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1.2 402 Reviews

Zaxby's Complaints Summary

22 Resolved
368 Unresolved
Our verdict: If considering services from Zaxby's with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Zaxby's reviews & complaints 402

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S
12:19 pm EST

Zaxby's overall service and dining experience

Date: Nov. 30, 2018
Time: 7:14PM
Check #: 6425
Order: 1 Club Sandwich Meal
1 (4) Finger Plate Meal
Total Order : $16.76

Complaint:
Long wait; Beverage area in total disarray, fountain machine ice dispenser not working, other ice dispenser almost empty, lemon slices empty, napkins empty, ketchup pump empty. Many tables and booths had not been cleaned. Plastic container near register with ketchup packets only had two packets left in the container. Had to ask the cashier for napkins.

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C
7:45 pm EST

Zaxby's very poor customer service

We went to dine at Zaxby's at 5:45 pm. At the Durham, NC location on Roxboro Rd.. The cashier was positioned at the register to the right and I was front facing
The cashier never asked to take my husband's order, when it became my turn to order she just stood and looked at me and said nothing even after I said "hello". We had to go back to the counter to ask for utensils as we had salad and coleslaw. This location has very unfriendly employees. We've noticed it a time or two on previous visits with other employees but tried to ignore it. (The last time they ran out of ketchup and didn't want to fill the despenser. The ketchup bag sat visible on the counter. My husband ran next door to another restaurant to get ketchup. We most likely wont be going back to that Durham location. There are too many nearby choices with employees who know how to treat their customers.

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6:04 pm EST
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Zaxby's had a pin in my salad

My husband purchased a Big Zax, a TLC combo and a Cobb Zalad with no cucumbers. I ate most if my salad and got to the last 2 bites and bit into a screw/pin. I chipped a tooth in the process. I called the store and spoke to Zack, the manager on duty.
How does this happen? He told me it happens! He apologized, offers reimbursement and another salad. I just wanted you to be aware this happened and want to know what this is. This happened at the Franklin, Ky location.

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B
5:28 pm EST

Zaxby's customer service

Ordered a chicken finger plate with a tea and 2 cups of ice. I understand you have to meet drive thru time...but as a customer you shouldn't feel rushed. She handed me the 2 cups of ice out the window quickly then the tea with the lid barley on handed to my passenger and the tea wasted all over my passenger and my seats! Handed her back the cup and asked her do they not give out drink trays! She filled the cup back up and put the lid on all the way but at this point I was angry bc she got an attitude bc I asked for a drink tray!

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2:14 pm EDT

Zaxby's wrong order and cold food

I went to the zaxbys in covington Ga on salem rd, and i ordered the sweet and Smokey sandwich meal and fried oysters and they told me it was suppose to have sweet n tangy sauce on it, but once i pulled off i opened my food and saw it was a regular chicken sandwich with only pickles on it and my oysters were cold i never had these issues with them before cause i go there all the time.

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5:23 pm EDT
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Zaxby's service

My family frequently eat at zaxbys but this is our first and last time at the one im Fountain Inn South Carolina. It ia a shame they didn't get our order right when we ordered fingers and not wings but charged us for the fingers price. On top of that wanted me to pay $2 to roll our chicken in the sauce. The manager didn't want to supply us with enough sauce for us to do it ourselves either. When you spend $60 or more every time you visit an establishment you expect more.

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2:22 am EDT
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Zaxby's customer service

Me & my husband ordered two chicken sandwich platters at the zaxbys in fayetteville nc on ramsey st. And our fries were cold. They took our old cold fries and actually refried them and served them back to us! They were brownish & very greasy disgusting! I will never eat at zaxbys again until I receive an apology & refund for such horrible service. I should have took pictures. This awful experience makes me want to post it on social media!

