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Wendy's Complaint - Drive thru disaster that I ever encountered - Drive thru customer service
Drive thru customer service - Complaint
ROCHESTER/HENRIETTA, NEW YORK -- At about 2:50 p.m. I went with my two younger children to the drive thru in Henrietta on Jefferson Road. I ordered 2 fries, one of them a large. Three bacon cheeseburgers, two small colas and 1 frosty. Instead I received three large fries, two Large cokes and just 2 bacon cheeseburgers.
As I explained that our order was incorrect with the extra fries and lack of a bacon cheeseburger the young woman at the window said"ok, than give me a 1.07 for the extra burger" I explained that the price of the fries that I was charged for should be actually owed back to me since they were more and I really did not order them. She told me to take out the fries out of the bag and she will give me the burger as soon as I give her the amount of money. NO apology on her end was given about her mixup. When I grabbed the burger out of the bag that the one order of fries were in she said with a very rude tone"well, I did not have your order someone else did" I explained that it should not matter and never heard of a fast food place actually wanting the extra food that was already in the customer's possession back. I have had mixups before and the cashier sim;ply apologized and let me take whatever extra food was in the bag.
I then asked for the girls name and was told"You do not need that" I asked a few more times when finally another girl packing the food told her to just "SHUT THE WINDOW". Both actions were entirely rude. I sat there for a few minutes waiting for my order to be corrected and when she opened the window again I asked her if she had a name. She told me she was not going to give it to me and told the young lady next to her "god, she is a b****" Told me to move down the burger was not ready. I had to wait another few minutes for the burger that should have already been made.
When another woman brought met he burger she practically shoved the bag to me. When I did not say thank you she cursed me by saying I was an "unappreciated white b****". I told her I will call the district manager on this and thought I would go as far as operations manager to explain that this is not going to be tolerated and racial remarks should not have been said to a paying customer.
I will never go to a Wendy's and will take out any investment money we have with Tim Hortons and Wendy's. I have had better service at McDonalds and their cashiers and customer service ALWAYS friendly.
As I explained that our order was incorrect with the extra fries and lack of a bacon cheeseburger the young woman at the window said"ok, than give me a 1.07 for the extra burger" I explained that the price of the fries that I was charged for should be actually owed back to me since they were more and I really did not order them. She told me to take out the fries out of the bag and she will give me the burger as soon as I give her the amount of money. NO apology on her end was given about her mixup. When I grabbed the burger out of the bag that the one order of fries were in she said with a very rude tone"well, I did not have your order someone else did" I explained that it should not matter and never heard of a fast food place actually wanting the extra food that was already in the customer's possession back. I have had mixups before and the cashier sim;ply apologized and let me take whatever extra food was in the bag.
I then asked for the girls name and was told"You do not need that" I asked a few more times when finally another girl packing the food told her to just "SHUT THE WINDOW". Both actions were entirely rude. I sat there for a few minutes waiting for my order to be corrected and when she opened the window again I asked her if she had a name. She told me she was not going to give it to me and told the young lady next to her "god, she is a b****" Told me to move down the burger was not ready. I had to wait another few minutes for the burger that should have already been made.
When another woman brought met he burger she practically shoved the bag to me. When I did not say thank you she cursed me by saying I was an "unappreciated white b****". I told her I will call the district manager on this and thought I would go as far as operations manager to explain that this is not going to be tolerated and racial remarks should not have been said to a paying customer.
I will never go to a Wendy's and will take out any investment money we have with Tim Hortons and Wendy's. I have had better service at McDonalds and their cashiers and customer service ALWAYS friendly.
Comments:
Posted by DebtorBasher on 2006-10-29:
And who knows what they may have done to that burger before they gave it to you...Yes, I would report the treatment and racial remark.
Posted by Skye on 2006-10-29:
Terrible treatment. Another Wendy's debacle.
Posted by amaniR on 2006-10-29:
About 25 Wendy's around here just closed, all bankrupt. Not sure if this is a nationwide trend but as many complaints as there are here I wouldn't be surprised.
