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
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On March 28 @ 8:00pm I ordered a meal at Wendy’s 460 Howe Ave.Cuyahoga Falls ohio 44221 pulled to the receiver window , was told to move forward, not sure for the reason, was unable to proceed for reasons there was vehicles in front and behind, was threatened with the police being called, I requested my cash payment returned, I was refused my request, the police were summoned to respond, police arrived asset the situation, told me to file a complaint, I would like to have a full refundInitial Complaint
03/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
To whom it may concern Me ****** ********* husband ********* ********* daughter in-law ****** ********* are sick to there stomachs and me. we are all experiencing the same symptoms. sorrow burps belching and throwing up and diarrhea and are head feels a little foggy today from the chicken sandwich and fries we ate last night at Wendy's on the 03-25-2022 that is the only meal we had on 03-25-2022 my contact info is ###-###-#### my husband ####-###-####Business response
05/24/2022
Hello, working on this case.
Initial Complaint
03/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have wendys rewards app. i submitted a receipt within 24 hours and never got the points. i emailed customer service and never got a reply.Initial Complaint
03/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Yes I am sitting in Wendy's parking lot right now I ordered a chicken sandwich meal and two small frosties they had me wait for 10 minutes pulled to the side and wait for 10 minutes for my meal so I'm waiting and they come out and bring my whip meal and they didn't bring me my my tooth frosties so I so I tell them well you didn't bring my too fast no you didn't I explained to them yes I did I said a chicken sandwich meal and two small frosties and they said well it wasn't on the ticket and I said well it should be on the ticket because I ordered it so the guy said huh and went back in and then another guy comes out with the chicken says see it's not on the tickets I said well I ordered them and he said well either you pay for them or you don't get your frosties very rudely and I explained to them I have no problem paying for my two small frosties I'm just explaining to you that I've been here for 10 minutes and I told you that I ordered the two small frosties he said I don't have to do I don't have to either even serve you and I said excuse me I'm trying to get my food and go he said you know what here never mind I don't want to serve you and walked away this isn't the first time that people in this store have been rude and it's just ridiculous it's utterly ridiculous that people think that they can treat you any kind of way when you're paying customer and I'm real tired of it I'm real tired I paid $15 for a meal and order my two frosties and now I don't get them what is wrong with people I don't understand but I'm not accepting this I will never step foot in this Wendy's again ever again in my lifeBusiness response
05/27/2022
Sent email to customer asking for more information as to which location. So we can reolve and refund customer.Initial Complaint
03/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed an Mobile order but the restaurant never got order it got declined. But I still got chargedBusiness response
06/01/2022
The customer was never charged for the order. I emailed the customer. The receipt he provided was for mobile pay.Initial Complaint
03/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 3/12/22....I attempted to place an order through the Wendy's app for Store#7659. The app was giving me errors, yet I was charged $7.40 TWICE on my Debit card, but the store never received my order. I was charged for food I could not even get.Business response
05/24/2022
I have left a message for ******* and made offers for resolution.Customer response
05/24/2022
I am rejecting this response because I have not heard from this company again or received a voicemail....which is EXACTLY what I desire. Please ensure your company/people/processes don't contact me again. I'm done with this matter.Closed as far as I'm concerned.
******* *********Business response
05/31/2022
Customer was issued a $17.00 credit but refuses to speak with us. Wants no further contact.Initial Complaint
03/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to get in contact with Wendy’s customer support for days. I’ve sat on the phone waiting for someone to pick up for over an hour. The people at the call center pick up the phone and immediately put it on hold and then just never pick it up again. The Live Chat option within the Wendy’s app does not work. I was “#1” in line for over an hour and again, no one ever answered. The link to submit a complaint/“leave a message” on their site also does not work. They have 0 customer service whatsoever. I wanted a refund because I was delivered a completely wrong order. Wendy’s doesn’t care about their customers at all.Business response
05/24/2022
I called customer and apologized as well as let her know I processed the refund request.Initial Complaint
03/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
When I went to wendys and ordered a spicy chicken sandwich, the majority of the sandwich was uncooked. I had nausea and diarrhea for the following days. The official wendys twitter handle informed me that they will contact corporate and provide a resolution to the issue but I have yet to receive a follow up.Business response
05/27/2022
I spoke with the customer and apologized and we resolved the issue.Initial Complaint
03/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
01/23/2022 Time :2:38 I went in purchased some sandwiches from Wendy's and as I bit into my cheese burger , I felt something something hard(which was a bread tie ) as I swallowed and I started to choke my boyfriend had to help me get it out my throat by hitting my back .I have a lot of health issue & I have been in oxygen for 16yearsInitial Complaint
03/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In their drive thru, I purchased two number one meals. I supplied my card, and drove home. Upon getting home, realized the order in the bag was incorrect. When the charge came across my phone for $23.93, I called the store, asking to speak to a manager. The female who answered, stated she was the manager, this was at 3:45 p.m. I told her what I was charged, she stated that the charge total was correct for two number one meals. I said, “I beg to differ.” In the background, heard a male voice say,” what the f—-ck is that about?” She then said, “there is nothing I can do.”, and proceeded to hang up the phone. I called their corporate headquarters, after 45 minutes on hold, hung up the phone.Business response
05/24/2022
I have left a message on voicemail for customer asking for additional information in order to resolve. I also sent an email requesting the information.Customer response
05/27/2022
Yes, I did have a missed call, but no message, as she stated. The email I received, started with something about “ on your recent visit.” Recent? That visit occurred the first week of March, we’re at the end of May. I don’t consider that recent in the slightest. I did receive her email. It requested information. I immediately replied while also providing two photos of the receipt, per her request. I have yet to hear back, hence why I do not consider this situation resolved in the slightest.
Business response
05/31/2022
I spoke with *** and let him know I was submitting this for a refund.
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Customer Complaints Summary
283 total complaints in the last 3 years.
125 complaints closed in the last 12 months.