LS
Lyndsey Smith
May 9, 2026
My husband is deployed, and I didn't feel like cooking. My four children wanted Arby's, and this was the closest one. We ordered two of the pulled pork Mac n cheese bowl meals, two classic beef n cheddar meals, one double cheeseburger meal, mozzarella sticks, and two Jamocha shakes. We ordered our meal online at 6:59 when we were on the way to the restaurant, and the website stated it would be ready at 7:05.
Because we had 5 meals, I decided to give the staff a bit of time. I pulled into a parking spot to wait and scroll through my phone for a few extra minutes. They had no one in line when we got there, no one had entered the store, and only one car had pulled through the drive-thru while we were waiting. I got into the drive-thru line myself at 7:11.
A staff member named Dylan was at the speaker and told me to pull forward without asking for my name. At the window, when he asked my name and I told him, he laughed at said, "Oh, that's not even close to being done." Something about his tone rubbed me the wrong way, but I smiled and played it off.
I heard someone in the background yell that they were waiting for pulled pork Mac n cheese, not sandwiches, so I assumed our order had an error. No biggy. They were fixing it. I'm a mostly patient person, so no complaints from me there.
It wasn't until Dylan, with the drive-thru window wide open and him standing there at their drink station, said, "Gah, behind this car is a DoorDash order. It's these unnecessarily big orders holding everything up."
Now, I own three of my own businesses, none of which are in the restaurant industry. But I do know that if I ever made my customers feel as if they were an inconvenience to me or that I wasn't happy to have their business, I wouldn't have those customers for very long.
Dylan handed me my food, but as he did so, I stopped him and told him that I heard what he had said. He put his hand on the drive-thru door, as if to shut it in my face, even though I hadn't even raised my voice. I told him that I have four children who deserve to have their own meals without being made to feel like an inconvenience because of it and that what he said was really rude. He shrugged and said, "Yes, ma'am."
To add insult to injury, he also forgot to give us our shakes and our condiments, which we didn't realize until we had pulled off. Seriously, If you're going to be offensive and rude, at least know how to do your job and be able to get customer orders correct. We then had to circle around and come inside the store to pick up our missing items.
While inside, we interacted with another staff member named Ross. The difference between Ross and Dylan is completely night and day. Whereas Dylan was unfriendly, rude, and obviously not wanting to do his job, Ross was proactive and incredibly friendly. He had been the one who caught that our order was initially wrong and got it fixed before it was ever handed to us. His customer service skills are top-notch.
For the record, Dylan still gave us the wrong flavored shakes. We didn't bother returning for a second time.
This isn't the first time I have come to this location and it been completely dead during normal dinner hours. Seriously, the food isn't bad. If you want more customers or to keep the ones you do have, ditch the Dylans and hire more of the Rosses.