Arby's — Restaurant in Carrollton

What a ridiculous experience (8:40 pm). Drive thru forgot 1 of my six items. I was the only person in the drive thru, definitely NOT busy. I get it however, we're all human mistake happen to the best of us. I was hungry so I sat down and ate when I got home. While I was eating I called...1, 2, 3, 4, 5, 6 times at 3 mins a call (disconnected) obviously. Simple enough, call, ask that my sandwich be refunded, move on. After no answer and after finishing my meal, I head back to ask for a refund. Not real happy to have to get into the car and return. I mean answer the phone. Guess it doesn't work or they are not "trained" to answer. How hard is it to answer a phone at Arby's.

Hit the drive thru (9:10) and the shift leader was very apologetic (which I appreciated). Explains he has been instructed to "no longer issue refunds" Unacceptable, owner or manager (not sure which) instruction to employees is to basically tell customers to kick rocks. Asked "Shift leader" to call manager which was met with hesitate, understandably so, at this point I am upset. He calls and ultimately after a few minute a refund was issued (not sure if he had permission to issue a refund). The "Shift leader" did what was right by the customer, issued a refund for the sandwich that I did not get in the drive thru.

Not sure who is giving direction to this staff??? Someone needs to looking the mirror and remember how they got where they are today. Give employees the tools and training to keep customers happy. Tonight was a disaster. Not because they missed one item, but the lack of ownership/management not training nor giving employee the tool to ensure good customer service.

Wish the...

Man this was my favorite fast food place for fast food but dang this was had. I ordered through the drive through. I wanted to get the meal deal but wanted to know what kind of sandwich it came with. The speaker laughed at me and said “you serious?” I said something like “um yes please and low on the ice for the sweet ice tea.” He then kept laughing and then said “just go to the next window.” I get my food and drink from an older woman at The window and asked so just to be clear, it’s LOW on ice right? She said yes. I get the drink and theirs no ice. So I smile and saw oh I wanted just a little Ice not no ice. She seemed to not understand what this meant and just stared at me. After a minute she gets another employee who says “hola.” I don’t speak Spanish but I simply repeated what I wanted, all with a smile. She gives me my drink with one or two ice cubes but I simply smile and say thanks. I then ask the lady who the man was who was laughing at me because he was still making fun of me in the background saying how “people are blind and cant read a sign.” She said “Jose.” I asked what the issue was as I didn’t see the sign. She then closed the window on me and waived me off. I’m like “…” I mean I’m not yelling, I’m smiling, I’m not a Karen so what’s up with that?...

UPDATE: Thanks for the robo response. The link doesn't even work! Glad to see you are really concerned about the experiences of your customers!

If I could leave a 0 star review I would! Worst experience at a restaurant ever! Ordered at drive through and after receiving my food pulled around to check the order. Found only had 1 of 3 orders of fries and no Au jous for my french dip. Tried to go inside to get it fixed because there was a line at the drive through. Of course the doors are locked for "repairs." Had to wait through drive through again and thought got the missing food and pulled off again. Stopped to check and all I got was 1 order of fries. Had to wait through the drive through AGAIN. Then spoke with manager to get everything fixed. Waited in front of the store for 10 minutes for manager to bring food. Silly me thinking the MANAGER would have gotten the order correct, but still no. I had family at home waiting for food so I couldn't wait around anymore. Tried to call the store and I guess they don't use the phone because it just rang for 10 minutes and just hung up 2 different times! Cant believe Arbys corporate would allow a store to operate this way! Wont be going back...