Arby's — Restaurant in Green

Placed an online pickup order on Thursday 4/27 for 7pm. I placed the order around 6:40pm. It was around dinnertime so it was definitely a little busy and I expected to have to wait a few additional minutes for the rush. The drive thru was wrapped upon my arrival and I went inside to pick up my order. There were only two other customers inside the lobby and it was quite obvious the drive thru had been buckled for some time. Not sure if they were waiting on fries/chicken etc. It was apparent that the backline had to remake food a few times and the employees were cussing at eachother. I noticed that the male and female employee on the backline only had gloves on their right hands and their left hands were actively making contact with the food. I'm not sure if this is the proper glove policy or not, but watching the employees touch their hats/face and then touch food is disgusting and unsanitary. Between the employees cussing and the cross contamination of the food I can say that I'm glad I was not a mystery shopper (assuming arbys still does this). The manager on duty decided to lock the lobby doors at 7:05pm. Not sure what time the dining room is supposed to close. I assume this was to try and prioritize the drive thru. We waited for about 20 minutes past our assigned pickup of 7pm (which I wasn't too upset about) and sadly after checking the bags there was an item missing from the bag after waiting all the additional time. I went up to the counter and mentioned so. The manager was really polite and asked the backline to make the beef n' cheddar and the employee on the backline goes "I COULD HEAR HER." Other employees language, aside from the vulgar language mentioned, were actively making fun of the people ordering, yelling at oneanother for incorrectly bagging food, and the comment that "arbys is terrible and idk why anyone eats this garbage" brought the visit from a already 1 star rating to 0 stars. Aside from the lack of teamwork and customer service, it is apparent that there is a staffing problem at this particular location. I reached out to arbys directly and they encouraged me to come to the store to address the concerns. I don't believe that anything will encourage me to come back here, but I would ask that the store/district manager actively accesses this situation and identify areas that can be improved. Very poor experience all around. When I left the location there was a lady trying to come into the dining room. I informed her that the doors were locked and she proceeded to leave.

**I submitted this same feedback...

I love Arby's! And, I would normally give a great review since I believe they are one of the best fast food chain out there. However, this Arby's in particular on the corner of 77 and Massillon road was not very professional. I understand that things happen that are out of our control, but it's how you handle it that matters.

I stopped by to get some early lunch today but noticed I arrived a few minutes before they opened. So i pulled off to the side and waited till 11am. At 11 am I pulled back up to their drive through speaker and tried to order but no one answered. I waited thinking they were possibly behind at getting started. However, after about 6 minutes no one answered my repeated questions to the speaker. There was a line forming behind me and I began to wonder if they could even hear me so I pulled up to the window.

When I pulled up to the window I saw someone look at me but then walked away. So I waited patiently at the window. At 11:09am someone approached the window but as I smiled and went to say something they walked away again. Confused I continued to wait. Finally at 11:11am someone walked up to the window. I made eye contact with the young man all the way to the window, smiled and went to say something before he walked away again. However, instead of greeting me he just put a sign up on the window that blocked me from seeing him that said they were closed due to illness and walked away.

I understand things happen that are out of our control but a person can still be courteous. If you know you open at 11am have someone on the headset to let people know there's a problem, and if you see someone sitting at the window say something rather than repeatedly walking away, acting like they don't matter, and then covering the window with a sign rather than being friendly. It seems nowadays customer service has really gone...

Thank you for the rudest drive through experience your Arby’s has ever done. And get home to find you also messed up my order. I paid for a double roast beef meal after a long busy day and starving. On the speaker the girl was rude but I over looked it. I ordered at 9:10 pm. The only car in front of me was already waiting for their food at the pick up window. Finally I make it to the window, speak to the girl who ignores me. Then as she walks away from the window that she has left open she yells to her coworkers “why are all these people coming to Arby’s right now? You locked the door didn’t you?” You are open until 10pm with a huge sign that says dining room open until 10 pm. Don’t treat customers like garbage because you are mad at 9:20pm and you still don’t close for another 40 min. I looked at the time because we were already waiting too long. We finally pulled away from the window at 930. Bag appeared normal. Got home to see I was overcharged because I was charged for what I ordered but given a single not a double sandwich and my fries barely half way full. My husband at least got most of his fries and his meal. Don’t complain about customers when you can’t even do a good job at your job to begin with. This girl should be back on the friers away from the public and promote the fryer who was visible but not heard and already nicer than the girl running the window. Thank you for shorting me my full meal causing me to be overcharged and for letting us know that you expect customers to stop coming at least 40 min before closing. Get another job kid…there are plenty of other people who have have better manners, professionalism and skill than her that could be the face of the Arby’s when customers arrive. If you don’t want to work past 9pm don’t work somewhere that closes the...