The Wendy's Company Headquarters & Corporately Owned Locations

Here is a copy of the letter I put in the mail for [redacted] I called her today and explained the franchisee in her area does not participate in Wendy's national promotions and we have been unsuccessful in pulling advertising in that area I enclosed combo coupons with the letter

We received the original complaint by email on March 31, We reached out to the customer to determine the location of the restaurant Upon receiving the information, we sent the case out to the field and asked them to call the customer This is our usual procedure The restaurant manager called the customer very early in the morning When she tried to call the restaurant back but no one answered We resent the case to the field and ask them to make this right

Hi ***, When a customer has a complaint with a Wendy’s Franchise, we document the case in our SalesForce application Upon completion of building a case with all the specifics, the case is forwarded to multiple layers of the franchise organization The franchise reviews and resolves the issue We handled this incident in this manner I also called the customer, Luke Cranor, and left him a message to call me directlyThank you, Debbie Kingseed

Hi [redacted] ,I have contacted the District Manager over that restaurant and have requested them to reach out to you I hope by now that you have received my voice mail and I am sending you a $gift card to use as any Wendy's of your choice I am so sorry for your experience at the restaurant and our lack of service to you here at Customer Care Thank you for your feedback!

I am rejecting this response because: That was clearly not a sprout on that potatoThat was some sort of bug cooked into the potatoThe thing had legsI expect Brenda and Henry to say that as that is what they tried to tell me while I was at the storeAfter she asked me to smell itNo I don't except this response and will take further action if necessaryI have already contacted the local Attorney General's Office and the media if necessaryThere are a number of complaints against this store on the consumer affairs website, Revdex.com and ***Even Ms.D [redacted] and MsJ [redacted] expressed disappointment in the staff and the General Manager HenryTherefore I do not except the response supplied by the responding manager Regards, [redacted] ***

I called the customer and apologized about her unfortunate visit to the Newark Wendy's location in Chestnut Hill Plaza It is our typical procedure to let the management team in charge of that restaurant contact the customer and make it right I created a case and sent to the field The customer should be hearing from someone shortly If by chance, no one reaches out to her, she can call the Lead Customer Care Advocate, Debbie K***, at [redacted] , and we will assure that she receives a coupon for the replacement nuggets

We received a call from this customer on June 29, that she received an undercooked burger and had an aching stomach We sent out the case to the management team above that restaurant in Takoma Park Unfortunately, they must not have responded After receiving this complaint, I resent the case out to the management team and asked them to reach out to the customer to make it right We rely on the people out in the field to make it right for customer I left message with customer to call me back so we also address the issue in Sunrise, FL

The Customer Care Center build a case regarding this issue and sent it to the management team in charge of that restaurant We rely on the field to call the customer and offer a refund I also called the customer on June 15, after receiving the original complaint Since the customer's voice message box is not set up, I was unable to leave a message I emailed the customer and asked if someone from the field reached out to her She did not respond to my emailDebbie K [redacted] Wendy's Customer Care Advocate

I will talk to the insurance company, but I will not be told by you Drew and they, " I'm not going to argue with you," when I told you that one can in fact get sick in an earlier time frame than you told meThat is bad customer care and the way you can talk to your child, but not a grown adult! That being said, I will contact the insurance company and get compensated for this disaster Regards, [redacted]

When a customer has a complaint with a Wendy’s Franchise, we document the case in our SalesForce application Upon completion of building a case with all the specifics, the case is forwarded to multiple layers of the franchise organization The franchise reviews and resolves the issue We handled this incident in this mannerMrs [redacted] spoke with one of our advocates on May 11, 2017, and we created a case and sent to the field It appears no one reached out to her so I resent the case and asked someone to contact her Thank you,

Customer Care has followed up with the restaurant concerning the case. The managers shared that they investigated the incident and did determine the potato had what is know as a sprout. The managers stated that they have refunded the customers money. From mid-winter through the summer months,... Wendy's receives occasional complaints from customer who have received baked potatoes with unsightly sprouts. These sprouts are often mistakenly perceived by customers as being insects or spiders. Wendy's is working diligently with every potato supplier to reduce the number of sprouts that can grow inside our foil wrapped potato.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Hi ***, I have forwarded your case to the district manager in charge of that restaurant and he/she will contact you shortly regarding your refund I am also sending you two combo coupons with my apologies for our late response in handling this unfortunate incidentThank you, Debbie
K***Customer Care Advocate

Reaching out to the customer via Wendy's platform

still not contacted

Customer's concerns were sent to the operations team that oversees this location for rectificationAccording to the restaurant, they made contact with the customer to make it right

THIS COMPLAINT IS NOT IN RESPONSE TO YOU NOT RESPONDING TO MY FIRST COMPLAINT, IT WAS THE STORE NOT RESPONDING TO MY COMPLAINT AND THE WAY THAT I WAS BASICALLY CALLED A LIAR BY DREW H*** IN YOUR MANAGEMENT TEAMHE TOLD ME THAT IT IS NOT POSSIBEL THAT SHE GOT SICK IN THAT SHORT AMOUNT OF TIME, WHICH IS COMPLETELY AND INACCURATE! I UNDERSTAND YOUR COMPANY PROTECTING THEMSELVES, BUT THIS IS AN OUTRIGHT SLAP TO THE FACEAND ON TOP OF THAT, YOU OFFER THE SAME TAINTED FOOD THAT SHE GOT SICK ONIF YOU WANT HAPPY CUSTOMERS YOU NEED TO TRY HARDERI DON'T WANT ANY CALLS FROM DREW H***ON AGAIN, I AM NOT INTERESTED IN SPEAKING WITH HIM, ANYONE ELSE IS FREE TO GIVE ME A CALL
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

When a customer has a complaint with a Wendy’s Franchise, we document the case in our SalesForce application Upon completion of building a case with all the specifics, the case is forwarded to multiple layers of the franchise organization The franchise reviews and resolves the issue
We handled this incident in this manner. Mrs*** spoke with one of our advocates on May 11, 2017, and we created a case and sent to the field It appears no one reached out to her so I resent the case and asked someone to contact her Thank you,

Customer's complaint was documented and sent to the Franchise Operation's TeamThey will be contacting the customer to rectify the situation

Dispute Resolution The Customer Care Center contacted the customer, *** *** on July 26, 2017, and she indicated that the General Manager of the Wendy’s restaurant contacted her and offered to replace her meal She said that she was satisfied with the resolution We are also
sending her a $Wendy’s Gift Card to use at any Wendy’s restaurant Thank you,