Zaxby's review: manager's lack of concern regarding complaint

On 8/14/19 at 6:07pm a purchase of two menu items were made at your drive thru. One of the selections was your wings and things of which the chicken tenders were dried out, hard and tasteless. Upon contacting the manager Robert Engelauf instead of an apologetic response, he stated company policy is when I return the food and receipt he can offer a refund or a replacement order. My immediate thoughts were this guy thinks I'm trying to con him out of a free meal or worse. My thinking is as a manager he should insure your customers are receiving food products of satisfactory taste and quality. It's an inconvenience for me to take the time to return a purchase when I should be enjoying it. I think the issue is his not being more sympathetic and understanding about predicament than my returning an order I'm dissatisfied with.