Arby's — Restaurant in Virginia

I placed my order through the app. I arrive to pick up my order 3 minutes after it was to be ready. It's not in the box. Great I thought, it will be fresh. I am then informed that they do not have the Steakhouse ribeye garlic sandwich. Ok, refund my order, I placed my order through the app, paid for it, and drove up here to get it. If you cannot give me what I paid for, then return my money. I'm pretty sure anyone would expect to get what they paid for, or their money back. I was told by the young lady, "it's a third party app I cannot refund you"....No its your Arby's app I repeated.... so I told here fine just replace it with something of equal value so we can go on with life. "I can't do that" Really????? You expect me to leave here without what I have already paid for, or at least a substitute? "You have to go through the app" I said, ok here is my phone and the app, show me how to get my refund. "I don't know" she said. Well, I guess I'll have to call the police, because I paid for something and you are refusing to give it to me. Then it hit me I'm speaking to a child, where is your manager I ask, I receive a blank stare, who is your manager I then ask, she looks at a text from her phone on her watch and gives me the name..so it is at this point that i realize that someone has left an untrained child in charge of a multi million dollar establishment. At this point I ask her to call her manager..... she goes to the back and a glasses wearing, bearded, caucasian man comes out. He offers to make me a brisket sandwich to replace the one I that I had, noting that it is the closet one in cost to the original order, but still a little cheaper (around $.70 cheaper) This gentleman knows at least a little bit of customer service. Had it not been for him, I would have had no choice but to call the police. It's really a shame to see such a pretty, clean restarunt, with great tasting food, be left in the hands of an untraind person. I can only hope that the franchise owner makes a change before they have to close the doors do to poor...

I placed online order for pick up in lobby, however note on door states to come through drive up window, I pulled up & stated my online order told to pull up, showed my phone order, told my order hadn't came through, which no one was in line, no cars behind . I actually was in the parking lot for 5mins before ordering, was told that order wouldn't be ready till time it stated 8:45 ,which I was there between 820 830. Asked to pull around till 8:45, I pulled back up just shy of 845 blew my horn, the employee looked me right in my face and keep moving as if she didn't see me. She then @ 8:45 she came to window with the bag, handed it out, and didn't say thank you, anything, I have never been so disrespected.I asked for management, which the young lady stated she was. The most unprofessional management & work team I have ever came in contact. A lot of laughing & trying to be funny to prove a point that my order wasn't going to be ready till 8:45 which I had all the order info on my phone, which was only 2 Beef/Cheddar & Med Curly fry. Then I was told to call back tomorrow from 10-2 yo speak to someone, at thus point I asked for whomever had some authority to assist me. The young guy came up, asked could he give me a apple pie, I asked for the rude team mates name, which he was hesitant to give, but gave fastly, which I had to ask for spelling. I had no problem with waiting, its how rude & no concern for a paying customer that truly they didn't have a clue as too what my regard & what I may have going on in my day. Please, for your business sake, have more professional, customer service oriented staff. I will give a call in concern, just wanted to let it be known how taxpayers are being treated by staff all under 21, with no regard to customer service & professionalism. I will be contacting corporate with the name given as well. This is...

The one star is simply because of ridiculous pricing. Arby's sends out great monthly coupons each month getting you excited to enjoy a night off while treating the family to Arby's. So I walk in to place my order with coupon sheet in hand and before I could say anything a young gentleman immediately told me they are not corporate so they do not take any of the coupons nor do they have any specials. First I find this absurd. I know the difference but these coupons pull in lots of business and REPEAT business due to the great deals so it seems a big opportunity loss for the store. Typically; I would have walked out without ordering but I waa picking up food for my daughter as well and as she was heading to work I was in a hurry. So I paid $15.05 for 1 regular size Roast Beef and Cheddar, 1 snack fry, 1 half pound Beef and Cheddar, and 1 large fry. If I had gone to the Corporate Store 10 minutes away I could have gotten the family meal for $12.00 plus tax which includes 2 Classic Beef and Cheddar, 4 sliders, 4 small frys, and 1 six piece mozzarella stick. To me that is a huge difference in cost and amount of food that you get and the service and quality at the Corporate store that accepts coupons is excellent. I will make it a point to always seek the...