Square burgers, Frosty desserts and quick service endlessly Wendy’s! However, a few recent results, leadership remarks and customer research indicate that the drive-thru probably isn’t as reliable as it once was. Before veering into the lane, here are 10 fact-based reasons why some diners are second-guessing themselves.
Sales have dropped sharply
U.S. same-restaurant sales declined 7% year over year in Q2 26, and systemwide sales in the U.S. decreased 8.2%. Global system-wide sales dropped 6.5% and the company dropped its full-year forecasts. According to the firm, there is a decreasing number of customers coming into the stores.
The value proposition has weakened
Wright noted value has decayed and that franchise economics are being tested. He also has described the Biggie value platform as becoming more complicated as well as not being as enticing.
Drive-thru execution is inconsistent
One problem point that Wright cited was “inconsistent drive-thrus. He identified some areas that require improvements, such as staffing, training, tools and performance standards during peak hours.
Order accuracy has lagged behind rivals
Wendy’s correctly completed just 79% of its drive-thru orders correctly in Intouch Insight’s 2022 drive-thru study, the lowest of the brands studied. The study dates back a couple of years and take its findings with a grain of salt.
Wait times have grown
Wendy’s average drive-thru service time in 2022 was 4 minutes and 35 seconds, which is approximately 20 percent more than what it was in 2019, according to the same study. With speed being a priority, that “gap” is significant.
Quality has slipped
According to a statement from new on the Q2 2026 earnings call, customers are no longer willing to pay for the same level of quality as they were previously and Wendy’s has not consistently lived up to their expectations.
AI ordering has frustrated some customers
Wendy’s is testing the new voice-ordering system, FreshAI, in drive-thrus. It was reported in 2025 that it intended to open another 400 stores, but people were already complaining about the locations at which it already had stores.
Custom orders can get lost
Others said they were cut-off while ordering what they wanted again and even had difficulties getting rid of some things like pickles. There are mixed experiences and some customers note that it runs well.
Hundreds of restaurants were slated to close
Wendy’s is scheduled to close about 298 to 358 units in the first half of 2026 (5% to 6%), with 28 closures in the fourth quarter of 2025. Underperforming restaurants would be closed, the company said.
Breakfast has become a drag on sales
Breakfast accounted for approximately 5% to 5.5% of sales and contributed approximately 120 basis points of decline to second quarter comparable sales. It is still sold at most places, but a few vendors were granted a reprieve.
