ComplaintsforArby's
Restaurants
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 30 July 2024, I placed an order through Arby's app for a few of my colleagues and went to pick it up. I went through the drive thru and sat there for about 5 minutes, but no one came through the speaker to acknowledge my presence. I drove up and sat at the window for a long time, but no one came to the window. Irritated, I parked and went to retrieve everyone's lunch from the counter; but the door was locked. There was no one inside! There were no signs indicating why they were closed, but the hours on the door indicate they were supposed to be open at the time of my arrival (11:15 a.m.) I only get 30 minutes for lunch and I spent most of that time driving there and waiting around for no one to assist. I was late returning to work emptyhanded. I called their corporate number in an attempt to get a refund ($25.27). The person I talked to said it would take 5 to 7 days. I was mad an asked to speak with someone else. Instead of transferring me, she had the General Manager call me back. He was beyond rude, and told me he's not apologizing for this because it wasn't his fault there was a water issue in the middle of the main road. I explained that the other businesses in that same plaza were opened, so why would I assume his establishment was closed?! That conversation made a bad situation worse. I was angry that I was now late back to work; mad that they take 10 seconds to take my money but days upon days to still not return it; and mad that this guy was rude beyond measure. I gave them their 7 days; but still hadn't received my refund, so I called back. The girl I talked to told me I would get the refund in 5 days after the 7th day. This contradicts the first conversation I had; but there is physically nothing I can do to force their hand. I lost count with how many times I called and sent online messages. As of today, we are at 25 days and I still have not received the refund. This is beyond ridiculous! I'm out of patience. Please help!Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 13th at 10 ordered 5 sandwiches for 500 as was advertised on the app after paying with my debit card was told it was one sandwich and that it was a mistake and they didn't and wouldn't get my money back after talking to the manager since it was a debit card the bank couldn't help and manager refused I want my four sandwichesInitial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I went to purchase food for myself, daughter and granddaughter through the drive thru, received my order got home an the meat was disgusting grey smelled bad fried were in dark color as if they were sitting in old grease, took the back went into the store drive thru attendant said she needed to speak to manager the manager came to speak to me an told me " she could not issue me a refund because she had already given a refund to a customer before me" I told her I'm a different customer so what am I supposed to do the total was $38.45 she said " work with me I can give you something else" I told her no I wanted my refund. So she got really upset an processed the refund after a week it posted to my bank account, the within and hour Arby's took it back. I believe that manager took my card information and proceeded in taking the money back so she wouldn't get in trouble. Because that store apparently does to many refunds do to bad food. Each customer is different. I don't think her attitude of not wanting to give me a refund because she had previously given a refund to another customer was not my fault. So instead she made a refund an proceeded in taking my card information and taken the payment back. So I never received a refund . I made a complaint to Arby's, no response yet . An can't call the store because no one ever answers. ************************************** , 3/28/2024 time 12:57 pm I can not see an order number as ink from receipt is complety faded.Customer response
04/11/2024
I have made a complaint to the corporate office I send them a faded receipt I received an a screenshot of the bank statement showing it posted and taken back. I have not gotten a response from Arby's corporate office.Initial Complaint
08/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed a mobile order on 7/29/23. Upon arrival at 908pm to the restaurant it was closed even the app and hours on door at location stated 10pm. I've called Arby's corporate to receive a refund which they said could take 10 business days. It's on business day 11 and still not refund. I'm not a bank and not here to loan money. I'd like my initial refund plus interest for the loan.Initial Complaint
