Complaints

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.

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered food through the app. Picked up the food and brought it home. Food was horrible and inedible. Immediately went back to the store with the food. Was told I could not get a refund because I ordered through the app. They refused to take the food back. Spoke with the district manager that evening and was told 7 to 10 days for refund. No refund received. Stopped at the store to discuss weeks later and District manager advised she refunded the charge previously. She had not. And still has not to date. This happened 1/5/25. $26.25.

  Business Response

  Date: 02/21/2025

  Good Morning, 

  Mr. ***** did stop by the restaurant and Informed me of the situation. I did offer remedies while he awaited his refund from the office. He was irate, began using profane language and even, still we attempted to offer him several remedies to lessen the inconvenience he already was enduring. He requested the information of the District Manager which was given to him. He reached out to the District Manager with the same profane language even as she attempted to further resolve the issue and explain next steps. We could not get his mailing address information during these encounters. We will be sending a money order in the amount of $26.25 via certified mail within 48 business hours to the address **************************************** as listed as his address on this form

  Customer Answer

  Date: 02/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  For the record, I would like to add information that Arbys has purposely left out.  I returned to the restaurant with the food shortly after I had picked it up on Jan 5th, politely asking for a refund.  The staff advised they could not do anything because I ordered from the app.  I talked to the district manager that night, in which I was advised a refund would be issued.  After WEEKS of waiting, I went back to the store for resolution.  The staff was still unsupportive/rude and so I became irate.   The district manager advised she initiated the refund after the first conversation which obviously isnt true being I had to submit this complaint to the BBB.  Unfortunately, in this day in age, it takes getting irate to get what is rightfully deserved.  I will ensure that my friends and family never spend a dime in this place ever again.  Which is sad because they obviously need the business. 
  
  Regards,
  
  ***** *****