Arby's — Restaurant in Lewes

This was the worst experience I have ever had at ANY fast food restaurant in the 51 years I have been alive. A simple mistake on their part turned into a total disaster!

My daughter placed a simple order for a Buffalo slider and large Curly fry. When she looked in the bag they gave her a medium crinkle fry so she politely said “I ordered a large curly fry.” The person working the window (Brittany) said “let me see your receipt.” My daughter handed her the receipt that clearly showed she had paid for a crinkle fry ($3.25.) Brittany then said “I have to charge you for the large.” So my daughter said “ok, no problem what’s the difference compared to the medium? “Brittany then said $3.50.”

My daughter clarified “no, I already paid for a fry I should only have to pay the difference.”

At that moment a worker named ANGEL (in a black shirt) came to the window to assist Brittany while the lady in a red shirt stood behind them and did nothing!

I looked at Angel & said “look she didn’t order a crinkle fry and we’ve been over this three times while people behind us are getting angry & honking the horn so please just do your job! Take the quarter, take this fry we didn’t order and give her the large curly fry.”

Angel responded by saying “well next time you need to be more clear about what you want!”

At this point I am furious and told her “I am calling the corporate office as soon as we leave this window and I asked her what her name was.” She grabbed her name tag, boisterously moved her chest toward the window, and said “my name is Angel & you can call corporate all you want! I’ll still be right back here working on Friday, And you can go eat somewhere else next time!!”

I am a registered nurse and I have served customers (patients) my entire life! If I ever talked to a customer like that I’d be in huge trouble! Since I have been on the receiving end of angry customers many times I treat all service industry workers with the utmost respect. I know there is a labor shortage and that working in fast food is hard, but this kind of behavior can not become acceptable because of short staffing.

For me to get this upset and spend this much time reporting a worker is very rare. Currently I have a call into the regional manager for this restaurant. I was offered two complete free meals from the customer service line to keep quiet and move on. But, that is unacceptable. I did not call to get free food. I called because their employee was extremely disrespectful to us and the manager in red stood by silently while the drive through line was held up and we were treated horribly!

All of that chaos, disrespect, and holding up the line over their ordering mistake, a large curly fry and a quarter! It’s unbelievable! All they had to do was take back the wrong fry, take our quarter, give us the correct fry, and we would have been happily on our way.

I will NEVER come to back that Arby’s & quite honestly not sure I’ll go to any Arby’s after this incident.

UPDATE: Today I received a call from an upper manager named Dee at the Millsboro location. She was very apologetic and respectful. She reassured me that she will investigate this incident. I really appreciated her taking the time to talk with me for...

Our drive thru order consisted of over fried curly fries, sour smelling roast beef and a dried up buffalo chicken sandwich. I called and complained to a manager named Sebastian who promptly told me to come the NEXT day for a refund and she would leave a note for the next day manager Andre. When we arrived, Andre was not informed and was put on the spot. He called Sebastian who denied even having that conversation with me. Andre called another manager asking if he can refund us and he said No because it was a transaction from the previous day even though Sebastian said it wouldn’t be a problem- Andre felt so bad that he even offered the $29.70 from his own pocket! Of course I would never take his hard earned money but he made 3 new meals even though we didn’t want replacements. Andre and the drive thru window guy were the only ones actually working. The 2 ladies behind the counter spent so much time talking to each other and not customers that both my husband and another gentleman had to ask if they were even working! Andre deserves huge props for going above and beyond for doing his best even outside of his reach. He is an asset to your company but my goodness the poor guy needs good quality people working with him. He deserves that. Sebastian on the other hand either needs to be retrained or find a new job because she’s not...

The young lady taking the order at the drive thru was rude. I had to wait 20 minutes for 2 orders of mozzarella sticks 2 beef and cheddars 1 vanilla and 2 mocha shakes a coke and when the order was brought out the coke was missing I politely let the young lady know and she responded " okay thank you have nice day." so I went inside with my grand baby and kindly let the manager know I didn't get an item on my receipt and that the service I received from the young lady at the drive thru was poor and she said thank you and that she would handle that. Then as I was getting the drink I noticed the floor area in front of the fountain area had soda spilled by an employee who was just there and she just smiled and walked away. I just shook my head and grabbed napkins and proceeded to wipe up the floor and I guess the sad me cleaning it up and came back and grabbed some napkins and started helping me wipe it up. I said to the employee "You gotta take care of your store." I only cleaned it up so I or my grand baby wouldn't slip and fall. I think corporate should send someone secretly to check the service and cleanliness...