Wendy's Customer Service / Facility Management & Food Preparation
TALLAHASSEE, FLORIDA -- I have been going to Wendy's for as long as I can remember. I grew up loving their frosties and the chili. I can honesty say after 36 years of being a loyal customer, I will NEVER return to a Wendy's or Arby's again!
My story begins at the new location Wendy's put up on the corner of Bannerman & Thomasville road in Tallahassee, Florida. This is really the only Wendy's on that side of town, close to Golden Eagle Country Club. I was excited when I saw it being built, boy was I wrong.
OK, about 3 months ago I go through the drive through, on my motorcycle. I order my usual, 2 jr bacon chessbugers and a small fry. Just enough to wrap up the bag, and ride home with it. Sometimes however, I do like to pull over and eat some, being very hungry after a hard day of work in the 100 degree heat doing construction. I work VERY hard for the pennies I make. So this time, I pull over, eat a burger, and some fries. The burger wasn't as bad as the fries, it was at least warm. But the fries however, were cold, nasty and tasted 6 hours old. Knowing I'd cause more of a stir then it was worth, I decided against going in and complaining, and just went on my merry way.
About 2 weeks later, I'm at home, and decide to go to Wendy's to get something to eat. A weekday being around 8:30 pm. So I hop on my motorcycle and ride the 5 minutes down to the Wendy's. I pull up to the drive through, nobody else is in line, and barely anyone besides employee's inside, I shut off the bike and wait. No I'm not the rude jerk that leaves his bike running, I even shut it off after I move up, every time, if a line exists. To allow people to order without the noise. So I'm waiting about a minute, and nobody has even said hi. So I peek around the corner, and I can see the lady standing with her headset in the drive throw pay window. I start the bike and move up and I'm like did you not hear me? Did the bike not buzz the buzzer thingy? (and I never had a problem with that before at this location)
She says to me, "No I saw you and heard you, but we don't serve motorcycles at the drive through." Once again I laugh and say "Oh OK" and park to go in, knowing raising a complaint would probably just get my food spit in. So I go inside order, eat, once again cold terrible sour tasting fries!
This time I go home, and decide to look on the internet for the company site, and file a formal complaint. Both about the issue at the drive through, and the cold terrible food. So I do, and did, and at the end of the complaint it asks "would you like someone to contact you?" I thought to myself, heh right, but what the heck, maybe they will actually care. It's been 2 months now and I haven't heard a thing from Wendy's.
This leads me to tonight. Same deal, got hungry about 8pm, waiting until about 9:30 pm, to let it cool down outside, it's been 90-100 here in Florida recently. So at 9:30 I leave and after one stop I arrive at Wendy's at 9:49 pm. I park my motorcyle, mind you "motorcycles are not served at the drive through" and proceed to go inside. I see employee's and about 8 people inside eating. I reach down to grab the handle of the door, and pull, and it's Locked!? The sign on the door clearly says On weeknights the diner closes at 10pm, and the drive through at 11pm. So I'm shocked it's already 10pm, I go back to my bike to check the time, and I see it's only 9:50!
I'm pretty pissed off at this point. This would mean to get food, now I have to go 10 miles or so down the road. So I pull around to the back of the store, an 18 wheeler is there unloading supplies and an employee is out there with the truck taking count. I ask her why the doors are locked it's only 9:50pm and she gives me a snarl and says I'll have to take it up with the manager. I was pretty nasty to her and said "Oh ya, I'll be taking this up with the manager alright." I leave and go down to the other Wendy's location, a pretty good ride for me, when there was no need. I went in, asked for a manager and explained what happened. I asked him to please find me the number of the district manager or local corp office. At first he was reluctant, but after he saw and I explained I wasn't leaving until I had some number, he seemed to be able to find the "BOOK" of numbers. While he was assisting the drive through also, I was talking with the counter girl, she was very nice, and during this whole time, I was polite as well. Rudeness gets you nowhere. I told her about the motorcycle thing, and she laughed and said that's the first she's heard of such a rule, she serve's them all the time! Now my face is getting red and I'm about to blow inside! So after only 3 or 4 minutes, the manager got his book, and right in Front of me wrote down 2 numbers for me.
The saddest part is, I already know nothing will be done about any of this, if I can even get a live person tomorrow. They just don't care about customers anymore or customer service in most places. The harsh reality is, that Wendy's and it's other corporations make so much money, that customer service just doesn't matter to them anymore. They will continue to make tons of money because of people today and their values. I can't count how many reviews and complaints I read on here and they say " I will never visit that location again, and 'maybe' won't visit others."
The sad truth to that is, you will go back, because most people in today's age are lazy, like me, and just don't care about how or who gets their hard earned dollar. Or those who have lots of money, maybe got it the easy way free, just don't value good service anymore.
If a place treats you like this, you SHOULD NEVER go back, unless they right the wrong! And my friends Wendy's couldn't care less about us anymore. All they care about is lining the corporate pockets with green, opening more locations, serving more cold terrible food, paying employee's minimum wage so we get terrible service, and the like..
So tomorrow I will make my best attempt to contact the regional manager for this area. Even if I can contact them, or get a return call. I seriously doubt anything will be done. They really need to restructure the training courses for managers and employees, if they even exist.
So the best thing I can do? I WILL NEVER GIVE WENDY's ONE RED CENT MORE of my HARD EARNED money!
They can jump off a bridge. After 36 years, it looks like you're all doing a great job at horrible service, horrible food, and getting rich from it. This is one ex-Wendy's / Arbys customer.