Complaints

This profile includes complaints for Wendy’s's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wendy’s

  8040 Arrowridge Blvd Ste 100 Charlotte, NC 28273-5604

• 

  Wendy’s

  6500 Albemarle Rd Charlotte, NC 28212-3818

• 

  Wendy’s

  5214 Sunset Rd Charlotte, NC 28269-2753

• 

  Wendy’s

  2801 Boyer St Charlotte, NC 28208

• 

  Wendy’s

  2216 Union Rd Gastonia, NC 28054-6014

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 24, 2025 I made an order on Wendys app for delivery. The restaurant gave my order to someone else and rather than remake it they opted to cancel my order and told me I needed to contact customer service for a refund. I contacted customer service and they told me they processed a refund and I would have it within 12 days. As of March 24 I have yet to receive either my food or my money back. This is multiple times now I have had issues ordering for delivery on their app and I would really like my refund.

  Business Response

  Date: 04/06/2025

  Ms. *************** have received your comments concerning your visit to the Wendys in ****************************************  My apologies for any customer service or order issues you encountered.
  
  I also apologize you did not receive your order. I would either like to send you a check for $ *****, or a Wendys gift card in the amount of $25.00, for use at any Wendys in ***************** and the amount will not expire until all the funds have been depleted.  I tried the phone number I was sent, ************, but the message stated, unknown number.  I have your name and address, *********************************************************  Please let me know so that I may handle your request accordingly. If you would like to discuss your visit further, please call me, Monday through Friday, 9AM until 6PM, to discuss your visit.   My contact information is listed below. 
  We appreciate you being a ******* customer,
  
  Thank you,
  ****** ******
  Human Resources and
  Risk Management Director 
  ***********************************************;
  M: ************
  ******************************************** 
  

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint with the Franchisee of the ******* location in *********************** #****. This issue happened at ******* in *****************, Store Number ****. I made a mobile order to be picked up as a mobile carryout order on 11/20/24 at 7:36pm. I arrived to the location at 7:47pm, dining room is closed, lights off, and door locked. Dining room hours stated on door is to be opened until 10pm. Drive thru appeared to be open, drove to the drive thru line, once up the the speaker, I explained I had a mobile order to pick up, they said to drive to 2nd window. Associate explained that the items I ordered are not available, that they turn off the Frosty machine and cleaned it over 2 hours ago. I asked why they would do that with the marketing promotions on media stations and TV, maybe someone would want to purchased one of these items after 5:45pm. When asked how to get my refund, the managerial associate became very rude and belligerent, she told me we don't refund your money, you got to go through the app. Their associate noted on ******** social media, "you are just mad because we took your money". The associate admitted on social media that they took my money. The managerial associate, threw a bag of fries into my car and told me to leave. I tried to contact the store the next day, but no answer. I finally filed a complaint with their corporate website, but no reply, As of 11/25/24, I do not have my refund. I have contacted my bank to put a fraud hold on the transaction. The manager told me all refunds for app orders had to go through the app, which is a lie. I just want me $7.90 back. I went to a ******* the same night in another location, ordered fine. Asked the manager at the other ******* about getting refund for items ordered on app. They said it is just like a regular refund, you just refund it to the customers card they paid with. Now I have paid twice for my order, had to drive 20 miles extra to get it and still out $7.90.

  Business Response

  Date: 11/26/2024

  I will be refunding the customer's funds to him.  

  Thank you, ****** Carter  

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 19. 2024 at approximately 5:50pm est I went to Wendys on ********************************************. Im in the drive through waiting to get my food and I see a heavy set African American lady on the phone way before I get to the window that have gold dreadlocks and a red shirt that appeared to possibly be the manager, but not sure. I'm at the first ******** she drops my money accidentally at the window and forgot to give me my receipt. I go to the second window to get my food the lady with the red shirt/gold dreadlocks is still on the phone. She was about to give me a drink that I didn't order. I told her it wasn't mine. She then grabs my bag. I ordered a large fry and deluxe burger. I eat my fries mayonnaise and don't care for ketchup much. I wanted more mayonnaise then the 1 she gave for my fries and sandwich. I then have to blow the horn because she still on the phone and walked off quickly. She has no customer service skills at all. She comes back and I politely ask for more mayonnaise. This lady is still on the phone looked at me a directly in my eye in an uneasy manner and gave me 1 packet where I had this whole meal making it 2 packets. I was so hungry and upset I ate a little bit of my fries and tossed the remainder. Didn't want them at all. That girl in particular needs to be retrained in customer service.if you all can view the cameras around this time you will most certainly see that my story is very much accurate. I want a refund or free meal or something. i had a long day, wanted my food but didn't enjoy just because of the employees customer service.

  Business Response

  Date: 12/02/2024

  Carolina Restaurant Group, Inc./dba ******* does not own or operate the ******* located at ********************************************  The only ******* we own is located at *************************************************************************************  We do not know who operates the ******* in question.  

  Thank you,

  
  ****** ******
  Human Resources and
  Risk Management Director 
  ******************************************
  M: ************ 
  ******************************************** 
  

  Customer Answer

  Date: 12/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint with the Franchisee of the location I had an issue with. This issue happened at *****'s ***************************************************************************. I made a mobile order on 6/8/24 around 6:45 am and arrived to the location around 7 am. Walking up to the door, it was locked. I saw two *****'s employees come up to me and they advised their manager was a no show and I could not get my order because the store was locked. When asked how to get my refund, they told me to call back. I called back all day but no answer. I finally filed a complaint with *****'s corporate, but it has not gone anywhere, they told me they had to contact the store to process my refund and they would reach out to me. As of 6/13/24, I do not have my refund. I did get in touch with the store today and the manager told me all refunds for app orders had to go through the app, which is a lie. I just want me $11.63 back.

