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Business Profile

Restaurants

Arby's

This business is NOT BBB Accredited.

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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 type

  • Initial Complaint

    Date:06/30/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 6/29/2025 my wife and I went to Arby's(Newcastle). Arby's ticket enclosed. We ordered and BnC Classic and 1 French Dip & Swiss-MD. We had to wait 18 minutes(at the drive thru)while Arby's cut some more roast beef. After we got home and opened the sack we found French Dip had no swiss cheese and au jou was cold. I have posted a 1 star review and put a notice on our church bulletin board to avoid Arby's-Newcastle because service is terribly inept, terrible attitudes and the management staff is inept and inefficiently trained. My wife called to complain and Nikki hung up on her when she registered her complaint. Arby's should get out the food service industry if this is the kind of inept management and shoddy customer service the profess. My family will NEVER step foot into an Arby's and I will profess their PATHETIC SERVICE AND FOOD

    Business Response

    Date: 07/15/2025

    My name is ******, and I’m the General Manager at the Arby’s located in Newcastle, Oklahoma. I’m writing in response to the complaint submitted by Mr. ****** ****** regarding his visit on June 29, 2025.


    First and foremost, I want to sincerely apologize to Mr. ****** and his wife for the experience they had. I understand they had to wait an extended amount of time in the drive-thru, received a French Dip sandwich that was missing Swiss cheese, and were served cold au jus. I also understand that when they called to express their concerns, they felt dismissed and disrespected. That is not acceptable, and I take full responsibility on behalf of our team.


    We’ve taken this situation seriously and have already begun addressing it internally. Our team is receiving additional coaching on proper food preparation, customer communication, and the importance of professionalism at all times. Our goal is to provide every guest with great food and respectful service—clearly, we missed the mark here, and for that, I truly apologize.


    As a gesture of our sincere apology, we will be providing Mr. ****** with a full refund for his order. In addition, we would like to offer him and his wife a complimentary meal on their next visit. We hope they might consider giving us another opportunity to provide the kind of experience they should have received the first time.


    Thank you for bringing this to our attention. We appreciate the feedback and remain committed to doing better.

    Customer Answer

    Date: 07/16/2025

     

    Complaint: ********



    I am rejecting this response because:I have not seen a refund or any coupons for a replaced meal, when i see the credit and vouchers for a replaced meal. 



    Sincerely,



    ****** ******

    Business Response

    Date: 07/17/2025

    sent in mail 

Arby's is NOT a BBB Accredited Business.

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