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U
5:14 pm EDT

Zaxby's chips and drive thru

I am at the Zaxby's drive thru (short for through for this note) almost once a week. My Grandsons like me to get them something to eat when I am picking them up from school for gymnastics on Monday. I understand when the drive thru is busy to ask cars to pull forward if the order is large and going to take a while. For instance, this past Monday I made a simple order of 2 kids meals, 10 fingers and a few sides. They did not ask me to move around, although it took them more than twice as long to get my order out as usual and the drive thru backed up considerably. I would have understood asking me to move around, although they did not. I do not understand when asking you to move around and take another 10 to 15 minutes to get your order out to you After they clear the line away. Then there is today. I ordered 10 finger and chips. There was no one else in line nor anyone in the back ordering. They asked me to move around. I also asked for her to make sure the chips were cooked crisp this time since the previous order was mushy and raw. Why as me to move around. No one came through the entire time I sat there. I still got some soft chewy chips. Do Not ask me to move around and COOK THE CHIPS.

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9:51 am EDT

Zaxby's my salad had a screw or some sort of metal piece in it. at the mableton, ga location

I typically eat at this Zaxby's 1-2 times a week as it is convenient for me and my son to utilize the drive-thru. However, last night I got home and as I was eating my salad I bit down and cracked my tooth on what looks to be bolt of some sort. This was in the salad and I am not sure how this got here, but this unacceptable. I could have swallowed this or broke my tooth in half. I am going to need to go to a dentist and i will contact the board of health for this county. When I called to speak with the manager they said we are sorry we are not sure how that got in there.

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Gogeyi
, US
Dec 03, 2018 1:02 am EST
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Went to the ZAXBYS store in Algood Tennessee on December 1st at 6 pm ordered a Cobb Salad thru the drive thru and an order of fries when home ate it than went to bed later woke up with a bad stomach ache. Was up all night sick going to the bathroom. So Sunday called the Algood store spike with the General Manager and told her what happened and she had the nerve to tell me the stomach flu was going around and I probably had that I was so upset I told her no I didn't get sick until after I ate the Cobb Salad. I am 65 and disabled this is not right she did not care that I had gotten sick at all so I ask who the owner was and she said Chris Fuller. And that he would call me later this was about 10 he had called and than he called and left a message about 5 30 saying he would be at the Algood store around 12 on Monday. So we will wait and see what he has to say but I did file a complaint with the BBB OFFICE because of the way the. General Manager Kimbery spoke to me.

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E
10:14 pm EDT

Zaxby's service

The drive-thru employee at the Maumelle AR location was very rude. Only customer at the drive-thru at the time of order and after waiting over 5 mins had go inside to pick up order. After consumption I became ill. Reported to supervisor on duty and awaiting follow up from Manager. Zaxby has been a favorite fast food location for my family but after my experience on Thursday, October 18, 2018, we will not be returning.

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L
4:24 pm EDT

Zaxby's decide of food and service

I visited your location in Hiawassee Georgia this week only to be disappointed again with the decline of service and product freshness.

I am not one that usually rants publicly however, I'm done being disappointed! ZAXBYS, in general, WAS ONCE one of my favs. Every time I have been there of late, disappointment is the only thing on the menu. Today, I ordered a side of French Fries, and a drink. Their greeting as I pulled up to the window, or lack thereof, was that of your grandmother eating sour worms for the first time. I had to ask for ketchup, I had to ask for a straw, and forgot to ask for napkins as they seemingly are a condiment of great expense and don't "just come" with your meal these days! I paid $20.22 for a $4.22 meal however, the young man counting my change back, needed to refer back to the screen 3 times (3X) ... yes, THREE for the correct amount to return to me. NOT ONLY did he NOT count it back to me (**pet peeve), he wadded it up in the receipt (***bigger pet peeve) and handed it out the window. He did NOT say THANK YOU, he did NOT say have a nice day, or ANYTHING ELSE SOMEONE IN CUSTOMER SERVICE SHOULD KNOW TO SAY!

