Arby's — Restaurant in Columbus

Worst Experience Using a Gift Card—Wasted over 2 Hours and Still No Resolution

On Friday, August 8th, I received a $15 Arby’s e-gift card (with QR code, gift card number, and PIN) intending to order online as I always do and use Arby’s promotions. The website had NO PLACE to enter the gift card. After searching, I called the Midland’s Commons Arby’s—spent about 10 minutes speaking with a male employee who was uninformed and even mentioned DoorDash, which I hadn’t brought up at all. He then spoke to a manager but still couldn’t give me answers on how to redeem a gift card online.

I'm not sure why Assistant Manager J. Evans is in his position. He is not assertive, not solution-oriented, proactive, personable or helpful. He is an expert if he were an inanimate OBJECT. When I double-checked the gift card email, I realized it could only be redeemed in person—meaning I lost out on all online deals like $5 off, 20% off, and BOGO.

I printed out my gift card and physically went to the store (since we always pick up online and use promos). I presented BOTH the paper printout and my phone, showing the QR code, card number, and PIN. Assistant manager J. Evans and all the other employees couldn’t figure out how to scan or redeem the gift card. Evans blamed a broken scanner, but I watched him help other customers with no problem and the store wasn’t busy. No one gave me an error code or any specific explanation. I offered to let them try scanning from my phone but got the same result: nothing. Not one employee could give me info to relay to the corporation customer service agent or offer a concrete solution.

When I asked for the exact error message, I was told nothing showed—just that it wasn’t working. No one tried to manually enter the card, and there was no ownership or empathy from staff. I would have had more respect if someone had admitted they didn’t know and offered to escalate the issue.

Out of frustration, I called corporate and spoke to Martin. He was nonchalant; I had to prompt him to even collect my info and the gift card details. He opened a trouble ticket but gave no ticket number or timeframe for resolution and offered NO apology or compensation for my wasted time and inconvenience.

I wasted nearly 2 hours. Because your staff couldn’t process the e-gift card and I only had cash (no debit card for online deals), I bought just 3 of the 7 items I planned—losing out on sales and deals. Staff was indifferent; there was no empathy or even basic courtesy.

Arby’s not only lost my business but also my trust. I’ll be sharing this on other social media outlets. If you care about your time, skip this location and think twice about using an Arby’s...

We almost always get fast food to go, including this Arbys. The drive-thru here is ABYSMALLY sloooow! Yesterday, we got in short line...i.e only 1 pickup truck ahead of us. So thought that perhaps getting our order sooner(but still dlow) was possible.

Well, we waited behind the truck for about 20 minutes...and bc noone had yet even taken his oerder he just drove off. Then we waited about another 8 minutes and still noone had even spoken to us via the squack box. So we too just drove off...and now there were 2 card behind us...I'd be very suprised if they got any response either.

This location will surely soon go out of business if they don't address the glacial drive thru wait times. Also Arbys made a big mistake dropping the potato cakes, and replacing it with crinkle fries no less. That's not going to go well either, as many people we know, and us, the potato cakes were a big draw to us...fries you can get everywhere...especially bring replaced by horrible crinkle fries, which can be found everywhere...unfortunately.

Can't wait till Culver's opens up...which will kill Arbys both with service & food quality! It's sad really as Arbys was always a good change of pace from other comparable fast food eateries. This Arbys location however is slowly...

If I could give a 0 I would. Horrible experience. First time going to Arby's on flatrock. Went through drive thru, ordered, lady at window was very nice. Get home to find they forgot one of my sandwiches and food was extremely cold. Go back up to Arby's and dining area was closed. Go back through drive thru, inform them at the intercom they forgot my sandwich and food was cold as if they just took it out of the refrigerator. I get to the window and the lady that was nice before now has an attitude. The manager comes to the window and asks me why I didn't come to the locked door. I said I did. She then tells me they always recommend customers check they're bags before they leave the window. She says she'll get the sandwich they forgot. I asked if they could replace my whole meal due to it being cold. She proceeds to tell me that if I would have waved my hands at the locked door my food wouldn't have been cold. They replace my meal, forgot two items this time, and food was still cold. Worst fast food experience I've ever had. Will not be returning and in high hopes that store closes down due to the...