Arby's — Restaurant in Billings

I’m sorry, but the staff have issues. There were 7 people working, but most were just standing around. Leaning against counters and chatting. Moving very casually, as if no one were waiting. Drive thru backed up. People waiting in the lobby. Only one employee seemed to care. Maybe most were trainees? The kitchen crew made frequent pauses to recheck the sandwich instructions, and many employees seemed unwilling to do anything unless told directly by their manager.

Took nearly half an hour to get our two combo meals. Food was cold, and one was another customer’s order.

The renovated lobby looked fresh I guess but was very chilly, and the radio over speakers was constantly playing political ads. The huge windows mostly gave us a view of the irritated people in the drive through line. Not comfy.

I’m sorry to rate like this, as the people were polite and all. But aside from one (who I assume was the manager) they didn’t seem to...

I ordered two curly fries, a medium coke, and a classic beef and cheddar. I then asked: “Is the orange cream shake worth it? Be honest.” I then got the input of two workers, one said yes and the other said: “I love the shake with chocolate drizzle on it, it’s the only way i’ll have it.” I was convinced, ordered one for myself to try it out! Proceeded to finish the order, got up to the window, and Diana, the worker who gave me the chocolate suggestion, handed it to me herself, I told her “I assume this will be the best shake of my life.” She nodded to me, then handed me two coupons and said “If it isn’t…..” I glanced at them, and read the text ‘Next one’s on us’ out loud. We then discussed how the shake tasted like a Terry’s Chocolate Orange. Diana, you made my experience today, the shake was...

This location has always been a popular spot for me and my family, yet it seems to be dropping in performance with both food quality and personal. I understand being served by someone in PJ'S, and slippers with a dog by her side make for a questionable beginning, but it gets more concerning when food arrives cold,sloppy, and missing the basics. Maybe it's just a struggle to find ownership and pride in today's service market, but just don't give up in trying! It was aggravating to stand and wait and watch several vehicles get service before you even recognized. Several folks left ahead of us. Bummer to leave a questionable statement about a place we cherish, but we hope to see it bounce back and prosperity rules the...