Arby's — Restaurant in Knoxville

This is a review of a Doordash order that I received yesterday from this particular Arby's. I felt that I needed to say something, since the experience was absolutely horrible!

I ordered this meal yesterday evening, hoping to have a really good experience with it. I love Arby's food! Unfortunately, good doesn't even come close to what I experienced with this order last night. Let's start with the main course. I ordered a Double Beef 'n Cheddar meal with Large Curly fries and an Orange Cream shake. The Beef 'n Cheddar looked like the sandwich had just been thrown together. Roast beef was literally hanging out of the sides of the sandwich, and there was more melted cheese on the inside of my wrapper than on the actual sandwich itself. Very poor. The curly fries were also very cold and hard, like they had been sitting in the warmer past the time that they are allowed to be in the warmer. The orange cream shake was already melting in the cup and the whipped cream on top had started to melt. There was condensation all over the outside of the cup, proving my point even further. For anybody wondering "well, did it get cold and stale on the way to your house?", that is very unlikely, seeing that I only live about 5 minutes from the restaurant, and I could see the driver pull the bag out of a hot bag, so it should have remained hot. Unfortunately, the food was already cold and tasteless at the time of making it.

On to the "appetizer" as I like to call it. I ordered a 4-piece Mozzarella stick. These were cold as well. The cheese in the mozzarella sticks was firm and solid. It was not gooey at all when I pulled the first one apart. There was also no provided dipping sauce for the mozzarella sticks in my bag. That would have been a nice thing to include to show that the restaurant went above and beyond with their service. Oh! On that note, I did order ketchup packets as well for my fries from the DoorDash app, and there were no ketchup packets in the bag. Basically, the sticks were cold, tasteless, and the cheese inside of them had already solidified, rather than being fresh and gooey. Another hard fail on their part.

Lastly, I ordered two Apple Turnovers for dessert. I wish I could give an experience as to how these things tasted, but unfortunately, I didn't even receive them in the bag when I got my order. The restaurant had completely forgotten to include them in my order, although I did pay for them. I don't know if they had been out, or if they just didn't want to include them, since the rest of my food was also very poorly made and presented. Either way, it was an absolutely HORRIBLE experience. There's not much more to say about them since I never received them.

In closing, this restaurant is receiving one star because nothing about this experience was even worthy of anything more. If I could have given 0 stars, I would have. This was an absolutely horrible experience, and I will most certainly be contacting Arby's Customer Service line later this afternoon to see what we can do about this mess and hopefully get the matter resolved. I find it very frustrating that a paying customer was treated so...

Went to drive thru yesterday, ordered a meal with a chocolate shake. The girl didn't hear me so I repeated order twice. She confirmed that I wanted a shake but must have hit coke so when I got to window Will gave me a coke. Not a big deal, but I do not like coke. I looked at receipt and saw I wasn't charged for shake to I attempted to let will know and was going to ask for a water or Dr. Pepper instead. He opened window and asked me to pull up since I was done. Told him I ordered a shake and before I could finish he slammed window closed. Then gave the shake and gave me a guilt trip about there being a price difference, I tried to tell him again that I didn't expect anything free but he cut me off again and turned around. Then he waved me off to leave. I told him it would be nice if he would let me finish a sentence and he said "yeah ok have a goodnight" still not letting me finish what I was saying. This is absolutely disgusting customer service. I don't appreciate the way he made me feel. Ruined my entire meal. I also work customer service so takes a lot for me to complain. But this was unacceptable. I called to speak to the manager and the employee who answered told me it was Will which is the same man who caused the issue in the first place. Not that it matters, but ill never return to this Arby's and don't recommend anyone else...

To whom it may concern,

I am writing to express my concern about the service my wife and I received during our recent visit to your restaurant. Unfortunately, the person running the cash register seemed very unhappy to be there. Whenever anyone asked for anything extra, she would sigh or say "oh my God."

I have never understood why someone who obviously dislikes people or her job would be placed at the front. The other staff members were working very hard, and the food was great. However, I observed and heard the young lady at the front almost throw sauce packets at one gentleman. She was rude and arrogant with several customers, including myself. This behavior ruined the mood of our meal, and it seemed her coworkers were afraid of her.

My wife and I have a combined 20 years of experience in restaurant management and customer service. We understand that customers can be difficult, but in this case, the issue was clearly with the young lady. My recommendation is to remove her from the front.

Thank you for your attention to this matter.

Sincerely, Alan Spence

Arby's Management never reached out. To bad that they don't care. Name may end up like IHOP having their building turned...