Menu - Arby's

I've visited this Arby's location several times before with no issues—the food and service have always been good. However, today the service was really disappoi... read more I've visited this Arby's location several times before with no issues—the food and service have always been good. However, today the service was really disappointing. I ordered through the app, which instructed me to pick up my food inside. If the lobby was closed, it said I could use the drive-thru. Since it was sprinkling and the parking lot and drive-thru were nearly empty, I went through the drive-thru hoping to pick up my order there. Unfortunately, that wasn’t possible; I had to go inside. When I went inside, there was only one other person waiting for their order. The cashier said nothing to me, just kept drinking her milkshake at the register and then walked away to presumably start her break. While standing by the pickup area, another employee was loudly muttering complaints while cleaning the soda fountain. The app had given me a pickup time, which had already passed by several minutes, and I finally saw a man gathering my order. Everything was packed and ready, so I thought I was about to leave. But then, someone else came in to place an order, and the employee stopped assembling my order to take theirs, leaving my order behind the counter. Again, not a word from any staff member the entire time I was there, aside from the cleaning employee’s swearing. I know this is fast food, and I usually don’t expect much, and I’m very understanding, but this experience was just bad. I hope it was a one-time issue and not the new norm. I would also suggest adding an option in the app for pickup via drive-thru or a designated parking spot. I use the app specifically to avoid going inside due to anxiety and a physical disability, so today’s experience completely defeated that purpose.

The manager and cashier definitely need to improve their customer service. I remember when this Arby's first opened, it was really good. However, tonight I saw... read more The manager and cashier definitely need to improve their customer service. I remember when this Arby's first opened, it was really good. However, tonight I saw six customers walk out because the managers and employees were chatting instead of focusing on customers. There was only one person working in the kitchen and two at the front, yet the drive-thru orders were being served faster. I overheard a manager say it's all about the order in which they take the orders, but the drive-thru was receiving their food while people waiting in line inside had to wait much longer. They really need to make some improvements.