ComplaintsforThe Wendy's Company Headquarters & Corporately Owned Locations

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have made every effort from online chat, calling the listed customer service number, calling the listed home office phone number, e-mailing the support team via Wendy's website and even contacting them via Twitter and I have never received a response from anyone regarding any past performance and service issues nor the most recent issue where I had an order charged to my card but never submitted to their location. I am not exaggerating when I say I've called half a dozen times and waited on hold for 20+ minutes. I'm still not exaggerating when I say I've waited in the chat session as the #1 seat and never had my chat request answered after 20+ minutes of waiting. I've submitted three e-mail correspondences to Wendy's customer service and never received a response. I've even called the number listed here on the BBB site and attempted to get an operator and was told via their phone system that no operator was available. The most recent, specific issue, is I placed an order via the mobile app and confirmed three times that I had selected the right location on Airline and SPID. My card was charged for the order and I checked into the restaurant as instructed and then waited in the mobile order lane. After 20 minutes (my favorite number) I was not served so I went to the drive thru and was told my order was not received at all. I was beyond upset and so I just left and attempted to contact support again knowing that I wasn't likely going to get through but I was going to try. Wendy's is not being a responsible business by not being available through their published support channels and options and they are providing false service options. I need a response from them to address the specific issue but also their much larger issue of being absent with regards to customer service.

  Customer response

  01/07/2022

  On 12/20/2021 I placed a mobile order via the Wendy's app for pickup at their SPID location. When I arrived I waited in the mobile order pickup lane for 20 minutes and when no one came out to address me or deliver my order I went through the drive-thru lane to pick up my order. I was told that my order had not been received and that I would have to replace my order. As I had placed my order through the mobile app it was already paid for, the total of $9.30. I wasn't going to replace my order and be charged again and was too upset to deal with the staff appropriately so I left. I've had issues in the past where I've had my order delivered to my work and had items missing and when I contacted the company via their online messaging system about the issue I received no response each time. The present issue is I want a refund for my order AND I want the company to explain why there is ZERO support online via their chat or phone support or e-mail support. After this issue on 12/20/2021 I called the phone number listed in the app multiple times and had no one answer. I waited as long as 20 and 25 minutes and never had anyone answer. I've waited just as long in the online chat via the mobile app and no one ever responded. I also submitted a very clear and direct message via their online portal and their survey system asking for a phone call and I still haven't received the call or even an e-mail response. The company is portraying false support options and is neglecting customer support requests and this requires immediate and thorough investigation.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 6th, 2021 I ordered 8 items totaling $27.51 (order #*********) via the Wendy's iPhone app for delivery. I received 3 of the 8 items and those items were not correct. Over that past 16 days i've called the store who told me there was nothing they could do. I tried the chat function of the app & website on multiple occasions but they are broken. I tried calling the 1-888 number but after three 30min attempts couldn't get anyone to answer. I tried using the contact option twice on the website but haven't heard anything. I called the corporate office and left a message but haven't heard back. I've even messaged them via Twitter with no response.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered and paid for food on Dec. 19 that was never delivered. I want $15.11 back on my card. On Dec. 20, I called customer service and spent 30 mins on hold, sent an email and tried the chat app until an event disconnected without even speaking.

