Arby's — Restaurant in Lebanon

I went in tonight to get a correction done on my order that was done wrong the night before (12/5/23). Going through the drive thru I tried explaining that Amber had taken my name and number down the night prior and told me to go in explaining why I was there. Shuntay is who spoke to us through drive thru tonight, and was extremely rude. Yelling on the mic “who’s Amber?!” I assumed shes asking me so I try to tell her that’s who I spoke to yesterday but she rudely cuts me off and saids “come inside” and seems to walk away. She didn’t care to ask if I could come in nor act like she cared why I was there. Going inside I was helped by Carrie “Cat” whose name tag showed to be a shift manager. She was extremely helpful and nice, she kept apologizing for Shuntays rude way of being after hearing us complain about her lack of professionalism. Carrie seemed to be trying her absolute best to have the shift work smoothly between front and drive thru. There was only one other order in dining room side with us waiting for food. Carrie seemed to have gone to the back. After 20 mins of waiting I stood up and Shuntay starts screaming at everyone asking “who took these people order and not give them the food, who does that?!” Then goes on saying the other customers name saying how he’s here every night and never has to wait 20 mins but doesn't care to see that MY order was before his and we’ve also been waiting over 20 mins. Shuntays decides to get the other customers order done first and make us wait even longer for mozzarella sticks that she gave to him instead. She continues yelling at Carrie now on how she didn’t communicate that someone had ordered food on dining. First of all; I was a manager myself at an Arby’s in Chicago and know that no one has to tell you about an order that occurred, you simply look up at the screen that gives you the exact detail on what was ordered between dining room and drive thru and do it. Second of all, yelling acting like you’re management doesn’t help anyones situation ever. She’s simply standing her with her phone on her hand while she’s yelling at everyone.

Now that I own a business, I forsure want to make sure my employees are representing my company with high standards and treating every customer equally and with respect. I’m really sorry that tonight’s staff have to deal with Shuntays rude and disrespectful way of being and customers encountering her have to deal with her unprofessionalism. This store needs to do better. Tonight’s shift seemed extremely stressful, and I know how one persons actions can affect the sales for the shift. I’d like to thank Carrie again for her hard work and patience.

*ive already submitted this through Arbys...

Jasmine took our order at the window. I ordered a classic beef and cheddar and a crinkle fry, and two classic regular roast beef sandwhiches with a crinkle fry. She interrupted between the first crinkle fry and the 2 classic roast beef’s to ask what I wanted to drink with the first meal. I told her I didn’t specify because I didn’t want drinks. I then asked and repeated the order to ensure she got it right. She said yes gave me my total and I pulled around. When I got the order and made it back on the road lo and behold it was 3 beef and cheddar sandwhiches in the bag with a regular crinkle fry and a large crinkle fry. Getting orders wrong in this industry has become too common. From now on is the consumer should just pull up and say surprise me when ordering. Also from now on I’ll immediately charge my card back for not receiving the services I wanted and the places can deal with the lost money and my bank. Most people would say “eat at home”. Normally I do but sometimes the consumer would like to just grab something and go or while on a road trip like us when maybe we don’t have access to a kitchen at the moment. Point is we the consumer should get what we pay for. This happened on 11/28/23 at 1:59pm and again the window person was named Jasmine however the receipt says “Micheal” but it was definitely a tall lady at the window and a lady that took the order through the speaker. Fast food please get it together… please. This happens more times than they do get my order right not just here but everywhere and I only eat out very rarely. If you are going to charge this much for “fast food” then GET....

I put in a mobile order for the main st Arby's in Lebanon, when I got there they had me wait at least 8 minutes in the drive through before they offered to take my order. I let them know I had already ordered online and was just picking up. When I got to the window I was then asked which delivery service I was there to pick up for, I again told them I was there to pick up my own order that I placed online. I was then told they didn't have any mobile orders in their system, confused I checked my bank and did infact see the charge. I let them know I had been charged and I plac d my order nearly an hour ahead of time. I was then not so politely told that they didn't have it in their system and they just can't hand out food... A more professional way to handle the situation would have been to ask if I had a confirmation number for my order... But instead I pulled out into the parking lot and started to contact the mobile customer service line. I then thought I should at least check my email to see if I had a confirmation number and did infact have a confirmation email in which I found the mobile system had sent my order to a different Arby's across town. not too happy with the mobile service or the customer service of the main Street restaurant in...