Arby's — Restaurant in Aurora

went through the drive thru at 615, behind a line of 3-5 cars. get to the window for the guy to hand me 1 soda and as hes handing the 2nd one out says here's the coke, we reminded him that we ordered 2 dr peppers, no cokes. the girl then hands put our food, I feel the potatoe cakes and curly fries and of course, luke warm. we flag down the girl and let her know, she takes them back and says drive around and ill bring them right out. we drive around, and wait, and wait. 8 minutes go by and my husband goes in to Inquire, mngr says they have special needs person running fries and he only put down a small order or curly fries, and is telling him to just put another small order In and just top my now waiting fries when their done. my husband says, so were waiting and the rest of our food is getting cold and you're gonna give us Luke fries again? now I walk in, wondering what the hell takes 10-12 minutes for an order of cakes and fries. it's not that difficult, my money is just as good as the person who got hot food. the manager Amber, first off definately needs some customer service training, was no help, no apology, when o came in asking what is taking so long and now I get to go home and microwave my food because I sure dont want them to "remake" my food now/the trust is gone.. I told her if it's that difficult to get 2 orders of fries from someone then she needs to train her crew or do it herself. I mean that is what a manager is supposed to be there for is quality control and manage the employees to ensure things are done right... not to talk back to the customer and surely not try to help. the funny thing is when I asked who the manager was so I could complain, Amber piped up and then pointed to the girl who was supposed to bring out our food when it was done. Yet when I called 15 minutes later when I got home a guy answered, named Clinton, whom states he is the manager. so apparently there were 3 managers on shift and my order was still horribly messed up. this location is a joke. do not waste your time. I just hope karma plays her role and these workers are subjected to the same disservice they provided. cold food, attitude...

I love Arby's, the food is consistent and you get what you get so nothing to complain about there...but this Arby's in particular is the worst. I live near it and go there frequently and have a different issue every time. The main common theme is that the drive through is SO SLOW. I no joke have waited in a 5 car long line for over 45min to order. It did not seem like it was someone holding up the line either as we were inching at regular intervals. Do not go here if you are in a hurry. Fast food, but without the "fast", that's just overpriced lunch meat.

The other common issue I run into is that the lobby is never consistently open. There is no reason posted as to why it is closed either, just usually a hand written note on the door that says, "Lobby temporarily closed. Sorry for the inconvenience." I live close enough to walk here and on my lunch break walk over with my kid since it is honestly faster than driving since the light getting into Arby's can be bad. Well when you walk there with kids and the lobby is unexpectedly closed without reason it sure is disappointing since you cannot walk through the drive through. Now I got to walk back home empty handed since lunch is not long enough to load everyone in the car and drive back over.

There have been other issues, but they are minor, like forgetting to put in Arby's sauce (but lets be honest that is the real reason we go there). But those two are the big consistent ones. Sometimes you can order in the lobby and sometimes you cannot but no reason provided as to why or when (this is not a COVID lobby closed issue since I mentioned that it usually is open). You are forced to use the drive through that then takes an average of 10min per car to get through the line. If there are cars in line go somewhere else or you will get stuck. The parking lot is tricky and there is no way out once you are in line so you would...

The manager on duty this evening not only failed to provide any level of customer service, he missed a fantastic training opportunity to the team members he oversaw in that shift.

Lack of human decency followed his refusal to correct an order made incorrectly.

Our paraphrased encounter:

Me: hey-,we just got these cheese and they're horribly cold. Can you guys make another round for us? (female employee disappears and returns with manager) Manager: you have a problem with your food? Me: repeated above but this time also said "I need you guys to make this right". Him: do you have a receipt? No. I can't do anything without a receipt. Me: we were JUST here. Can you pull the receipt from your register tape? No. Can you pull the receipt using the credit card information? Him: No. I can't Me: sure you can. It's been done before. Manager: not gonna happen Me: what do you think I did? Aimlessly roamed the streets until I found enoug cheese sticks that had been tossed, scooped em up and brought em in for fresh ones? Him: you never know in THIS neighborhood Me: do I really look like that kind of person to you? I just want not cold cheese sticks. "You can go" Me: baffled 'what?" You can go "Are you kidding me" No. Leave now. There's the door. Just push the handle and walk out. Me: And your name again was???? You can go "Your name? (no name tag) You can go.

As I opened the door, he said loudly: "oh and, lay off the drugs lady"

I cannot remember ever being treated so poorly and with such disrespect by someone who's job is customer satisfaction. EVER. To add insult to embarrassment, I called my financé still shocked about what had just happened.He told me to hang tight and he would be there in a minute. Financé took said cheese sticks back inside and promptly returned with fresh ones. All of this over some cheese sticks....