Arby's — Restaurant in Phoenix

This location has no customer service skills. Poor management, and bad racist like attitude towards African Americans, I said it. I was having an issue with an employee being rude to me. I asked her why I had to move up if there were no cars behind me to receive my order, she left the window, I sat there for 20 seconds, and then I moved up, and she came out the door and handed me my food 10 seconds later, she’s going to tell if you moved up when I told you too it will make since why I asked you to pull up instead of just saying hey our drive thru time is affected. I had a young black male stop, and ask me what happened there, and said he worked at the Jack in the box next door, and that’s why she wanted me to move out of line without actually having my order. I parked my vehicle, and I walked in to speak to a manager to tell her about the girl young girl with glasses (today October 3,2023 around 4:00pm) had said outside. As I walked into the facility, She immediately was like “Hi how can I help you?” as if I had done something wrong to her already. I said to her is the store manager in, she said no but I’m available etc, i then said your employee that’s erred me has a bad attitude, she interrupts me, and starts talking saying “why cause she asked you to pull up”

instead of listening to what I had to tell her about what the employees said to me outside, and how she was frustrated already that I didn’t want to pay $3 extra for a small sprite, and asked her (the manager I’m now speaking with), to come take it off. She didn’t let me get to none of that, because instead of her taking an opportunity to listen, all she saw was my skin color. I immediately walked out of the facility, because as a manager with years of experience I know how important it is to hear a customer speak, regardless of any situation. If she allowed that to happen to me imagine how many customers get treated unfairly by the location, it’s poor management, it starts at the top. I will never go back and I hope someone reads this at their...

I particularly like this location a lot. The food is always delicious and the service is fast and friendly. Can't really say much else about a well-oiled machine, but this Arby's is top notch in most Corporate Arby's standards but it does lack some stability on the evening shift where ticket times are not a target any longer (they just have you pull up past the drive thru near the front door and bring it out to you so that their ticket times don't reflect negatively and this is a HUGE brand no, no as they are supposed to be thrown a curve ball every now and again and the game is not best ticket time of the day, it's average and this is inadvertently creating unreasonable metrics that create pressure on other shifts, with restaurants that are pressured to speed up their speed of service errors and quality will be the first to lack. Hence why this is not a five star). That is very rare for me to say, but working extensively with Arby's in my career previously as a director of operations role (franchise setting) and doing many audits. This location is particularly clean and is highly efficient with order accuracy, and from a brand standard they are solid. This location does lack a few of the AOR essentials due to some bad habits being embraced as positive shortcuts but in reality it's about trusting the build to process and letting the one off tickets go as long as they are needed. This is not me being critical but this is simply a review in regards to what great restaurants do and what good restaurants to and this restaurant is right on the cusp of being great but needs to get there management team at night on the same page about what really is important and not making yourself look good on paper because when it comes down to an audit you can't fake ticket times and the auditor will get you every time. Might as well do it right the...

Do not pull into this parking lot if you're having car troubles. My truck's power steering hose started spraying fluid and I had to get a friend to come help with repairs. While I went to the parts store my friend moved the truck into the shade close to Arby's back door, keeping the hood up to indicate we were trying to repair it. Two employees came out to check things out but didn't say anything to him. However when I returned from the store 30 minutes later, after he'd already gotten under the truck and begun repairs, a younger gentleman came out telling us "You can't be close to the door. It's not gonna happen." Not sure what he even meant as repairs were already happening...

When I said as much back to the guy he told me I copped an attitude and then proceeded to call the police, who of course never came. We were not interrupting the flow of business at all. Dude acted like we wanted to be there working on the truck inconveniencing him in some way. We even planned on getting dinner from the Arby's until dude came out and harassed us. Instead one employee on a power trip lost our business and our respect.

Maybe next time ask us if we're good, offer some water or to call a tow truck. Literally just be a decent person. It's not that hard. I love supporting my community and this location has great ratings but I'm not interested in eating there now.

It's worth noting my friend is straight and masculine looking and I'm a man with painted fingernails. I'd like to think that didn't play a role in the interaction but I try not to be naive. Implicit...