Misled by Wimpy Staff About eBucks Voucher – Complaint Remains Unresolved Since July 2026

I am extremely disappointed with Wimpy's handling of a customer complaint that I initially raised in July 2026 and which remains unresolved approximately three months later.

On 9 July 2026, I visited a Wimpy restaurant intending to use my eBucks voucher to purchase a meal. Before ordering, I specifically informed the waiter that I would be paying with an eBucks voucher and asked her to identify the meals that qualified for the benefit.

After discussing the available options, the waiter recommended and confirmed the Mixed Grill meal. As I do not eat pork, I asked whether the bacon could be substituted with another item. The waiter checked and subsequently informed me that substitutions were not permitted because I was using an eBucks voucher.

This response reinforced my understanding that the staff knew I intended to use the voucher and that the selected meal qualified.

However, after my order had been placed, another staff member attempted to process the voucher and informed me that it was not working. I was then asked whether I still wanted the meal. Having already placed the order, I proceeded and paid for it myself.

I subsequently contacted eBucks, which confirmed that the Mixed Grill was never part of the qualifying Wimpy Benefit menu. This means that Wimpy staff had incorrectly guided me into selecting a meal that was not eligible for the voucher, despite my explicitly asking them to identify qualifying meals before ordering.

My complaint is therefore not about the terms and conditions of the eBucks benefit. It concerns the incorrect information provided by Wimpy staff, which directly influenced my purchasing decision.

What makes this experience particularly disappointing is how Wimpy handled my complaint afterwards.

Despite submitting a detailed explanation of the incident in July, the only response I received from Wimpy Customer Care was a generic request for information, including my name, the restaurant visited, order details, date and time, and a detailed description of the complaint. I had already explained the circumstances of the incident in my original correspondence.

Approximately three months later, I have received no meaningful feedback, explanation, acknowledgement of the staff's error, or proposed resolution.

I find this level of customer service unacceptable, particularly from an established restaurant brand such as Wimpy.

I would like Wimpy to:

-Explain why my complaint has not received a substantive response since July.

-Provide an appropriate remedy for the inconvenience and additional expense resulting from the incorrect information.

-Explain what measures will be implemented to ensure that such inconveniences are prevented in future.

Customers should be able to rely on information provided by restaurant staff, especially when they explicitly seek clarification before making a purchase.

I hope that raising this matter publicly will finally prompt Wimpy to take responsibility and provide a satisfactory resolution.