ComplaintsforThe Wendy's Company Headquarters & Corporately Owned Locations
Current Alerts For This Business
On October 16, 2022, BBB identified a pattern of complaint after a file review was completed using complaints and customer reviews in our file between March 1, 2022 to September 30, 2022 from customers with whom the business had a marketplace interaction or relationship.
Their communications allege:
1. Failure to refund orders received through the Wendy's App. Customers state they do not receive order or order is incorrect and they are unable to obtain refund.
2. Failure to address customer's concerns/problems through BBB. Wendy's is nonresponsive to customer's complaints filed with BBB.
3. Failure to address customer's concerns/problems through Wendy's customer support via email, chat or phone calls in a timely fashion or at all. Customers state when trying to contact Wendy's support in any way, they cannot reach customer service representatives, or wait for three hours or longer to do so.
As of October 31, 2022, the business has failed to respond. BBB attempted contact with the business concerning the pattern of complaint still being present on January 22, 2023, April 18, 2023, and March 18, 2024.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/14/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The date of the transaction was 11/14/24 Ordered online and missed items, could not reorder missed items due to a terrible Compensation for missed items, 6.50 dollar delivery charge and only got 6.09 back for missed items and unable to even reorder them without paying an extra 6.50 in delivery fees for a mistake that didn’t have anything to do with me. Penalizes customers for own companies mistakes.Initial Complaint
11/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
SimplyI brought my order home (10/9) and it wasnt edible. The chicken in the sandwich was tough and chewy. I had paid extra to upgrade to a pretzel bun, so the meal was $15(ish). I wasnt able to get back to the store that night. I had reached out to Wendys (10/10) and received an email back (10/14) that ****** forwarded my case to local management (****** was from corporate). On 10/23 and 11/1 I contracted ****** again to alert her no one has contacted me for a resolution like she said they would. In my email from 11/1 I said if I didnt hear back in 2 days Id contact the ******************** for help. I simply want my money back or a coupon for a free comparable meal. Thanks for your help! Tried to upload photos but it wont let me.Initial Complaint
11/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an online order at the 804 Assembly location. Upon entering the store I stood at the front counter for 20 minutes without being acknowledged. I was first in line, people behind were irate at the lack of customer service. I never received my food that I paid for, my break was nearly over and I had to get back to work. I haven't heard from anyone after placing a complaint with corporate. I just want my money refunded.Initial Complaint
11/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Did not receive goods or refundInitial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
date 10/18/24 11;11am i canceled my order and they never refund me my bank has took the money out of my account I have add in the picture of my bank app so you can see they took the money out of my accountCustomer response
10/21/2024
i really would like the bussinse to get this complaint from you guysInitial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date:October ******* Time:8:00pm and the total of my purchase is ***** and I was so disappointed with my purchase. I have been going there for years and I never had this problem before and I didnt get all four of my nuggets and I didnt like the way they made my baked potato and my chili was all out of the bag all because they didnt put the lid on tight and also they did not put the lid on tight on the baked potato also and my car needs to be detailed all because I couldnt get it all cleaned out and a refund and I didnt go back because I was to upset to go back I rather fill my complaint through corporate thank youInitial Complaint
10/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I visited a location in ****** ******** on Wednesday 10/9, explicitly for the crabby ***** Collab meal. When I entered my local location, I used the kiosk to order a crabby ***** Collab meal, baconator, two large drinks, a baconator fry and a Cinnabon cup. First of all the employees working were incredibly rude. I was informed that they were out of vanilla Frosty for the SpongeBob Collab meal and they told me the only options were to have chocolate frosty with the pineapple flavoring or that was it. I had asked if we could just cancel the order and get a refund since this was the purpose of the whole trip and the employee said since we ordered on the kiosk, we could not get it refunded so I had to take the chocolate frosty with pineapple, which was disgusting and not what I wanted. Everything about the meal was horrible. I only live five minutes from the location and by the time I got home, everything was cold. The fries were cold and hard. The Cinnabon was hard and cold. The baconator and the crabby ***** meal was slapped together. I did file a complaint on Wendys website and heard back from corporate, they told me a manager from the location would reach out however I have not heard anything and at this point I just want a full refund. I dont wish to speak to the local location, I just want my money back. The lack of customer service from local establishments is concerning. To make everything better I was not given a receipt.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We stopped to get food and pulled up to order and then to the window only for the guy at the window to have zero customer service skills. Said not a single thing to us throughout the entire transaction until he dropped our food. My husband greeted him upon pulling up and he said nothing. Then he does not tell us how much we owe just takes our card processed the transaction and closed the window after handing us our card. He opens the window to give us our food and drops it and just stares at us. He eventually says "Can you just grab it?" Do you want to eat food that fell? because we don't. We have a bunch of cars behind us and our car is close to the wall so we can't open it. He gets annoyed that we can't get it but won't offer new food and is pushing at us to pick it up. He does not even try to get it himself. He pretty much stares at us like were stupid waiting for us to get it. finally my husband is able to slightly open it to put his arm through the small gap to get it and I am 100% sure they just re bagged it. This entire experience was super disrespectful! To make matters worse we couldn't even write a review because they kept our receipt.Initial Complaint
10/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of transaction sept 23rd 2024. I have filed several complaints with corporate which I have received no resolution. Store #**** filed our order wrong, when asked to fix it they became very argumentative. At that point we asked for a refund. They refused to refund our money. So we left with no food or refund. We would like a refund. Thank youInitial Complaint
10/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
This location at **** ** ***** **** ** *** *********** ** has shorted me money, misrepresented their meal deals and lied about pricing (and I'm sure numerous other customers) 3 times and I've had enough of their fraud attempts and false advertising, price baiting 1. The first time was during the pandemic, and I decided to give them a pass on this one. My order was $4.21 total and they wouldn't give me change from $5, saying they had no change. 2. Aproximately 2 months ago I visited this same location via drive-through. I specifically ordered the $5 meal with Jr. Bacon Cheeseburger. This comes with small drink and small fries. At the pick-up window, they said my total was $6.42. I asked why it was not $5.35 (meal price +7% tax). They told me they automatically give the medium size drink and fries with these meals. Their advertising specifically states 'small' size. You can request large size for additional but this is not displayed on their menu board. I specifically asked for 'small' fries and drink. They said they could not change the order and would not give me refund. I reluctantly took the order. 3. Friday, September 27th at approximately 7pm. I once again went to the drive-through, specifically ordered the $5 meal with Jr. Bacon Cheeseburger and explicitly stated 'Small' diet coke and 'Small' fries. At the pick-up window they told me the total was $6.42. I asked why the $5 meal was an additional $1.42. They said it was because of the size-up drink and fries. I told them I specifically ordered 'small' at the order window. They specifically said "Our manager has made it a rule that this meal MUST include the sized-up drink and fries." I told them that was price-baiting, fraud, and false advertising. Nowhere on their menu board does it mention this requirement and nowhere on the large banner in the parking lot advertising this $5 meal does it mention you're never going to get this for $5. As a matter of fact, it all displays the 'small' size included.
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Customer Complaints Summary
280 total complaints in the last 3 years.
127 complaints closed in the last 12 months.