Arby's — Restaurant in Blackman Charter Township

My husband and I are extremely frequent customers at Arby’s — we visit this location several times a week, and my husband regularly orders the half-pound French Dip sandwich, which is his absolute favorite.

Earlier this week, I placed an order for two of the French Dip sandwiches. After picking it up and getting home, I realized there was no au jus included in the bag — for either sandwich. While we had some at home and made it work, it was frustrating, especially given how much we spend here weekly. I chose to let it go at the time.

Unfortunately, this evening I had another poor experience, and I can’t ignore it. I placed another online order (over $35 worth of food) and went to pick it up. They had crammed everything — two French Dip sandwiches, four chicken wraps, and five tenders — into a single paper bag, sealed it shut with a sticker, and handed it to me. I specifically asked if the au jus was inside, and the employee assured me it was.

As I attempted to place the bag on my front seat, it completely ripped open from the bottom due to how heavy it was. I backed up (no one was behind me) and returned to the window, where a different employee gave me an annoyed look. I held up the torn bag and explained what happened. Instead of offering an apology or rebagging the food, he handed me new bags and made me repackage everything myself. I reminded him that I was told the au jus was included, and of course, it wasn’t — so he had to go get it.

Still trying to give the store the benefit of the doubt, I called to speak with a manager. A young woman named Jaylin answered and said she was the manager. I calmly explained my concerns. She didn’t apologize once. Instead, she deflected blame, saying they follow the manufacturer’s weight limit for the bags. I found that dismissive and unhelpful — and as someone with 15 years in restaurant management, I can say with confidence that her tone and response were unacceptable for a manager.

The lack of ownership, care, and basic courtesy I received — both at the window and on the phone — has left me very disappointed. We spend a lot of money at Arby’s and have always been loyal customers, but I will now be driving further to visit the West Avenue location instead.

By the way, the 2nd bag also ripped confirming it was absolutely over the weight limit and also they didn’t fully seal the lid on the au jus and it spilled all over the bag and also that bag ripped. Pics attached.

I hope this feedback is taken seriously. Jaylin’s response and lack of customer service do not reflect well on your brand or...

I don’t go to Arby’s much but we showed up after dining close in a bus that was too big to fit through the drive through. The super friendly staff allowed us to go inside to place our order so we did not have to walk through the drive through in the rain(which we offered). The super friendly staff was so excellent and helpful with placing a couple different orders that was a hassle for them since their dine in registers were gone for the night. And they did it all with a smile. In this process of getting our orders, the shift manager proceeded to come up and ask us where we came in. After explaining, he then went up to the employee that let us in as he was still putting in our orders to grill him for letting us in right in front of us. The service they gave us was exemplary - the best I have ever received at any Arby’s. Let’s face it I hated Arby’s before this but now I’ll give every Arby’s a shot simply because of the service they gave us. But someone needs to seriously talk to or fire that incompetent manager - it was sickening seeing him demoralize his staff like that and honestly if I see a manager do it again I will never be back in another Arby’s. I will not give any business to a company that can’t treat their employees right. As a former food service worker, that is one of the hardest jobs to do all day as it is, they don’t deserve to be spoken to like that for going...

Food was fine. Staff was distracted? Each person thought the other was first getting our order, then preparing the food, then giving us our order. Nothing bad, just not great. Update 10/21 I keep coming here, because it's not horrible, just annoying. Today is the 6th visit in a row where what I ordered was not what I got. I thought I would try the app, since you can't get the specials if you just go there and order something that they advertise. There is an INCREDIBLY friendly person who works the drive through. Ordering on the app means you have to go in. I thought by ordering on the app, I would get what I ordered, as I thought perhaps they mishea4d me through their com systems. (I consistently get curly instead of crinkle fries, Hi-C instead of Iced Tea. That sort of thing.) Today I ordered the Double meal special with just the Beef sandwich, NOT beef and cheddar. Guess whose order clearly says Beef, not Beef and Cheddar. Guess who got Beef and Cheddar? I hate being the cranky old man, but can't folks pay attention anymore? And if I don't say anything, will nothing change? Don't deal with Corporate. They say they return calls on complaints, but they certainly don't! I guess I'll continue to check what's in my order before I leave....