Arby's — Restaurant in Clermont

Recently, I stopped at the Arby’s in Clermont, FL to grab a couple of roast beef slider sandwiches and a drink. I placed my order and received it quite promptly through their drive-thru. Heading down the road and on my way to my next destination, I pulled one of the small boxes containing a sandwich and to my surprise and disgust, found a piece of clear plastic partially hanging out of the sandwich, the rest of it securely melted into the cheese. While an inexpensive item, I decided to turn around and return to Arby’s to make them aware of my discovery. I walked inside and was politely greeted at the counter by a young man. I presented him with the bag containing both sandwiches and let him know of what had occurred. He apologized and thanked me for coming back. As he pulls the plastic from the sandwich, he calls out to another worker whom was not visible to me, told them what had happened and asked them to make two new sandwiches. A voice yells out “someone isn’t paying for their lunch today” and another person yelled back telling him to make to sure to give me a “make it right” or “get it right”, I don’t remember exactly what he called it. The young guy at the counter starts to fumble with things under the counter mumbling that he can’t find any and that someone I believe he said Ryan, needed to order more. I was never informed of what he was trying to find but I can only assume it must have been a form of coupon or voucher given to customers who have been inconvenienced in some way. Well, he never located what he was looking for. He did look at me and ask if I wanted free fries to which I declined. Honestly, they gave me a sandwich containing plastic that thank God I didn’t choke on or put in my mouth and all they want to do is give me fries, seriously? There was no offer of a refund nor did a manager or supervisor of any kind bother to speak with me or approach the counter after hearing this young guy talking to me as well as other employees about the plastic in my food. The guy slides a new bag containing the freshly-made sandwiches across the counter to me along with my original bag that still contained one of the first two sandwiches I had ordered; telling me “here’s some new ones and you can keep this one”. Bear in mind the second sandwich hadn’t even been checked yet to see if it was ok. He proceeds to then pick up the contaminated sandwich which he had used his bare fingers to remove the plastic with and said I might not want to eat this one. I might not want to eat it? Really? Heck no I’m not eating it nor would I even have considered it. He was young so I won’t put too much blame on him personally, but he looked at me like all was ok and fine because they made me a new sandwich. I could see that there was clearly no one actually concerned with this occurrence. I knew I was going to have to write a review and hope that someone higher would read it. Personally, working for a large company’s social media team and responding to guests reviews every day, I know that sometimes a customer has to go that far in order to reach someone who cares, sadly. I made sure before I left to tell the young man that they needed to check the food that they are giving to their customers better because heaven forbid, I had not noticed that plastic and had handed it to a young child in the back seat who certainly wouldn’t have noticed it and could have choked. He nodded and said he was going to check. The main points of my review are to call attention to are: One, to see that the employees at this location are paying closer attention to what they serve. And two, to have someone figure out why I was never given a manager or supervisor of some kind to speak with or to at the very least come over and apologize to me. We’ll see what happens. Until then, make sure you inspect your food before you eat it or give it to...

I picked up my son and daughter from school. I took them through the Arby's drive thru. I purchased 2 of the 2 for $6 Chicken sandwiches, 2 mini chocolate shakes, a Coke and a chocolate cookie. I paid, and even rounded up the order to donate. She handed me the 2 shakes and Coke, and said the food would be right out. My children both took a drink out of their shakes, and immediately said they tasted " yucky.". I told the drive thru member that we were coming inside. My children went in the restaurant first, explained the shakes did not taste right, and asked for a cookie or fries instead. As I was entering the restaurant, my children were upset, and told me that they could not exchange the shakes. I approached the counter and asked the employee what was the problem. She said she had to get her manager. The assistant manager came, and avoided me. I explained what happened, and she said that due to Covid-19, she could not take them back. I said throw them away, they don't taste right. She said your kids just didn't like them. I said no, they said it tastes like coffee. She said because you ordered moca. I said no, showed her the receipt that said chocolate. She had an attitude and said there is nothing she can do. I told her I was going to complain, and she didn't care. My children were upset and so was I. I take my children all the time to McDonald's and Burger King, and if there is any problem, they apologize, give a refund, or exchange it. This lady was very rude and has no experience in dealing...

Very disappointed in the treatment I had today. I’d rather drive to Orlando next time I even think about Arby’s. Akeera the manager that took my order through the drive through not only was rude but, didn’t even enter my food correctly. Even when I made it clear I wanted extra cheese on my sandwich. I drove all the way to work on my break to find out I had no cheese. And a small fry when I asked for a LRG. They charged me for a LRG strawberry lemonade and gave me a small. The guy who handed me the food didn’t say hello or said you’re welcome when I was saying thank you. When I called to give them a heads up the messed it up and I was coming back Akeera didn’t even apologies. Mind you is the manager. She needs an attitude adjustment and the whole team. Not 1 person apologies and offered me anything to fix it. I just simply asked them to remake it because I don’t have time and need to get back to work. What happened to customer service? The fact Akeera is the manager is a shameful person to her team. No manners, rude . This whole situation tells me you do not care and do not pay attention. Will not be back and will be putting this on social media I have to stay far away from this place. Unacceptable....