Arby's — Restaurant in Indianapolis

Placed an order in the app. App instructions are "look for your name at the online order shelf in the lobby" or drive thru if lobby closed.

App said food would be ready at 3:08pm (June 5, 2022) Arrived at 3:10. Lobby was closed so I had to use the drive thru. I figured when I gave my name they would tell me to pull to a spot, but instead made me wait 11 minutes in line for the window for 3 cars ahead of me to get their food.

When I got to the window they asked for payment--undoubtedly the total of the person behind me because they had forgotten I was even there. Once they figured that out, turns out the bag had just been sitting on a counter while everyone else's food was freshly prepared. He asked another associate of it was complete, and they said it was. It didn't even look like it was under a heat lamp or anything.

Commented to the associate that if I have to wait in line just like everyone else, what's the point of the app? "Order ahead and skip the line" is prominently advertised on signage including right there at the window. His defense was that they are understaffed, but that doesn't prevent them from the standard courtesy of having me pull to a designated spot so they could run out the order before it got cold. They could have kept the lobby closed but let people come in for their orders. This all looks like laziness and a lack of clear thinking about customer service.

Food wasn't hot or fresh when I got home (5 min drive). Had to microwave the fries, the portion size of the fries seemed skimpy, the supposedly premium wagyu burger was soggy and disappointing, and they SHORTED me the free classic roast beef offer from the app. Apple turnover was okay.

I would not recommend this location until they are fully staffed.

Forget the wagyu. Nothing special.

I'm unable to use Arby's internal reporting system because I lack an...

I stopped into the dining room on Thursday evening (7/24/2025) around 7:00 p.m. Immediately, I noticed my shoes sticking to the floor. While waiting for the man in front of me to place his moderately large order, I could easily tell they were running with a skeleton crew. I could only see four people manning the entire restaurant. Cars were wrapped around the drive-up, and it was easy to see that the drive-up was first priority, My order was very simple: a chicken sandwich, fries, and a drink. After waiting patiently for twenty minutes, I gave up and asked for a refund. Two young men who came in about five minutes AFTER I did, were finally receiving their food... BEFORE ME! To add insult to injury, I had to wait another five minutes before receiving my refund, with no apology or any kind of recognition. I don't blame the employees, per se. I blame the management (or lack thereof). They probably pay the lowest wages possible, so nobody wants to work for them. The same thing happened at Hardee's just across the street. They finally had to close and that building is now an immediate care facility. Just a couple of blocks west of this Arby's, a recently remodeled Wendy's had to close. They had lousy service too. Now, the place is all boarded up. I see the same future for this Arby's. It used to be okay. Now the place is FILTHY and staffed with slow moving people who don't care. Why should they? The management have placed them in a lousy situation so they can maximize profit. Let's see how...

I am very appalled with this location. We get there and the young man taking our order is very clearly annoyed with us. Talking with little respect. Says the shake machine is down. Okay no biggie. We get to the window and he says he only has one large cup left. Again what can you do, we decide to go with 2 mediums. Turns out he didn’t add our jalapeño bites to our order even after telling him 2 times we wanted jalapeño bites. So we had him add it to our order. We get our order and after pulling away we realise he only gave us one fry. At this point we are annoyed and loosing our appetite. We debate on going through the line again but we had already sat in the line for about 15 minutes with only about 3 cars in front of us and there were another 4 cars we would of had to wait on to get our correct order. We decide to ignore the missing fry and head home. It isn’t until we are home we realise he didn’t put bacon on both of our sandwiches or the sauce on both of them. Our drinks tasted watered down when he handed them to us. The drinks I can get over. The hair in one of our sandwiches however I can not. Didn’t even give us a receipt so I can match what we got to the price. But I did the math in my head and he cheated us about $10 I love Arby’s but the young man working there...