Arby's — Restaurant in City of Rochester

This location seriously must not care at all. Every single time I go there, I get a large curly fries, and they are always half full. The drinks are never full, and they always forget the sauces I ask for. Today, we got 2 meals, and were charged for it. We got (half) the fries from both meals, but one of the sandwiches was missing. I’ve spoken to customer support many times, and other than compensation, nothing seems to change. Last time i went through the drive thru, a teenage girl took a long time getting to the window despite there being no line, and she proceeded to tell me they were out of EVERYTHING I asked for (which was a lot of different things), and when I drove by the window, she was leaning, texting on her cellphone. I tried to call the location, and a girl answered the phone, told me “hold on let me get a manager” and I’ve been on hold for 10 minutes. This is ridiculous. Seems like even the management doesn’t care. Corporate should really do something about this location!

6/19/25 revision because this place just doesn’t get any better. Changing from a 2 star, to a 1. Ordered delivery, and when we got the food, we were missing items we paid for. The bag was sealed, so i know it wasn’t the driver’s fault. So i called the location, and the lady that I spoke to (1:15pm on 6/19/25) had a very rude “idk what to tell you, not my problem” attitude. She told me i would have to drive all the way out there to get it, no refund or offering any other compensation. When i asked for any sort of compensation, because its an inconvenience to make me leave work to get food that they forgot to send, she laughed at me and said “no, but you can come get the sandwich, idk what to tell you. You could ask dd for a refund i guess”. Be so fr rn! No coupon, no free fries or cookie or whatever, nothing. Then she cut me off twice while I was talking to basically tell me she didn’t care. I don’t know what kind of people y’all are hiring/promoting cuz this is crazy. I work in customer service, and to talk to somebody like that and laugh at them, completely unprovoked is...

Worst drive through experience ever!

Picked up a couple friends from a wine tour so they wouldn't drive drunk. Wanted to get some food in their belly so we stopped because of those fantastic Meat commercials.

We spared no taste bud as we ordered half the menu totaling close to $40.

As the transaction is about to conclude, the meal is entering the threshold of the vehicle, the brown bag becomes weak and its contents decide they would rather be on my pants, seat & floor.

I'm shocked and frozen in disbelief, trying to stay calm I look at the Arby's employee for an it's ok or we'll make it right, yet I received "I can't believe you dropped that"

Dropped that, dropped that, I'm still holding the brown bag in my hand. Really?

Then she asks if I would like a new bag, 30-second pause, sure, she proceeds to hand me a large what seemed to be reinforced plastic bag compared to the original brown bag.

I ask, any reason why you didn't use this bag to begin with? No, 30-second pause, she gives me dirty look, I drive away, Arby's please provide better customer service.

Note: I'll accept the blame for the bag giving way and the food spilling all over me, but the manor in which this woman handles the situation was so rude.

My silver lining: My passengers laughed the entire 8-minute...

I'm honestly not a HUGE fan of Arby's food in general, but I know some people are so all the more to them, but this review is about this location specifically. I really got excited for that new Wagyu burger. according to the website it's supposed to have: Wagyu Steakhouse Burger Patty, American Cheese, Shredded Lettuce, Pickles, Red Onion, Tomato, Burger Sauce, & Brioche Bun, but all mine had was cheese, the sauce, and two tiny little onions, and the meat patty which was super small and didn't fill out the bun, which had been squished and absolutely wasn't brioche, it was just the usual bun.. My GFs burger was exactly the same, but the bun wasn't squished on hers.. idk if the picture and website are just false advertisement or what.. and I KNOW fast food burgers never look as good as the picture, but the ones I got were just straight up missing toppings and, more importantly, missing quality. Overal it was just generally bland.. NOT worth the almost $10 I paid for each combo.. 3 stars because i'm sure their usual Arby's food, that I don't care for, is fine, but I can't go any higher for now due to my own poor experience.. I'd really love to hear from the owner, or maybe Arby's corporate, to find out why the burgers aren't coming with all the toppings and quality they are...