Arby's — Restaurant in Broomfield

If I could give negative stars I would. An incident occurred with my Dad here and when I called to get help, our concern wasnt taken seriously, which brought me here. My Dad came in alone for lunch last Sunday. He is retired and tried to use a coupon he got in the mail. The cashier was having issues logging it into the system, when he called over the manager for help. The manager got annoyed for the inconvenience and when my Dad said not to worry about it, paid full price, she was rude. When the sandwich came, my Dad sat down to eat at a table, when there was hairs in his sandwich that were the same color and style of hair as the managers. He threw it away immediately and was so uncomfortable he walked out and didn't say anything. My father is a retired Asian male and he doesnt feel comfortable making complaints or causing problems especially in the current times, with the nationwide issue of Asian hate after COVID. He's visited the Broomfield Arby's for many years before and has never had this type of issue (when it was in the location further down 287).

I called on a different day to attempt to speak with someone, there was a different manager on site who took my complaint. She asked for a description of who it was that helped him and simply said "Ok have your dad come in and we'll give him a free sandwich". I asked, what if my Dad comes in and its the same manager on site that messed with his food last time? She said, just have him come in and say my name and that I said it's ok for him to get a free sandwich. I asked if he could come on a day that she was working so that he could avoid when the other manager was working, she said she would be out on leave and we couldn't arrange that. This is understandable, but she provided no other solutions.

I hoped the matter could have been escalated to someone higher up, or that we could be provided with a voucher to use at a different location, OR that the manager who was helping my dad would get some warning of some sort. Instead we were asked to come back and get another sandwich, which didn't make sense.

Don't go here, the employees don't care about the safety...

EDIT: This location is now performing like the Rockstars they once were. Have visited at least once a week for the last 6 weeks and they have been on the ball and handing out great service with a smile every time. Back to 5 stars for you Arby's. Thanks for the improvements!

I was very excited when this location opened. The old store across 36 was pretty run down. This one started off excellent. Service was great and food is still always what you would expect. Meat sandwiches and fried food are actually pretty hard to mess up though. Two stars now down from five as the service has really fallen away. The location is still new-store overstaffed yet consistently I get the experience where I feel like I'm wasting their time to get the food I seek. This last time was awful. I was the only person in the lobby and ordered two orders back to back. He misheard me, never read back the order and I had the wrong food when I got home. My mistake for not clarifying but truly, again I felt like was putting him out to get some food. On the second order he acted like he hadn't talked to me ten seconds ago. No engagement at all. No offer for to go sauces with any of my four sandwiches. I'll be back but hope they're able to get this back on track with the...

I live nearby and have visited this Arbys location many times over the past two years.

There is one thing that has remained disappointingly constant throughout that time - poor speed of service. Today, after deciding to walk in to place a to-go order (instead of going through the drive-thru, which had the usual 8 or 9 cars in line...and not moving), I walked out after seeing 8 or 9 people in line at the counter, again, with no apparent motion. I chose to eat somewhere else.

It has become clear to me that the staff at this location simply does not prioritize speed of service. Food quality has always been typical of fast food, so I'm not complaining about that.

But the point of fast food is to make it fast. It routinely takes me 10-15 minutes to get through the drive-thru during the lunch rush, and the evening wait times are not much better. There are two consoles to order inside, but only one is ever staffed. And I just see a lax/complacent staff inside, seeming not to care about how long customers are being made to wait.

Is it under-staffing due to the pandemic? Inexperienced workers due to poor treatment by management? Poor business culture? I don't know, but it is frustrating to attempt to patronize this...