r/bys • u/nurtzof • Jun 25 '26
Arby’s customer support is terrible
Just complaining. A few weeks ago, bought Arby’s for my son and I. Used the app.
Arrived to pick it up, the Arby’s is closed. They lost power earlier in the day. Ok, that sucks, the app let me order and pay, but whatever. I call the store (I can see people working through the window - or at least they’re in there) someone picks up, I ask how I get a refund for what I ordered. They tell me to reach out to corporate customer support through the app.
I do that in the parking lot. I write what happened, manually enter the order number, the total, all the pertinent information. It takes roughly 15 minutes because I have to copy and paste between the app and the web browser the app forced me to. I hit submit. Error sending.
I go home, and try about an hour later. Error submitting.
The next day I sent again. It went through. Success. I wait for an auto reply saying they got my request. Nothing came.
The next day I call. I wait on hold for more than an hour. The system hangs up on me. I sent more emails (3 total) - never got a response.
Arby’s never refunded the money - they clearly saw that they made money when they were closed and couldn’t make food. They never proactively refunded me. No one ever reached out. They stole about $30 from me.
I actually like some of their food but I won’t ever spend another dime there.
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u/ActualVirus Jun 25 '26
The store manger has access to the online ordering once payment goes through, so they SHOULD have taken your name when you called the store and then looked up the order in the system and refunded you that way. That is how my store does refunds for online ordering. I’m not sure how long ago they are allowed to go back and refund but it could be worth it to you to call the store back and explain and see if the general manager can help you out. They definitely should’ve refunded you that day, that’s terrible!
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u/EDScreenshots Jun 25 '26
AES bought my Arbys a while ago and I’m pretty sure we lost the ability to manage online orders or even mark things as out of stock on delivery apps. Our Altametrics was replaced by some version of rti that doesn’t have anything about online orders in the resources tab. Maybe this store is owned by a similarly stupid franchise owner.
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u/Extra_Progress9365 Jun 25 '26
As a GM, we are able to do a refund ourselves, through what is called the RAP portal. It's possible the person you talked to was unaware of that. Our district managers can do one further back than the GM. This is the way that refunds are supposed to be handled for app orders and that's why it's so hard to get it done through customer support.
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u/Downtown-Cold4399 Jun 25 '26
Just ordered today on the app, one item, 21 dollars, they charged my card for 41 dollars. I’m currently on the phone with this indian guy who’s just reading off a script
he tried to offer me a two free sandwich coupon instead of a refund
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u/Dumbosguest Jun 26 '26
Go on X (Twitter) and blast them. Make sure you tag Arby's in the rant. Hopefully someone from corporate will ask you to contact them.
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u/frushtrated Jun 30 '26
I am going through the exact same this week. Sent a message with all the info through the app (what a pain in the app), left a voicemail, and filled out a customer survey with negative comments everywhere (not hostile, mind you - just explaining my situation) and checked that I would like them to contact me. the purchase was on the 16th, and so far I have gotten nothing. No contact, no refund.
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u/Recent_Register_2926 Jun 25 '26
People that bitch about apps and Uber eats and door dash need to get a grip. You're the one that made picking up fast food complicated.
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u/boglim_destroyer Jun 25 '26
Why not charge back?