Attitude of Manager
My husband went up to Arby's to pick up food for us late one evening (about 9p.m). He was going to get food from the "pick 5 for $5.95" offer, but when he arrived he was told that offer was no longer running. So he grabbed the cell phone and called me to ask what I wanted (and being the courteous man that he is, he pulled out of the drive through and back around while he called me so that nobody had to wait behind him). I told him what I wanted and listened on the phone as he placed the order for a super roast beef, a roast beef sub, and 2 orders of fries. Knowing that they are typically slow, he talked to me after having ordered and I expressed my concern that the order may not be accurate since I did not hear them repeat it back to him.
So when he was handed the back he quickly glanced in and saw that instead of a roast beef sub he had been given a turkey sub. He got the attention of the young lady in the drive-through and told her that he had been given the wrong sandwich. She proceeded to argue with him that he ordered a turkey sub and that is what he was given so there was nothing she could do about it. He asked for a manager, and was told that he would have to come inside to talk to the manager. He parked and went in. The manager then argued that she had heard the order and that she knew he ordered a turkey sub. So my husband being very mild mannered took the food and came on home. Well I was very upset, and seeing as it neither of us will eat turkey I decided to call up there and let them know I would be bringing the food back in for a refund. They answered the phone and I asked for the manager. She got on the phone and I made sure to get her name, then began to explain the problem to her. I said to her "my husband was in and was given the wrong food, we would "...and was interrupted by her saying "oh, let me guess, the d**n turkey sub!". She had a nasty attitude and came across like she was looking for a fight. I then said "yes, the turkey sub, as a matter of fact.
We are bringing the food back for a refund." To that she replied, "He DID order the turkey, I heard him. I do not know what lies he is there telling you, but he was up here cussing and throwing that food all over and I told him to get his a** out of my store." I was speechless for a moment because in 3 years of being together, I have never seen him throw things and have a tantrum like she was describing. Trying to remain calm I repeated the request for a refund to which she said, " I am sick of you people trying to rip us off. He got what he ordered and that is that." Now I have no idea what people she was referring to, but I am certain that I do not make a practice of ripping anybody off, in fact we had not been to that Arby's for more than a year because of the problems we had with them before (inaccurate orders).
I tried to explain this to her by saying, "I am not sure what you are saying. We have not been to that restaurant for at least a year because there was a history of service problems and we were tired of the hassles." She said to me, "well, I am not the only f***ing person that works here. Bring the s**t in and you will get your money back!" and slammed the phone down. We did get our money back and will not return.