Arby's — Restaurant in Lubbock

The location on 19th Street has gone downhill since the last time I visited. I drove up to this store at 9pm and noticed there were no cars in the parking lot or anybody at the drive-thru. I thought it would be a quick trip and that was a huge MISTAKE because I'm currently writing this review at 10:08pm after returning home from Arby's. When I placed my order (after waiting five minutes at the window) #AABYWHVAAJDB I ordered two large combos a Rueben Meal and Loaded Italian along with two cookies and the employee gave me my total and the usual come pay at the window. The employee told me when I pulled around the cookies were out and I said that was no problem. She handed me my drinks and a bag with the food inside. She told me to wait a moment the cookies were arriving shortly to which had me confused but I said okay. I waited at the window for what was probably 20-30 minutes and the drive thru girl never checked by the window. I finally honked to grab her attention and she ignored me. I want to say when this occurred I still was in a good mood and just wanted to say if it was going to take longer I would prefer a refund on the cookies and allow the three cars behind me to get their food. She finally came to the window five minutes later and pushed the bag of cookies at me. I told her she needed to have better customer service next time and she replied " I do have good customer service " " Do you want your cookies or not " I told the sassy girl who is named Felecita a young hispanic girl with long black hair if she was at the window while I waited 30+ minutes for two cookies I would of requested a refund. She was very rude to me said that some "guy" lied about the cookies and I am not sure what her issues were but she also seemed very skiddish at the window perhaps she is new but she needs some training or a new job. When I got home i discovered my order was messed up. I recieved 1 combo correct but with the other i only had my drink and small onion rings (which should of been LARGE) and no sandwhich. I collected myself and drove back to store #5979 and this time went inside. First off the bat the girl Felecita gave me stank eye for coming inside. I ignored it and told one of the employees at the counter that i was missing a sandwich and he said he would get the Manager. The Manager came and I explained the ordeal with Felecita and that my receipt had tons of voids on it. Apparently, they were out of all the ingredients to make the Italian sandwich and Felecita voided it out without telling me. I expressed frustration of lack of communication while waiting 30 plus minutes any time i was at the window she could of told me and asked me if i wanted to order another sandwich to which she did NOT. The Manager Angela was very nice and so was the male employee i interacted with and they prepared my sandwich at no cost and gave me a discount card. I thanked the Manager and she said she would speak with Felecita. I have worked in customer service and business since I was 16 and now I work at Texas Tech University along with students whom I help train in customer service. My experience was a nightmare tonight and I can't believe this experience lasted over an hour on a...

I mean, it's fast food, but I always liked arby's. It's high protein. None of our food comes from a good place. Anymore, I've done trying to eat good food. Because there isn't any left anymore, practically. But I am shooting. For high protein in this house and they have a 2 for 6 menu. S so that is helpful and cheap and affordable. The staff is really nice here. I've never had a problem with them if something's wrong. We'll fix it without complaining. So that's really nice and a change. Cheese sticks. Here are my favorite and the horsey sauce is great if you like horse radish which I love. Sometimes coupons come in the mail for arby's. And they have even better better deals. So watch out for those if you live locally. Marinara and ranch is good with the cheese sticks. And horses sauce or are resource is good with their sandwiches. I'm not a cheese person but if you want lots of gooey cheese that can come on your sandwich too. I believe they have milkshakes if you're interested not the biggest menu of dessert but they do have...

Edited review for 4/12/22 - this location if drive thru only. Service is slow, but they did repeat the order before telling us the total would be at the window. The girl at the window didn't confirm the order - 2 beef and cheddar, French Dip and large potato cakes. When we got home, there was no au jus for the French Dip and all the sandwiches were chinzy on the beef. We had also requested ranch for the potato cakes, which we didn't receive. We normally like Arby's, but haven't been happy with this location over the last 6 months or so.

Recently remodeled. Staff was ok, not the friendliest, but not rude...more just going through the motions. Food was standard for an Arbys - pretty sloppy presentation, meat not evenly distributed. Tables were clean, floor needed to be swept. They have added some new menu items - gyros and sliders. Beware, the sliders are small and they cost $1.59, but if you are hungry, they will cost you more than a sandwich and the calorie count runs about...