Wendy’s review: Wendy's Mobile and Store Manager at #491

On 02 Jan 2024 at 11:11 am I placed a mobile order for carryout. When I arrived at the restaurant's drive-thru, I was told they did not see my order and that I needed to come in the store. When I entered the store and approached the counter, I looked at my phone for the order information and noticed that the place your order button. After selecting the button, one of the ladies manning the front register asked me why I ordered again when my order had already been made and was in the carry-out pick up area. I'm not expecting every restaurant to be customer savvy as Chick-fla, but there was no hello when I arrived, or your order is in this particular area. This could have resolved the issue before it started. I repeated what happened to the women at the counter and was told I had to cancel the order from my app if I didn't want it. I acknowledged, but I couldn't locate in the app how to cancel the order. After mentioning to the women at the counter, she went to get a manager, who I recognized as the breakfast manager who is normally cold in his conversations. He said that they couldn't cancel the order, so I said I'll take the food from Order number [protected], which was the duplicate order I inadvertently submitted at 11:18 am. I waited another 15 minutes, thinking they would give me the food to that I mistakenly submitted, but they didn't. When I asked where my food was the women got another manager, who told me that he would not give me my food, because I was going to call and get a refund and they would be out the $14.85. I tried to explain to the manager that I had no intentions of seeking a refund, but only to inform Wendy's that the app was having a particular issue that they may or may not be aware of. The manager kept telling what I was going to do and how it was going to negatively going to impact them, to where I noticeably expressed my displeasure by raising my voice. Such an unpleasant experience, I lost $35 just wasting my time. I paid for the order in the app, I never got my food. The manager walked away, and I was left standing with my cold food from my original order. It took some time for someone to answer, but eventually I spoke with someone from Wendy's, and they provided me with a case#[protected] and assured that a district manager would call and leave a message is I were not available. On 3January 2023 at 7:13 PM I called back for status and was told that someone would call me within 24 or 48 hours, and that I had to give them at least 48 hours to call me back, before calling again.