Restaurants
Wendy’sThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Wendy’s's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/25/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Wendys located at **************************************************************************************************** Wendys location number: ******** Attached to this BBB complaint is a copy of the Wendys sales receipt. $ ***** Dollars Me and my dad went through the Wendys Drive - Thu to buy some food and drinks, and in the ***************** chicken sandwich there was a hair that looked like a pubic hair. This is unacceptable. To say the least I am unsatisfied, and would like to please have a refund that was paid of $ ***** Dollars Please write me a check and mail it to my address. I do not want a gift card. I want a check for the total amount that was paid $ ***** Dollars We go to this ******* all the time. This is the first time we had a problem this bad. Someone from corporate should oversee this ******* location.Thank youBusiness Response
Date: 07/27/2025
Carolina Restaurant Group, Inc. **************** in *********, *** Address: ******************************************
We do not operate any restaurants in *********
Thank you,
****** ******
Human Resources and
Risk Management Director
Carolina Restaurant Group, Inc./Wendys
******************************************
Cell: ************
********************************************Initial Complaint
Date:07/25/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Over a well ago, on july 17th around 10:20 PM. I went to the wendys ********************************************************************************************************* location and ordered through the mobile app twice and there systems were down and the order didnt go through they could only use cash!! But they had no problem taking my money from the app when i never got my food from it while claiming its supposed to be re funded when i backed out of the order, I need the money back immediately its only *****. I have screenshots and dasher support can also see that there is a pending charge in my account from ******************** for a week and told me i must wait on wendys . I want a full refund. I ordered with the same email.Business Response
Date: 07/27/2025
I will send a check refund to the customer. The check will be mailed on Friday, August 1st. Our accounting is outsourced and they mail checks on Friday.Thank you,
****** ******
Human Resources and
Risk Management Director
Carolina Restaurant Group, Inc./Wendys
******************************************
Cell: ************
********************************************Customer Answer
Date: 07/30/2025
Better Business Bureau:
The issue has been resolved, no need for a check to be written.
Thank you.Initial Complaint
Date:07/21/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i visited wendys drive through today and ordered a 6 piece nuggett and a medium coke my total was 8.00 and some change when i left i realized they charged me ***** cents i went back spoke with manager ***** he somehow thought it was funny and said come back tomorrow morning it was nothing he can do the cashier that ring me up was ***** i ask him for the receipt he went and printed a receipt out for ***** which had a different card number on it but when i ask for the receipt for my order he says oh it was a mistake he didnt ring it up and its nothing i can do ! this wendys is frauding customers by over charging and im sure they are pocketing the money because this manager was so non chalant and he thought it was cool to laugh in my face after stealing my moneyBusiness Response
Date: 07/28/2025
I will contact customer and reimburse for order.
Thank you,
****** ******
Human Resources and
Risk Management Director
Carolina Restaurant Group, Inc./Wendys
******************************************
Cell: ************
********************************************Initial Complaint
Date:07/06/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
May 8 there was a big storm as I passed through the area of ********* north Carolina. They didn't secure a huge piece of metal awning and it comes down mashing on to my car hood and roof. Guy jumps back and says let us know and we'll take care of it. The next day I send pictures and am assured they will pass it up the chain. Absolutely zero follow through. I had to repeatedly contact them and nothing happened until I called corporate *** the area manager was nice at 1st but now appears to be ok with pieces of their building doing damage to customers cars.She passed the buck to intrepid insurance and ****** ****** with corporate. Intrepid is a shill for wendys Their insurer said he spoke to wendys and was confident that wendys was not negligent. I asked 3 simple questions because I have pictures of the awning I asked where the metal came from. What its position was on the building and how it was secured. Even though he got pictures from me and recorded my conversations. He won't tell me (or he doesn't know) these very basic questions that would be relevant to determine negligence.I asked both *** and ****** ****** for the information and they won't provide So apparently wendys only has negligence insurance and not liability? Im pretty sure even if you screen employees well and are not negligent...that if one of them gets in a fight with a company wendys would be liable. Apparently they want me to pull teeth even though I got them a very favorable estimate for the damages.Wendys believes they have no liability for a customer who's car was damaged at their drive through because their insurance only covers negligence? Very odd I will be very happy if anyone attorney would like to contact me to hold them accountable **************** or ************ This wendys and the ******* family of restaurants that owns them is an embarrassment to the founder. 1 star is far to generous.Business Response
Date: 07/06/2025
The customer states this is: ******* Family Restaurant Group and he has been in contact with them and their insurance due to auto damage.
