Wendy’s

On 06/19/21 between 7:00-7:15pm, we went through the drive-thru at the location on 135 Palm Bay Road, West Melbourne, FL. We ordered a bourbon bacon double burger meal and a baconator meal. We paid, got the food and drove home. When we sat down to eat, we found the bourbon burger was missing. We reviewed the receipt to ensure it was or was not charged, we found it was indeed on the receipt.

We called, asked for manager on duty, only to be hung up on (whether accidental or not). We called back, asked for manager again, got this man by the name of "Israel". We were apologized to and I made the drive back to the store to pick up the missing. No big deal (yet), everyone makes mistakes.

Picked up the burger, even ordered another order of the pub fries. I drive back home. Open the burger, only to find out it was just a regular cheeseburger. They screwed up AGAIN. Now we are upset.

Called the store again and asked to speak with Israel again. We tell him they gave us the wrong item. Being upset, ONE f-bomb was dropped. His demeanor took an 180° turn, were told to "stop cursing", it would be replaced, he'd refund us the money and he'd make it himself to ensure it was right. I get in my car for the now 2nd drive back to the restaurant.

I get there with the wrong burger in hand, show it to him and ask him "does this look like a bourbon bacon burger to you?". He immediately cops an attitude, saying I didn't have to come in "yelling at him" (mind you, I was nowhere near yelling). Not ONCE did the words "I apologize for the mix up" or "I'm sorry your order was screwed up twice and had to drive back here again" ever leave his mouth. Without a word to me, he walks away from me and has SOMEONE ELSE make the burger, going back on his word that he would do it himself to make sure it was right. Now it is about the principle of the whole thing and the obvious lack of customer service by this manager.

I tell him I will probably never visit this location again because of this experience and his response was an immediate "you don't have to!". He is fueling the fire at this point. I tell him I will place a corporate complaint against him and his team for their incompetency, he snaps back "you can do that too!". I finally get the burger, I open it to make sure myself that this time it is right, alas the third time was the charm and I leave this location.

I got home and told my husband about the ordeal. Now he is very upset, calling back the store to ask Israel why the attitude when it was his team that screwed up our order twice. I did not hear what was said, only saw that my husband was hung up on. He called back to ask again, why the attitude and why he would rudely hang up the phone. Israel's response? He hung up on us again. Now it is about the principle of the whole thing. We call back a third time, Israel has the audacity to say that we are "harassing him" and hangs up on us for the THIRD TIME.

So... corporate complaint it is. We obtained the phone number for the district manager of the area and left a detailed message regarding the incident. Also placed the complaint on Wendy's Facebook page, only to find out it was quickly deleted mere hours later. Some customer oriented company, isn't it?

What should've been a simple take-out dinner, ended up being an hour and a half long ordeal and didn't get to sit down to eat until 9pm. I will never again go back to this location and I am pondering if I'll ever go back to a Wendy's anywhere.

This "manager" Israel has no business managing or leading a team and based on his attitude last night, it is no wonder his team is full of incompetent people who cannot do the job and seriously lack the customer service skills to be in this line of work.