Just last week, a friend of mine and I stopped at the ZAXBYS in FRANKLIN NC for a snack and found the ice machine (*a separate machine just for ice), empty, their best drink -SWEET TEA- empty, their soda machine (**one of those that has like 100 various cokes), out of coke - amongst other things. The place you put your cup to get ice from this machine was so filthy I wouldn't let my dog lick it!

I looked at some online reviews and it seems to be a subpar trend at these locations.

Don't expect our family to continue being patrons.

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5:58 pm EDT
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Zaxby's phone etiquette when taking orders

This morning approximately 1115 I called Zaxbys store in Palm Coast Florida on Cypress pointe Parkway to make an order of the chicken tender platter the phone was answered by a boy named NEKO He answered the phone Zaxbys this is Niko can you please hold I said all right no problem I drove from my house 10 miles into town and I'm still on hold nobody came back to say one word friendly driving in disillusioned I hung up and tried to redial I continue to call back for 10 minutes no one answered the phone it just kept ringing and ringing I looked and stop the car on the side of the road to see if I was dialing the correct number I was finally a girl answered the phone I explained I was on hold and ignored I wanted to make an order for a chicken platter OK ha ha Ha started laughing I don't understand these people you're not interested in helping people on the phone
When I finally place the order I asked for it to be ready at 3 PM they took the order and it kept asking me to hold on hold on hold on a minute I said look I got to go finally the order was placed I wasn't even sure what I was going to find at 3 o'clock when I went to get the tray I did see NEKO at the drive-through window approximately 330 when I arrived I did call prior to arrival and let him know I was on my way and I said you are the man who left me on the phone all morning and did not come back I did not like that at all finally I went to pay nobody knew where the water was he told me he had it ready and again I waited 10 minutes at the window I was very upset and will not order from you again this business is not professionally run there's a bunch of kids at the window who have no idea how to control customers and the service was extremely poor I'm buried upset from but I spent over $65 in the restaurant between platters salads frys and fried cheese just awful business never again $65 and I have to wait! No

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7:44 am EDT

Zaxby's armed employee

A zaxbys employee by the name of Billy Irwin at the zaxbys in Osage Beach, Missouri is unlawfully carrying a gun holstered at his hip while he cooks chicken fingers. When he was asked to leave the wrapon in his car he was given permission by general manager jason reed to continue to remain armed while on duty. This issue is a cause for concern and not only can result in tragedy, but also an unwanted lawsuit against zaxbys. I do not wish for any employee to have their employment terminated, only to disarm the armed employee to prevent a tragic accident.

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4:01 pm EDT

Zaxby's second visit!

I previously worked for zaxby's as assistant general manager for 3 years at the new garden location so when I go pay for hot and fresh chicken I expect the same quality and service I ALWAYS served. Yesterday when I ordered (Buffalo zax snack in HHM with no toast or celery w/ grape Sprite) I got handed the wrong drink but I have it back and she got mine corrected . I got home and of course both celery and toast was put in my box that was ok I just took them out myself. I started to eat my chicken fingers but they were literally pieces of chicken, not 3 strips. And I went to drink my soda and it was soda water 😢😢 it was horrible. So I called and spoke with a young lady by the name of tiara and she apologized and replace my meal and put my name in the book as I told her I couldn't come back because my son is sick and I couldn't leave home. Today I went back to get my free meal for lunch and that was by far the worst service I've ever received. The food was cold and old and the service was horrible I was asked to come inside and I told them I couldn't because my son was in the car sick and I didn't want to get him out and at this point I'm not feeling good either which I shouldn't have to explain because Tiara didn't tell me that I would have to come inside to get the customer complaint resolved. The food that I received today again I had pieces of chicken finger a box full of cold fries and a ranch thrown in the bag.

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4:38 pm EDT

Zaxby's I was promised a coupon in july 2018 and I have not received it.