********************** **********, Oh 45662
Email: *****************************************************************
Phone: ************
Fax: ************This complaint was sent to: Carolina Restaurant Group, Inc., with corporate office located in ***************************************
Please remove this complaint for Carolina Restaurant Group, if you have questions, please contact ****** ******, *************** Director; *************************** ************
Thank you, ****** ******
Initial Complaint
Date:06/23/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed a mobile order on 6/1/25. My entire order was wrong. I returned everything except the 2 drinks to the store & was unapologetically told they cant do anything since it was a mobile order. I contacted customer service on 6/2/25 requesting a refund. They offered a credit. I declined and requested a refund instead. The issue was escalated & I was given a case #. I then received an email on 6/6/25 asking for the order info (that was already provided in the phone call). I replied with the requested info. Thats the last I have heard from Wendys. I have emailed 2 more times and have called again. I was even given a new case #. Today marks 3 weeks. I called today and was disconnected 2 separate times after holding for nearly an hour. I requested to speak to a supervisor and was denied. I have been told they will contact me TODAY but since Ive been waiting 3 weeks Im assuming that wont happen. I need my $ refunded immediately.Business Response
Date: 06/24/2025
****** ******
Human Resources and
Risk Management Director
******************************************
M: ************
********************************************Carolina Restaurant Group, Inc. does not operate the ******* in ********, ***
Initial Complaint
Date:03/24/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 24, 2025 I made an order on Wendys app for delivery. The restaurant gave my order to someone else and rather than remake it they opted to cancel my order and told me I needed to contact customer service for a refund. I contacted customer service and they told me they processed a refund and I would have it within 12 days. As of March 24 I have yet to receive either my food or my money back. This is multiple times now I have had issues ordering for delivery on their app and I would really like my refund.Business Response
Date: 04/06/2025
Ms. *************** have received your comments concerning your visit to the Wendys in **************************************** My apologies for any customer service or order issues you encountered.
I also apologize you did not receive your order. I would either like to send you a check for $ *****, or a Wendys gift card in the amount of $25.00, for use at any Wendys in ***************** and the amount will not expire until all the funds have been depleted. I tried the phone number I was sent, ************, but the message stated, unknown number. I have your name and address, ********************************************************* Please let me know so that I may handle your request accordingly. If you would like to discuss your visit further, please call me, Monday through Friday, 9AM until 6PM, to discuss your visit. My contact information is listed below.
We appreciate you being a ******* customer,
Thank you,
****** ******
Human Resources and
Risk Management Director
***********************************************;
M: ************
********************************************Initial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint with the Franchisee of the ******* location in *********************** #****. This issue happened at ******* in *****************, Store Number ****. I made a mobile order to be picked up as a mobile carryout order on 11/20/24 at 7:36pm. I arrived to the location at 7:47pm, dining room is closed, lights off, and door locked. Dining room hours stated on door is to be opened until 10pm. Drive thru appeared to be open, drove to the drive thru line, once up the the speaker, I explained I had a mobile order to pick up, they said to drive to 2nd window. Associate explained that the items I ordered are not available, that they turn off the Frosty machine and cleaned it over 2 hours ago. I asked why they would do that with the marketing promotions on media stations and TV, maybe someone would want to purchased one of these items after 5:45pm. When asked how to get my refund, the managerial associate became very rude and belligerent, she told me we don't refund your money, you got to go through the app. Their associate noted on ******** social media, "you are just mad because we took your money". The associate admitted on social media that they took my money. The managerial associate, threw a bag of fries into my car and told me to leave. I tried to contact the store the next day, but no answer. I finally filed a complaint with their corporate website, but no reply, As of 11/25/24, I do not have my refund. I have contacted my bank to put a fraud hold on the transaction. The manager told me all refunds for app orders had to go through the app, which is a lie. I just want me $7.90 back. I went to a ******* the same night in another location, ordered fine. Asked the manager at the other ******* about getting refund for items ordered on app. They said it is just like a regular refund, you just refund it to the customers card they paid with. Now I have paid twice for my order, had to drive 20 miles extra to get it and still out $7.90.Business Response
Date: 11/26/2024
I will be refunding the customer's funds to him.