08/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Ordered through the mobile app. 07/25/23 at 1:27pm. 4 out of the 5 items I ordered were out of stock. Left without any food. Requested refund right away from customer service at ******. Case number ********. Called customer service a total of 5 times. 07/25/23 at 1:36pm, 08/02/23 at 6:50pm, 08/06/23 at 4:33pm, 08/11/23 at 5:54pm and 08/12/23 at 3:36pm. Was lied to each time and told it hasnt been reviewed yet and they would resubmit it until the call on 08/12/23 when the manager told me the store responded all the way back on 07/26/23 and offered A DRINK AND A COOKIE FOR NEXT TIME?!?!? Absolutely not. I spent $19 on product they didnt have. Why would a drink and a cookie for next time be appropriate? When I called on 08/06 and was told it still hadnt been reviewed I requested a manager call. Nothing. When I called on 08/11 I requested a manager and was told they were on the other line and would call me back. When I expressed concern about that the woman said theyre very good about calling back. Guess what? They didnt call. I had to call again the next day. Finally got a manager through the customer service line after the third request on 08/12 and he said he will escalate it to corporate leadership but Im done sitting around being lied to by a huge corporation about $19. Refund my money I paid for product you didnt have in stock.Initial Complaint
07/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 6/8/2023 I went through the drive through when I got home I noticed I didnt receive my whole order. when I called back for a refund I was told I had to physically return to the store when I asked for a full refund I was refused told I had to return the whole order when I asked for a manger the person on the phone said they were the owner and the manger and refused to do anything. I then filed a complaint with corporate twice they said they would get back with me both times that was over 2 weeks ago.Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Arby's location: **** * ******* *** ******** ** ***** They never have what's on the menu. Twice, I went here in the early afternoon and they claim to not have sauce for the new sweet spicy chicken burger. That early in the day and they are out! Same employee at the window everytime too. They never seem to be welcoming to customers. Always feels like we are being rushed. This burger is limited time only so I guess we will never be able to taste it at this location.Initial Complaint
03/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order through the Arby's app for pick up from Arby's. Upon arriving at the time it stated the order would be ready, I was verbally informed at the drive-thru speaker that they had closed early and were unable to fulfill the order, and I needed to contact Arby's customer service to receive a refund. It has been four days and multiple attempts, there has been no response or refund. I would like a refund.Initial Complaint
06/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a meal through the arbys app on June 1st. The order included 8 piece poppers, Buffalo chicken, wagu burger meal, and was supposed to have a free roast beef. I got to the store at 6 when it said my order would be ready and still had to wait 10 min for it. By this time we were getting severe weather so I was in a rush to get home safely. When I got home, I only had 7 poppers, okay no big deal. I bite into my sandwich and it was undercooked and rubber. I spit it out and thought maybe it was just the edge. I took another bite and it was even worse. Due to the storm I was unable to drive back to the store but submitted a complaint. The next night I was violently vomiting and called off work. When I called the doctors office they said it was food poisoning to just hydrate and let it pass. When I submitted another complaint it was again ignored. After multiple attempts on the website, as well as Twitter I still get no response, no responsibility nothing. I'm not okay with getting sick from undercooked meal that I paid for and contacted that night of the issue before I got sick.Business response
07/27/2022
Business Response /* (1000, 5, 2022/06/22) */ Hey *******, We will look into this and we apologize. We do not want to lost you as a customer. We can send you a few vouchers to your address above. You can use the voucher to receive free food at any location. Thank you Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Arbys has always been a family favorite and I hate this happened. I should have never had to go THIS far in lengths to be heard. I appreciate your apology.Initial Complaint
06/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband bought the waygu hamburgers two of them and french fries . It cost $50.00 dollars for all the food and it didn't taste good. And it tasted really raw and wasn't cooked good all the food. The French fries were never really cooked and done. It gave us a belly ache and sick . We want our money back and no coupon because it tasted awful. We are recovering from covid and I'm on oxygen. We are a disabled couple and we are on social security. Resolution, we want our money back. Thank you.Business response
08/18/2022
Business Response /* (1000, 5, 2022/06/22) */ Hey ********, We will look into this and we apologize. We do not want to lose you as a customer. We can send you a few of our vouchers that you can use to receive free food at any of our locations. Consumer Response /* (3000, 7, 2022/06/27) */ We didn't here from the company. We want our money back and no gift because we got sick on all there food.they should cook it better and worker's should not talk in the back so much. We want our money back of $40.00 dollars from all the food. Thank you.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.