Posted by DORCAS on 2006-10-29:
I agree with DB in the fact that they probably did something nasty to the food and I hope you didn't eat it. I can't understand the fuss they had to make over an incorrect order. It happenes and all they needed to do was fix it. I don't know why employees take these things personally, it's just a food item not a medical error. I would also agree you need to notify the corporate over both the b**ch remark and the racial remark. And don't let them try to get by with a free food coupon. You deserve a much bigger apology then that.
Posted by DebtorBasher on 2006-10-29:
DORCAS, when they get that defensive over a customer trying to correct a mistake they made, it tells me they had quite a few complaints and messed up orders and may feel if they got anymore complaints they will lose their job...one would think if that was the case they would be more careful...also, there are those who may not like the job they got themself into, so they will do and say anything to get themself fired...if they get fired, they can collect unemployment benefits, but if they quit they can't...I've seen it at NCO...once the collector found that collections wasn't their thing, they would fight with and even hit the manager, start a fight with other workers and I won't even go into the things they would do in the bathrooms...because they wanted to get fired so they can collect unemployement. I even had one tell me, "I've tried everything I can to get fired, what more can I do"...but because they were in the "protected class"...it took longer to fire them.
Posted by Lidman on 2006-10-30:
STOP GOING THERE!!!!
Posted by UrFriendlyPirate on 2006-10-30:
Well, this sounds terrible.
Posted by DebtorBasher on 2006-10-30:
^^^^^^^^^^^^^^^^ Ya gotta do better than that, Pirate!
Posted by DORCAS on 2006-10-30:
DB:Another good possibility. Free pay for no work; playing the lazy card.
Posted by bigbangerik on 2006-10-30:
i am apaled by this! whenever my wendy's messes up, they just give me a few extra burgers and free drinks. they usualy dont care, its not thier mony.
Posted by Ponie on 2006-10-30:
I'd just bet Lovely was all sweetness and honey when pointing out the mistake in the order. I can hear it now: 'Hey you dumb (insert derogatory noun), you screwed up this order.' When the employee responded not to Lovely's liking, a few more expletives poured forth. IMHO, it's all summed up in this statement: 'I will never go to a Wendy's and will take out any investment money we have with Tim Hortons and Wendy's.' It's a fast food joint, for pete's sake not the Ritz or The Palm! Lose that imperious attitude. Chalk it up to lazy employees and don't go to that location again. Sheesh!
Posted by Stew.old on 2006-10-30:
Ponie there you go 'assuming' again. Are you related to JayD?
Posted by Slimjim on 2006-10-30:
I don't even think the circumstances are relevant here. If the cashier in fact said "unappreciated white b****". ", that's a racial slur, and everything else doesn't matter (unless one was used at her first). Management of that location should be notified, and the employee should be terminated. No second chances , no excuses, no questions asked.
Posted by DebtorBasher on 2006-10-30:
I agree with Slim!
Posted by Lidman on 2006-10-31:
I agree with DB
Posted by Slimjim on 2006-10-31:
I agree with Lidman
Posted by DebtorBasher on 2006-10-31:
I agree with Liddy.
Posted by Ponie on 2006-10-31:
I agree to disagree. :)
Posted by DebtorBasher on 2006-10-31:
I disagree to agree :)
Posted by Lidman on 2006-11-01:
I agree to disagree to agree
Posted by SilverWngs on 2006-11-05:
I worked at a local KFC several years ago and where it is located some ppl come as far as 15 miles to get food. If we messed up the dinner or lunches for ppl and they called back in or even came in to let us know not only did we fix it and make it correct but if they lived a ways out or Store owner would make new meals, yes even a 20 piece meal and take it to the cons home. We wanted our customers to come back and many we knew by thier names. If I had ever said ANYTHING Like that my A$$ would have been grass and I would have walked out the door with a pinkslip in hand. Something those at that Wendy's should have had done to them, that was totally UNCALLED FOR.
Posted by lOVERNU on 2006-11-19:
Its is better to be nice than to provoke people whom you know are already irritable and working for minimum wage. Im sure that alot of employees making that amount of money dont want to hear some college grad talking lowly and acting lke they are of some royalty. Nowadays "customer service" is non existent. Be nice; its better to be above than below
Posted by beanbagbritches on 2006-12-01:
Absolutely insane!
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