Thank you, ****** Carter
Initial Complaint
Date:11/19/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Nov 19. 2024 at approximately 5:50pm est I went to Wendys on ********************************************. Im in the drive through waiting to get my food and I see a heavy set African American lady on the phone way before I get to the window that have gold dreadlocks and a red shirt that appeared to possibly be the manager, but not sure. I'm at the first ******** she drops my money accidentally at the window and forgot to give me my receipt. I go to the second window to get my food the lady with the red shirt/gold dreadlocks is still on the phone. She was about to give me a drink that I didn't order. I told her it wasn't mine. She then grabs my bag. I ordered a large fry and deluxe burger. I eat my fries mayonnaise and don't care for ketchup much. I wanted more mayonnaise then the 1 she gave for my fries and sandwich. I then have to blow the horn because she still on the phone and walked off quickly. She has no customer service skills at all. She comes back and I politely ask for more mayonnaise. This lady is still on the phone looked at me a directly in my eye in an uneasy manner and gave me 1 packet where I had this whole meal making it 2 packets. I was so hungry and upset I ate a little bit of my fries and tossed the remainder. Didn't want them at all. That girl in particular needs to be retrained in customer service.if you all can view the cameras around this time you will most certainly see that my story is very much accurate. I want a refund or free meal or something. i had a long day, wanted my food but didn't enjoy just because of the employees customer service.Business Response
Date: 12/02/2024
Carolina Restaurant Group, Inc./dba ******* does not own or operate the ******* located at ******************************************** The only ******* we own is located at ************************************************************************************* We do not know who operates the ******* in question.
Thank you,
****** ******
Human Resources and
Risk Management Director
******************************************
M: ************
********************************************Customer Answer
Date: 12/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
Date:06/13/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint with the Franchisee of the location I had an issue with. This issue happened at *****'s ***************************************************************************. I made a mobile order on 6/8/24 around 6:45 am and arrived to the location around 7 am. Walking up to the door, it was locked. I saw two *****'s employees come up to me and they advised their manager was a no show and I could not get my order because the store was locked. When asked how to get my refund, they told me to call back. I called back all day but no answer. I finally filed a complaint with *****'s corporate, but it has not gone anywhere, they told me they had to contact the store to process my refund and they would reach out to me. As of 6/13/24, I do not have my refund. I did get in touch with the store today and the manager told me all refunds for app orders had to go through the app, which is a lie. I just want me $11.63 back.Business Response
Date: 06/13/2024
Contacted customer and apologized. Refunding both transactions on his credit card.
Manager on Duty, follow up and action on rudeness and behavior to customer.
Customer Answer
Date: 06/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
Date:04/04/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I ordered our meals on the Wendys app 3/31/2024 on (Easter). I ordered a Big bacon classic combo and a potato on my app with order #*********. My husband ordered a Big Bacon classic combo on his app, I do not have his order# because he deleted the app. At arrival we noticed every customer in front of us had an issue. When we got to the register, they didnt have potatoes so they were going to refund the cost of the potato. Out of nowhere they found a potato. They gave us our food. We sat down at a table. After taking a few bites I noticed we didnt have bacon on our burger. My husband didnt bite his burger at all. Looks like they gave us a cheeseburger or something. My husband took the burgers back to the register to tell them they gave us the wrong burger. Instead of them giving us the right burger they took the burgers back over the counter and slapped 1 piece of bacon on my husbands burger and a half piece of bacon on mine. We are insulted at this point, so we asked for a refund. The manager refused to give us a refund. We were told that we had to call corporate to get a refund. I feel so disrespected and robbed because they were going to refund us for the potato in the beginning. I have never been treated this way at a Wendys. All we wanted was compensation for the mistake and all we got was lies and attitude. This happened at Store****************************************************************************Business Response
Date: 04/25/2024
I have left 2 messages for the customer to contact me in order for me to refund her money. She can still contact me and I will refund her money.
Please contact: *************************, *************** Director, Carolina Restaurant Group, Inc./*****'s, at ************. The number is my cell number.
Thank you,
*************************
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