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
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hi I placed a mobile app order on 7/8/2024 and never received my food and requested a refund I was told the refund would be issued I still haven’t received my refund this has been going on since 7/8/2024 I was hung up on multiple times never received a call back yet from a supervisor and I requested a call back on the day I placed this order and never received my food I have called delivery support I have also called Wendy’s but they are blaming each other for me not receiving my refund I have waited longer than most businesses have ever had a customer wait on a refund this is my money not Wendy’s or Wendy’s mobile app I have requested a refund on 7/8/2024 today is 7/25/2024 why haven’t I received my money yet Wendy’s need to retrieve the call log and see how many times I have called regarding this and how many times it’s employees have hung up on me (a customer) or gave me the runaround regarding my money this isn’t Wendy’s money I work for my money and don’t feel like it should have been taken and I didn’t receive my food today I also was hung up on by Wendy’s support team I want my money!Initial Complaint
07/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Mobile App. The app is not allowing me to use the considerable number of rewards points I have earned through past orders. I have spent a week contacting customer service and have received no help. Promises were made to correct the problem and to contact me but neither has been done. I have spent money acquiring these advertised rewards points and I am being prohibited from using them. Since the problem can’t or won’t be fixed I feel substantial compensation is in order for this refusal to deliver what was advertised.Initial Complaint
07/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I paid for 6 kid's meals using their scamming app. The app won't let me use my rewards and keeps removing my points. Upon getting the foods, I tried 1 fry and it was soggy. FYI, *****'s fries are the best if it's hot and just off the fryer but they get soggy if they've been sitting there. The fries were soggy. I immediately asked to new fries. I was IGNORED by all the possibly illegal Mexicans including the Mexican manager. There was a short little Mexican supervisor woman there too and she was pouring ****** into her drinks then she drank them. She's serving the customers while she's having diarrheas? That goes to show how safe that place is. I honked and beeped for ************************************************************************ I called the Police. They said they won't come. Then I walked in there and the all ************ started yelling and cussing in Mexicans against me. I was scared shitless. Then I tried to remember what **** and ***** would have done? I ran outside and called the Police again. I left their foods on the counter. The manager yelled out I'm not refunding your money. The cops finally came and he told he cops to call the app for a refund.****, I don't know if you're dead or not but the Mexicans have taken over your restaurants (in ******** too) and they're not the ******* I used to eat at when I was a child in the 80s. I used to enjoy the chilli a lot.So, they got their food back but where's my refund. Is it really that hard to just give me some fresh fries that I paid for? It's not like I'm paying them with pesos.Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
June 17,2024, $9.98 (salad and baked potatoe) 11:36 am. I made an online order and paid online. my lunch starts at 12:00 *****'s is 5 mins away. I went in restaurant with my printout. when it was my turn i told the lady my name she checked drive-thru and other places they didn't have my order. i was going to show her my receipt. then they were making my order as at least 5 to seven other people made order at count and got their food. at 12:37 i couldn't wait anylonger lunch ends at 12:45 I asked manager for a refund because my food still wasn't ready. manager **** since i bought online i had to request refund online. there isn't anywhere online to ask for refund. i called the customer service line to get refunded. the refund was suppose to ocur 7-15 days/I have called twice since 6/17/2024. each time they the person on the phone giving me the run aroundInitial Complaint
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have now had numerous issues at *****'s locations and have not seemed to receive any genuine follow up and customer care simply provides an apology with no remediation or contact from stores. Receiving food, that is not eatable, is unacceptable and due to numerous experiences such as this and *****'s failing to hold its franchises accountable, this will serve as my final notice before I total the receipts for the previous poor orders and pursue reimbursement via small claims court for these balances. I am very upset and disappointed with the poor example of service *****'s has shown and hope that a solution can be reached without filing district court filings due to monetized damages that can be displayed and proven with receipts and photo evidence.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.
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Customer Complaints Summary
283 total complaints in the last 3 years.
125 complaints closed in the last 12 months.