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Business Profile

Fast Food Restaurants

Arby's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fast Food Restaurants.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/09/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July fourth of this year, I placed an order through the Arby's app, which was not properly fulfilled. I submitted the following complaint to Arby's customer service: I placed an order through the Arby's app (order # ***************-03b2c), the order consisted of: 2 salted caramel cookies, 1 *************** double, 1 6pc mozzarella sticks, and 1 big cheesy Bacon Burger. I indicated no marinara sauce with the mozzarella sticks. Upon receiving the order, I noted that the bag was properly sealed, and that the receipt properly reflected what I had ordered. However, the bag did not contain the mozzarella sticks, or the big cheesy bacon burger. In addition to the items I had ordered, there were also two packages of marinara sauce, which I had specifically asked not be included. I would like either for the restaurant to be instructed to correct the order, or to be refunded, and I would further like for the employees involved to be admonished for their poor attention to detail. I received the following response: Dear *******************************,Since the order was placed through a third party delivery service on the Arby's App, we ask that any issues or concerns with your order be addressed with them directly.We apologize for any inconvenience.Arby's Guest Support I replied that I objected to taking up the issue with the third party, because while the app may be dependent on a third party service for certain functions, it is ultimately Arby's app; Arby's branding is displayed throughout the ordering process, and the app does not give a choice as to whether the third party is involved. Furthermore, as my complaint indicates, the issue was a mistake made by Arby's employees. Taking up the issue with a third party may yield a refund, but would do nothing to resolve the issue of poor quality control by Arby's employees. It appears to me that the directive to pursue the issue with the third party is an attempt to avoid providing good customer service.

    Business Response

    Date: 07/29/2024

    The complaint received in the mail was sent to the corporate office and they are issuing a refund on a gift card for the amount listed in the complaint per the guests request. We were unable to refund the guests card due to the order being placed by a third party. If there are any questions or any additional issues with this order please call me at ************. Thank you for your time. 

Arby's is NOT a BBB Accredited Business.

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