PLANO, TEXAS -- Manager took my order. When I got to the window, I wasn't sure if there was another window that I needed to go to since he took my credit card then handed it back to me and shut his window without words. He finally came back with my food. I checked my order, looked for my receipt, and handed my kids their beef sandwich. When I brought to the attention of the manager that I did not receive my receipt, he rolled his neck and said he gave me my receipt. He stated that he hands receipts back with credit cards. I said, "No, I am sorry, but it is not in here."
I checked with my credit card that I set in the compartment near my driver seat. I checked under the last beef sandwich that was in the bag. He said, "Mam. I know what I am doing and I always give the receipt. I put it in the bag." OK - He just said he gave it to me with my credit card. Now, he states he always puts it in the bag.
He said, "If you are just saying you didn't get a receipt to get a free combo, then I will give you this card (as he held on to it very tightly waving it in my face), but I am sure I gave you the receipt." I said, "Sir, I really don't need free food, but if your protocol is to give a receipt and you don't give me one, then it is your policy that we alert the manager and a free meal is honored at the next visit."
As he accused me of "just wanting free food", I tossed the bag back up onto the window ledge and told him he could check the bag. He had the nerve to crumble the bag and throw it back at my face!! I went inside and told him that the only reason I am asking for a receipt is to keep up with the money spent on feeding my children vs groceries to cook, because it is very hard for me to cook due to an injured arm and I want to justify the spending at restaurants. He said, "Well, I am going to apologize, but you need to apologize to me first!"
I stated that I wanted my order replaced and the card for my combo since he did not follow his protocol AND I wanted my receipt still with his name on it so I could complaint to the higher up. This is not a store that I visit... this was my first time here. I happened to take food to my ill aunt and uncle who just lost a sister and this happened to be on the way home. I will NEVER visit this location again!! NOT EVEN FOR THE FREE COMBO! POOR POOR CUSTOMER SERVICE!!
Like most fast food restaurants these days, the drive through menu is impossible to navigate - and since I have a day job, I haven't had a chance to determine whether they (Arby's) even still has the Super Arby sandwich which was the large RB with lettuce and tomato. I was, however, nearly blinded by all the panels hawking some turkey sandwich... who on God's green earth goes to Arby's for turkey?
I know beef is expensive these days and so are tomatoes, but Arby's has never ever been shy about selling pricey sandwiches. And not everybody is on the down low. Arby's never was aimed at that type anyway. So, if you're going to cater to the penniless, I guess that's fine, you have to pay the light bill. But imminently, you're there for roast beef (at least in my former life you were) and that's why I go to your restaurant. In fact, as an Arby's customer for at least 30 years... its the ONLY reason.
So here's a tip - to get your old faithful customers back (who by the way were never slack about parting with a buck) to your now empty restaurants: Construct a drive through menu with the stuff listed a la carte and have a large clearly stated area on the menu for your (flagship) roast beef sandwiches. And for heavens sakes, if you dropped the Super Arby sandwich (I would presume all for the cost of tomato slices) then just close the place down - you're history.
As a rule of thumb I refuse to order anything from a menu that is 90% bundled stuff, and I can't find what I came there for; and if you can't offer a roast beef sandwich with the time honored lettuce and tomato (instead of a bunch of other garbage on it) I'll just go to Krogers and buy the stuff and make my own.
McDonalds lost my business long ago because of their horribly designed menu (and lousy hamburgers). I don't like anybody telling me what to order with my sandwich. I'll decide that myself - based on the sandwich and its price - a la carte, thank you. If this is mysterious to Arby's - send someone at corporate to a White Castle drive through sometime. They actually list the menu items SEPARATELY! Wow! Isn't that a great idea?
Basically 3 weeks ago my wife, grandson, and I ate at Arby's. We went back and got grandson some fries. We had 2 receipts and did the FREE Roast Beef for a survey. I was told I could only do ONE SURVEY A WEEK WHEN I called in. I did one survey by phone and my wife did the other survey online. The validation code for online was twelve hundred and something and the phone validation code was **?
