Arby's — Restaurant in Walled Lake

This location has become absolutely terrible. The service sucks. It's been going downhill for a while now with awful food and service (my favorite was when they gave me half a cookie because it broke off and fell on the floor but said NOTHING until I came back and complained) and it's clear that both management and crew are incompetent. How do you have someone wait 15 minutes in line to get to the speaker and be made to wait another 5 minutes (didn't even answer me, I had to say hello four times) and then be so rudely told "well now that I'm done with my customers what do you want?" I wanted food by someone that has customer service skills and knows how to do his job. I was never rude to begin with just wanted to be addressed after a long wait. Managers excuse was it was super busy (well yeah, it's lunch time) and he's new. Guess it's an excuse for everyone to be rude. Left without ordering cause forget giving them my money and made complaints with corporate. Needless to say a week later no contact. Whoever is in charge is running this place to the ground. There are a dozen fast food places in that area to choose from so I would get your store together fast before your "busy" 4 car lunch hour turns into an empty lot. Went to McDonalds instead, twice as many cars and was greeted right away no problem (maybe you should send your employee there for some training) And they were polite! They will continue to get my business, while I will caution everyone not to visit...

The woman manager at this location is extremely rude and covid protocol is questionable. I had a paper coupon I handed a young girl and she put it in the drawer with the rest. Then the manager came over and she went thru the coupon pile rummaging to find the one I handed them. The full date wasn't completely visible (a single number on the end was cut off) which I did not notice when I gave it to the girl and I'm not sure how she knew exactly which one was mine when there had to be at least 50 identical coupons in her hand. After waiting 10-15m for this process and all my food has been sitting getting cold the manager rudely said they would not accept the coupon and tried to hand it back. I'm sorry but that is gross. Paper carries alot of germs and I have no clue who or where that pile of coupons in the register came from. Or if the one she was handed me was even mine. The worst part was there was no apologies for the inconveniences, no nothing, just terrible cold hard fries, the roast beef on my sandwiches was thick and rubbery, my cheese sticks weren't even cooked all the way the middle was frozen. I will never go to this location again until they get new management. I will drive the additional ten minutes to go to a different location from now on. Do yourselves a favor this...

As I had done so many times before, including this store as well as others, I recently tried to order two beef and cheddar sandwiches with a substitution of the liquid cheddar for a slice of cheddar cheese. They wanted to charge me $0.50 more per sandwich for the substitution that no one had ever done in the past. When I pointed out that his store has never charged for a cheese substitution I was told that, that it was not their policy and it also depended on who was managing the store. And that I must pay the extra charge (cheese to replace cheese) for the sandwich.

So much for pricing consistency and customer satisfaction. They lost a $10 sale and we drove away and ordered a pizza. This Arby's store should take a lesson from McDonald's and Burger King. They will make the sandwich to your liking with no charge.

From a management perspective, and with sales being down due to the pandemic, I'd fire that manager for poor decision making and loosing a sale and a repeat customer over $0.50/...