• Initial Complaint

  12/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed n online mobile order using their app. I placed it on Dec 10th. At 10:08 am. At the 13514 S Alden Location in Olathe Ks 66062. I went to pick it up immediately. I sat in the drive thru behind many vehicles. There was a white van in front of me taking a very long time. I got to the speaker an told her about the order. She told me it would be ready an pull forward. I finally reach the window an they proceed to lecture me about how it was now past 10:25. Even thou I arrived prior they did not care. They told me I'd be forced to eat our (me an my spouse's) meals minus the egg on every item. They did not offer a discount or anything so we declined this since we paid for full menu items an we did nothing incorrectly. They refused to fill our order so we requested a refund. They refused to provide the refund as well. I contacted the apps help email. No response. I call the help line an it states the phone lines are currently turned off. I emailed Twitter where they asked for my info an then proceeded to ignore me! This is seriously unprofessional. You have $15.09 of my money an I got nothing. This is theft. Return my money please.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 12 I placed a mobile order totaling $5.73. When I arrived, construction was being performed at the restaurant and I was informed I would be unable to receive my order and I’d have to call a corporate number to get a refund. After several attempts I was unable to get in touch with anyone to provide me with the refund.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  NEVER AGAIN! Went to a location in North Randall, OH between my first and second job. Second time stopping here, no problems before. There are 4 care in front of me. It takes 20 minutes for even the first car to move. And no way to get out of drive thru, it traps you in. Oh, and they say online you can dine in or carryout. Nope! When I finally ordered, I didn’t even want to support this business but I would have been later than I was if I stopped elsewhere. Operator was very curt and rude. I pay and hand them my card, cash only. Cash only?! There is no sign for that anywhere! I paid with card last time… Im fuming at this point, if I didnt have cash I would have just sped off. I got my food, and honestly it was hardly hot, the fries had no salt, and they were out of bbq sauce I wanted. Food was not worth that at ALL. I did not harass the employees about how mad I was that day, I understand staffing issues and all that, but that was UNEXCEPTABLE for a place to be run like that.Thats not even mentioning all the swearing and yelling I heard while waiting for my food. All I can say, don’t support this location. It’s terrible. I just want my $4 refunded via check. I have heard I will hear from someone. Over a week and nobody has responded. Telling all my friends to avoid Wendy's, can't even have the decency to have good customer service.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered dinner through the Wendy's app while traveling from out of state. Wendy's accepted my order and took $12.17 from my bank account. I arrived at the restaurant and was told they didn't have the food available other then French fries. I asked for a refund as they couldn't deliver the food. They told me they couldn't help and I had to do it through the app. Staff was completely rude and unhelpful. After waiting on hold for over 30 minutes, customer service told me I would have a refund within a week (possibly adding a couple of days due to the Thanksgiving holiday. Several weeks later, they are still refusing to refund my $12.17 from order 310457102 it paced on 11/23/21. Store #5190 at 900 market Ave emporia, va 23847. They took my money for food they didn't deliver. Please help.

  Customer response

  12/16/2021

  From: *** ****** ********************
  Date: Wed, Dec 15, 2021 at 10:36 PM
  Subject: Complaint ID 16366524
  To: <disputeresolution@centralohio.bbb.org>
  
  
  After submitting this complaint with you, disputing the charge with my bank, and sending an email to the CEO of Wendy's, the DM from that area of Virginia refunded my money.  Thank you!
  
  *** ******

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for their delivery on Monday, December 13. I never received my order and they refused to resend the order. They have my money and I got nothing. I have tried calling and using their chat but they do not answer their phone and their chat gets no one either. This is terrible that a chain like this has the worst customer care ever and does not value their customers. I called Doordash also since Wendy’s uses them for delivery through their mobile app. They tried calling Wendy’s to get them to send my order again and said they would provide the delivery person. Wendy’s refused to cooperate. Now Wendy’s answers no phone.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a mobile order on 11/27/21 at 6:43pm EST for $26.14 and when I arrived at the restaurant to pick up my order, the restaurant was closed. The $26.14 was still taken out of my checking account and I have requested a refund several times with Customer Care and I keep getting the run around and I have yet to be refunded my money. Thank you

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint regarding a mobile order on the Wendy’s app that I placed on December 5th for the total of 34.06. I placed an order for dinner for my family as I was swayed by the free delivery offer. 10 piece nugget combo with a sprite , another 10 piece nugget combo with a cold brew and a southwest chicken salad This order was accepted and I received a text that my order would be delivered by door dash by 8:12pm that evening. Around 822pm, I received a text stating that my order had been canceled as the restaurant could not fulfill my order. The link on the text brought me to a page stating to contact Wendy’s customer service. We proceeded to call the location at 6768 lake harbor dr, Midlothian va 23112 as this is where I assume our order would be coming from as it is less than 3 miles from our house. The manager on duty stated that they DO NOT cancel mobile orders and that it is done on the corporate end thru the app. He directed us to call the customer service number. Since the money was already pending out of my bank account, we asked if we could come pick up the order. The manager then stated they never received any mobile order under my name. We asked if we could show the receipt and get our dinner and were continuously deferred to call customer service. Not once were we offered to have our dinner prepared despite Us having proof it was ordered/paid for. I then proceeded to drive to the restaurant to order my dinner. To add insult to injury, my $34.06 stayed in pending status Sunday night and all day Monday. Decided to wait to see if it would fall off. Today, I noticed it has processed and been taken out of my account. THIS IS NOT ACCEPTABLE AS I NEVER RECEIVED ANY FOOD!!! THIS IS FRAUDLENT called customer service at 6pm and now have been on hold for almost 1 hour with no answer. I called my credit union from another phone to report fraudlent charges against Wendy’s digital and now have no access to my money 2 wks before xmas

*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. ↩