One week later we went to redeem our offers. We were told any code below **? was outdated. I showed the cashier the date stamp for a week ago and written on the receipt, Offer valid for 30 days, and asked how they were outdated. We were told rules are rules. The place was busy and many were listening to our conversations including a peace officer. Our receipts were denied. We did the surveys again immediately and asked for a reply online and someone to call me by phone concerning Arby's inconsistencies. No one has contacted me. I really do not why I am wasting my time doing this again.
We went in today and were told the validation code was outdated and we could only do the survey once a month. Again I showed the cashier the date stamp for a week ago and written on the receipt, Offer valid for 30 days. I remarked on my survey, "If the validation code I am about to receive is less than 15?? It will be outdated before it is issued. Check to see if you gave me an invalid validation code." My validation code was ** which was outdated before it was given to me.
TEMPE, ARIZONA -- I was violated by am employee by the name of ** while at the drive through window at the Arby's Location on 48th Street and Southern. I was waiting at the drive through menu trying to decide what to order. There were no cars waiting behind me for approx two min. Once a car pulled up behind me I choose to drive through and wait behind that vehicle and decide on my order. As a courtesy so that they didn't have to wait for me to decide. As I waited, my windows were rolled down allowing me to Hear the conversation between the Car ahead of me and the drive through employee. It was a lady in the car ahead and she asked the employee to give her free food.
He then said to her "what do you want?" she ordered two meals w/out drinks. She made it clear to him that the food is for free coming across as someone who frequents that location for free food. Once she proceeded to the window I then pulled up to the intercom and questioned in a joking manner "How do I get free food?" He then said you have to be a family member of mine. I was not pleased w/ the response therefore I proceeded to pull up to the window and asked ** for his Managers contact information. He got irate and pointed his finger at me and leaned out of the drive through window into my car as though he was going to lay a hand on me.
I then leaned back to avoid him placing a hand on me. He began yelling "You are trying to cause a problem or get me in trouble, you can go to Wendy's and order". He paused for a moment. I believe it was after seeing how scared I appeared. He then leaned back into his window and slammed the window hard and got right on the telephone refusing to take my order.
I was on the verge of calling the police but I was so shook up I proceeded to go home as it was late and I had a work schedule the next morning. I was not prepared for such service. After leaving I thought it would have been better if I would have involved the police as it was a scary situation for a lady, in a car alone at night. Shook me up...
FARMINGTON, NEW MEXICO -- For those that know me, Arby's and I have deep underlying issues that would send Dr. Freud into a mental spiral. However, this time around, Arby's sword of justice swung mightier than mine. I got off of work and decided to pick some up for dinner for my son and I, as it was going to be just the two of us tonight. I ordered a few miscellaneous sandwiches, fries, and some mozzarella sticks, which my son loves to no end. The wait was horrendous, long enough that I had to shut my vehicle off a few times in fear of overheating while idling stagnantly. After what seemed like an eternity, I arrived with my turn at the drive through window.
The cashier, who also happened to be adorned in what I credited as a manager's uniform, was having EXTREME difficulty opening the drawer to give me my change. She was already on the phone with "headquarters" when I arrived at the window. No complaints from me, or snooty comebacks, just patience. I was in one of those moods that I didn't care how fast the world was spinning on its axis. I was in no hurry at all. She finally won the fierce battle with the register and produced the correct change. She offered me a large beverage of my choice for the apparent inconvenience. I readily accepted and thanked her for her patience in the situation as well.
I told her she deserved a comp for her patience and courtesy during such a stressful situation. I must admit, this location has made great strides in the past couple of months. New management has been brought in, as well as new front line workers. Great job ARBY's! P.S.- The title of "wrong sauce" refers to me getting home and realizing I was given the incorrect sauce that I asked for, but at that point it didn't matter, I was still happy to see such great service in our town again.
