Wendy’s

Oct. 09, 2010

Hello, my name is Jason and I recently visited this Wendy's location for the great $2.99 BBQ Bacon meal that is currently advertised. I entered with a friend at approximately 12:30 pm, ordered 1 Chicken Ceasar Salad, order #0184, and then in a seperate order, order #0185, ordered 2 of the $2.99 meals. We paid, waited, received our order, and then left. It wasn't till I returned home and started eating my meal, when I noticed a hair in one of my french fries. I immediately jumped back in my car a returned to the location and asked to speak to a manager, Juan. Now, I know a manager is only entitled to so much power, and everywhere I've eaten where the order has something in it, my money has been immediately returned to me in the full amount and the food is replaced and returned, but I was told that I could only have one or the other. Again, I know the manager, Juan, is only entitled to make certain decisions without asking a superior and I don't blame him for anything, in fact he was very helpful, he even re-made our order to ensure it was ok, I think this falls on the policies of the company itself. I was under the impression that the customer is ALWAYS right, and in my book, if there is any type of hair, lint, bug, etc. in the food, you immediately take it upon yourself to make what was wrong, right, that means money, food, and anything else is replaced and returned. I do realize some franchises are individually owned, but I have worked at a Togo's Eatery, and on the rare occasion that this happens, like now, the money and food was replaced and returned in the manner that it should have been, correctly. This incident does not change the amount of times I will visit a Wendy's restaurant, or how I feel about Wendy's, I love the triple BACONATOR, I just feel that as seldom as these occasions are, they need taken care of in every aspect, so as not to let an upset customer leave your restaurant, and then bad word of mouth begins to take place, and that is the worst. I would like to reiterate, I AM NOT BLAMING THE MANAGER OR THE STAFF, I think that the food and money should have been returned to me, no questions asked, as I would do the same to someone else. I do apologize for this complaint, I don't like to, but I left the restaurant NOT 100% satisfied and that should be the goal of any business, customer satisfaction 100%, and I feel something should be done, not necessarily to the manager, Juan, or the staff, but to the policies and procedures of Wendy's. My order totaled, $6.53, out of the hundreds of thousands of dollars that a Wendy's makes everyday off the public, replacing and returning an order for $6.53 to one customer should be worth more than all the money Wendy's receives, because a customer left 100% satisfied. Thank you for taking the time out of your busy day to read this. -Jason