Complaints

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• Initial Complaint

  Date:05/12/2024

  Type:Product Issues
  Status:

  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 went through the drive thru and paid for my meals and they establishment said payment didn’t go through. I showed them prove my payment went through. And they refused to serve me due to being in the drive thru to receive my meals. I end up leaving without no food or refund. I still haven’t received my refund and they are giving my the run around.

  Business Response

  Date: 05/12/2024

  Good morning, Friday Carolyn came through our drive thru at 11:38 am and placed an order, ** *** *** *** **** *** ******* **** *** *** ******** the cash register said there was a communication error, and the total balance was still required. At which time they tried to use a different machine to pay, but the customer had received a notification that the money had in fact been taken. According to my staff: She was going to call her bank, and they asked if she could park to the side and come inside, in which she refused and closed her window. She proceeded to block the drive thru for 35 minutes, at which time some customers became rude with her, So I guess after she spoke to the bank, they told her it would take till Monday or Tuesday to reverse the charges, so she left.  By the time I came into the store that day there we three voice of the customer complaints in our emails, this is where I got involved and called her, we had a 30-minute conversation where we ended up joking and laughing about technology, I asked her about coming back so I could give her the money back but she said she lived 30 minutes outside of town, she said she was dealing with her bank and they were charging her $* and it would take 5 days, she told me one of my supervisors were very friendly with her and the other two were not at which time i offered her a credit for two combos of choice as an apology for the rudeness of my staff and  the charge from the bank. She said she didn't want it as she wouldn't come back again, and I told her that she could give it to a friend or family member or use it at any other Wendys restaurant and she was fine with that, I asked her to contact if the bank had any issues and she said she would contact me either way. Assuming the situation was handled for the moment I closed the complaint in our Voice of the customer. 

  Saturday afternoon she calls me again, mad that the bank has not reversed the charges yet. Which confused me as she told me it would take 5 days, she says my staff member told her it would take 24 hours. I have no clue why a staff member would say that, but that is not what her and I had discussed on the phone, and she was upset about having to deal with her bank. At which time I told her Monday our head office will receive ******* reports and I can contact them and investigate the charge myself and work on getting it reversed, and I would call her back by 11am. 

  Monday morning at 10:40 after I was done our morning week ending paperwork, I contacted *******. They opened a case # ******** they said there was an order for the total of $***** but they needed the last 4 digits of her debit card, while on the phone with ******* I tried to call her from my cell phone to get the numbers needed but she did not answer. By 10:45 we had three more voice of the customer complaints come in, while I was still on the phone with *******. In total on Monday, I tried calling her 5 to 6 times in total and emailed as well. She did not reply till Tuesday night after I had already gone home.

  Wednesday morning, I find the email with the 4 digits and a long message on how I was trying to gaslight her. I contacted ******* with the 4 numbers that she had provided, and ******* said that was not the number on the card that paid for the order. There is a string of emails to follow *** * ** *** **** *** ** ***** **** **** ***. * *** ***** *** ******** ** **** ** ***** ** * *** ** ** ****. I even tried calling ******* to see if they can reverse the charges on whatever card they have and they said that can cause a bigger issue later. * **** *** ***** ** **** ***** ** *** **** ***** *** ******** ** **** *** ***** **** ** ** ** ***** **** *** ***** 

  there is nothing more in the world that we want but to give her the money back, **** ** ** *** **** *** ***** ** *** **** *** *** *** **** ** ** **** We just want to resolve this

  thank you

  Mary

   

  Business Response

  Date: 06/12/2024

  Our head office was able to find the correct debit card numbers, we are forcing the ******* reversal back on the card number that ******s has on file which is #***** not the **** number that she provided. The money will be in her account in 7 to 10 business days.