Arby's — Restaurant in Chippewa Falls

We placed an online order and received an email on when our order would be ready. We arrived on time and when we pulled in, I saw a male and female smoking outside by the doors. I walked inside and there was nobody there to greet me or take my order. I thought this was kind of odd but just waited patiently. I did notice one other woman in the back preparing food. I could see my order on the screen and it looked like it was ready to be bagged so I just waited patiently since I didn’t see it in the carry out area. I waited for awhile inside with nothing happening so I just decided to go sit in my car and wait. The 2 individuals were still outside chatting away and smoking. I went back inside as it had been 20 minutes since my order was supposed to be ready and it was still sitting there not bagged. Still nobody had said hello to me or acknowledged that I was there. I don’t even think they noticed that I had already been inside and walked out once already other than the 2 outside who clearly noticed me since I walked past them. Eventually a girl named Malia walked to the front and was very apologetic and asked what I would like to order. I told her we had a carryout and she apologized again and bagged it for me. Malia seemed to be working the drive thru and seemed slightly overwhelmed (probably because she was busy with the drive thru and her coworker was outside smoking!?) At this point, the other 2 individuals walked inside, the girl seeming to be the coworker and the guy seeming to be her boyfriend? They once again saw me standing there but continued talking at the counter. They continued talking at the counter until I left. When we got home, we noticed our drinks and sauces had been forgotten so I went back. This time I went through the drive thru. Malia was working it and again was very apologetic and so friendly. Overall our experience wasn’t great and these are the notes that I have… 1. Malia is so sweet and I could tell that she was just trying her absolute best to do her job and her coworker(s) were dropping the ball. My interactions with her were wonderful and she deserves praise for having excellent customer service. 2. Our food being late is not a big deal to me. Is it nice to have food on time, yes, but sometimes things happen and the food tasted good none the less. 3. Items being forgotten is also not a big deal to me. Stuff happens. 4. What I do have an issue with is these problems happening because someone is not doing their job. I understand needing to take a smoke break, especially if the store isn’t busy and you have down time. But continuing to take a smoke break when you notice someone has been waiting around for 15-20 minutes and not even acknowledging them, is something I have a problem with. Furthermore, causing stress on your coworkers because of your smoke break, is also something I have a problem with. If one coworker is preparing the food, and another is busy with cars in the drive thru, then you should be ending your break as soon as you see a customer walk inside and ESPECIALLY if you see them standing there and not being served. And once you do come inside, don’t continue to ignore the customer by standing at the counter and talking to whoever the gentleman was. Extremely unprofessional and I am...

Only 2 suggestions, 1st one, don't start your employee training in the drive thru positions.. For he messed up my order, and after paying I had to pull ahead.This happend like 2 weeks ago, took an additional 8min. wait time beyond the extra 10min straightening out my order and there was no compensation offered, except his apology and that it was his 1st night. 2nd) This was over a year ago, we walked in 23min prior to closing, was told if we wanted to order to go thru the drive thru. I said but your sign says it's 23min til closing time. She said due to slow sales she was making a management call and closing it down early.. I asked how can I speak to the store manager then, she said you are...We left, and didn't return for almost 3mos..This was sometimes 4 nights a week...

Never once had a problem with this establishment until tonight. From the start we had a very rude employee take our order. She was very short and snippy and had zero customer service skills. After mentioning it to the manger and getting told "too bad" the employee came back, rolled her eyes and with a sarcastic attitude told us to have a good night and shoved our food at us. Corporate has been contacted and you should maybe reconsider hiring bratty 16 year olds with no customer service skills and managers who dont care. So much for abrys "service with a...