Zaxby's Customer Service Issues

My partner and I dined at Zaxby's in Indian Trail, NC last Sunday and our bill came to $14.87. I made the payment using my Visa Credit Card. Upon reviewing my statement, I noticed that I was charged twice for the same amount. I have attempted to reach out to Zaxby's through Facebook Private Message and Customer Feedback, but haven't received any response. I have also contacted Visa to dispute one of the duplicate charges and am awaiting their feedback. Initially, I believed this was an honest error, but now I'm uncertain. Despite being a frequent customer with no prior issues, I am left feeling uneasy about using my cards at Zaxby's. This experience has left me disappointed as it appears customer satisfaction is not a priority for the establishment. - R. E.

I have a suggestion for a new franchise location in Port St Joe, Florida. After Hurricane Michael, the town was not significantly damaged like adjacent Mexico Beach. Currently, McDonald's is operational, Burger King decided to demolish its restaurant, and SubWay is not returning. I believe building a Zaxby's on the vacant Burger King lot would be a great idea. As a frequent visitor with a beach house in Cape San Blas nearby, I see the potential for success due to the tourism industry supporting the area. With no chicken eatery in the three surrounding counties, the market for Zaxby's would be strong. The town of [redacted] is welcoming with a thriving high school, hospital, and community, situated between Mexico Beach, Apalachicola, and St George Island. Cape San Blas, just 18 miles away, is a popular tourism spot with Port St Joe being the closest town for amenities. Currently, only two family-owned eateries exist on Cape San Blas.

I noticed that my debit card was charged twice for my meal at Zaxby's in Monroe, GA. On April 20, [redacted], I was initially charged $16.78, followed by an additional $32.00 charge. Being a single mother with a part-time job, these unexpected charges have caused me several NSF fees and have put me in a tough spot financially. Despite leaving voicemails, sending emails, and even speaking with Ike at the store, no action has been taken to resolve this issue. I am hopeful that Zaxby's will refund the erroneous charge promptly to alleviate the financial strain it has caused me. Thank you, Terri T.

I recently worked as an assistant manager at Zaxby. Lately, I've noticed my hours, as the only manager, being cut. On October 4, Shan, the AGM, and I were on drive-thru duty when we noticed an issue with the fry box. We informed the GM, who was expediting, that the box felt off. After weighing it at 6.8 ounces, he dismissed our concerns. Later, when I greeted a guest at the front counter, the GM reprimanded me, saying it was time to be serious, despite my usual friendly demeanor being appreciated by customers. When I questioned his comment, he abruptly told me to go home. Feeling unjustly treated, I clocked out, thanking God for knowing I wasn't at fault. The GM then texted me not to come in on Saturday without any explanation. Despite discussing the situation with the DM, who acknowledged the GM's unprofessional behavior, I was left in the dark. As a manager, I should be given 40 hours, yet the schedule Mr. Mullins posted only showed two days of work for me. This lack of communication and respect has led me to the decision to leave the company.

On November 19, my sister visited Zaxby's at [redacted] Sigman Rd in Conyers, GA [redacted]. She made two separate orders and when she got back home, she discovered that both orders were incorrect. She contacted the restaurant and spoke with a young man named RJ who offered to fix the orders or provide a refund. However, upon returning to the location on November 16th, the manager stated that RJ wasn't authorized to replace orders or issue refunds, contradicting what RJ had promised earlier. This led to a frustrating experience where the manager accused her of lying in front of other customers and employees. As a hardworking individual who rarely eats out, she expects fair treatment and accurate orders when she does dine out. The miscommunication with RJ and the manager's dismissive attitude have left her feeling disrespected and unlikely to return to that specific location in the future. She has lodged a complaint and is awaiting a response to address this disappointing customer service encounter.

I spent approximately 40 minutes from the moment I arrived until we left. The wait at the speaker box was excessive. The employee taking my order seemed uninterested and rude. When I received my drinks (coke and Coke Zero), they weren't labeled, causing confusion since they both tasted the same. This was concerning due to my diabetic son. Additionally, I ordered fried pickles, which were missing. After going inside to address the issue, the staff's unprofessional behavior and burnt food (pickles and bacon for the salad) were unacceptable. I have evidence of the poor quality and service in photos. I am requesting a refund and will not be returning to Zaxby's in the future.

