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
06/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Upon going to Wendy’s, I asked for the $5.00 biggie bag and they told me they did not have $5.00 biggie bag, that they only had $6.something and 7 something bags. Location was Wendy’s on *** *** * ********* *** Why does t.v. Say one thing and Wendy’s say something else.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On January 2 2024 I was charged by Wendy’s after making a mobile order after 15 minutes of waiting behind one car in the drive thru I had to leave I couldn’t wait any longer. I called the contact number for wends and they said the specific restaurant had to refund my money. They said they would contact them to issue the refund. I still have not received my refund.Customer response
02/25/2024
********Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I got sick on the morning breakfast from the Wendy's was delivered to my residence and I bought two breakfast sausage burritos the potato patties were just nasty like they've been sitting over to overnight and the drink was watered down waterlogged I have no ice it was nasty 23 bucks and they charged me $50 and something for the delivery when they should have took only 14 on the receipt which I got I want my money back nowInitial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Wendys Restaurant #**** **** Crain Hwy ###-###-#### Trans#**** Date:6/20/2024 Time: 10:54pm I ordered six biggie bags and when I paid for the food I was rushed by the order taker. I ordered for others, and the food was below Dave Thomas standard of how food should be served. I received old fries & nuggets that should have been pleasant to eat but instead was tough. The cheese hadn't melted on the burgers shameful. The only thing that was how it was supposed to be were the cold drinks. Very disappointing experience after being a Wendy's Customer all my life. I'm about ready to be done with Wendy's and just reminiscence about the good ol days when Wendy's was great!. Any help regarding this is greatly appreciated. Thanks. #Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed a mobile order for this location of 06/16/2024. When I arrived to pick up my order, I was told that they did not have any of the chocolate Frosty’s, which is the still reason I typically go there. So they asked me if I would like a replacement and then all they had was the berry Frosty so I took some time to think about if I wanted to replacement I pulled forward and waited Manager, then came out. I told him I didn’t want a replacement I would reach out to corporate for a refund for that portion. He said OK walked back inside. I sat there for about 2030 minutes assuming they were making the remainder of my food and I kept seeing people that it went into the actual location and we’re eating there get food through the windows this whole time while I was still waiting I went back around the drive-through and they just assumed that I wanted to cancel my entire order even though that’s not what we discussed , so by this time when I finally did get my food, there were a couple of things that were missing out of there and the drinks I could not even drink they were supposed to be sweet tea, but they look like water down apple juice. My child would not drink it. I would not drink it. We dump both of the drinks out. I reached out to corporate 06/17/2024 who told me that the franchise owner would reach out to me that never happened so I followed up a week later the following Monday and was told that the general manager would reach out to me as soon as they’re able to hear. We are now almost 2 weeks later with no resolution. No one has reached out to me and no refund has been issued. I was advised that I would get a refund issued and it even states that in the email that I have attached a picture of I want my money back. It should not be this hard. I should not have to speak to the franchise owner to get a refund.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
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 6/19/24 I placed an order via the app at Wendy's. Upon arrival for pick up I was advised, no regular nuggets, I advised that I did not want the order then and the employee told me to cancel the order via the app, which I did. I still have not received a refund, the location says the app will take care of it as it was through the app. I requested a refund as the app advised and received the attached letter, still no refund. No one seems to be able to assist and refers me back to the other. I have still not received said refund.Initial Complaint
06/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have tried to chat in app, no person available all day. I have called a d listened to endless holding music for 90 mins. Yesterday, someone was able to fraudulently use my app and my mobile account gift card for over $40 in *** ****, completely wiping out my gift card balance. Please help. Very surprising this could happen, a fraudulent order. Never been to ** in my life.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!
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Customer Complaints Summary
264 total complaints in the last 3 years.
120 complaints closed in the last 12 months.