Wendy's Complaint - No Speaka English - Customer Service (No Speaka English)
EL PASO, TEXAS -- Here is a copy of the letter that I sent to CEO Jack Schuessler of Wendy's Headquarters.
I was using the drive through at Wendy’s on 1890 N. Zaragosa in El Paso, Texas at approximately 3:30 p.m.. The service is TERRIBLE in the drive through. Not only was our order not repeated, but the order taker did not speak English well enough to understand what I was ordering. She continued to speak to us in Spanish asking us to repeat our order. The person ordering only speaks English. Seeing as how this is America, they should speak the language. Anyway, my order was incorrect. I gave it back and told them (in Spanish, as the cashier could not understand our English) what we needed. It was given to us, this time with cheese. We did not order nor ask for cheese. They took it back. It was returned to us, with bits of cheese and obviously scraped off the burger! Appalling! I asked for the manager. The short, heavy set Hispanic lady with dark hair was laughing and asked for the burger to replace it AGAIN. I said no, this time I will hold onto it to ensure a FRESH product. I should NOT have had to ask nor hold the burger “hostage” in order to receive a fresh product.
I called the store later at approximately 5:08 p.m. The person who answered stated that the manager was “in the bathroom” and that she is very busy and does not accept calls. She then asked to take a message. This is again, inappropriate. I asked for the owner’s name, she stated that it was “LuLu” I asked for the manager on duty’s name. She stated that it was again, LuLu. I find this odd..
If you are advertising that we may order our burger the way we would like it, why don’t you abide by this? Also, please hire English speaking individuals to properly take orders. I also feel that this is a health issue returning the product after the cashier physically inspected it with her bare hands then returned it to me.
I wish to follow up on this matter. This is not the first time this has happened. It is finally time that I brought it to your attention. As a direct result of the poor customer service, I will not be returning. It is a shame, I enjoyed the food until now.
Cc: Jack Schuessler, CEO
I planned to send this directly to the owner to have him review and correct the problem. It is now 5:32 p.m. I called to obtain the manager’s name. The person who answered is “Carmen”. I asked her, “Is this Wendy’s?” She answered in SPANISH, “Ci, es Wendys. Que Paso?” (Translation: “Yes, this is Wendy’s, what is happening?” VERY INFORMAL and UNPROFESSIONAL) Since when does Wendy’s management answer “Bueno?” I asked her for the manager. She said that SHE WAS THE MANAGER! I could not believe it. I asked for the name of the owner. In English. She said, “Que?” As in, “WHAT?” I repeated in English. She said in Spanish, I don’t speak English, do you speak Spanish?” I said in Spanish, “I need to speak to a manager.” She said in Spanish, “I am the manager, what is happening?” VERY UNPROFESSIONAL!
I said that I needed the name of the owner, she said that they don’t have the name of the owner. She then hung up on me! I could not believe it!
Carmen should NOT be in management. I strongly feel that her communication skills are not management material, nor should she be employed to work with the public if she cannot communicate in English. I feel that I should be able to communicate in my own country in my native language, English without having to translate to management. I am Hispanic and speak Spanish, but I do not appreciate the lack of customer service.
I am certain that you will find this most unprofessional and unacceptable. Please re-evaluate Ms. Carmen’s employment as well as those who are front line workers at Wendy’s. They should not be working with the public if they cannot communicate in English effectively. It is truly a poor representation of your company.