Corporate Office

Dear Sir or Madam, I would like to regretfully inform of you of the service and experience I had at your Arby’s Restaurant #5689, located on 231 South in Dothan, Alabama. My mom, daughters and granddaughter stopped in there for lunch today ( April 28, 2013). The experience was horrible for several reasons and I felt compelled to write to you as by the time we had left we felt physically in danger from one of your employees. 1. When attempting to place our order the cashier appeared as if she were on drugs. Her eyes were dilated, her mannerism was “off” and we had to repeat our order several times. She also kept ringing the order up as individual items rather than in combo meals. Finally another employee came over to open another register and attempted to show her how to ring up the food as a combo. Note: There were 3 other families in front of us and she had done this with each one and had to have someone help her correct the problem for her. I gave her the benefit of a doubt and thought perhaps she was new. 2. After taking our order, she disappeared for a few seconds and when she returned she began to work on getting our fries together. However no one had worked on any of our order instead they were filling others from behind us. Finally the employee that opened the other register began getting our sandwiches together and stated to the original cashier “ Girl I don’t know what’s wrong with you but you need to get it together”. At that point for whatever reason the second employee walked away and told the cashier to do it herself. After what seemed like eternity but was actually maybe 5-10 minutes they finally said they had our order together. I went to get it and realized it was wrong because we were missing a sandwich. I said to the girls this isn’t right we are missing a sandwich at which point they both walked off. I called them again and was ignored. Finally the 3rd time I called one of them told me to wait a minute she would be over to get it in when she had a chance. At this point I am going to refer to her as Employee ‘B’ so as to differentiate. Finally a young man by the name of Justin came over and got my missing sandwich for me. The original cashier never acknowledged that I had said anything. 3. When we got to the table our order was completely wrong. My mother had ordered a Reuben sandwich. What she got was a ham and turkey something that she couldn’t eat. My daughter had ordered the Hawaiian King roast beef . What she got was some type of roasted turkey. My daughter took her sandwich back and they replaced it. My mother not wanting to cause a scene initially refused but after one bite asked me to take the sandwich back. By this time I was livid. 4. Upon approaching the counter I asked to speak to the manager on duty. A young woman came over and while not apologetic after hearing my compliant did fix the problem. At this point the situation would have been over and done with and as I told them I wouldn’t be back so problem solved. However….Employee ‘B’ became very verbal in her anger at me for complaining. 5. This employee looked at the manager and stated loudly…she didn’t treat me rudely and furthermore [I] wasn’t going to talk my crazy crap about her. She also said I don’t need this job. Nobody was going to talk to her that way and repeated several times quite loudly that she didn’t have to have a job. First, I did not voice my complaint to her I voiced my complaint to the manager and she heard me complain about her. Finally I got my correct order. I returned to our table and we quickly finished our meal. As we got into our vehicle to leave there was quite a bit of traffic and we were waiting to exit the parking lot. At this point we saw employee ‘B’ in a white car with Alabama license plate BC82547 with a male driver. This employee looked over at us and pointed and started mouthing to her driver. The driver then pointedly called me a Bitch and began to roll down his window as he continued to scream obscenities at us. At this point we were literally afraid for our physical well being and had no where to go. I jotted down his license tag number and was prepared to call 911 and would have done so had the light not changed and we were able to exit. I understand that working in the fast food industry can be very demanding ( I once worked for Burger King many years ago). I can understand to a point slow service, wrong food given however I do believe that after everything that had happened I deserved at least an apology and definitely feel my anger and frustration was justified. The threat received from your employee and her driver/friend was totally unjustified and in my opinion needs to be addressed as a very real safety issue. Sincerely, Lynne Parmer