Customer Reviews (100)

Mike Chismar • 2025-03-30T22:59:15.268Z

they do not allow you to cancel an order in the app.

Kimberly Stewart • 2025-03-30T22:41:11.852Z

app never works, constantly gives login error

Alfred Arreguin • 2025-03-30T19:50:43.828Z

great place to get lunch, curly fries are great

Summary of Key Insights

The Arby's app receives mixed reviews, with a significant number of users experiencing technical issues that prevent them from ordering. While many users appreciate the deals and convenience the app can offer, recurring problems with login, payment processing, location services, and order placement negatively impact the overall user experience. The inability to use gift cards within the app is also a major point of frustration. Sentiment is polarized, with many 5-star reviews praising the food and deals, but a large number of 1-star reviews highlighting the app's unreliability. The overall rating is pulled down by the critical technical issues.

Overall Rating: Approximately 3.4 stars (based on the score distribution) Score Distribution: 5-star (56%), 4-star (10%), 3-star (1%), 2-star (5%), 1-star (28%)

Key Strengths:

  • Deals and coupons are appreciated.
  • Convenience when the app functions correctly.
  • Easy to use interface (when it works).

Key Weaknesses:

  • Technical issues (login problems, payment failures, location errors).
  • Inability to use gift cards.
  • Order placement failures.
  • Menu inaccuracies and outdated information.
  • Lack of order customization options (condiments, bun type).

Data & Methodology Overview

Data Sample Size: 100 reviews Time Frame: Not explicitly stated, but likely covers recent months given the version number (4.38.10). Analysis Methods:

  • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on the language used.
  • Keyword Extraction: Identifying frequently mentioned keywords and phrases related to app functionality, issues, and user requests.
  • Quantitative Analysis: Calculating the percentage of reviews for each star rating.

Key User Pain Points

  • Login Issues: Users frequently report being unable to log in, being logged out repeatedly, or the app not recognizing their phone number.
  • Payment Problems: Payment methods (Google Pay, credit cards) are often rejected, or the app gets stuck on the checkout screen.
  • Location Services Errors: The app fails to detect the user's location accurately, even when they are at the restaurant. This prevents them from ordering or accessing deals.
  • Order Placement Failures: Users are unable to complete orders due to technical errors or the app failing to process the order.
  • Inability to Use Gift Cards: A major point of frustration is the inability to redeem Arby's gift cards through the app.
  • Menu Inaccuracies: The app displays outdated menu items or marks items as "unavailable" when they are actually available in the restaurant.
  • Unreliable Functionality: General complaints about the app being unusable, not working, or constantly experiencing technical difficulties.
  • Cancellation Issues: Users report that they cannot cancel orders placed through the app.

Frequently Requested Features

  • Gift Card Redemption: The ability to use Arby's gift cards for online orders.
  • Rewards Program: A fully functional rewards program integrated into the app.
  • Order Customization: Options to customize orders with specific condiments, bun types, and other preferences.
  • Drive-Thru Option: Clear indication and selection for drive-thru pickup.
  • Order Tracking: Real-time tracking of order status.
  • Save Payment Methods: Ability to save payment methods for faster checkout.

Strengths and Positive Aspects

  • Deals and Coupons: Users appreciate the availability of deals and coupons within the app.
  • Convenience (When Working): The app is seen as convenient for ordering ahead and saving time, when it functions correctly.
  • Easy to Use (Sometimes): Some users find the app easy to navigate and use, although this is often contradicted by reports of technical issues.
  • Good Food & Service (Restaurant Specific): Positive reviews often mention the good food and friendly service at specific Arby's locations, which is separate from the app's functionality.

Prioritized Action Recommendations

High Priority:

  • Fix Login Issues: Resolve the persistent login problems and phone number verification errors. This is a fundamental issue preventing app usage.
  • Address Payment Failures: Investigate and fix the payment processing errors with Google Pay and credit cards. Ensure secure and reliable payment transactions.
  • Improve Location Accuracy: Enhance location services to accurately detect the user's location and display nearby restaurants.
  • Ensure Order Placement Reliability: Fix the technical errors that prevent users from completing orders.
  • Implement Gift Card Redemption: Enable users to redeem Arby's gift cards within the app.

Medium Priority:

  • Update Menu Information: Regularly update the menu to ensure accuracy and display all available items, including promotional items.
  • Implement Order Customization Options: Add options to customize orders with condiments, bun types, and other preferences.
  • Improve Customer Support: Provide clear channels for users to report issues and receive timely assistance.
  • Cancellation Feature: Allow users to cancel their orders.

Low Priority:

  • UI Improvements: While not a major concern, some users find the UI less intuitive than other fast-food apps.
  • Drive-Thru Indication: Make it clearer whether a location offers drive-thru and allow users to select it as a pickup option.

Opportunities for Startup Ideas

  • Restaurant App QA/Testing Service: A service that specializes in testing and quality assurance for restaurant mobile apps, focusing on order accuracy, payment processing, and location services.
  • Gift Card Integration Platform: A platform that simplifies the integration of gift card redemption into mobile apps for small to medium-sized businesses.
  • Hyperlocal Deal Aggregator: An app that aggregates deals and promotions from local restaurants, factoring in real-time inventory and availability to avoid "unavailable" issues.

Trends and Observations

  • Technical Issues Dominate Negative Feedback: The overwhelming majority of negative reviews focus on technical issues and app unreliability.
  • Polarized Sentiment: Reviews are either very positive (5-star) or very negative (1-star), suggesting a significant divide between users who have a good experience and those who encounter problems.
  • Restaurant-Specific Experiences: Some positive reviews are tied to specific Arby's locations, indicating that the app's performance may vary depending on the restaurant.

Conclusion

The Arby's app has the potential to be a valuable tool for customers, but its current state is marred by significant technical issues. Addressing these issues is crucial to improving the user experience and increasing app adoption. Prioritizing the fixes outlined above, especially those related to login, payment, and location services, will have the greatest impact. The addition of gift card redemption and improved order customization would further enhance the app's appeal. Without these improvements, the app risks alienating customers and driving them to competitors. The recommendation is to immediately focus on fixing the critical technical flaws to stabilize the app and then gradually implement the requested features to improve user satisfaction.

Original App Link

https://play.google.com/store/apps/details?id=com.arbys.android.arbysapp