COWETA, OKLAHOMA -- My 2 kids and I went Arby's in Coweta, OK, we only chose that place because there are very few places in Coweta to eat. We went in because I have waited up to 20 minutes in the drive-through line before. There was a guy that worked there sitting out front, sprawled out, leaned against the building, smoking. He got up when we pulled up, he walked in before us, didn't hold the door, and just walked to where they prepare the food and didn't let anyone know we were standing there, and there were at least 3 people back there at the time.
So after about 5 minutes, a girl was walking down the hall from the bathrooms, she was mopping, and said she was sorry and kind of laughed. We ordered our food, and when we were going to sit down, this family, the only one in there, was leaving and she said very loud, "BYE! THANK YOU!" No response from anyone in there.
So we got our food, and an older man and his grandson walked in and stood at the counter for about 7 to 10 minutes. He finally left, nobody came to the front to acknowledge them. The place was empty, and it was probably around 9:00 pm and the girl who waited on us started mopping right by us, and told us to just ignore her, she wanted to hurry and get out of there. I always hated going to the drive-through there, but I will never go back again, they absolutely did not care at all about any of the 3 families that chose their place to eat.
And that is just what I witnessed, how many times does that happen. And the guy who was smoking outside when we got there, went out 2 more times and sprawled out about 5 feet from the front door to smoke, so that was 3 times he took the time to go smoke, and didn't take the time to say "Hi" or let anyone know we were there. No more will I ever go spend way too much money to get treated like that, and watch it happen to other people.
EL CAJON, CALIFORNIA -- I am a frequent customer of Arby's for ten years. Both of my children started their work history at Arby's. I usually dine at this location since I've moved to El Cajon, Ca. However, after this experience I do not plan on dining at another Arby's location again. I was mortified at what I saw.
I arrived at 5:39 pm and left at 6:01 pm. During this time James ** was preparing the fried foods. He was sniffing, scratching his head (his hair was cut really low), face and neck while standing over the products. With the same hand that he scratched his face he re-arranged the french fries by placing his hands over the top of the fries. I like the idea the employees wear visors. I understand that it can gets hot behind the counter.
However, I feel if someone has long hair they need to have a hair net on as well. Stephanie did not. She was placing the fried products in the bags and handing them to the customers at the counter. I was going to complain to the Manager. I decided against it when I noticed that ** (I'm not quite sure of the spelling, I heard an employee call her by name) corrected an order that was given out at the drive through and brought back in by the customer.
After, the customer told ** that his wife opened the sandwich because she had a special order and realized it wasn't correct. The sandwiches that were brought back inside the restaurant by the customer were re-wrapped and handed out again.
My daughter was shocked. She told me that when she worked at Arby's they "wasted" food that passed the counter. I was so glad I finished my food because I would not have wanted another bite. I realized that I didn't trust the employees at that Arby's. Sad to say that it also reflects on the other Arby's establishment. I will pass this story on to others in hopes that they will decided against spending their hard earned money at any of your restaurants. I still have my receipt if you need any further evidence of my being there.
LEXINGTON, KENTUCKY -- We live very close to this particular Arby's. As such, we visit the drive-through and dining room quite often. Today was most likely the worst experience we have ever had at an Arby's. The inside of the restaurant was filthy. There has been an infestation of flies and other bugs for quite a while, but it was even worse this visit. We could not eat without almost swallowing a fly.
I ordered a large fry, and only received half of a large container, which was filled with what looked like leftover burned pieces of fry crumbs. I ordered the number 4 combo, and the Beef and Cheddar sandwich was cold. There was very little actual meat on the bread, and the cheese sauce was spilled all over the wrapper, as if the person who had constructed it did not care.
