Zaxby's Chicken Fingers & Buffalo Wings

I just wanted to say that I enjoyed the food at this restaurant.
During my interview, Mrs.
Gwen, the manager, was very friendly, relatable, and easy to talk to.
She was also very efficient in getting back to me and even hired me on the spot! Additionally, I have had a fairly decent meal here in the past, in particular, a $4 chicken tender platter with fries and toast that I had a couple of years ago.
And I find the atmosphere to be kosher. Update: I also enjoy the 50% discount while working here, and the signature Club Sandwich.
It's delicious! ❤️ And all the many different flavors and drink choices ah, decisions decisions oh what will I choose for today?

Owner response

My family ate at this place a few times a month, at least.
We typically order a chicken sandwich, chicken fingers, and a kids finger meal.
Thankfully it’s hard to screw that up but more often than not they’d forget extra sauces (that I paid for) or forget to swap coleslaw for toast or fries, give us a reg vs spicy chicken sandwich, etc.
But I would just let it slide because the food is good and I’m not that high strung.
My last experience was so bad that I will not spend another dollar at any Zaxby’s. I ordered the same thing I always do…they asked me to pull up to a spot in the drive through after I paid for my order, which is almost a given when you go there but this time made no sense because there was nobody even in line behind me.
When I got home, one of the meals was completely wrong.
There were no sauces in any of the boxes, except the kids meal which had Zax sauce (I specifically asked for ranch), no sauces at all in the other two meals, and missing the five extra sauces that I paid for. We had just got back into Jacksonville after a ten hour roadtrip and went straight to Zaxby’s on our way home so I wasn’t going to just let it slide this time.
I called the restaurant and spoke to the cashier.
I explained to her that the order was wrong but that my wife was just going to eat it, and that they forgot all of our sauces.
She offered to remake the food or give me a refund for the wrong order.
I opted for the refund so she asked me to bring my receipt in.
When I got to the restaurant, the “manager” (Faith) declined to refund my money because I didn’t have the food.
I told him I just spoke to the cashier and explained the situation.
They told me to bring in the receipt for a refund, so here I am.
He then told me that my receipt was NOT the receipt for my food (it absolutely was the receipt), but he also refused to give me the receipt back.
Weird.
He told me that I was not getting a refund and threatened to call the police if I didn’t leave….So I called Zaxby’s corporate office (which was great BTW) and the representative stayed on the line with me until the police showed up.
She says that my card is being refunded for the entire order but I haven’t seen it yet. I am thoroughly disgusted by this situation.
It takes a lot for me to write a review, especially a negative one, but this was the absolute worst experience I have ever had at any restaurant.
I worked in the service industry for 15 years.
It is not hard to look at a ticket and put the right thing in the bag, or to be hospitable and courteous, and to not treat customers like an inconvenience when they walk in because they interrupted your phone scrolling time. If this review gets in front of anyone that matters I’d highly encourage you to look deeper into how this particular store is run.
It’s the only one I ever go to so I can’t comment on others but I hope they aren’t all this bad.
We have been going there for YEARS and the last 2-3 are really when all of the problems started.
The food stayed good but the service is just awful now. Thanks

Owner response

Service is horrible! I ordered and PAID for extra sauces and when given my bag I saw there was nothing but ketchup and tongue torcher ( neither of which I asked for!) i let the ladies at the window know my sauces were missing and they kept insisting they were in the bag even though we were holding up the bag which clearly had no nuclear sauce, and the one with big lashes had a very nasty attitude! I told them we just checked and the only sauces they gave us were ones we hadn’t ordered.
Instead of just giving us the sauce, she said we needed to give her the tongue torchers back and then still was only trying to give me one sauce when I paid for two! The fries are also clearly old and BURNT just disgusting! Don’t eat here! The place needs to be shut down.

Owner response