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
12/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I donated the money to Wendy's charity for adoption and was suppose to received a Frosty Keychain. I never received it. Order ID: ********* I signed in the app and don't see any digital keychain either.Business response
06/07/2022
I have emailed the customer and am sending him a keytag and a courtesy card for the inconvenience.Customer response
06/08/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 16200220
I am rejecting this response because: I have not received an email from wendy's explaining the situation and secondly I have not received any package from Wendy's. If they could please provide the BBB with a copy of that email or some proof the package was sent, I would greatly appreciate it.
Regards,
***** *******Initial Complaint
11/26/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I went to place an order on the Wendy's app only to be informed that I had to sign up for a new account. When I did, all of the points I had accumulated in credit toward future purchases had disappeared. I had accumulated quite a sum. Also there is advertised on the app 150 free bonus points for an order of fries of any size. Those failed to materialize after I had ordered the fries. Judging by the number of similar complaints against this company and their seeking indifference to people's concerns, I don't know that my one additional complaint will make a hill of beans of a difference. Shameful how Dave Thomas' good reputation is now being marred by these second rate scam artists running the company. I don't know that my complaint will make a difference and I don't know that it is worth my honor to continue to support a company that is so obviously dishonest, deceptive and disinterested in it's customer's concerns. My attempts to reach customer service on a Friday evening at 6:45 were met with a message that I must contact them during their business hours of Monday thru Friday 8 AM to 8 PM EST - What?? These people are straight clowns! Completely disappointed and disgusted in the situation.Initial Complaint
11/26/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I signed up for wendys rewards and it has been nothing but problems. I had to get the app to use it even though you can access it online. I have reached out since June about issues and no one has contacted me to help. i uploaded a receipt june 30 never got my points. i had points expire i could not use because often times i went to wendys opened the app there were error messages so i could not use app or rewards. i redeemed points for a daves single but the cashier could not scan the code and would not help figure out the issue to the free single expired. recently i used points since i had them expiring soon and somehow the points expired anyway? they used they redeemed points not expiring?Initial Complaint
11/22/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 11/17/21 I placed an order on the app for curbside. I arrived at 12:09 PM. My lunch is from 12:00 PM to 12:30 PM. At 12:27 PM I still had not received my order so I left. In my effort to get a refund on my order I: 11/17/21 started a text dialogue on the number I got from the Contact Us information on the app - no response 11/17/21 called the number also provided in the Contact Us information. I was on hold for 15 minutes, nobody answered 11/17/21 emailed the customer service - on 11/22/21 no response at all 11/22/21 tried the Live Chat option on the Contact Us information tab. My place in line has been #1 for 15 minutes, still no response this way either!Initial Complaint
11/19/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order on the app on 10/22 for in-store pickup. When I went to pick it up, the doors were locked with a sign saying they were closed due to staffing issues. I called the store, and my call went directly to a full voicemail so I was unable to leave a message. I’ve reached out over a dozen times over the last month through different avenues. After over a week, I received an email reply from the store manager apologizing for the mistake and saying I'd need to reach out through the app for a refund. I emailed back and said I'd tried to reach customer service through the app, but no one was responding, and asked if I could be mailed a gift card in the amount of my order instead of a refund. No response. I've reached out to customer service via the contact form on the website and gotten no response. I've called customer service and no one answers the phone. I've tried online chat, which is always unavailable. It took a week to get a reply to the text I sent to customer service, where they again acknowledged the mistake and said I'd need to get my refund through the store. I explained the store had said I'd need to get the refund through them. It's now been a month and I STILL don't have my money back. I’d like a refund for the food I couldn’t pick up because the store was closed.Initial Complaint
11/19/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered food via Wendy's app, when order arrived via door dash even though ordered through Wendy's app none of what I ordered. I called the location to let the manager know the issue. She "knows nothing about the app, call door dash to get food delivered". She then told me my food was just finished and was sitting there. I asked how she was going to get my food to me? She is not, call door dash. I had to leave work and drive across town to get the order. When I got back to the office, I opened the bag only to find out that the burger I ordered with only tomato and Lettuce, had lettuce, tomato, pickles, mayo, onions, etc.. It wasn't even right. Had I known that when I ordered my food for delivery and it would be delivered through door dash I would have ordered through the door dash app and saved myself money as I pay $9.99 per month for their service. I feel I should be refunded to my Wendy's app the money for everything except the baked potato and med drink as that was correct. Everything else (burger and everything associated with delivery should be refunded as I had to go get it myself as they gave wrong order to driver and part of the actual order was wrong. I work hard for my moneyInitial 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.
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Customer Complaints Summary
283 total complaints in the last 3 years.
125 complaints closed in the last 12 months.