Wendys, Co Springs, Academy/San Miguel Complaint - RAW Burgers & order incorrect
COLORADO SPRINGS, COLORADO -- I have been going to the Wendys in Colorado Springs on Academy/San Miguel for the past few years now (maybe 6 times a year). The past few times (this year) have been just awful. Dirty store, very rude employees, nasty cold/old food.
I went this last time on 12/12. Went through the drive through about 6pm. Ordered a #1 combo WITH cheese, No onion extra pickle. Also a quarter pound double stack w/ cheese, no onion extra pickle. We got home and my partner opened her #1 combo burger, it had no cheese even though we were charged on the receipt. It only had catsup, no lett, no tom, no extra pickles. It was just a hamburger with catsup. The receipt was typed in right though, it said cheese, no O, X P. Her fries were also very cold, which we noticed on the ride home, but thought we will just nuke them when we get home. Why would there be cold fries at 6pm???
I opened my quarter pound double stack and, although it did have cheese, it had nothing else on there at all. I got the catsup and mustard out to doctor my burger up. I took a bite and noticed right away it was cold and tasted funny. I looked and the patties were RAW. I dont mean a little pink, I mean RAW. very discussing. I spit the bite out and saved the burger in the fridge in case I end up with Ecoli now.
Needless to say, I called the "Manager" in charge after I returned from the nearby BK and got my dinner. Her name was Angela. When I was first describing the burgers and how none of the condiments were on there like they were ordered, her voice sounded like it was a big joke. She started giggling sarcastically (like I was making it up) and said, "ok, just come back in then and we will replace it." She did not even finish listening to the complaint. She acted like I was calling to get free food and she just wanted to hurry up and get my name and get rid of me. I told her I was not done and that she handed out very raw hamburger on the double stack. THEN she got serious and apologized and said that they have standards so that doesn't happen and if I came back she will replace it. I told her flat out I would never eat at that store again. I told her if she wanted to call the Wendys on N. Academy and have them replace my food that would be okay. She said she would do that. I asked for a complaint # and she said they dont have a 1-800# I can call to complain.
Today I called the store on N. Academy today to see if she actually called them (today is the 19th so it has been one week) and the manager there had no clue what I was talking about. He did say he would replace my food though and he did apologize about the whole situation. I asked him for a complaint phone # because I still plan on complaining about the first store. He said there is no 1-800# but he had a local # for the Wendys in CO Springs. I plan on complaining to them on Monday. It is one thing if it is just cold food, or the order is made wrong. It is very dangerous to hand out hamburger that has not been thoroughly cooked. You can really make someone very sick or even kill them. How many people have to get sick because of employee and management indifference?
This goes higher than just the store level too. I know there are costs each store has to meet. However, sacrificing public safety to save on labor and training costs is NOT the way.
I know it doesn't do any good to call the health dept (but I AM going to). I used to manage restaurants, Jack in the box & Dennys. When the Health Dept. comes into even the most discussing stores, they do not close them down. There can be roaches, mice, food storage equipment not working and they still do not close them down. They give them a month to comply, then even if things dont get fixed or cleaned up, they just keep giving more time.
I also think it is very poor customer service to not offer a 1-800 complaint phone number, or an email address to complain to. I have been on their websight (Wendys.com) looking. All they have is a long distance # and an address to write to. This is stated next to the address:
"We'd love to hear your comments or questions about Wendy's® or this web site. While we are unable to respond to every piece of mail personally due to the high volume we receive, your comments will be given serious consideration." This sure gives me the impression they do NOT care one bit.
If anyone needs the local CO Springs Home Office phone # email me & I will give it to you.