Arby's — Restaurant in Fort Worth

We had such a terrible experience at this location. Long story short, we ordered food online and picked it up. Part of our order was missing and we went back to receive the rest. When we returned, Veronica claimed she bagged everything but by the time we were able to explain what we received, she was able to tell us exactly what we didn't have in our order. We reached the window where she blamed us for not getting the rest of our order. She was rude, dismissive, never apologized, and had 0 empathy for the fact that the rest of our order would be cold by the time we were able to get home and eat any of it. The food we ended up receiving the second time was also hard (imagine it was old), along with grease all over the outside of the bag.

After speaking with the District and Store Manager, Veronica continues to blame us - claiming we were yelling and cussing at her through the drive through window - which is absolutely the furthest from the truth. The fact that Veronica felt it was suitable to blame her recent medical diagnosis, difficulty walking around, and having a "bad day" as an acceptable reason for her lack of customer service and to lie about the interaction she had with us is beyond disheartening.

The only reason we came to Arby's was because my MIL, who was also recently diagnosed with cancer herself, and began treatment earlier that day, asked my husband and I to get Arby's for her - which we even explained to Veronica at the window that it was her food that was left out of the bag and it was important to us to take care of her and make sure she receives what she's asking for.

The District Manager, and Abel, were nice enough to replace our order, to some extent. We returned on Wednesday to have our exact order replicated - one where we paid for extra protein, and had minor modifications on some sandwiches (such as no lettuce, no tomato - nothing major). Of course arriving home, our order was again, less than ideal. The protein was far less than what it should have been, and our sandwiches had none of the requested modifications. My husband and I were in the food industry for well over 10 years, it really is the little things - attention to detail and going above and beyond for the customer.

We were, and still are, extremely disappointed in the interactions and treatment we received. Honestly, I expected better but it seems customer service, common sense, and courtesy have gone out the window...

Walked in with no one in the store & still took a few minutes to be acknowledged. The cashier was very nice though. I went to find a table & came across one table that was flooded with trash. (Presumably just pitiful customers that can’t clean up after themselves). I finally went to get my tray after they yelled my name, sat down, opened my beef & cheddar to see it wasn’t my order. I politely waited to be acknowledged at the counter. After another few minutes, one of the employees came & asked me what I wanted. With a smile on my face, I explained what happened, so she grabbed it out of my hand, put her hand in the warmer & grabbed my beef & cheddar. She didn’t look at me or anything. Later, I noticed the cook was in the lobby cleaning while everyone else just sat around. The “pleasant” woman walked around with her stomach hanging out of her shirt which I was really grossed me out. I’m about to leave & noticed that even though the cook was cleaning, nobody felt the need to clean it up. The beef & cheddar had a white bun so it was not cooked thoroughly. You won’t see me there every...

Utilized the drive thru and was quickly greeted. Ordered and then paid at the window... waited over 10 minutes after this for 3 sandwiches and fries with no explanation as to why it was taking a little longer than expected. Got the food all the way home to realize it is of poor quality. The roast beef is thick cut and inedible. The kids sliders looked like something off a warming rack at a gas station. Normally you can mow through an Arby's sandwich of deliciousness and want another but I couldn't even bite through this thing. Sadly this was my attempt to introduce my kids to "ARBY'S! We have the meats!" as the have so excitedly fallen in love with that slogan but they are not impressed with the product and neither was I. From other reviews it seems this location has some work to put in to get up to par with what Arby's...