Arby's — Restaurant in Phoenix

Well, apparently employees aren't allowed to answer the phone anymore because there is too high of a call volume of complaints and they'd never get any other work done. Oh wait, they don't do that anymore either. But they sure do know how to pick up the phone and hang it up on you! Must be included in training these days...so my guy stopped at this Arby's on his way home from work last night (a job where work is still a thing) to pick up dinner for himself and me. I am in the hospital, so I was doubly excited for what was supposed to be super delicious food. Well, when they get the ENTIRE order WRONG, there goes the excitement and the deliciousness. First issue was their advertising. The website AND the app for that specific location advertised the classic roast beef sandwiches as 2 for $6. They said that it wasn't correct and that it was 2 for $7. That's false advertising...and illegal. They should have honored the price and either fixed it on the app and website, or explained to every person that there is a discrepancy BEFORE they order. Then I couldn't find "the meats". Isn't "We have the meats." their slogan? The 2 sandwiches put together wouldn't have even been enough meat to make what used to be their "original" classic roast beef sandwich. Next issue is paying over $9 for a cold turkey sandwich and not getting it to order. I ordered extra ranch, the sandwich slip had XT prm pcorn rnch on it, but absolutely zero ranch. Not even what would have been a "normal" amount. It didn't say ZRO prm pcorn rnch, or NO prm pcorn rnch, but XT prm pcorn rnch. And again, where's the meat? The tomato was very mushy and almost nonexistent. The bacon was very thin and looked undercooked. It used to be nice, thick, and crispy bacon that you could see, feel, and taste. The lettuce passed, albeit barely, and the bread was way dry. The only thing they got right was the "no onion". I guess maybe that counts for something....?? Ordered curly fries too. The bag must have eaten them on the trip from the restaurant to the hospital because those weren't there either. So anyway, I decided try to call them first and give them the chance to make it right before leaving a review. I mean, come on...no one is perfect....everyone makes mistakes. And apparently there are just some super special folks out there that can manage to get only one thing in the entire order correct, instead of maybe only getting one thing in the entire order wrong...After more than a dozen pick-ups then immediate hang-ups, I decided to tell the world of my displeasure. I really miss the good old days where people actually took pride in their jobs, were thankful to actually have a job, and knew how to put effort into making the food something they themselves would actually want to feed to their friends and family, or eat themselves....

We have gone to this location for most of the 20years we have lived in this area. However, in the last 3 or so, the service has continually denigrated to a DISMAL level.

Each of the last 6 or so times I have gone here for a quick meal when necessitated, it has been an absolute failure on this staff's ability to get an order right!

Today I ordered a French Dip Combo and 2 Ruben Sandwich's. I asked for potato cakes as my accompaniment to the combo and asked for a large order. Jaysen stated it comes with a medium size and when I had inquired with 'Jaysen' how many cakes were in a medium order he advised 3, which I said was fine.

When I attained my order (Drive Thru) I checked the bag as I didn't feel the box that the French Dip had historically came in, and asked Jaysen if everything was in the bag. He stated yes and I realized that the French Dip no longer was packaged in that box and thought all was OK.

However upon arriving home and unpacking the 'dinner' with my other 1/2 it was noticed there were no Potato Cakes, only crinkle fries, which I heard an earful for not getting what was requested for dinner, and due to our continued unacceptable experiences with this Arby's...WHY I DIDN'T BETTER CHECK THE BAG TO ASSURE WHAT I HAD ORDERED WAS THERE!!!!

Never again will I chance the incapability of this locations to get an order correct. Calling and speaking to 'Cassandra', the "Manager", seems to be the crux of the issues with this location. She only wanted to deflect the issues brought to her attention and was insistent on making excuses for the incompetence of her staff.

I actually Managed Arby's 30 years ago, and foodservice for 22+ years and it was always my adamant standard, that my staff was a direct and resounding depiction of my Standards and Competence as a Manager. It was my HIGHEST responsibility and requirement that my staff conduct their work at the highest level of competence, accuracy and accountability, anything less was MY FAULT. I rarely ever failed this standard, and when anything remotely close to a failure I assured that was corrected immediately, as aggrieving a customer in ANY MANNER was unacceptable, and again, MY failure...

We came through the drive through tonight and ordered two deep fried turkey sandwiches, a sweet potato fries, 2 shakes and a cherry turnover. One of the sandwiches was without lettuce or tomato and mayo on the side. When we got home we discovered we had two deep fried turkey clubs. I called and spoke with Raymond telling him I ordered two turkey sandwiches and he said which ones, we have several different turkey sandwiches. I guess that's what the girl who took my order should have asked me. But I digress, he told me to come back through the drive through and give them his name. When I returned with the wrong order in hand he asked me what I wanted again, I told him two deep fried sandwiches one with no lettuce or tomato with mayo on the side and a large sweet potato fries. When my order was ready I asked him for 2 sodas for the trouble and he told me that he had already gone above and beyond by giving me the waffle fries. I told him I had brought the fries back and did he really expect me to eat cold fries because they messed up my order. He then told me that it was Arby's policy to only compensate for their error. I asked if he was going to compensate me for the gas and time I wasted due to their error and told him to forget it. I really hope the less than a dollar he saved in cost of 2 sodas was worth further pissing off a customer who was already put out. I wish this was the end of the story but no upon returning home both of the sandwiches had lettuce and tomato on them. Luckily my partner isn't allergic to tomatoes so he pulled them off as you can see. You have a superstar working for you Arby's stepping over dollars to pick up pennies. Good...