I had multiple concerns with the Zaxby's location on McCray's Mill Road in Sumter, South Carolina. Firstly, there was grease on the floor in the lobby leading up to the counter, creating a slippery and unsafe environment. Despite the presence of rugs, there was a greasy spot that posed a hazard. Secondly, although I had placed an order for 11:15, I arrived at 11:05 and did not receive my food until after 11:30, even though the staff seemed to be working hard. The third and most distressing issue was encountering a live roach crawling on the wall near the register, which understandably made me lose my appetite. I hope the management addresses these concerns promptly to improve the overall experience for customers.

I recently visited Zaxby's in Crawfordville, FL, which I frequent often. On Sunday, I ordered three meals and a side of fries, but my 6 Finger Plate was missing. Unfortunately, I only noticed this once I got back to work, 20 minutes away. When I called the restaurant, they suggested I return to collect the missing item. Despite spending a total of 80 minutes out of my work hours to rectify their mistake, the manager's response was unhelpful. I asked to speak with a specific employee, and the manager seemed unaware of her presence, even though I had seen her there. The manager's appearance and demeanor were unprofessional, and I ultimately received a refund for only the missing item. However, by the time I returned to my workplace to eat, the food was no longer enjoyable. I am contacting you in the hopes of receiving a full refund for my $27.99 meal due to the inconvenience and poor experience I encountered.

I have worked as a delivery driver for Doordash for nearly 2 years now. My ratings are excellent, and the merchants know me for being patient. However, I have encountered issues at Zaxby's in Rock Hill, S.C. Their service has been unsatisfactory during the evenings. Despite having good experiences during the daytime, I have been left waiting outside for long periods at night. During one instance, I was left waiting for 23 minutes for a simple order, even after contacting them once about my wait time. When I reached out to Doordash support to cancel the orders, I faced rudeness from the employees. Another Doordash driver beside me shared a similar experience and mentioned avoiding orders from this Zaxby's location. Ignoring delivery drivers not only affects our earnings but also impacts your business as customers may refrain from ordering again. It is unfair that we need to use the drive-thru to seek service. I hope you can address this issue promptly. Until this matter is resolved, I will have to decline orders from Zaxby's at the Heckle Blvd. location. Thank you for your attention to this matter.

I visited the drive-thru at Zaxby's on [redacted] Hwy 81 W, McDonough, GA [redacted]. I ordered a Cobb Salad without meat and 10 boneless wings. When I got home, I found everything in the bag was soaked in sauce. Napkins, dressing, and sauce leaked everywhere, even at the bag's bottom. I contacted Zaxby's, asking for a manager, and was put on hold for over 10 minutes. After calling back, I faced more delays. The person who answered insisted all managers were occupied. When I inquired about their identity, they rudely replied "team worker" before hanging up. I am seeking a refund or a coupon due to the poor service and rude treatment. Despite waiting in line for around 20 minutes, the food was handed to me hastily through the window without a greeting or receipt.

On 10/30/20, I visited a Zaxby's on Northside Drive in Atlanta, GA around 11:15 AM. I waited in the car line, placed my order at 11:22 AM, and was told to park and wait for my food. After waiting for 35 minutes, I tried calling the number on the receipt but no one answered. I had to leave after 40 minutes without receiving my order. I have the receipt with check number [redacted]. I won't be going back to Zaxby's and I'd like the $9.03 charge credited to my credit card. RTAL

I recently had a highly unpleasant experience at the restaurant. After waiting for 10 minutes to place my order, I received drinks with ice despite requesting them without. When I asked for new drinks, the cashier removed the ice instead of remaking them, and then they made fun of me with their colleagues. My order took longer than expected, missing my drinks and honey mustard. When I requested replacement fries instead of the missing items, the manager reacted poorly. I left feeling embarrassed in front of my child, without the complete meal. I called multiple times for a refund without any response. I am disappointed and will not return to this restaurant again.

My wife and I were at Zaxby's on [redacted] Baker Rd in Acworth, GA [redacted] today and placed an order. When we got to the window, I asked for a senior discount. The girl took my debit card, placed the order, but did not apply the discount. I told her again, and she claimed I never mentioned it. My wife heard me, and even another worker noticed. I requested the manager, but she shut the window. I honked, another worker came, and I asked for the manager, but he closed the window. Finally, the manager arrived, refunded the drink money, but it's not about the money. This has happened before at this store. If Zaxby's cares about its customers, they should address this issue promptly.

