Zaxbys Chicken Fingers & Buffalo Wings

I ordered traditional wings because I can't eat a lot of breading due to health reasons.
The drive through cashier double and triple checked that I wanted traditional wings not boneless wings.
I was given boneless, and couldn't make sure until I got home.
I also wasn't given my receipt so I can't do the survey unfortunately.
Really sad because I love Zaxbys and can only eat my fries.
:(

Owner response

On Saturday January 27, 2024, at approximately 5:30pm, my wife and I went to Zaxby’s on Apalachee Parkway, in Tallahassee, FL.
We ordered two loaded fries.
When we received our order, we noticed that the fries were not fresh.
They appeared as if they were previously cooked, then put back into hot grease to reheat them.
We asked the gentleman that rung us up if they could give us fresh fries.
He said yes.
I attempted to give him back the order and he told us to keep it and asked us to pull forward and they will bring out a fresh order shortly. While we were waiting for the fresh loaded fries.
My wife picked through the previous order tasting the fries and chicken.
She noticed that some of the chicken was not cooked thoroughly and was chewy and pink in the middle.
Due to the obvious health concern, we no longer felt safe eating from there.
My wife attempted to enter the lobby to inform the staff and to tell them that we would prefer a refund, but the lobby was closed.
We wanted to stop them before they completed the remake, so my wife called the store. She explained the situation to an associate, who then reported it to the manager.
The manager was very curt and rude.
With no greeting nor apology, she said that she would come get our card.
When the manager (a Caucasian female with a nose ring) arrived at our vehicle she appeared to be upset.
I gave her my card for the refund, she said in a very rude tone “we was about the bring the order out”.
I explained to her the situation, then she asked for us to give her the previous order back.
I explained that we would like to keep it, because if my wife got sick, we would have evidence of where it came from.
The manager then rudely turned and left back for the store.
A few moments later, a different associate (a Black girl wearing a head wrap and black letterman styled jacket) returned my card and receipt for the refund.
I asked her, what was the name of the previous person that came out and she replied “I can’t give you that” then walked away. Out of the 13 years of coming to Zaxby’s, this has been by far the worst experience.
This was bad enough that we no longer want to return.
This location has a history of bad customer service, but it appears to be getting worse.
Not only that, but customers health is being put at risk.
Had they just apologized and took ownership, we would have just gone about our way, but I’m going to let it be known the experience we’ve had.
If need be, I have recordings of the event.
This location needs to have better training for staff and hold bad customer service accountable.

Owner response

Staff took nearly 10 minutes to even say a word to my family and even then it was a shi!t show.
Rude.
They couldn't get our orders right.
Will never go back to such a disrespectful place.
Wish I could give negative stars.