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
11/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered through the Wendy’s mobile app. I had someone pick up the order. The worker at the store told them they ran out and did not issue me a refund. I complained on the Wendy’s customer service website and still haven’t received a response. I called to different customer service numbers and was put on hold longer then 30 minutes and still did get a response or answers. This was my last option to receive a refund. This Wendy’s was in Roslidale, Ma.Initial Complaint
11/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Placed a mobile order at 8:30am. Arrived at the location at 8:40am. Was asked to pull to the side as my order was not ready. Waited in my car until 9:10am. Did not receive order. Went in and was told that I was not outside, they gave my order to someone else, and I’d have to wait for the order to be remade. I asked for a refund and was denied. I left and called the store as I was already 20 min late for work due to this error. The manager on the phone said that in order to receive a refund I would have to come back to the location. I advised the manager that I used Apple Pay and did not have a physical card to present. She told me too bad and hung up. I called the owner at ************ order. I attempted to cancel the order through the app since they had not yet processed it. The moment I got to my car, the order was processed leaving me unable to cancel the order. If they had given my order to someone else, wouldn’t it have closed out my ticket earlier? I was just completely lied to by everyone in the store.Initial Complaint
11/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Every time we visit the employees of this location automatically upcharge the combo size from the menu priced small size to medium without ever asking for permission to do so. and they have additional charges on the receipt to reflect the upcharged medium size. We feel this is stealing from the customer and should be stopped or at least ask the customer if this is OK. We are not the only customers as our son and his family have also been victims of this practice. We would like to ask for a refund of the charges and ask that the location manager or regional manager contact us to assure this practice will be stopped so others do not get ripped off by these employee fraudulent practices, This order had 1 medium fry and 2 medium drinks upcharged so a refund of $2.14 should be issued at minimum and it would be nice to get a couple of the previous over charges back as well. Unfortunately I do not have receipts for the previous visits as the employees always said the receipt printer was out of service. They tried the same thing this time but another employee said it was working and provided the receipt, Always getting added 2 plus dollars is not a great experience and should be stopped immediately! Thank you and we look forward to our refund. Our next step will be a full credit card charge dispute for the full order amount if this does not stop.Initial Complaint
11/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I'm super upset!! I placed a delivery order through the app and the experience was horrible. I was quoted for a delivery marine of 10:23 pm and didn't get the food until 11:12pm. The app didn't have real time updates, so I could know when the food would be here! When the food got here it was cold and not edible! I would like a refund for such a horrible experience!!! No one has respond to the email that I left complaining about the experience. Can't get a hold of customer service.Initial Complaint
11/05/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On 11/1/2021 I used the Wendy's mobile app to order food for delivery. I ordered 5 burgers, chicken nuggets, fries, chicken sandwich, and a baked potato. All 5 burgers were ordered with No ketchup. When the order arrived it was missing 1 burger and the baked potato. The other 4 burgers all had ketchup on them. I called the store the order was from (store number 8764) and asked if I could return the food and receive the correct order. They said no, since it was a mobile order I had to contact customer support. I've called the number ((888) 624-8140) listed in the app everyday and no one answers. I've sat on hold for 25-30 minutes each time. I've tried the mobile app chat option and again never receive a live person. I've sent 2 messages through the "contact us" feature on the app explaining the situation and requested a call back. No one has called back. It should not be this difficult to reach a support representative to resolve this matter. I would like the full amount of the order refunded. The amount was $40.21.Initial Complaint
11/02/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Last week I tried placing an order on the app but the app said an error occurred and the order didn't go through, I tried again and the same thing happened. Even though the app said the orders did not go through, I was still charged two times. I contacted Wendy's via the online chat and was told they were having an issue with the app and in 24-48 orders the charges would fall off my account because the order wouldn't be picked up. I asked how was I charged if the orders didn't go through or how was there an order for me to pick up, and if an order does go through but you cancel it the charge is immediately reversed why couldn't these charges be reversed. The representative I was chatting with wouldn't answer my questions. When the charges still didn't fall off my account I contacted them via the chat again, the representative I chatted with asked what email I gave the first time, I told them the representative didn't ask me. This representative gave me case number ******** and told me the charged would have to be refunded from management directly. It has now been well past 48 hours and not only have the charges not fallen off my bank or still pending or been refunded, but they went through I was actually charged for 2 orders that weren't actually placed or picked up and wasn't given the option of canceling them. For 2 days I've been trying the online chat again and it isn't working and I tried the texting option but haven't received a response, and management has not reached out to me via email.Initial Complaint
10/29/2021
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Hi. I’ve been trying to ask the Wendy’s corporate headquarters to please remove me from their mailing list at least one hundred times now and they still won’t remove me from their mailing list. I call their company and I get no answer. I put in the request at least fifty times on their website and they don’t stop sending me emails!!! Could you please contact them and ask them to please take me off their mailing list? I believe their employees are intentionally avoiding my request to be taken off the mailing list. In other words they are getting paid to not do their jobs!!! Please if you could help me I would be so grateful. My email is ********************* Thank you.Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
9/30/12 I could not bring up the rewards app at the drive through. I could not get a free soda or my add points on my rewards. I tried to upload the $3.74 I spent and it would not go through. It is not right you only allow 24 hours to upload a transaction. I messaged twice on Twitter. No one answered. I tired going through the chat. I was told to call. An hour and twenty minutes on hold and I spoke to no one. I want the account closed and I will not longer purchase food from Wendys. No one will respond to closing the account since I am unable to use the app.Initial Complaint
10/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Every time I order delivery through the Wendy's app, I'm either missing most of my items, or my order is incorrect. For instance, I ordered delivery from store #**** via the Wendy's app on 10/9/21. The order was two Dave's triple cheeseburgers and an jalapeno popper chicken sandwich. I received a Dave's Double and a plain salad. I ordered delivery through the Wendy's app many times in the past missing most of my items in every order. At this point, I am out at least $75 in missing/wrong items, plus all the time I didn't get to eat due to spending the rest of my money on food. There's also the time I spent calling local stores, calling and texting the Wendy's toll-free number, and attempting to use live chat. None of which respond... I would like $100 in Wendy's gift cards added to my app account ************@yahoo.com PLUS the local 35404 stores to pay attention to delivery orders through the Wendy's app. Wendy's is one of my favourites but they have dropped the ball lately.Initial Complaint
10/08/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Wendy's was graciously advertising that EVERYONE would get a free sausage/bacon croissant on August 13th- 14th 2021. My family went to the 6781 E. Main Street location in Reynoldsburg Ohio. We wanted to go inside and eat however, the door was closed. We went through the drive through. There was 4 of us. We thanked them ahead of ordering. Then, we said that there were 4 of us and we would like to get 4 of the free croissants. We were told no and that she would only give us 1 per car. We explained that there was 4 of us in the car. She said we would have to purchase the other 3. I told her we would come in but their door was locked. I told her I would drive around 3 more times if she needed me to. Still no. She said only 1. I even asked to have separate orders. She said no to that. They allow people to purchase things on different orders. The name on the person's apron that I talked to was Miss *****. We could purchase the other 3 on separate receipts but unwilling to give them for free
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Customer Complaints Summary
264 total complaints in the last 3 years.
120 complaints closed in the last 12 months.