Hello,
In July 2018 I renewed the birthday sign-up due to not receiving postcard as usual. The following auto message occured:
"Zaxbys subscribed. When you sign up for the email club via Zaxbys.com, you will receive your Free Sandwich Meal postcard at the mailing address you provided in about six to eight weeks."
August 20, 2018 I emailed again.
I then called [protected] and spoke with Ms. Rose who said I would receive a call. This is the reference I was given [protected].
Oct. 4th 5:08pm I still have not. I called support number again and spoke with Samaad. He pulled up my name in their system and the previous call log and notes were there. Unfortunately, I was just provided the same apology and told corporate office would be notified and I would receive a call. This has definitely changed my view and desire to be a patron at your establishment. I work at a school nearby one of your stores and knowing this lack of customer service is happening would be quite disappointing. I hope to hear back from someone promptly.
Regards

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2:09 pm EDT

Zaxby's unethical behavior (taylor assistant manager)

Date of incident :September 27th, 2018
I came into the restaurant on a Thursday of September, She was a very rude, disrespectful employee that I met when I came into the restaurant when ordering some food, i asked her questions very politely and she answered them with sarcasm and when we finish our conversation. She walked away mumbling under her breath at me.

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5:41 pm EDT
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Zaxby's roaches

I went to the zaxbys in conway on Chruch St today. I saw SEVERAL roaches while in this store. I ordered my food and as I was finishing my meal, I saw 2 large roaches that crawled up the wall by the windows on the side of the restaurant with all of the windows. I decided not to finish my food . then as I was gettingg up, I dropped my keys on the floor and when I went to pick them up, saw several very small baby roaches running around. I did not tell the employees due to bad experiences in the past at 2 other restaurants where I was pretty much called a liar and actually asked to show them the roaches (as if I had caught them for show and tell)
I think this store should be inspected and treated for a bug infestation. This is beyond nasty and I plan on telling all of my friends and family to stay away from that store.

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12:33 am EDT

Zaxby's worst customer service ever!!

Around 7:30 pm tonight I arrived at the Zaxbys location in Spring and Interstate 45. My daughter and I placed our order by debit card and we were #7. We ordered 2 chicken sandwich meals w/fries and we were dining in..Another customer came in and ordered shortly afterwards making them #8. But some reason #8 customer was served before us, which then prompted me to inquire about about my order because we were first..The cashier was very rude and stated well when I showed her my receipt..she said thats just a debit card receipt.. what did you order..I told her it does not matte we were first and it the number is clearly at the bottom of the receipt and they should have the receipt at the back..She then stated that the cook was working on it..Another order came out and then went to the drive thru..Then we finally received our order which was incorrect.. We received 1 meal that was correct and 1 chicken fillet with no bun, no fixings ect..and it was also placed in a bag when I specifically stated that we were dining in..At this point I just wanted my money back..I explained the situation to one of the cashiers working in the drive thru and asked to be refunded.. A manager by the name of Joey came and started the transaction process, he did not apologize or ask how I would like for the transaction to be refunded back..I used my debit card..he gave me cash back..and my receipt was not given back to me as well..I am very disappointed and highly upset about how I was treated at..The service was terrible, the manager lacks customer service all the way around and it reflects highly on the staff and the how the store is ran..I have visited this location 3 times and this was the 4th..and I will not be back again..WORST SERVICE EVER!

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10:50 am EDT

Zaxby's anderson sc stores... unprofessionalism at its best from district manager to assistant managers

District manager acts if he's scared of managers and employees. I have never worked for a company that allow Managers deposits to come up missing with cameras and they only get suspended for 2 days. David Gary is scared of the 2 sorry excuse for managers and staff at that Clemson blvd store. Crew members come to work when they want or call out regularly and still have a job. Managers smoke weed and get high with crew members at work. Associates can walk off their job and still have a job.

