Arby's — Restaurant in Rowlett

I am giving 2 stars only because of my previous good experiences at this location. I work in Rowlett and normally, the service is fine and the food is a good value. However, my visit on 5/16 at around 11:15 AM was terrible. Despite a short line, I waited in line to order at the front register for close to 15 minutes and eventually just walked out. There were only two customers in front of me (one had children they were ordering for as well). One employee was responsible for taking care of the front register and the drive thru apparently. His focus was on drive thru and not the front register. We were clearly not the top priority because each customer was waiting a long time to get helped while each drive thru order was attended to promptly. The family with children in front of me was Spanish speaking and the employee was having trouble communicating to them about what they could and could not order. He asked his colleague who spoke Spanish who was cooking the food to translate something for them, and then he left to take drive thru orders. He must've taken at least 4 drive thru orders and did not return to the register to help them even though they were waiting to order and just needed something communicated. This lasted for around 7 minutes and he continued taking drive thru orders and not coming back to take the order of the Spanish speaking family in front of me making them and me wait. I finally had enough and left as I didn't have all day and there other options in town with much better service. I understand restaurants are short staffed these days but it is unacceptable to just abandon your front register customers and waste our time. I doubt I...

Still have heard nothing. Don't be fooled when it appears like owner is reaching out to make things right. Zero response since I twice filled out followup link.. READ FOLLOW UP AT END- DESPITE RESPONDING TWICE IVE HEARD NOTHING DESPITE OWNERS RESPONSE TO MY REVIEW SAYING PLEASE ADD MORE INFO-- Came in today at 500pm - not busy-no one in line at drive thru. Waited 15 min on a $56 dollar order and two of the new burgers -the main reason we came - were left out of my order About $15 worth of food I didn't get. The food I did get was cold the drinks flat. Fries were half crinkle half curly in each container and cold. There were no other customers in front of us. So 2 people in my family had nothing but cold mismatched fries and flat drinks for dinner. Once I got home and realized order was jacked I Tried calling. After 30 minutes I got a person whotold me no Mgr was there. You could hear him asking someone what to say. The other person was being rude about it. I was told to call when an mgr was there about refund. I know.... but when u pay 60 bucks and wait 15 min u expect your order to be right. Throwing 15 away I could spend on gasoline FOLLOW UP. Notice after each negative the owner "reaches out to customer" for more info. I HAVE RESPONDED TWICE TO THE LINK - HAVEN'T HEARD A THING EVEN THOUGH EMAIL SAYS WE WANT TO MAKE THINGS RIGHT. SKIP THIS ARBY'S- THE OWNER ACTS LIKE OUR FEEDBACK MATTERS BUT IVE HEARD ZILCH SINCE I...

I went to get the Diablo dare promotion which offers a free milkshake because it's super spicy. This location doesn't have a milkshake machine but you will have to pay full price even if you are not getting one of the items promised in the promotion. I got the brisket sandwich which is ok but overpriced. It is spicier than most fast food but not spicy enough to need the milkshake. My low grade is not about the sandwich but about the location. If they don't own a milkshake machine they should tell you that when you order and offer an item with a similar price to the shake instead.

I followed the link that the owner sent and submitted the form. I will let you know if they contact me for follow up.

Update: I didn't think that somebody would contact me about my review, but they did. It seems that Arby's knows that it takes less to keep a customer than to get a new one. They contacted me, sent me some coupons for free meals, and then they contacted me again, to see if I was satisfied.

My review went from 2 stars to 5 stars, best Customer support I've received from a...