Worst Experience Using a Gift Card—Wasted over 2 Hours and Still No Resolution
On Friday, August 8th, I received a $15 Arby’s e-gift card (with QR code, gift card number, and PIN) intending to order online as I always do and use Arby’s promotions. The website had NO PLACE to enter the gift card. After searching, I called the Midland’s Commons Arby’s—spent about 10 minutes speaking with a male employee who was uninformed and even mentioned DoorDash, which I hadn’t brought up at all. He then spoke to a manager but still couldn’t give me answers on how to redeem a gift card online.
I'm not sure why Assistant Manager J. Evans is in his position. He is not assertive, not solution-oriented, proactive, personable or helpful. He is an expert if he were an inanimate OBJECT. When I double-checked the gift card email, I realized it could only be redeemed in person—meaning I lost out on all online deals like $5 off, 20% off, and BOGO.
I printed out my gift card and physically went to the store (since we always pick up online and use promos). I presented BOTH the paper printout and my phone, showing the QR code, card number, and PIN. Assistant manager J. Evans and all the other employees couldn’t figure out how to scan or redeem the gift card. Evans blamed a broken scanner, but I watched him help other customers with no problem and the store wasn’t busy. No one gave me an error code or any specific explanation. I offered to let them try scanning from my phone but got the same result: nothing. Not one employee could give me info to relay to the corporation customer service agent or offer a concrete solution.
When I asked for the exact error message, I was told nothing showed—just that it wasn’t working. No one tried to manually enter the card, and there was no ownership or empathy from staff. I would have had more respect if someone had admitted they didn’t know and offered to escalate the issue.
Out of frustration, I called corporate and spoke to Martin. He was nonchalant; I had to prompt him to even collect my info and the gift card details. He opened a trouble ticket but gave no ticket number or timeframe for resolution and offered NO apology or compensation for my wasted time and inconvenience.
I wasted nearly 2 hours. Because your staff couldn’t process the e-gift card and I only had cash (no debit card for online deals), I bought just 3 of the 7 items I planned—losing out on sales and deals. Staff was indifferent; there was no empathy or even basic courtesy.
Arby’s not only lost my business but also my trust. I’ll be sharing this on other social media outlets. If you care about your time, skip this location and think twice about using an Arby’s e-gift card.
Atmosphere: 1
Food: 1
Service: 1
Tam French
The lady working the drive through was super nice. Really enjoyed her attitude!!
Atmosphere: 5
Food: 5
Service: 5
Deneuve
Always great hot food (variety), kind and helpful employees, extremely clean and serene. I'm referring to the Midland Commons location. I'm a regular customer who orders via the app then decides to eat in the restaurant. ☺️
Atmosphere: 5
Food: 5
Service: 5
Walton Smith
They have amazing customer service, especially at that time of night.
Atmosphere: 4
Food: 4
Service: 5
Jerome Lawson
Nice people
Atmosphere: 5
Food: 5
Service: 5
Devon Williams
Was the only car in the drive thru, ordered a roast beef and cheddar, was not given a roast beef and cheddar.
Aniya Rhodes
I eat the ruben..it is great on rye bread.
John Swindler
The Sweet Quarter Pound Pulled Pork Sandwich is good. Jalapeños Poppers and there delicious Potato cakes. The Cedric Bussin Brown was my favorite sauce.
Friendly and nice people work here. Will eat here again.
Atmosphere: 5
Food: 5
Service: 5
We went through the drive-thru, things were quickly served to us and they tasted delicious. Noticed they got 100% from the health department yay 🙂
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Curly Fries, Double Roast Beef, Curly Fries Medium, Classic Beef 'N Cheddar
Worst Experience Using a Gift Card—Wasted over 2 Hours and Still No Resolution
On Friday, August 8th, I received a $15 Arby’s e-gift card (with QR code, gift card number, and PIN) intending to order online as I always do and use Arby’s promotions. The website had NO PLACE to enter the gift card. After searching, I called the Midland’s Commons Arby’s—spent about 10 minutes speaking with a male employee who was uninformed and even mentioned DoorDash, which I hadn’t brought up at all. He then spoke to a manager but still couldn’t give me answers on how to redeem a gift card online.
I'm not sure why Assistant Manager J. Evans is in his position. He is not assertive, not solution-oriented, proactive, personable or helpful. He is an expert if he were an inanimate OBJECT.
When I double-checked the gift card email, I realized it could only be redeemed in person—meaning I lost out on all online deals like $5 off, 20% off, and BOGO.
I printed out my gift card and physically went to the store (since we always pick up online and use promos). I presented BOTH the paper printout and my phone, showing the QR code, card number, and PIN. Assistant manager J. Evans and all the other employees couldn’t figure out how to scan or redeem the gift card. Evans blamed a broken scanner, but I watched him help other customers with no problem and the store wasn’t busy. No one gave me an error code or any specific explanation. I offered to let them try scanning from my phone but got the same result: nothing. Not one employee could give me info to relay to the corporation customer service agent or offer a concrete solution.
When I asked for the exact error message, I was told nothing showed—just that it wasn’t working. No one tried to manually enter the card, and there was no ownership or empathy from staff. I would have had more respect if someone had admitted they didn’t know and offered to escalate the issue.
Out of frustration, I called corporate and spoke to Martin. He was nonchalant; I had to prompt him to even collect my info and the gift card details. He opened a trouble ticket but gave no ticket number or timeframe for resolution and offered NO apology or compensation for my wasted time and inconvenience.
I wasted nearly 2 hours. Because your staff couldn’t process the e-gift card and I only had cash (no debit card for online deals), I bought just 3 of the 7 items I planned—losing out on sales and deals. Staff was indifferent; there was no empathy or even basic courtesy.
Arby’s not only lost my business but also my trust. I’ll be sharing this on other social media outlets. If you care about your time, skip this location and think twice about using an Arby’s e-gift card.
Atmosphere: 1
Food: 1
Service: 1
The lady working the drive through was super nice. Really enjoyed her attitude!!
Atmosphere: 5
Food: 5
Service: 5
Always great hot food (variety), kind and helpful employees, extremely clean and serene. I'm referring to the Midland Commons location. I'm a regular customer who orders via the app then decides to eat in the restaurant. ☺️
Atmosphere: 5
Food: 5
Service: 5
They have amazing customer service, especially at that time of night.
Atmosphere: 4
Food: 4
Service: 5
Nice people
Atmosphere: 5
Food: 5
Service: 5
Was the only car in the drive thru, ordered a roast beef and cheddar, was not given a roast beef and cheddar.
I eat the ruben..it is great on rye bread.
The Sweet Quarter Pound Pulled Pork Sandwich is good. Jalapeños Poppers and there delicious Potato cakes. The Cedric Bussin Brown was my favorite sauce.
Restaurantji Recommends
Food is always good. Another customer was being way too specific on their order that took 20 minutes. It is fast food not gourmet.
Atmosphere: 4
Food: 5
Service: 4
Recommended dishes: Classic Beef 'N Cheddar, Double Beef 'N Cheddar
Great location. Fast and friendly service. Very clean.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Double Roast Beef
Nice clean place to stop for a quick bite
Atmosphere: 5
Food: 5
Service: 5
food is always great and everyone is super friendly and they get you in and out quick.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Classic French Dip & Swiss, Double Roast Beef
Great customer service. Great value. Loved it.
Atmosphere: 5
Food: 5
Service: 5
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