Wendy’s

Today I waited for 15 minutes in the long drive-through line at Wendys #[protected] located at 14565 W 64th Ave, Arvada, CO. When I arrived at the window (only one was open instead of the normal two during the busy lunch hour), I extended my iPhone with the Wendys application displaying the QR scan code to the employee at the window. She ignored it and asked me for my credit card. I assumed she would get to the scan soon thereafter so I gave her my card. When another employee opened the window to hand me my bag, I asked "What about getting the scan for credit to my account?". She told me I should have had it scanned first and now it's too late. I informed her that it was the first thing I offered to the other employee and that she had ignored it. I was told there was nothing they could do.

A few days earlier, at the same Wendys, I did a mobile order (S.B. Mobile) and was shorted a Wendys Single hamburger at the drive-thru. I had to park, go back in, wait in a long line to get to the counter and get the missing item.

Clearly, this franchise is struggling to get the quality and quantity of trained workers it needs to provide basic customer service (the exception is Mary Francis - who is competent and always a joy to interact with). This Wendys regularly closes the dining room, locking the doors mid-day due to a shortage of employees, according to the sign on the door.

If this is a recruitment issue, it must be due to non-competitive wages. It can't be due to decreased revenue, IMO. The long lines of folks still willing to pay the significantly raised prices and accept the downsized beverage and non-premium sandwich sizes betrays that canard. This franchise's issues should not become the customer's issues.