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
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
ORDER ID: ********** Friday, June 7, 2024 07:23AM I placed an online order on the website. When I got there these incompetent people tell me they have NO FRIES and NO BLUEBERRY POMEGRANATE which I paid extra for. They sta*** they could substitute the fries for chicken nuggets. We refused the order and said we wan*** a refund. They said since we placed the order online. We had to call customer care. I called and they are closed so I sent an email. No response. I tried cancelling this order online and it says processed already! Monday, June 10, 2024. I call mobile customer care who tells me only the store can issue a refund. Case *******. So I call the store with my case number. I speak to Juan the general manager who says he has to call his district manager LaToya who says NO we do not refund mobile orders. That is customer care so I call back customer care who says no it is the store. It will take 7-14 business days to refund. I ask for a supervisor named Isaac who states they have to approve the refund, but the district manager shows as someone else. I want my money back. This location is trash. Tell this location to update the website to show items out of stock! Tell this location to doublecheck items because they are ALWAYS missing something. Tell this location to hire people who are competent. I think this location should be shutdown. They are that terrible. I want my refund of $39.13 back to my credit card ASAP. Next course of action is formal complaint with my CC, FTC, Attorney General. I will NEVER visit this disgusting location ever again.Customer response
06/14/2024
address is **** ****** *** ** ** *****Customer response
06/27/2024
Thank you after much persistence and escalating past the district manager a kind man named *** ******* got me resolution. Mobile orders has no one to take accountability. Corporate Wendys states the franchise is responsible for refunds. The franchise states anything online corporate is responsible. He forced the district manager to make the general manager to give me a refund. I had to go back in person so a large ordeal that took 3 weeks. Thank you for all your help! I guess no more ordering online!Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Today 6/17/2024 about 1:30 pm I ordered a ****** DBL Comb at Wendy's in **** *** The meat in my burger was RAW! Not cooked and bloody. I talked to the on site Manager about it. An older gray haired woman who did not care talked to me. She told me nobody at corporate would do anything about it. The restaurant owner did not care and would do nothing about RAW MEAT BEING served to the public. I paid $11.23 for a hamburger/meal I could not eat!!Initial Complaint
06/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
June 16,2024, my mother I went to Wendy’s. I have been to Wendy’s many time and have experienced the same nasty behavior from the staff. My mother and I are large and my mother and I caught them making fun and laughing at us, so we told them that their behavior and attitudes would not be tolerated. No matter when we go to this Wendy’s they are nasty and disrespectful. My mother and I have never said of warranted this bad behavior from the employees. We go to get a meal not be disrespected by the very employees our purchases help pays their salaries! Both the cashier and manager have bad attitudes each time we go to Wendy’s these are nasty and disrespectful!Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I downloaded the Wendys app on April 1st and placed a 5 dollar order on the app. Once I submitted the order the amount changed to 27.84. I called the location and asked to cancel the order and release my money and was told they cannot cancel the order. Then I called corporate which was a waste of time because it just rings and rings then places you on hold to listen to the terrible music for over an hour so I finally hung up. Then I acquired their email address and finally someone responded. We went back and for through emails and then was told that they were n9tifying the restaurant and someone would contact me concerning my refund. Noone has tried to contact me. I want my 27.84 put back on my card. The Wendys app is malicious and charged my card way more than my total. It was just me eating. I did not order 27 dollars in food. The total was 5.41 I believe. Refund my money please!Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
After having to update the Wendy's app, I placed an order and went to the drive thru. I arrived at the drive thru machine and gave my name to the worker. He told me I mistakenly put the order for carryout, but told me to drive up and he'll give it to me. I got the food, which I prepaid for via the app. My kids at their food, as I headed to ****** ***** to get my food. My 14 yr old got the Sprite aruba jam flavor soda. My 10 yr old wanted "a taste" (even though he drank that flavor before) and I (having been outside all day) drank some as well. Once we arrive home we begin packing all the Wendy's garbage inside the bag and that's when my daughter grabbed the cup to exit the car because she had about 1/4 soda left and she first noticed the hair in her cup. I grabbed the cup, moved it around to get a better look and it indeed was hair and not just a 1 strand. I tried to call the store 12 times, but the phone wouldn't even ring. I called my daughter and another Wendy's just to make sure it wasn't my phone, and it wasn't. I drove all the way back to Wendy's, spoke with the assistant manage Allyson and then called the police hoping to make a police report. I thought the police would be able to take the cup with the hair and run it in a lab because the follicle it still attached. Sadly, the police didn't even make a report they simply told me to contact BBB. Allyson and I talked a little and she issued me a refund, but for me that's not good enough. I still have the cup in a ziplock bag with the hair just in case a thorough investigation is done.Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
It’s like this Wendy’s on malabar in Palm Bay can’t get it right I order a lemonade the whole thing filled with ice and a cup of lemonade I order a chicken sandwich the sandwich burnt to a crisp but raw inside and the burger is burnt too like come on now and this my email and don’t bother trying to get the general manager because I work nights so I’ll never be able to see them. All I’m requesting is for you guys to credit me with a $20-30 app credit for my troublesInitial Complaint
06/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My family visited our local Wendy's on 5/27/2024 at 7:16 p.m. and had a bad experience. We did not receive all the items we ordered (missing two drinks and an entire hamburger), which is not abnormal for fast food, but when we tried to bring this to the restaurant's attention, we were yelled at by an employee from the back who said we ordered it that way and we certainly did not. My husband has been ordering the same thing at Wendy's for 20 years and one of our friends worked at this location when we were in highschool. That would all be about an expected level of bad experience for fast food, but the real problem began when I tried to call the restaurant a few minutes later. Apparently their phone either didn't work or someone was holding something over the receiver, because it was impossible to hear what anyone was saying and it was all static and feedback. My experience was that I was being yelled at by someone named Mandy, but I don't know if that was just because the phone connection was so bad no one could hear. I tried calling back the following day during business hours several times and no one would answer the phone. I contacted online customer service and received a canned response with no resolution -- I received the same canned message twice so it appears that no actual customer service is taking place. I called the customer service phone line and was left on hold for a long time and eventually spoke to a representative who appeared to be based not in the United States because language was a barrier and that rep said they would have a manager contact me, and that has never happened and it seems pretty clear now is not going to happen. It appears that Wendy's is providing rude, subpar service and then completely stonewalling anyone who reaches out to customer service.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered 2 maple chicken croissants w NO bacon. I received 2 with bacon and NO maple butter. I ordered an ice coffee w chocolate and received a tea. The drive thru was very too long and the employee was already rude and I didn't have time to wait in the line all over again. I reached out to Wendys and they don't seem to care of want to refund my money so this is where I'm resorting to obtain my money back before filing with my credit card company.Initial Complaint
05/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Wendy's has been advertising a 2 for $3 breakfast special on TV. On 5/25/24 6:45am, I went through the drive thru and the special was listed on the menu board. I was told that the special did not start on Monday 5/27/24, even through there was not any signage stating any dates. I feel that I was a victim of a bait and switch scam.Initial Complaint
05/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On March 30th I placed a mobile order at this location. I was double charged. Only one charge shows up on my app but my money was take out of my bank account twice. I have contacted Wendy’s several times since then. Several times l, I called and it said they were closed, even though it was during listed hours. I tried to chat multiple times but it would not work and I emailed Wendy’s on April 4th regarding this concern and was never followed up with besides the email provided. I called last on 4/24 and they said they would refund the money with 5-10 days. They did not.
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Customer Complaints Summary
257 total complaints in the last 3 years.
117 complaints closed in the last 12 months.