So after my previous review I emailed the corporate office at Wendy's with my complaints, as I have visited this location numerous times over the past year and have received bad service. I was told I would receive a response within three days but saw nothing. Emailed again five days later and received the response below:
"Hi Mr.Travis my name is *removed* District Manager for this Wendy's location at Campo Rd. I'm very sorry to hear about your last visit wasn't good at all , I did email you the same day but my email was rejected . I ready have a talk to the management team at this location , I will going to do some changes at this location , you will see the difference in the service just give another chance, Also I talk to the manager in charge of the food order is unacceptable to be out of any product. Again I'm very sorry, I don't want to loose you as customers please send me your mailing address for me to send you some coupons to use in your return ."
A nice response, and my reply is posted below as well:
"Hi,
Thank you for the response, I appreciate it.
I would like to return to your store at Campo Rd at some point and look forward to seeing what improvements have been made to the customer service experience. I myself work in customer service with a very strong company in San Diego, so I do tend to notice when the customer service experience falls short. Little things can often make a huge difference. Just asking someone if they would like any ketchup with their meal before they go, rather than handing them the meal and saying "here you go," can go a long way. Also, I would suggest handing the customers the straw along with the soda, instead of packing it in with the meal, so that people can sip on their sodas while they wait for their meal.
Thank you for the offer of coupons, but I would rather not give out my mailing address. Have a great rest of your week!"
That said, here's a play-by-play of my latest trip to Wendy's and my first since my review (about three weeks have elapsed):
Stopped by the drive through and ordered a number 8 Asiago chicken sandwich meal. The person taking the order did not ask if I would like it spicy or regular or what size I would like, so after pausing for a few moments I chimed in and ordered the spicy and make it a large. She said okay I'll change it to a large but on the screen it popped up as medium. I asked into the monitor, "Hey, you had that down as a large, right?" She asked me to hold on a moment and that she'd be right back. I waited a minute or two and then the line began to move so I pulled forward. At the window I asked again if it was a large and she said, "did you order a large or medium?" I said large and she adjusted the price and handed me my large soda. I waited to see if they would give me a straw and they did not. Then she handed me my food and said thank you. Again, no offer of condiments. I had to hold out the bag again and ask for some ranch (thankfully this time they had some). When I got home, realized the fries were a medium size.
They may have piss poor service, but at least they are consistent. read more