Wendy’s is guaranteeing the quality of its new fries

The burger chain, which recently reformulated its french fries, will now replace the fries if they don’t arrive “hot and crispy.”
Wendy's fries
Photo courtesy of Wendy's

Wendy’s is putting its money where its mouth is, at least when it comes to its new fries.

The Dublin, Ohio-based burger chain said that it would guarantee the quality of its newly reformulated “Hot and Crispy Fries,” saying that it will replace the fries “no questions asked” if customers are not satisfied with the hotness or crispiness of the product.

“We know customers deserve better than the cold, soggy fries they’ve been receiving at competitors,” Carl Loredo, Wendy’s U.S. chief marketing officer, said in a statement. “This guarantee is an expression of the trust we’ve built with our customers, assuring a high-quality craveable experience every time.”

Wendy’s reinvented its fries this year, boasting that the product will maintain its crispiness for longer than its previous version. The new formulation was done in part because more of the chain’s sales are coming through third-party delivery and other ordering mechanisms that take longer for products to get into customers’ hands.

Fries in particular have been a concern for fast-food chains because most of them don’t have a long shelf life.

As it advertises the product, Wendy’s is taking a page out of Domino’s playbook. The company has in recent years guaranteed the quality of its carryout pizzas—replacing them if customers slipped on the sidewalk or dropped them on the way home—as well as the speed of its carside service.

The burger chain is also using its fries to get more customers onto its mobile app. Wendy’s is giving away a free small Frosty this month for every order of fries made on the app. That comes as the chain is giving away other products with purchases of a medium fry every Friday, or “Fry-day.” That includes a Junior Bacon Cheeseburger this Friday, 10-piece chicken nuggets on Oct. 22 or Classic Chicken Sandwich on Oct. 29.

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