  Business Response

  Date: 06/13/2024

  Contacted customer and apologized. Refunding both transactions on his credit card.  

  Manager on Duty, follow up and action on rudeness and behavior to customer.

  Customer Answer

  Date: 06/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I ordered our meals on the Wendys app 3/31/2024 on (Easter). I ordered a Big bacon classic combo and a potato on my app with order #*********. My husband ordered a Big Bacon classic combo on his app, I do not have his order# because he deleted the app. At arrival we noticed every customer in front of us had an issue. When we got to the register, they didnt have potatoes so they were going to refund the cost of the potato. Out of nowhere they found a potato. They gave us our food. We sat down at a table. After taking a few bites I noticed we didnt have bacon on our burger. My husband didnt bite his burger at all. Looks like they gave us a cheeseburger or something. My husband took the burgers back to the register to tell them they gave us the wrong burger. Instead of them giving us the right burger they took the burgers back over the counter and slapped 1 piece of bacon on my husbands burger and a half piece of bacon on mine. We are insulted at this point, so we asked for a refund. The manager refused to give us a refund. We were told that we had to call corporate to get a refund. I feel so disrespected and robbed because they were going to refund us for the potato in the beginning. I have never been treated this way at a Wendys. All we wanted was compensation for the mistake and all we got was lies and attitude. This happened at Store****************************************************************************

  Business Response

  Date: 04/25/2024

  I have left 2 messages for the customer to contact me in order for me to refund her money.  She can still contact me and I will refund her money.

  Please contact:  *************************, *************** Director, Carolina Restaurant Group, Inc./*****'s, at ************.  The number is my cell number.

  Thank you,

  *************************

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12/2023 I submitted a mobile order using Wendys app/website. The wrong order came. I have attempted multiple times to call the store, to call the ***** number and email customer service. No one answers at the store, when I call the ***** number I am on hold for at least an hour before I get disconnected and I sent an email to customer service 8 days ago and have not received a reply. The website says that there is live chat on the app, but this is false. Its terrible that they can just completely ignore and discourage you from contacting them when theyve taken your money and not deliver what you ordered with no recourse. Im including the receipt that was in the bag of food I received, vs what I actually ordered. Mind you, everything that was on that receipt was not in the bag, so even if that had been my order it still would have been wrong.

  Business Response

  Date: 10/19/2023

   

  Sending a $50.00 *****'s Gift Card to customer.  

  It was a delivery via the app. If Im not mistaken it was from the location on ********. 
  Sent from my iPhone
  
  On Oct 19, 2023, at 2:50?PM, ************************* <**************************>wrote:
  
  Can you please tell me which Wendys you visited?  Street or area of town? Thanks so much, ******
  
  From: N ?? [mailto:*********************]
  Sent: Thursday, October 19, 2023 2:45 PM
  To: ************************* <**************************>
  Subject: Re: Visit to *****'s in *********, North Carolina
  
  Hello ******, 
  
  My name is ***************************** and my address is **************************************************************************************. Thank you so much for following up on this. I really appreciate it. 
  Sent from my iPhone
  
  On Oct 19, 2023, at 2:38?PM,************************* <**************************>wrote:
  .  
  

  I have received your comments concerning your visit to the Wendys in *********, North Carolina.  I have left you a voice mail concerning the incident as well.  My apologies for any customer service or order issues you encountered.  I would like to send you a gift card for use at any Wendys in ***************** and the amount will not expire until all the funds have been depleted.  Please email me your name and address so that I may send the gift card.  If you would like to discuss your visit further, please call me, Monday through Friday, 9AM until 6PM, to discuss your visit.   My contact information is listed below. 
  
  We appreciate you being a Wendys customer,
  
  Thank you,
  
  *************************
  Human Resources and
  Risk Management Director 
  *************************************************************************;
  M: ************  | F: **************

  Customer Answer

  Date: 10/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to *****'s a couple months ago and I've never been so discriminated against for what these women that work there thought of me they assumed that I was homeless they assumed that I was panhandling and they actually treated me so disgustingly that if I was indeed homeless which I'm not I would have probably had a meltdown they asked me to leave after I purchased food and I was in the middle of eating but did not ask the two older ladies that were of a different color to leave they had no reason and then they started harassing me and when I told them that I was videotaping them they started cussing and acting very immaturely please watch the two videos they are absolutely horrible these women should be fired nobody has the right to discriminate against anybody for any reason homeless color any reason at all and that's exactly what's happening they should be ashamed of themselves they are two of the most ignorant people I've ever come across I hope that this makes the news cuz I'm going to send it in there

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/06/2022 I paid for a ***** cheese potato with sour cream, extra cheese sauce extra shredded cheese and chives with a large drink and a Jr ***** cheeseburger a free classic chicken sandwich both of which should have had no lettuce or tomato but they misheard. Anyways the ***** cheese potato had no ***** on it or sour cream, I tried to walk it back and the door was locked so I walked to the drive thru I asked if I could get it fixed she replied can u come inside I said I tried but it was locked and proceeded to try to go back to the locked door I tried to open it for 2 minutes before walking to another door once inside I asked to get it fixed and joy the lady who told me I had to come inside walked by me and went to unlock the door I tried repeatedly to open another employee checked my receipt and added crumpled up burnt ***** to my now cold baked potato. This is not the first or last time this has happened anytime anything is mentioned it is shrugged off. In the past month I have had about 10 orders that were wrong. I have wasted countless dollars on orders where the extras were rang up but not included on the food.