Arby's — Restaurant in South Hill

This is normally one of our favorite places to eat! We love the service, food and environment! Tonight however we ordered one of the Wagyu Steakhouse Burgers and halfway through realized the burger was pink. After my food sitting on the counter for too long this was kinda the last straw for me and I took it up to the counter and requested a refund. The manager asked for my receipt and while I was in the lobby asking my husband for it she was back behind the counter telling the employees that I wasn’t happy with my meal. When I came back to the counter and informed her that the employee that took our order hadn’t provided us with the receipt she tried telling me she couldn’t refund my food without a receipt at first, then as she was refunding my order she had a very apparent attitude so I requested the corporate number. Which she got more of an attitude and informed me that she would give me her district manager’s number! She handed me my receipt as she ordered one of her employees to text her manager and inform her that I would be calling. Didn’t give me the number and said I could call the number on the receipt! That number is the number to the store I said and once again requested the corporate number! She then got increasingly upset and wrote the number down for me! As I waited for my husband to finish his meal I heard her continue to discuss the situation with her employees! First of all this manager is supposed to set an example for these employees on how to behave, second when asked for the corporate number it is supposed to be given and third we have all been taught not to eat pink meat from fast food restaurants! I did call corporate and was informed that the burger is served pink for everyone’s future reference! We own our own business and know the importance of customer service and I was appalled at the behavior of this manager! I even tried relating to her in an attempt to calm her down by saying I understood that she was most likely overworked and underpaid. I got no where! On a side note the carpet in this restaurant is so dirty that it looks black compared to the clean carpet on the edges! I am extremely disappointed with the quality of my experience and won’t be returning to this...

UPDATE: I was contacted by the location's general manager and she impressed upon me that she was looking into the manner and would address it with staff. I understand that businesses do not run smoothly all the time and it's how management handles it is my concern so having her reach out to me shows that she strives for betterment and that's all one can ask. Will give them a shot on our next trip to WA and see...

This is the second time I've had an issue with this location. The first time I witnessed a manager berating an employee for going out of his way to help a customer. I actually pulled the employee aside and told him to not ever change his attitude towards helping customers. As a manger for many years in the service industry I'd be fortunate to have an employee with his attitude! Yesterday was my second and worst experience that will never have me coming back to this location again. When we arrived the drive-thru was 4-5 cars deep so we decided to order inside and carry-out hoping that this would be faster. After 15 minutes that turned out not to be the case. However, my wife who was outside in the car texted that the drive-thru was completely empty... twice. So they were able to clear 10+ cars in the time I was in the store waiting for my order! Hmmmm that doesn't seem right! I finally got fed up and had to ask for a refund! So needless to say I was not able to get my Arby's fix. Totally disappointed and will not be coming back to this...

I was just at this Arby’s location for dinner. I got myself a classic beef n’ cheddar with extra cheese and loaded curly fries for myself. I was hesitant to leave this review because I did receive excellent customer service. The sandwich was okay and the fries were great. But I’m lying here at 1 in the morning from just finishing relieving myself from the worst food poisoning I have ever experienced. I don’t know what happened to my food, if it was cross contamination or the meat was held too long before reaching my sandwich, but oh my god I will never eat here again. A horrible experience compared to the Arby’s in Spanaway next to Walmart where I normally go. Please retrain the employees on food safety so this doesn’t happen to anyone else.

I am going to update this review. The Arby’s location did contact me about my issue and tried to tell me that I couldn’t have had food poisoning because I was feeling ill less that 24 hours after I ate. They told me that the food temperature was checked that day and it was fine. They also didn’t make an effort to correct the mistake. To anyone who is unaware, there are different types of food poisoning/food borne illnesses. The symptoms can occur from a few hours after after consuming the food to weeks after. So not only did their food make me sick, I was told I was wrong and there was no effort to correct the issue....