Arby's — Restaurant in City of Rome

Update: My previous 5-star review was old and stale, and what I witnessed today warranted an update. I place pickup orders through the app from here regularly, especially since they improved the deals and rewards. I love the food and my order is always fast, correct, and delicious.Today, I decided to sit inside to eat and warm up. An elderly couple walked in just in front of me and he requested his wife's bun be toasted, well done on both sides. Not only did the friendly woman taking the order specify to the cook how the man wanted it prepared, the cook did so then held it up for approval from the man, asking if it was to his liking. The woman told them to have a seat and she'd bring their food over. They chatted briefly with her then sat. When the woman delivered their food, the three continued in friendly chatter for a few moments. It's been so long since witnessing this type of interaction which seems trivial, yet has a significant impact. It's refreshing to see something rare that years ago was considered a normal, expected experience. After the woman headed back to the counter, I heard the man tell his wife, "That's how they keep customers coming back". I already planned on writing this review, especially after hearing what the man said. I rang the bell and told the woman what I witnessed, making mention of the cook as well. Maybe if we all behaved this way, we'd get back on the path to a friendlier tomorrow, especially when we take a moment from our busy days to acknowledge it. Appreciating those who offer kindness certainly encourages them to continue and starts the ripple effect. Kudos,...

If I could give a negative star tonight I definitely would! I have never had a problem with this location before until tonight. I get home to eat my food and my beef n cheddar sandwich had 3 strands (or more for all I know) of gray hair I pulled out of it and it grossed me out so bad at that point I gave it to my dog. I called the location right after to report it and was told "I'm sorry but we can't help you without you bringing the sandwich back with the receipt" so I told them "well that's fine, I fed it to my dog after almost throwing up and just want it reported" then I hung up. I proceeded to do the feedback survey off the receipt, but couldn't do that either because it wouldn't recognize the store location number that's printed on my receipt as #07949 for the black River Blvd location in Rome NY! So, I guess it will be a VERY long while before I bother to give this location my service and waste another $30 or more on...

Normally I like Arby's! This is NOT one of those times! The chicken sandwich was good, but not Hot at all! It tasted like it was sitting around for a couple hours! Yes...I did eat here somewhat late (8:15pm)...but you were still open, so I expected a fresher sandwich! I'd give that sandwich a C+! However, by far the worst part of the meal was the "curly fries!". First, most of my medium box was very small bits and pieces, and even a few crinkle cut "pieces" were found! However, they were practically ice cold!!! No...I'm not exaggerating!! The fries get a grade of F for failure!! The fries were an embarrassment!! I know you can do better Arby's, because I've seen better myself!! Maybe your evening crew doesn't care about quality (or their jobs)...I don't know. But, I expect better next time! As you know, there's plenty of food establishments out there!! Give me a reason to keep coming...