Short story
Manager (elder asian man) and the cashiers didn't know how to process the MobilePay order until the supervisor came in to take my order. This was second time I visited with the same situation, same Manager different supervisor.
Fun Fact: Wendy's MobilePay came out in 2014.
MobilePay (Add digital/physical Wendy's Gift Card to App)
Long story
First visit was in April 2018, In the early afternoon I try to buy Dave Single via MobilePay, but the elder asian cashier and the other cashier didn't know how to process my order. (I have no idea if he was a manager then.) There was female supervisor close enough for him to call her over to helped him out. My order was processed via MobilePay. This wasn't a big deal, I was hoping the supervisor would teach them so it won't happen the next time.
2nd visit End of Sept 2018,
There was 2 coupon offers on the app I wanted.
1. One time only you get free half size salad of your choice with any purchase.
2.Everyday of the month Sept 2018, you get free Dave's Single with any purchase.
At Wendy's afternoon 1:30pm. The cashier was the same elder asian man from April. He was nice to me at first. I wanted the limited time Southwest chicken salad and Frosty Jr choco via MobilePay. He tried 3 times entering the 6 digit code and even show me he was getting error in the machine. The machine say exceeding amount, but I have enough on MobilePay to cover the cost. I told him 2 times to override the system, because that's what you do when you get these kinds of errors. The manager was telling me his shift was almost over and to hurry up. He then say their restaurant location don't do MobilePay. In that moment I know he full of it and sprouting lie. He said I was being difficult and that I was getting a good deal and just pay cash. So i pay cash unwilling.
Sept is nearly over, I want to get in on the free Dave's Single at least once, I order Frosty Jr vanilla. I wanted him to tried the MobilePay again for this 2nd order, but still not going through. When I tried to tell him about the first visit incident in April but he kept talking over me. I told him I wanted to speak with the manager, and he said he was the manager. Obviously i didn't mean him I meant another person in charge. He called one of the worker in the back, I think she takes orders via drive-thru. She didn't know how to process my order via MobilePay too. I notice some workers staring at me because of the situation. It already seems clear to me that no one there knew how to process via MobilePay. Then I see the manager's superior walking in from the inside. He was told by the manager of the issue and the supervisor processed my order via MobilePay with no issue. It left the manager SPEECHLESS. I told the supervisor that he needed to teach the manager how to operate the MobilePay payment. The manager left without apologizing to me. The supervisor was the only one who apologize and tells me there's was 'No problem' repeatedly. Few mins later I even asked the supervisor if he could refund me the first order and to charge me via MobilePay. (Sure it might seem like a hassle but when you have a Wendy's gift card, you use that first right! I didn't say it out loud). At first he told me the order was already completed and ask me why, i told him because the manager suggested that I pay via cash. The supervisor didn't seemed to budge but gave in right away and got my refund money and charged me via MobilePay.
On a side note, the young cashier offer me croutons for the salad. At first i didn't know because i was still iff because of what went down with the manager. The young cashier shows me the croutons and I happy accepted.
Final Thoughts
1 star for manager because he learn nothing from April and Sept.
4 star for supervisor, Marking 1 star cuz he fail to teach the employees MobilePay issue.
Overall Total 2.5 Stars, in the end i got what i wanted,with bad service. An apology from Supervisor. IMO, the manager should be the one apologizing.
PS. Why is the Elderly Asian man a manager when he doesn't know how to process MobilePay? I don't want anyone fired over this, I want all cashiers to learn how to process via MobilePay. So the next visit would go smooth without the same issues within every visit.
Most people would never come back or leave negative feedback, but no, I am different, I recommend this location only if you use the Wendy's app to check the coupon offers and getting a Wendy's gift card and adding to the app to pay via MobilePay. I want more customers to do this because it seems like i'm the only one uses MobilePay or else they would've learned by now, but they didn't. Take your order via MobilePay. read more