Arby's — Restaurant in Arnold Township

The story of the not so awesome sandwich!

I’ll try to make this short and sweet. After seeing the advertisement for the meat mountain I go through the drive-through at Arby’s in Arnold Missouri. My order consisted of the Meat Mountain and a Reuben, my total came to 16.94. The Woman in the drive-through window was very nice, I received my food after paying and proceed to drive home. Upon getting home and opening my sandwich I realize that there’s no chicken on the sandwich as advertised. I called the store and explain to the person that someone had forgot to put the chicken strips on the sandwich, the employe that was on the phone told me that if I would like to drive back up that they can give me the chicken strips. My response was I ordered the sandwich to eat together not separate and that the entire sandwich should be replaced because of the inconvenience of me having to drive back to the store and eating a cold sandwich when it’s ordered hot! The employee says,” I can give you chicken strips and a free side of fries but I cannot replace a $10 sandwich“. So they are not able to replace the sandwich that I ordered, that was according to the employe on the phone was 90% right....This is not how you do business! So I’ll be Making negative yelp and Google reviews. My personal opinion the Dave’s double at Wendy’s is much better and it’s next-door! Save yourself the money and the frustration of dealing with Robert the GM. His response to me being frustrated was, “He works with a bunch of 16-year-old kids”. That’s not how you deal with your customers and there’s not how you talk about your employees. I had made a Facebook post about how awesome it looked well not so much I will be posting...

Customer service at this location is HORRIBLE!

Went inside to pick up a GrubHub order today 04/01/2021. The employee taking orders informed me that their GrubHub tablet was not turned on. Once he turned the tablet on, it was another ten minutes before my order was entered into the POS system. I asked if the GrubHub order could be fast tracked (expedited) since customers that had arrived after me were getting their food before me. The young man entering the order mentioned it to his GM, Robert Shaw. Mr. Shaw began ranting about how when GrubHub can give him equipment that works then he will worry about it. Until then, he said, the customer could wait. He proceeded to put the ticket on the board, at the end of the line. I waited for this order for 30 minutes. I asked the young man taking orders for his name (which I never got) along with Mr. Shaw's. At that time, Mr. Shaw aggressively approached the counter asking me what my problem was. I explained to him that three customers came in after me and all had received their food before me. Mr. Shaw again began ranting about how the GrubHub tablet doesn't work. He also stated that he realized that it wasn't the customers fault. He said he was ready to stop using GrubHub because of it. He handed me the bag of food. I asked for horsey sauce. He grabbed a handful of packets and threw them in my direction. Most of the packets did not go into the bag. I had to pick them up off of the counter and put them in the bag. I thanked him for throwing them at me.

Mr. Shaw has no business being in a service industry, much less in a leadership position of one. This was the poorest example of customer service I have seen in a...

I honestly don’t think I’ve ever had an experience like this at a fast-food restaurant before—maybe not anywhere. Today, I met Kim, the cashier, and I can’t stop thinking about how much her kindness touched me.

She wasn’t just polite—she was warm, genuine, and attentive. She asked my kids questions and listened like she truly cared about what they had to say. She made us feel seen in a way that caught me completely off guard.

The food was great and hot, but honestly, it was Kim who stood out. She introduced herself, asked for my name, and told me how grateful she was that we were there. She even said she appreciated me. I don’t know the last time someone said those words to me, and I could feel that she really meant it. It brought tears to my eyes—something about that moment just hit my heart.

She was running around, handling the drive-thru, the front counter, and the floor, all while staying calm and smiling. Despite the chaos, she made every customer feel important.

Kim reminded me today that even a stranger can make a difference in someone’s life. Her kindness, her sincerity, her way of connecting—it all made me realize how rare and beautiful that is. Thank you, Kim, for showing me that compassion still exists in the world. You didn’t just make my day—you truly...