Arby's — Restaurant in Byron Township

I’m deeply disappointed in this store.

I used to frequent this store often. I say used to, because after today I will - unfortunately - have to find another one. My husband and kids went through the drive-thru for me and ordered his sandwich (Turkey, Ranch, & Bacon sandwich), the kids’ orders, and mine (Turkey, Ranch, & WRAP with NO tomato (I’m allergic), extra ranch). He receives the food, quickly checks to make sure all items are there - per usual for any drive thru order anywhere - and can’t help but notice the SANDWICH that had a modified ticket on it that reads “wrap, no tomato, extra ranch). He has my son go in and show them the ticket says wrap, but received a sandwich. The manager tells the employee to make a new one, in which the employee argues he already did, manager insists he makes a new one. My husband brings the food home. Hearing this story, I’m already nervous about knowing an irritated employee made my food, but it has the modified ticket slip attached and is now clearly a wrap. It’s not cut, nor is my husbands sandwich, but that’s not a big deal, whatever. After our first bites, he discovers his sandwich had spicy mustard slathered all over it and isn’t what he ordered, and - to my horror - I bite into a tomato! I spit it out and quickly take my prescription antihistamine as a precaution. I will admit I was upset, but I also felt the need to call the store and and speak with the manager because I feel she needs to know her employees aren’t watching what food they make, or reading, for that matter. The woman who answered stated she was the manager, and I told her what had happened. She let me finish and responds, “Sooo…that’s all you called for!?” in a voice indicative that she wasn’t interested, and I realized I was not speaking with a manager that gave a damn about customer service. I proceeded to try and explain that I felt I was a little concerned about my close call with an allergic reaction and concerned that her employees don’t read or pay attention to what they’re doing when half way through she hangs up on me.

Again, I admit I was upset, and realizing I wasn’t being heard upset me further. But as someone who has worked in customer service for 20 years, I’m disturbed to know this store doesn’t realize the appropriate response should have been active listening and empathy. For example, “I’m sorry to hear that your order was so incorrect - not once, but twice. I appreciate the feedback, and will be sure to address the issue so it doesn’t happen to you or any other customer. We take food allergies seriously, and We apologize.”

So, yeah, due to poor customer service, I now have to find another store to frequent. This store was already 12 miles from...

I had an awful experience on 10/22/22, at approximately 10:30PM. Sorry for the lengthy review, but I was less than enthused with my most recent experience here. I went to the arbys at 421 68th street in Grand Rapids, MI to pick up my online order that I had placed. What I ordered was 2- 2 for $7 Gyros (4total), 2 for $7 beef and cheddar (2 total), a rib sandwich meal, a large fry, and 2 sodas. When I arrived at the drive thru, they informed me they were out of roast beef. I then told them I had an online order, and they told me they could do every thing except for the 2 for $7 beef and cheddars, and told me pull up to the window. When I pulled up I wasn't greeted to see if a replacement was going to be offered, but instead the window open to a guy laughing handing me 2 bags. I asked him if instead of the beef and cheddars, if I could just get another 2 Gyros (also 2 for $7), and he told me no. He said the girl in the back said to get a refund through the website I ordered off of, and that they are different in price. I asked to speak with her, and when she came to the window I asked her why I couldn't substitute for 2 more of the stuff I already have. She told me I have to choose a refund because the price difference. I told her both items were 2 for $7, there is no price difference. She then told me she's just doing what she's told. I then asked who told her that, and if I could speak with them. She went to the back got a number on a sticky note, stuck it to my drinks, and told me have a good night. When I called the number.... get this.... she answers. I told her I wanted the corporate number, and she told me to use Google, and hung up on me while they all cackle in the background. So here I am using Google! Sorry for the long rant but I was highly...

Ok so today i went through the drive through at arbys. I ordered the family pack. I only like the classic roast beef sandwhiches. So that was mine out of the meal deal. Any ways i get home open my sandwhich ( i live 2 mins away) and my meat is old and rubbery. So im like alright i will go back and get a new one. I got there and was kind and courteous, asked for a new one. So i walk out excited to eat my new sandwhich that i was hoping would satisfy my craving.. As soon as i got my mouth sunk in for a bit i could immediatly taste and smell that the meat was spoiled. I mean it was horrific. Im not one who likes to complain alot. But i went back in a little more irritated now and tokd them that meat was spoiled ..they said " sorry we ran out due to a rush so we werentrying to temperment it. Whatever that means. Im like this meat is spoiled ..and she said sorry and gave me a coupon for a free meal. Which given different curcumstances i would be satisfied by that. But i couldnt get it off my mind that they were knowingly selling spoiled roast beef to customers. Thats just not right ..how many people are going to end up with food poisoning? Why didnt they just say " im sorry, we are currently out of roast beef, but you can visit one of our sister stores and they can help you." Or something like that. It just boggles my mind. I had to write this to...