Good afternoon,
Today, August 30, 2024, at 1:00 PM, I arrived at my local Arby to pick up my order in the drive-through. I was asked to pull over to the side, and someone would bring it right out. Order # [protected], Location Ithaca — Elmira Rd, 328 Elmira Rd, Ithaca, NY 14850.
After about 20 minutes of waiting for my meal to be brought out, I entered the restaurant and asked at the counter for my order. The young gentleman who said he was training quickly looked through the orders sitting on the counter behind him, close to the order screen. He asked my name and handed me a melted vanilla milkshake and a bag of cold food. I wondered why it wasn't brought out after being directed to pull into a parking spot and make me a new milkshake or refund my order. He said okay, I'll get you that shake immediately and do so professionally. I then asked for the company's phone number to make a complaint, and a woman appeared, stating she was the manager. I explained again what happened, and she said sorry, what would you like me to do? I kindly asked for a refund, and she rolled her eyes and said find bit; I don't know how to do that. Another customer came in and started screaming at her while she was attempting to refund my order, in which she walked away from the counter to the back. She then returned and handed me $5.35, which didn't cover my refund of $7.25, but I couldn't spend any more time. My lunch break was over.
Desired outcome: I want a genuine apology, not just a "sorry; we're doing our best with training new staff." When training staff, they need to work beside someone with experience and then be thrown under the bus by a manager to escape why they messed up.
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