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.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I placed a mobile app order with Wendy's store #***** on 2/33/22 at 7:34 pm. I received a message that said something had gone wrong with the order so I did not go to the restaurant because the order was not filled. I was, however, charged for the order. I contacted the restaurant and was told to call customer support. I have repeatedly called only to be put on hold for hours with no answer. I have sent messages to their complaint center with no answer. I called the restaurant and spoke with the store manager, ********, and have her all of my information to report it to corporate so that I can receive a refund or compensation. She said that their mobile app had actually gone down on the evening that I placed my order and that was how the mistake occurred. Even after giving her my information I still haven't been contacted or reimbursed.Business response
05/24/2022
I have left a voicemail message for customer offering a credit to the account and followed up with an email.Initial Complaint
03/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Ordered delivery through their app. However the problem is that when you have issues with it, you cannot contact a human being. Twice in a short period of time my orders were incorrect with either missing items or completely wrong items. Tried to contact them via the app and no response. Tried to call and was on hold for, no lie, 35-45 minutes both times I attempted.Business response
05/27/2022
Customer was issued a refund in March.Customer response
05/28/2022
the refund they are referring to was a completely different order that they managed to accept, make the customer wait for over an hour, then cancel without any reason.Initial Complaint
02/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I went to Wendy's at 5047 Tuttle Crossing Blvd, Dublin, OH 43016 on Wednesday February 16, 2022. around 5:45pm est. I pulled into the drive-thru and placed an order on Wendy's mobile app. I paid through the app. My total was $11.90. I told the workers I had placed a mobile order and went I got to the pickup order I was asked to provide payment. Which I did, even though I told them I already paid in the app. I checked my account that evening and noticed I had two charges pending from Wendy's. The next day 2/17/22 both pending charges posted to my account. I tried to reach out to the company through their mobile app. I tried to chat with a representative but was never able to get ahold of anyone. I submitted a complaint ticket and asked that they contact me and I also contacted the number provided in the app but was unsuccessful in connecting with anyone. Over several days I attempted to call their customer care care number, chat with someone, filled out several more complaint forms, and even tried to reach out to the company via Twitter. All attempts have been unsuccessful and nobody has contacted me back. I tried to contact the actual store to see if anything could be done and I was directed to call customer care at ###-###-#### (which I have been unsuccessful in doing so.)Business response
05/24/2022
We do show customer emailed us on February 26, 2022 and we issued a refund on March 1, 2022.Customer response
08/05/2024
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.
We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties.
Complaint TypeRefund / Exchange Issues
Problem:
I went to Wendys in ******, ** on 6/30/24 located at: *****'s Store #**** *************************************************************************. I did a mobile order and when I went to the window to get my stuff they told me they didnt have one of the items I ordered and offered something else. They did not have the taco salad I wanted. I declined the offer of the other menu items and requested a refund. I was told I would need to go through the mobile app to get a refund. I sent a request to customer service on 6/30/24 through the mobile app. I received a response on 7/1 stating someone would be reaching out to me soon regarding a refund and I have yet to hear back from anyone or receive a refund.
Desired Resolution / Outcome
RefundInitial Complaint
02/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have reached out to Wendy's Customer Service about 2 separate issues in the last 6 months. Both times I attempted to Live Chat with Wendy's and their chat didn't work, I attempted to call into their 800 number and was on an eternal hold, and finally sent emails to their customer service and never received a response. My first issue was at a Wendy's Location in North Port, FL. I placed an online order to be picked up through the drive thru. When I arrived, I was asked to come inside to pick up my order instead of going through the Drive Thru. Luckily this time, I didn't have my 2 toddlers with me that I would have to unload from their car seats but typically I would. I use the Drive Thru option for the convenience of not having to unload the kids from the car. When I went inside, they were fully staffed, possibly even over staffed and one person didn't know what the other was doing. I received my drink 3 different times from different employees and none of the drinks were what I ordered. When I finally got my food about 10 minutes after being in the restaurant the order was wrong and I had to wait for them to correct it. The 2nd issue was in Palmetto, FL where I ordered online, used my Rewards for a free salad and ordered an additional biggie bag meal. The inside of the restaurant was closed and I was in the drive thru line at 8:30 when they closed at 9:00. It took 25 minutes to get through the Drive Thru line and when I got to the speaker at 8:55 they told me they were closed. I asked them to honor my mobile order and they told me it would be refunded and refused to serve me 5 minutes prior to closing. The order was removed from my Wendy's app but charged to my card, never refunded and the the 700 Points from my rewards account just vanished. Again, both issues were emailed to Customer Service with no response. Perhaps Wendy's just doesn't care about their loyal guests who frequent Wendy's over any other Fast Food.Initial Complaint
02/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Ordered over mobile app and paid for upcharge for large fries and frosty with double stack with bacon. Got small frosty female at counter lied about this being a large frostyInitial Complaint
02/07/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On September 8, 2021 my wife placed an online order at the Wendy's restaurant on 12 Mile Rd. near Hayes Rd. in Warren, MI & paid $19.56 via our debit card for it. When I got to the location to pick up our food I was informed that they were now closed for the day (it was only 6:00 p.m.) & they could not fill my order nor refund my money. We (my wife & I) not only contacted that Wendy's but also contacted the corporate office multiple times. We were eventually told that they (headquarters) had forwarded the complaint to the location we ordered from & they would be in touch but we've never heard back. We've contacted the Wendy's headquarters at least 4 more times trying to get our money back but they are no longer returning our emails or texts; just totally ignoring us. We want our money back! We surely appreciate any assistance you can provide in this ongoing matter.Business response
05/27/2022
Will call customer on Tuesday to get additional information so we process the refund.Customer response
06/03/2022
Hello BBB.
