Arby's — Restaurant in Lowell

old review* Great customer service. The food isn't always as fresh as I would like for it to be, I like the sliders and I seem to get hard buns more than I get warm soft ones, but other than that very good service and good food. NEW REVIEW 11/2024* Unfortunately, customer service here has gone down DRASTICALLY! I stopped by tonight and order a sandwich and a drink, And ask to talk to a manager who I spoke to after the night of Halloween when I purchased an order for $30, And received something different than what I ordered. I called to talk to the manager, and there was a different manager working who said that he would talk to the manager that was serving me on Halloween and told me I could stop and ask about, Anytime after the following weekend, Well, it is officially been four weeks, And I really wasn’t too worried about it although it was a $30 order. So I asked to speak to the manager, whose name I remembered, Which was also the manager working when my order order was wrong, Although she was a super sweetheart that I get my order wrong, And she was super sweetheart every time I’ve seen her after, I have been there a couple times and have not brought it up simply because it was not necessary, However, tonight I was low on cash and thought I would ask about the order, The general manager got an attitude with me for asking the manager was working that I had spoke to you before, Once I gave her my name, she went and got the other manager, I asked if the manager had a chance to talk to her and if they Had verified my order that I still have the receipt to, To which a very poor attitude, she said no, And rolled her eyes at me, Then the other girl that was working, shoved my food at me said, and by the way, I’m the general manager and slammed the window in my face! I was extremely polite the entire time I was there. And was treated very very poorly by Brittany a shift manager and the general manager who never gave me her name, For simply asking them if they had ever written my name down for the $30 order that was wrong From Halloween. And for the general manager to slam the window in my face and mention how she was the general manager for absolutely no reason, I will not be returning to Arby’s in Lowell. Which sucks because I visit there frequently, And usually, Brittany is a gem, Which is why I remember her name because I’ve actually called and complemented her to the other manager before, Because usually she’s bubbly and smiley, and she made that much of an impact on me that I did remember her name, For her to roll her eyes at me and the general manager to slam the window in my face while stating she’s the general manager, I just felt so disrespected. The last couple times I’ve been there Customer service has been awful, Which is probably because the general managers attitude is absolutely awful, And an awful general manager will only lead to very unhappy employees! That was heartbreaking. But whatever I guess. Will not be going back there again. Just felt like that was absolutely absolutely uncalled for. So I am changing my five star rating 201 star rating and if I could, I would give them a -5 stars. Slamming my eyes for bringing up, their mistake was...

I don't usually write bad reviews, especially local business. This isn't the first time this has happened. I went and ordered food, I was only car in drive through at 5pm. They told me it was 5 minute wait to make everything "fresh" I said ok and pulled aside. They brought out my order. I drove the 2 miles to get home and realized the two sandwiches were lukewarm and they forgot 10 dollars worth of items. I drove back with receipt and asked if they had the leftover items they forgot to put in bag and showed receipt. They said no and it would take an additional 5 minutes to make the order items again. I said ok and took a seat. They never said sorry or our mistake. I was only person in there and the music was blaring from kitchen. So loud you couldn't hear the music in diner area. It was foul music with F word every other word and obscene profanity. Thankfully my kids were not with me. They then said my order was ready and said "here" threw it on the counter and wouldn't even look me in the face and walked away before I could collect my items. They also STILL didn't get the order right but I was fed up and didn't want to wait another 5 minutes for more food. I finally got home and it tasted like actual garbage. Couldn't even finish the sandwich and threw it away. Never again will I eat...

I don’t normally do reports but this employee was beyond rude to my elderly Mother and me in the drive-thru. She wasn’t wearing a name badge so unsure of the name but has dark black hair in a ponytail. Looked kinda short-shoulder length if it was out. She didn’t greet us at the drive thru, and I understand the wind or traffic so she may have not fully heard our order but when we corrected stuff, nicely with respect. She proceeded to scoff, roll her eyes and cuss under her breath with the window open where we could hear her. My Mother then said: I’m sorry dear, I know it’s the speaker and she rolled her eyes again and said Mhm. She then forgot another one of our items and said we never said it and I vouched we said it. She then slammed the window shut and scoffed and said: whatever I’ll just get it and proceeded to just shove the bag towards my Mother very rudely.

This is just unacceptable. When you’re in hospitality service you don’t treat others especially elderly that way and if this is what the franchise represents that’s pitiful and disgusting. I understand we all have bad days, and that can project but there was no need for this interaction to extend for over 5 minutes with the same attitude.

I hope this problem is fixed and addressed. Will be reporting this to corporate as...