that but the line was wrapped all the way around the building at this point. I told the worker that I would not be waiting in line again. She immediately got hostile and shoved my food in my face and told me that she cannot take my order because there is no drawer at the window. Okay? Go walk to one then. It is not MY fault that the other employee messed up. And it is the restaurant's duty to fix their screw up. I wasn't mad I just explained that that wasn't fair. I then said "well maybe the nuggets just didn't show up on the receipt but are in the bag somehow" she then said "not if you didn't pay". I told her "I tried to pay but couldn't because they weren't rung up. That isn't my fault and frankly I think I should get the nuggets for free at this point. I am not gonna wait in a long line again while the rest of my food gets cold. That isn't fair". The worker then muttered something under her breath and slammed the window closed before starting to swear at me from the restaurant. I returned fire and left. Completely unacceptable behavior from an employee. Again I want to reiterate that it is not my damned fault that the order taker did not ring up my nuggets. And clearly based on the conversation I had with him he didn't just accidentally miss putting the nuggets in. And I absolutely should not be told that I have to go wait in line again while the rest of my food gets cold. I would've been there another 30 minutes at least. That...

The “manager” Lee is a complete rude, incompetent, disrespectful young man. The staff however were very pleasant. The potato that I previously ordered but was given a cheesy bacon fry was delicious. This is one of the “good” locations.. Lee should not be a manager at a fast food restaurant where ppl are coming bc they are hungry, limited funds & need something quick. His attitude was unnecessary, he yelled at me multiple times saying I cut the line. I waited in line however I came to the window when they said “hold on” to ask a question, made a confused face after he yelled at me & told me what he won’t do for me & denied me service. If it was not for the gentle working the window, Walter I would not have gotten the potato my 8 month pregnant self has been craving & coming to get for 8 months at least 3 times a week. I had a picture of my previous receipt, a picture of the incorrect food, unfortunately I could not remember the managers name who I spoken with, instead of “Lee” telling me he start getting smart saying “you talked to him what’s his name?!!l Lol well due to pregnancy brain & not writing it down I forgot! All my ducks were in order. I’ve worked in customer service since I was 16, I am now 30! He is not what we need in the customer service or the food industry! It was the yelling for me, I remained calm, spoke with him with respect, & he still was irate. Lee has to do better! Oh & btw I’m assuming his name is Lee he refused to give me his name at first & told me I could find it on the website like I’m some sort of dummy lol I just pulled off, parked & made a complaint instead. I won’t allow him to ruin my experience at the only fast food restaurant minutes away from where I live & where I enjoy to eat! I am giving LEE THE MANAGER 1 STAR overall the location deserves 10 stars. Always professional, nice, welcoming, the food is always fresh/hot & the line is...

Pick up was horrible!!! A semi unloading items blocked the selected location (8792 Willoughby) drive-thru. I parked to proceed to the locked building to inquire about my paid mobile order and was told it would not be filled because there were no gloves - not my problem for the order was made and paid for!! worker opened the door inviting me to speak to a manager who stated, with an attitude - "No mobile orders came through here!" At which time I showed him my phone to verify and was told "Well, I don't know what to tell you!!!" "My reply was, "Someone's going to tell me something because my order was placed and paid for!!!" A second manager (Walter) was summoned to address the matter and located the mobile order, made 30-45 minutes, not yet prepared. With no apology for the inconvenience, the manager stated we will fill this order for you now; however, 2 crewmembers each objectively responded, "I'm not filling 'nothing' " manager (Walter) then just walked away, again unapologetically, leaving me standing slightly livid and confused until a third crewmember proceeded to fill the order! HORRIBLE EXPERIENCE!!! There needs to be better customer service training as well as hiring practices. I'm sure this location lost much business this evening, not to mention other times with this staff. This should be very concerning for the corporate...