I never heard from the business, Wendy's on 12 mile in Warren Mi. They
started to you they would call on Tuesday. I have not received a call from
them.
What is the next step since the location in question has not attempted to
contact me.
Please let me know, thank you!Initial Complaint
01/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Needed to cancel order. So I called manager and she informed me that since I placed order through the app there was no way she could cancel it. There is nowhere on app that allows you to cancel order . Also no way to get a hold of anyone at customer service to get refund or cancel order. So was forced to pay for unwanted order as to one to reach about canceling order or refunding money.Initial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, I need help with a problem at the Wendys 15753 Southern Blvd., Loxahatchee, Florida 33470. On Sat. 1/29/22, I went to their website and put in an order to be delivered, purchase amount $56.80. I got a text that my order would be delivered at 4:35p, about 5 minutes later I got another text that my order was canceled. I called the store and spoke with the manager just getting on duty. She had to speak with the manager getting off duty to find out what happened. They said that they didn't even have my order at first. Then they said someone picked it up, then they said doordash came to pick it up but the food was not there because someone picked it up. I asked the store to refund my money but, they are saying they can't do that! I have contacted doordash and they say the store is the one to refund not them. I need help getting my money back. I can't believe this happened and that I'm having such a hassle getting my money back.Initial Complaint
01/12/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On 12/24/21 around 6:00 pm I placed an online order at the local Wendy's location:
Name: Wendy's
******** *** * **** ** ***** ********* ************* ** ********** ***** *****
Business Phone Number: ###-###-####Upon arrival at the store, I was told the restaurant was closed and I was unable to pick up the order. The store stated they can't issue a refund and we would need to contact Wendy's Corp for this.
The order # ********* in the amount of $34.91 was never received. I have attempted to contact Wendy's' support on three separate occasion with no return call/email from the company.
Business response
06/01/2022
I have sent an email to the customer to let them know we have submitted the refund request.Customer response
06/10/2022
Good day,
As of today, 6/9/2022, I have not received any communication from the store itself. I have been trying to receive a refund for the monies that Wendy's accepted for food from December 2021. I still am searching for an answer as they received funds for meals that were not provided to me and my family.
********Customer response
06/10/2022
Good day,
As of today, 6/9/2022, I have not received any communication from the store itself. I have been trying to receive a refund for the monies that Wendy's accepted for food from December 2021. I still am searching for an answer as they received funds for meals that were not provided to me and my family.
********Initial Complaint
01/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ordered food using the app. My husband went to get the food. They handed him the bag and he came home. Most of the food was missing and the sandwiches were made wrong. He went immediately back. Told them we had no fries (either order) and no potato. He was informed they did not have those items. They said they would remake the sandwiches (after a lot of arguments). He asked how to get a refund for the missing items and was told through the app. There is no refund option on the app. The worker said "I don't know nothing about the app, I just work here". They told him to park and they would bring the sandwiches out to him. He waited 20 minutes, and they had locked the doors, and we never got any of the food. There were Uber Eats drivers there waiting, door dash drivers too. There is no way on the app to contact Wendy's, the selections just cause an error. This was on Sunday January 9, 2022 around 10:30pm. Order number *********. The store in on Vandenburgh Ave, Troy NY 12180.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
278 total complaints in the last 3 years.
126 complaints closed in the last 12 months.