The employees were rude and apparently did not know how to work a cash register. There was one in particular whose behavior really prompted me to send this complaint. Her name was Becky. She was in what looked like a manager's uniform. She was walking back and forth between the back and front of the restaurant, screaming to the party of about 8 or 9 people in the dining area, who seemed to be friends or family. She was very loud, inconsiderate to the customers in the restaurant and, at times, crude.
She was complaining about her job very loudly, and complaining about wanting to just go home. There were also some curse words used in front of children in the restaurant. Other customers in the store also were taken aback, and said so to me before walking out.
Bottom line, the restaurant was filthy and overrun with insects. Becky, the manager/employee, was disrespectful, and definitely not worried about what image she gave of your establishment. The food was not up to par at all, and not worth the money we paid for it. And, needless to say, neither I nor my family will be returning to your "restaurant".
PEMBROKE PINES, FLORIDA -- On the evening of 6/20/08, I had a bizarre and extremely unpleasant experience at an Arby's restaurant. I used the drive-through at about 11:30 PM, and my kids and I ate in the car. When we were ready to leave, I put all of our trash back into the bags in which the food had been served, and left the vehicle to throw it away.
I discovered that nowhere on the property was there a trash can, so I approached the restaurant door; I could see three crew members inside sitting around and laughing with one another. I tried the door, which was locked, and called through the glass, asking about where I could put the trash. I was ignored, so I neatly folded the tops of the two bags closed, and left the two bags carefully against the corner wall where they wouldn't be blown around and easily could be disposed of the next day.
Moments later, one of the same crew members who had ignored me now opened the door and launched into a string of horrible obscenities ("** you! Pick up that ** trash!"). I calmly explained that there was no proper place to put the trash, and I was told that "I should take the ** trash home with me." Ultimately, I ended up walking to the back of the restaurant, in the dark parking lot, and placing the trash in the store's dumpster.
While it is only mildly aggravating that one of their stores isn't equipped with the most basic piece of restaurant equipment imaginable (a trash can), I am absolutely stunned by the attitude and behavior of the Arby's staff. There may not be a more hostile and inappropriate crew working in any fast food establishment in America than the pathetic group of future felons that Arby's employs in Pembroke Pines, Florida.
Although I've enjoyed Arby's for more than twenty years, I will never again visit any of their locations, and most certainly not with my children, who are still asking about "Why those crazy people were cursing at us last night." My advice to Arby's customers: bring a can of mace or pepper spray with you on your next visit so that you can defend yourself against their staff.
ATLANTA, GEORGIA -- I wrote this letter to Arby's about their restaurant in East Point, GA. I love Arby's but seldom go because the one nearest my home has notoriously bad service. I gave in yesterday and hoped I would at least get some good food. I had a horrible experience with some of the most inept customer service people one could imagine.
I had to repeat my order 4 times in the speaker. When I pulled up to window, I had to repeat it to the man/boy in charge of the window, twice. He told me it was $5.55. I knew that was not enough and I repeated my order, now for the 7th time. He said $9.61. I gave him $10.01, he gave me $3.40 in change. I returned the three dollars saying it was not mine. He told me to pull up and wait for my chicken. Not once did he apologize for his incompetence, or thank me for my patience, or even thank me for not stealing the $3.
That exchange took ten minutes. I waited another 5 for the food. When it arrived at my door, the deliverer just held it out to me, not a word was spoken by him (thanks for waiting? hello? nothing!). When I looked in the bag, the order was completely wrong. Now furious, I parked my car and went inside to get my money back. The lid to my soda popped off, having not been applied correctly by this person who works for you and it spilled all over my shorts.
Once inside, I asked politely for my money back. The woman who took my food disappeared for 5 minutes. She finally returned and gave me my money. AGAIN, no apology, no words at all. It could not have mattered less that I was angry or disappointed. It could not have mattered less that I was alive to her. This location is filled with the most amazingly rude, incapable people. I pity your company for having them as ambassadors. I will never, ever eat there again. And I intend to tell everyone I ever meet about this experience. You should be ashamed.