Arby's — Restaurant in Fort Wayne

This was a fiasco. I came in to place a very simple breakfast order. I had to wait nearly 5 minutes until somebody actually acknowledge that I was there. I counted at least four or five team members. No one looked at me or said anything to me. Then a shift manager came up and started punching some numbers into the register and then looked at me and said, “has anybody helped you?”

I told her no. And then stood there and waited while she punched more numbers into the register. She did not take my order. Then a young girl walked up beside her and the manager mumbled something to her. And then the manager looked at me and finally took my order after about three minutes of asking if my order had been taken.

I finally got to place my order and got my drink and sat down. I saw another customer come in and order his food. After nearly 5 more minutes I got up to see him get his food and walk out the door. I could see my order on the screen but there was nobody making a sandwich and nobody was at the front any longer. Finally somebody came up and said we’re sorry were taking so long for your order. Then she left. Finally another person showed up and I just said give me a refund I need to go because I was needing to leave. I got no response.

Another person came up and I said seriously, I need to leave. I need a refund I have no food and I’ve got to go. Again this person didn’t even respond to me and turned around and looked at the back. I walked out with no food and no refund.

I have tried to call the restaurant three times and all I got was a busy signal. This restaurant is very poorly managed by young people who obviously do not care. They will not be getting my business again.

It is not difficult to provide a basic decent customer experience. But the lack of attention and the apparent apathy of this team shows me that they have not been trained well, the restaurant hired poorly, and that customers aren’t the reason they exist. And unfortunately this is a repeated over and over again around the city. At this restaurant is been one of the...

wouldn't you know it, the one time that i do not request my receipt, a normally good experience ... went completely south. not a TOTAL fail, but...

the fries were cold. so i asked for new fresh and hot fries. i did not realize that i had to specify that i did not want all of the 1/2 inch broken fry pieces from the bottom of the bag. they were also over cooked and some were somewhat burnt... because they used all of the 1/2 inch broken fry pieces from the bottom of the bag.

then the sandwich. a simple roast beef sandwich. at least i thought it was. when i opened it up ... onion bun. ok, that i could deal with. then i started to eat it... cheese. nope, couldn't do that. i took it to the counter and the Arby's counter rep was perfectly happy to fix that as well. terrific!

then this...

ME: was i charged for the more expensive sandwich?

ARBY'S COUNTER REP: let me look ...... yeah but the difference isn't that much.

ME: blank stare

ME: BLANK STARE continues

ME: REALLY BIG BLANK STARE

ARBY'S COUNTER REP: would like your difference back?

ME: yes, i would

Then the roast beef was cold. Ugg. So...

I ate my food, threw my trash in the garbage and announced a looked loud 'THANK YOU' to the team... it's been a rough time for fast food, i mean it's been difficult for all of us. they made some attempt to make things right, i was appreciative.

So i dropped my trash, gave the 2 team members that i saw, a wave and a loser louder than normal "THANK YOU".

the response from the 2 ARBY'S TEAM...

I it never fails when I am not supposed to eat fast food my food seems to always have an issue today it's Arby's! And so I order the number five meal with a Hi-C no ice and when I got to the window I asked for Red ranch. The transaction went smoothly, so I thought, I pulled off and started down the highway took several bites out of the burger before looking down to see this undercooked patty.

Totally disgusted I called the store and asked to speak to a manager or a shift lead on duty, I did speak with the person and they made mention that this was the second complaint this week that somebody called about their meat being undercooked so that she's going to have to find a way to turn up the grease to cook the hamburgers thoroughly... First of all how long has this store been open!? Second of all as a manager you should already know the temperatures and how long to cook the food, give me more excuses!!

I did let them know I was coming back in for a remake but I think I'm just going to go in and get a refund 💯 You guys can keep your undercooked food and stale...