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          Business Profile

          Carry Out Food

          Arbys

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Carry Out Food.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            05/31/2022

            Complaint Type:
            Billing Issues
            Status:
            Unanswered
            On 5/1/22 ** *******, ****** and I went into Arby's to purchase food. The store said they were having trouble with their credit card machine and so it required multiple credit card swipes with both my card and ** *******'s card. We received a receipt for a purchase of $15.06. On May 4th, we noticed 3 charges were posted, each in the amount of $15.96 (2 charges on ** *******'s card and one on my card), resulting in an overcharge of $32.82. On 5/4/22, I contacted Arby's customer support at 800-599-2729. They said they would open a report and someone would contact me. On 5/9/22 after no response, ** ******* contacted Arby's customer support again (*** *) and they opened report #********. We contacted Arby's customer support again on 5/17/22 and were told they would open another report. On 5/17/22, we received an email from *******, the GM at Arby's in "******". She said that she can only issue a refund in person and asked that we stop by her store. On the same day, we responded that we live in Kansas City and would not be able to drive to her store in Louisville, KY and again requested that our credit card by credited the overcharged amount. On 5/18/22 we received an email from Arby's guest support (*** ***** ********************) apologizing for our experience and said the feedback was shared the the restaurant's leadership team and that they would mail us a "Make it Right" card for a complimentary meal (which we never received). On 5/20/22 we responded with an inquiry as to when they would refund the money. 5/20/22 *** ***** responded that they would be happy to issue a refund if we provided a phone number for the GM to contact us. 5/24/22 we reached out to request a status update. 5/25/22 Ray said that the owner of the company had to get involved since the transaction was older than one week. He said the owner said the easiest way for us to dispute the charge is through our credit card company. This is where the situation currently stands.

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          BBB Rating & Accreditation

          B-

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 35

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          1640 Kentucky Mills Drive

          Louisville, KY 40299

          (502) 267-8130

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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