The Case

August 18, 2001
Wendy’s Customer Service
Wendy’s International, Inc.
4288 W. Dublin-Granville Rd.
Dublin, OH 43017

To Whom It May Concern:

I wish to notify you regarding an unsatisfactory experience I had at your
West Boylston Street, Worcester, MA location this past week.

A colleague and I dropped by the pick-up window at this location shortly
before midnight on Wednesday, August 15. We ordered a chicken breast
sandwich value meal along with a medium Frosty. Rather than having an
enjoyable experience, as I’ve come to expect from Wendy’s, we dealt with
the following:

· We were not told until we made it to the pick-up window to pay that
they were out of Frostys.
· The two fountain drinks which we ordered -- a Sprite with the value
meal and a Coke to substitute for the Frosty -- were sub-par. There was an
excess of seltzer water in the mixture which resulted in a very lousy taste.
· The food items were barely lukewarm and unappetizing.

It would seem to me that, if your restaurants are going to promote
remaining open late, the food and service should be of comparable quality
as it is during regular business hours. In this case, with the quality
being so pitiful in comparison to what I would normally expect from
Wendy’s, it is hardly worth you keeping the restaurant open at all.

I would appreciate you researching this matter to insure that other
customers are not left as unsatisfied as we were after this late night
visit. Thank you for your attention to this matter.

Sincerely,
Michael W.

We will publish any response Wendy's International as soon as we receive one... Editor's Note: In the summer of 1998, I received a bout of salmonella from an undercooked hamburger from another Worcester-area Wendy's Restaurant. The proper documentation was filed with the Massachusetts Department of Public Health.