Arby's - Suffolk

I have been living across the street from this restaurant for almost 3 years now. It's very convenient to come here, but unfortunately, their shake machine is always broken. I have never been able to order a milkshake because it's always down. I'm starting to wonder if this location even serves the milkshakes they advertise. It's gotten to the point where it's just laughable now.

This was the worst customer service experience I have ever had. I placed an order for 5 sandwiches at 7:37pm on November 30th, 2023. When we arrived at the restaurant, there was no one in the drive-thru or inside. After waiting for 15 minutes without receiving our food, I approached the counter to inquire about the delay. Our sandwiches were ready and sitting on the tray, but they were missing fries and au jus sauce for the French Dip. After 23 minutes, our food still wasn't ready. When it finally arrived after 27 minutes, one sandwich, an order of fries, and the au jus sauce were missing. When I brought this to the attention of the employee, she did not apologize or communicate with us, instead choosing to play on her phone. Despite my request for the missing items, she only begrudgingly filled the cups with au jus and placed them on the counter without handing them to us. It took over 30 minutes for our order to be complete, with the employee, Deshawna, displaying disrespectful behavior and unprofessionalism throughout the interaction. The service at this Arby's was unacceptable, and I will not be returning.

The food at this restaurant is delicious, especially the Wagyu beef burger. The service was a bit slow despite the fact that there were no other customers besides us, but the staff was polite. We placed a pickup order through the app and it took around 15 minutes to receive our food. This is a great spot to visit if you're not in a rush and prefer to avoid long lines. The dining area was also very clean.

Normally, it's one of my favorite Arby's to visit overall. Food quality on my visit on the week of November 20th was disappointing. The meat in both beef and cheddar doubles I ordered was mushy. Never had this problem before, but the mushy texture is entirely unexpected for meat.

Drive thru room 20 mins. Brisket sandwich was missing bbq sauce, received wrong fries which were cold.Tried to go inside to get bbq sauce, people were eating inside, but all doors were locked. Had to go to the DT window for sauce and hot fries.Not sure we'll return to this establishment.