Arby's — Restaurant in Cookeville

EDIT: Went there again today, several years later, and was not only disappointed but highly concerned got public safety. My partner and I stopped at around 4:30 and ordered a burger with only lettuce and a buffalo chicken sandwich. The person at the drive thru originally apologized and said they were out of lettuce, which I was totally fine with, and then a few moments later said "Oh, actually....nevermind, I'm sorry, we do have lettuce". Apparently, that really meant 'we have bad lettuce we weren't going to use but someone decided to anyway', because my partner thought the sandwich had a pickle taste and assumed someone put pickles on and removed them. She took the bun off halfway through eating and found a slimy black piece of lettuce. She has a weak immune system and is disabled because of her digestive tract, so something like food poisoning could be extremely dangerous to her, let alone whoever else they decided to serve that to. Keeping my previous review as well, because it was excellent service a few years ago. Mackenzie was working the counter when we went in (what her name tag says) and gave some of the best customer service I've ever had at fast food. I went with my fiance and her grandmother, both very picky eaters, and she had SO many awesome suggestions for things they could eat (along with memorized prices after tax). As soon as we were taken care of, she started bustling around helping the other employees. I don't usually write fast food reviews, but her service...

Ordered online. Got there to pickup order. Talk to girl at counter when picking up order. Asked for napkins. Got all the way home (15mins) to find no turkey wrap in there but both drinks, ff and other sandwich. Called store, rang 10 times, no answer. Got in car to go all the way back, called again, someone answered, told him what was missing. He said they were out of turkey. None of the employees said anything when I picked up the order...never said it was missing, never asked me if I wanted a substitution, all of which could have been done at the time I talked to girl at counter. All they kept saying was that it was an online order...doesn't matter! It was paid for in advance...ask me if I would like a substitution, ask me if I would like a refund, try to upsell my order. Told the guy who answered the phone what I would take as a substitution and I would be there in 10 mins. Got there, had to explain substitution to same guy who hadn't put in what we discussed over the phone, 10 mins earlier, so had to wait to have it made. Got home with sandwich but now fries are stone cold and drink is way watered down. Where is the shift manager to resolve this? I was told I could ask for a refund online...problem is, I would have no proof that I hadn't gotten the sandwich. I have worked fast food for 10+ years. This is unacceptable customer service on 2 employees parts. I will...

I have to give credit where credit is due. I’ve eaten lunch here at the S. Jefferson location about four times in the past three weeks and keep coming back because the service is excellent! Even when the line is wrapped around the building, I’ve gotten in line, ordered and received my food within 5 minutes, tops, each time! Super friendly folks and the food is always fresh and delicious! Give them all a raise, because service like this is hard to come by!

UPDATE 4/14/23: I’m retaining the 5-star review as this location continues to offer stellar service! However, I do have a corporate-wide complaint about the downsizing of each fry/drink size. At first I thought I was being told wrong at this location and lowered my review, but after experiences at other locations and reading complaints from others in different areas, I’ve learned this is apparently a corporate decision and will this restore the fifth star. So my apologies for believing this was y’all! I do wish Arby’s would reverse this decision though....