During my recent visit to your restaurant, I experienced multiple issues with my order. Initially, I received the wrong food, then after receiving the correct order, I was missing bread. The replacement bread I requested had hot sauce on it from the previous incorrect order. Despite voicing my concerns, the staff's response was unsatisfactory, and my order was remade incorrectly. This is disappointing as your establishment serves my favorite bread and salad. I feel mistreated and disrespected, especially considering my extensive background in customer service and the food industry. I am requesting my order be corrected for myself and the others in my party. Additionally, I would appreciate receiving plain bread without any sauce. I eagerly await a resolution. If not, I will continue to reach out. Thank you.

On 4/2/[redacted], I placed an order online with Zaxby's. Upon reaching their location at [redacted] Lafayette Parkway in LaGrange, GA [redacted], I experienced an extended wait in the drive-thru line. After the car in front of me moved, there was no response when I tried to place my order at the speaker. I proceeded to the window and was informed they were opening an hour late at 11:30. Despite requesting to cancel my order and receive a refund, I was instructed that being an online order, I must cancel it through the website, which unfortunately did not offer this option. The local store directed refunds to the website, but contacting the store did not yield any results as the manager refused to speak with me. Consequently, I was charged on my credit card, could not get a refund, lost my Zaxby's rewards, and wasted my lunch hour. Additionally, the corporate customer service was unreachable, and there was a lack of communication regarding the delayed opening.

I am Shirley Hall, and I visited your store at [redacted] US HWY 98 North in Lakeland, Florida, on Wednesday, May 26, [redacted]. I requested 2 House Zalads but received 2 Fried Cobb Zalads instead, which contain eggs I do not eat. When I contacted the store and spoke with Assistant Manager Chloe, she insisted I return the incorrect items, even though I live 7 miles away and had already waited 25 minutes in the drive-thru. I was charged $19.88 for the Cobb Zalads instead of the House Zalads I ordered. The situation was disappointing and inconvenient.

I noticed some unauthorized charges on my Cash app from location number [redacted] this morning. I reported the card stolen as I hadn't used it at that location in over two weeks. After that, three transactions showed up on my debit card, which I also hadn't used there in well over two weeks. The amounts were $11.53 at 9:30 am, $21.23 at 9:23 am, and $18.24 at 9:00 am. I suspect a shift manager at the restaurant because it wasn't even open yet. I've already canceled my card and will be filing a police report. As a single mother living paycheck to paycheck, this is a significant issue for me. I used to frequent this restaurant 2-3 times a week but now have doubts about returning unless this situation is resolved. I expect a prompt response regarding this matter. My name is Lauren H. and you can reach me at [redacted].

I attempted to place an order by phone at the Grayson, GA location, where I was informed they do not accept phone orders. Unable to use the Zaxby's app, I opted to order through Postmates. Upon my daughter's arrival to collect the order, she was met with a rude response from the drive-thru regarding the lack of a name on the order. The confirmation I received also did not include a name or order number. The staff's behavior was exceptionally impolite, including the use of offensive language. Despite my card being charged, we did not receive any food. I expect a refund and believe compensation is warranted. I have encountered others with similar negative experiences at this location, and I will not be returning. The order included Crinkle Fries - Basket x 1, Chicken Fingerz™ - 5 x 1, amounting to $13.35.

Can customers use the bathroom when picking up orders at restaurants? I recently had an issue at Zaxby’s on [redacted] in Cartersville, GA regarding bathroom use. This happened about three weeks ago, and the experience was unpleasant. I did not receive a receipt for my cash payment on that day. This is the first time I've encountered such a problem since the restaurant opened. It would be great to know if using the bathroom is allowed during order pick-up. Thank you for your help. Best regards, JAVIER Ramírez

While at Zaxby in Okeechobee, FL, an unsettling incident occurred. My daughter-in-law was at the register when a young man came in, ordered, and the manager told the staff to prepare his food, which was handed to him without him paying. Later, as we needed a bag, my daughter-in-law and I approached the manager at the counter, but she ignored us and took another customer's order before walking past us. Despite my daughter-in-law's attempt to get her attention, the manager did not acknowledge us until another staff member intervened. This experience of feeling racially profiled in front of my grandchildren was extremely upsetting. I have always valued treating people equally regardless of race, but the disregard shown to us by the manager was disturbing.