After waiting 30 minutes for his order on a recent Saturday, Matthew Rose contacted Wendy’s customer service to complain. It’s supposed to be fast food after all.
A few days later, Rose had another bad experience at Wendy’s in Wareham, so he emailed the head office.
On Monday he received an apology. All sorts.
In an email, the chain’s district manager, Keith Edward Helger, blamed a limited ‘talent pool’ of employees for poor service, adding that many job seekers are ‘recovery addicts’ .
“This is no excuse, but the city of Wareham has little or no talent pool to recruit,” Helger wrote. “We are constantly interviewing and hiring all qualified candidates. Unfortunately, these candidates are hard to find, as most of them are recovering addicts, and we cannot hire them. “
Helger could not be reached for comment. Rose provided the email to The Globe and posted it on a Wareham community Facebook page.
Rose, who has lived in Wareham for 20 years, said she was offended by the comments.
“Unless I know the store has changed for the better, I won’t be visiting it again,” he said.
In a statement, Wendy’s said “these comments are inconsistent with our company values and do not reflect Wendy’s hiring practices.”
“We are working hard to create a welcoming and inclusive environment in our restaurants, and we will address this appropriately,” the company said.
In 2018, Helger was ordered to appear before the Wareham Board of Health to deal with multiple complaints “regarding the cleanliness of the facility,” according to the meeting minutes.
“Helger said it is difficult to get help in the food chain,” the minutes read.