Arby's — Restaurant in Clinton

I usually show empathy and patience towards employees who worked at food industry like fast foods since it is a very difficult job and since my husband used to work at a fast food restaurant. However, the experienced we had at Arby's Clinton was unacceptable.

My husband submitted an online order tonight 03/02/2025 and received a notification that the food will be ready at 6:36pm. My Husband walked in to the store at 6:42pm. Then 40 minutes later my husband is still waiting for our food that we ordered. So, I decided to go inside the store to see what is happening. The lady that's making and bagging all the food looked so busy while the employee or manager named Doug was at the back staring at the screen. I asked my husband if he's been helped and he said that he hasn't. So, I decided to go to the counter to find out if our food has been made. Doug finally walked in towards the counter and I asked him if our food is ready since we placed it through online order almost over 40 minutes ago and he just gave me this blank stare and asked if we want to just cancel our order. Then I informed him that my husband been waiting for a long time and informed him that I saw couple people walked in and walked out with their food. Then he said that's how door dash is and I told him that it is not door dash. So, my husband and I asked him how much longer it will take and he said, 5 more minutes. Then he asked what's the name and we mentioned him the name under our order and he looked at the screen and he said we don't have that name, we didn't received any order under that name. We're trying to show him our online order receipt and he won't bother to look at it for confirmation but continued to argued that they didn't receive an order under my husband's name, then finally the lady that was doing all the work (cooking, bagging, etc.) pointed at the bag that has my husband's name. Then my husband asked if it has been sitting there this whole time and Doug lied by saying, "No it's just been put together". If an employee like Doug is collecting paycheck for staring at a screen and not even bothering to greet a customer or check in with them from time to time then arby's at clinton should just promote the lady who's doing all the work to be the manager and let go of a manager/employee like Doug. Doug has no people's skills, his communiction skills is the worse. He doesn't know how to deescalate a situation but definitely knows how to escalate a bad situation. Doug is rude and doesn't know how to manage if he is really the manager of arby's at clinton night shift. He even taunted me as a customer by I should help them then, so, I told him okay I can help you now since you need help at this very moment and asked him if he is going to pay me, then he responded by saying submit an application then added I am not here to argue.

Arby's Clinton please demote Doug if he is really the manager and promote the lady who is doing all the work to run your business. If you decide to keep Doug then perhaps send him to have an extensive training on how to have a better customer service, communication skills, and how to deescalate an issue instead of escalating an issue and make it worse. Train him as well on how to help with all the responsibilities especially to an area where it is lacking rather than staring at the screen and hiding from customers. This place is a fast food for heaven sake and not a sit-down restaurant. If Doug is truly monitoring the orders that are coming in then he wouldn't have to lie to us by saying that they didn't receive our order. Kuddos to that lady despite of her hectic job responsibilities she still manage to point out to Doug that our order is in their...

Omg!!! Completely dumbfounded by the way Jessica, a manager, just happened to know what was missing from our doordash order before even asking who was calling or what we were even calling about.... I must admit I am continually frustrated at every place that tries to blame these dashers when the bags are sealed and all they're doing is picking up the orders and dropping them off, but today's was completely over the top, to hear on speaker, this supposedly a manager person sit and be so ignorant, and the fact that she magically knew what order anyone would be calling about, and how she knew without us saying what was missing, and insisted that the fries were fresh.... DONE!!! SO over it for this location, completely!!! Bad thing is this isn't the 1st time, but you bet it's THE LAST.... AND until something changes, i absolutely recommend ANYTHING else from ANYWHERE else, even pulling past the golden arches to walgreens if your not in the mood for a big Mac or nuggets, absolutely not returning nor will I recommend a place that treats customers as she just did today.... Someday she'll learn.... or won't To top off her asinine customer service she was heard on speaker by 4 other people, mimic my girlfriend.... call her a liar....change her story more than once..... raise her voice to a customer.... then blame my girlfriend that "she started it".... told my girlfriend to go ahead and call her manager..Brad.... then after all that asked permission to remake the order. My girlfriend's reply "why after that display would i want you to just so you can poop in our food or do something else disgusting to it..." Jessica's sarcastic reply...."Ohhh you can trust me" There is absolutely NO EXCUSE for her appalling behavior...

My wife and I went for dinner last evening. We arrived about 8:00pm and ordered our food. They took our order and we went to the beverage/condiment bar while we were waiting for our food to be prepared. The condiment bar was out of catsup, horsey sauce and arby's sauce. We asked to have someone come and fill them and there was no action on the part of the staff. We waited for a few minutes and then went to find a table to eat. We walked into the dining area and every table was filthy. The chairs/benches and floors were filthy as well. I went back to the counter to ask to have someone come and wipe a table for us. I was ignored. I finally grabbed a few napkins and went to wipe a table for us.

I wiped the table and we sat down. They called my name to tell me that our order was ready. I went to retreive it and at that time I told the person that all of the tables & floors were filthy. That conversation was overheard by some manager looking kid and I was told that they had been really busy and just hadn't had a chance to clean. NOT an acceptable excuse because we had been there for at least 15 minutes by then and I could see that they were not busy and no one was cleaning. But, I could see that there was an awful lot of goofing off going on behind the counter.

Then to make an awful experience worse, I decided to use the rest room before we left the restaurant. Absolutely filthy. I had to stand in filthy water to do my business. The fixtures were filthy and there were no towels to dry my hands after washing. I think that this was the worst experience that I have ever had at a restaurant in my life.

Oh, the food was ok. I have had better at other Arby's...