Arby's — Restaurant in Florida

Complaint Regarding Poor Customer Service at Arby’s on August 15, 2024

Dear Arby’s Customer Service,

I am writing to express my extreme dissatisfaction with the service I received at your Port Charlotte location on August 15, 2024, between 3:15 and 3:27 PM.

I went through the drive-through and placed an order for a Number 2 Double with cheese sticks and a Dr Pepper. The employee taking my order mistakenly repeated back to me that I wanted a Number 1. I corrected her immediately, stating that I wanted the Number 2 Double with a Dr Pepper. She proceeded to tell me they were out of Dr Pepper, and my choices were Coke, Diet Coke, Root Beer, or Mello Yello. I chose a Root Beer, and the employee asked if I wanted it large, to which I agreed.

When I arrived at the window, I paid for my order with my credit card and was asked if I wanted a receipt. Unfortunately, I declined, not realizing it would be a mistake.

The gentleman at the window then informed me that they were out of Root Beer and that the only available options were Diet Coke and Mello Yello. I opted for a Diet Coke. However, when he handed me the drink, I noticed it was a medium size instead of the large I had requested. When I pointed this out, I was told that the medium cup I received was, in fact, their large size, which was clearly not true as I could see larger cups available at the soda machine.

To make matters worse, when I received my meal, I found that it included curly fries instead of the cheese sticks I had ordered. I tapped on the drive-through window to get the young African American employee’s attention and informed him of the mistake. He took my bag of food and then returned it, leading me to believe that he had corrected the order. However, he insisted that I did not order cheese sticks, denied that they were part of my order, and then slammed the drive-through window in my face, leaving me feeling incredibly disrespected and upset.

This experience was one of the worst instances of customer service I have ever encountered. I understand that mistakes can happen, but the way this situation was handled was entirely unprofessional. The employee's attitude was completely unacceptable, and it has left me questioning whether I should return to this location or any Arby’s location in the future.

I want to be clear: I wasn’t upset about the order getting messed up at the drive-through. I wasn’t upset about the lack of soda options or receiving fries instead of cheese sticks. What truly upset me was the employee’s attitude and disrespect. A simple explanation or offer to rectify the mistake would have sufficed. I would have gladly paid for the cheese sticks if necessary. The issue was made significant by the employee's dismissive and rude behavior.

As someone who works in customer service, I take the treatment of people very seriously. I hope that you will address this issue with the staff involved and take steps to ensure that no other customer has to go through a similarly frustrating experience.

Thank you for your attention to...

Went through the drive thru after waiting at the order board for 9 minutes. The girl took my order and I get to the window there's a guy he takes my card and I pay. I ordered a roast beef classic, crinkle fries and Mac and cheese bites. The cheese bites weren't ready, was asked to pull to the front door. Sat there for another 10 minutes. Had to go inside to get my food. Finally got the guys attention and was told my food was given to me. I said I wouldn't be standing inside if I had received my food. He asked what I ordered I told him, he went and filled my order and off I went to go home. Now, I am a Type 1 diabetic I needed to eat lunch so ¾ of the way home, which is 8 minutes down the road. Reached in for a couple of fries only to have luke warm, unsalted crinkle fries. I get home and sit down to eat only to find that my roast beef is sliced like deli meat not shaved as it has always has been. It really makes the sandwich not very good. And the crinkle fries were a ⅓ over fried curly fries. That was gross. The mac and cheese bites were cold. This was the first badeal I have ever gotten at this Arby's. My go to Arby's. Well now that has all changed. I may try a different Arby's in the not so near future.

Very...

Very good place to eat the second time around after I mess up on the order they made it right but forgot the drinks. The second time first time was an online order. Didn't know if they were coming or going second time everybody was polite. Manager. Cameron contacted me personally? To make sure that all my food needs were met. Talk to Charles on my approach in to. Get redeemed for the food that they restauran. And the shift manager forgot my drinks delivered. My food was very polite but still forgot part of the order. Overall 4 stars all the way around I did call. They're making up for the drinks which shakes milkshakes that is 4 stars all the way around I did call. They're making up for the drinks which shakes milkshakes that is tod enoug 4 stars all the way around I did call. They're making up for the drinks which shakes milkshakes that is t 4 stars all the way around I did call. They're making up for the drinks with shakes milkshakes....