Arby's — Restaurant in Collierville

Since COVID this place has been even worse than before. You can see the employees are uncaring, don't want to be there and are not being managed nor trained in customer service. They are routinely out of products and the brisket is like eating shoe leather. While I have continued to patronize the store, it's unbelievable how bad the service and food quality has become after 5pm....i haven't been there for lunch in 2 years. Arby's in other cities is good, even great... Collierville location should simply shut their doors and tear down the building. At our last trip we ordered a Ruben, a Brisket and a large Beef and Cheddar with fries and two Mac and Cheese.... the masked drive thru girl was touching everything without washing her hands and the mask was below her nose(rendering it 0%effective instead of 22%) and was asked if there were three correct sandwiches in the bag. To which she said (almost imperceptible) yes. We looked and there were three (we didn't open each one and check, so shame on me) then drove home 5 miles away to find no Ruben and a small Roast Beef in its place. I tried to call, three times as I drove back with no answer.... Pulled into the drive thru was told to pull up and given the Ruben.... (I think it was the one that they forgot because it ended up cold and not very good). I'm done with Collierville Arby's until it's restaffed with competent management. [I have several years of fast food service / management in my job history so I'm familiar with how it works.]. Additionally I tried to send in the survey and the qr code was not working so I went to Google...

The ONLY reason I even gave two stars is because they made my roast beef and cheddar exactly how I asked but then again they only made it just how I liked it was because after I explained simply, medium roast beef and cheddar with extra cheese and red ranch on the sandwich as well as in a cup on the side" I swear those were my exact words were to the T what I said and I was told with a nasty look and a wobbly head that I needed to explain what I want in a way that made sense because I confused her, and this female was a manager!!!! I asked her I don't think I could dumb it down much more than that and said, I. Would. Like. A. Medium. Roast. Beef. And. Cheddar. With. Not. Just. Red. Ranch. On. The. Sandwich. But. Also. In. A. Cup. On. The. Side. Did you understand that or should I just go back there and show you step by step exactly what to do? She told another boy to come over there and take our order she couldn't do me she had just got back and she wasn't dealing with me... I know that my response to her was quite mean and I said, purposefully, to make her feel like an idiot but especially as a manager she had no right at all to talk to me like she had and my order WAS spoken in simplistic terms that anyone could understand. Btw the teenager who took our order because she "couldn't do me" was able to understand my order without any problems...

Nice location. I have ruminated for years about the big food franchises, most notably is how well the various processes should provide consistent experience and product, regardless if sold in Dayton, Ohio, or Daytona , Florida. The framework of food franchises, no,... all franchises, are similar pricing, specials amd sales prices signage, floorplan, dress code and/or uniforns....All of thesecarefully formulated to give the franchisee the best possible opportunity for success. Impressive, and on a ginormous scale. The bottom line, though, is not repeatable, and without regard to how the tangible cookie-cutter behemoth corporations have yet to mass produce...and actually drying up towards a foreseeable extinction. You know what I'm alluding to.....qualiry, service oriented, expedient human beings. It is a law of the universe , well , in my cognition that yes, "It's the product, stupid." But is not the staff part of the product? This Arby's is a fine example of maximizing all resources. The human factor, in my opinion is the linchpin for unregrettable patronage and loyalty. Without the right, incredible people, the endeavor is a failure, if not...