Chippewa Falls, Wisconsin
November 1, 2018
Mr. Rob Lynch
President & CEO
Arby’s Restaurant Group, Inc.
1115 Perimeter Center west, suite 1100
Atlanta, GA [protected]
Re: Complaint Against:
Arby’s Restaurant Branch
307 Prairie View Road
Chippewa Falls, WI 54720
Store I.D. No.: 6137
Dear Mr. Lynch:
I am compelled to bring this matter to your attention as the worldwide President and CEO of Arby’s Restaurant Group, Inc., because every reasonable attempt to bring it to the branch manager’s attention for amicable resolution was systematically frustrated, stifled and prevented by repeated telephone hang-ups and evasiveness by local employees, with the approval of the branch manager named “Patrick”.
The genesis of this of this complaint began on Tuesday, 10/30/18, when I stopped by the local Arby’s here in Chippewa Falls, Wisconsin, to pick up a takeout order of Gyros sandwich at the bargain price of 2 for 1 for $6. It was 3:19 P.M. late in the afternoon. Lunch had already been served and the dining room was completely empty. There was no other customer in the restaurant but me alone. The employees were standing idling behind the counter chit-chatting and passing the time when I walked up to the counter and placed my order to go. The black woman that was standing in the drive-thru window doing nothing was asked by another employee to take my order. She types my order in and then asks me: “What is your name?” I told her that since I was the only customer in the store standing right before her eyes waiting for my order: why would she need to put my name on the sandwich when there was no other order to cause any mix-ups or confusion with mine? She got very loud, rude and irate and screamed at me: “I’m just doing my job.” I told her that I understand why customer name tags might be needed to avoid confusing orders when there are many orders. Some other fast food restaurants, like McDonald’s, Burger King, etc., use “order Numbers” to avoid collecting unnecessary personal identifying information from customers. But when you have just one customer in the store alone to serve, why would you need a name tag on his order? She angrily rang up my order and told me: “Your total is $6.33”. I handed her my debit card. Again, she rudely shouted at me: “You swipe it.” And I did. I waited for about 5-10 minutes and when my order was finished, she picked up the two Gyro sandwiches I ordered and dropped them in a brown paper bag and threw it at me over the counter and walked away without saying a word. No thanks, nor any expression of appreciation for my patronage as a valued customer.
I also observed that she was not wearing any sanitary gloves when she handled my food. The green nail polish on her fingers were all half peeled off her dirty fingernails, and her over-all personal hygiene was just too appalling to be allowed to handle foods intended for consumption by customers. She seemed more concerned about her weave than simple personal hygiene. When you combine her poor personal hygiene with her rude behavior towards customers, that is sufficient to drive customers away from Arby’s altogether. To avoid creating an altercation on the business premises, I took the order and walked out of the restaurant and went home and threw the sandwiches away. The next day, Wednesday 10/31/18, at about 1:20 P. M., I called the branch manager’s office to bring this to his attention. Another employee answered the phone and said she didn’t know the manager’s name. I asked her how is it possible for an employee not to know the name of the branch manager who hired you? She then told me to hold on and was gone for about 5 minutes. When she came back she finally told me that “His name is Patrick.” I told her I needed his full name to send a letter to him. She hung up on me. I called right back to make sure we didn’t get disconnected by mistake. This time I got the answering machine, which confirmed my suspicion that she deliberately hung up on me.
Arby’s pride itself as a “company that values innovation, trust and respect.” If that is the company’s public face, apparently that “respect” is not shown to its customers here at the Chippewa Falls branch under Manager “Patrick’s Team Leadership. The manager is charged with the responsibility of “enhancing the overall guest experience by providing outstanding product and service to increase sales and profits.” I do not see how an employee can enhance guest experience by throwing their food at them over the counter, especially if that employee looks filthy and handles foods without safety gloves. But that seems to be okay under “Patrick’s” team leadership here at Chippewa Falls Arby’s.
The manager is further charged with “monitoring quality food and service, and to ensure that the restaurant is 100% staffed with quality Team Members, and to oversee preparation to ensure that every product served meets high standards of product quality, in addition to executing systems daily to ensure a clean, organized restaurant, in order to deliver quality food fast & friendly.” It is impossible for the local branch manager, “Patrick”, to meet these corporate goals by condoning employees’ abusive behavior towards customers of Arby’s. Managers are instructed to “take action to solve problems as necessary” in order to encourage “repeat customer visits” by maintaining “high standards of service”. Arby’s Corporate leadership has imposed these requirements on local managers because they know that in order to increase sales and maximize profit margins, it makes good business sense to provide “exceptional guest service.” I seriously doubt that Arby’s employees in Chippewa Falls currently under “Patrick’s” Team Leadership see any rational connection between between their paychecks and treating customers with the respect and dignity that they deserve as valued patrons of the restaurant.
Thanks for the attention to this matter. Because Arby’s cautions against disclosure of any personal identifying information in correspondences for privacy reasons, I will simply sign this complaint as “Customer”.
Chippewa Falls, WI
cc: “Patrick” – Local Branch Manager, Chippewa Falls, WI
Arby’s Guest Support Center – Online Complaint uploads