David Gary is the worst excuse of a district manager I have ever seen he's apparently scared of the 2 sorry excuse for managers and staff at that Clemson blvd store.
Employees are very rude to the customers and very unprofessional. They took the best Manager at that store 1 week ago today.
Katelyn is the most unprofessional one of them all she dose is screams across the store. She constantly gets attitudes with customers as well as employees . I bet she want pass a drug test either.
Corporate should really take a closer look into the store and those running the store.
I'm sure you will uncover a lot more than what's in this complaint. Cameras don't lie and they work fine.
Fairness & Professionalism is the only thing that's going to save this location. You can hire all the white people you want they not going to work like we have for the pennies you pay us.

I would very much like to hear from owners to see how they are working to resolve the issues in The store at 3800 Clemson Blvd Anderson, SC 29621. You will continue to get complaints from customers and employees until some distracts changes are made.

[protected]@mail.com

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5:58 pm EDT

Zaxby's sauces

I came to zaxbys both morning and night before in the last couple days and I was charged for my extra sauces when I went in the morning (around 12) but I wasn't charged when I went at night (around 7) today. I don't want to be charged if I shouldn't be, I was told there was a new policy but like I said I wasn't charged. I don't want to pay extra when I don't have to. I'd only like for the whole stuff to know or understand the policy before we (anyone as a customer) has to pay but not pay.

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Zaxby's Customer Reviews Overview

Zaxby's is a popular fast-food chain that specializes in chicken dishes. The restaurant has received numerous positive reviews from customers who praise the quality of the food, the friendly service, and the overall dining experience.

Many customers have raved about the delicious chicken wings, tenders, and sandwiches that are served at Zaxby's. The food is often described as being fresh, flavorful, and cooked to perfection. Customers also appreciate the variety of sauces and seasonings that are available to customize their meals.

In addition to the food, customers have also praised the friendly and attentive service at Zaxby's. Many reviewers have noted that the staff is welcoming, helpful, and efficient, making for a pleasant dining experience.

Overall, Zaxby's has received high marks from customers who appreciate the quality of the food and the excellent service. Whether you're in the mood for a quick bite or a full meal, Zaxby's is a great choice for delicious chicken dishes.

Zaxby's In-depth Review

Overall Rating: Zaxby's is a top-notch fast-food restaurant that consistently delivers delicious food and excellent service. With its wide range of menu options, clean and inviting ambiance, and commitment to customer satisfaction, Zaxby's is a standout choice for a satisfying meal.

Menu Variety and Quality: Zaxby's offers a diverse menu that caters to all taste preferences. From their signature chicken fingers and wings to their mouthwatering salads and sandwiches, there is something for everyone. The quality of the ingredients is evident in every bite, with fresh and flavorful options that never disappoint.

Pricing and Value for Money: While Zaxby's may be slightly pricier than other fast-food chains, the quality and portion sizes justify the cost. The generous servings and high-quality ingredients make it worth every penny, ensuring that customers get great value for their money.

Customer Service: Zaxby's excels in customer service, with friendly and attentive staff who go above and beyond to ensure a pleasant dining experience. From taking orders with a smile to promptly addressing any concerns, the staff at Zaxby's consistently provide exceptional service.

Cleanliness and Ambiance: Zaxby's maintains a clean and inviting atmosphere, with well-maintained dining areas and restrooms. The restaurant's modern and vibrant decor adds to the overall ambiance, creating a comfortable and enjoyable dining environment.

Speed of Service: Zaxby's prides itself on its quick and efficient service. Whether dining in or using the drive-thru, customers can expect their orders to be prepared and delivered in a timely manner, ensuring a fast and convenient dining experience.

Online Ordering and Delivery Options: Zaxby's offers convenient online ordering through their website, allowing customers to easily customize their meals and schedule pick-up or delivery. The user-friendly interface and efficient delivery service make ordering from Zaxby's a breeze.

Loyalty Program and Special Offers: Zaxby's rewards its loyal customers through its Zax Fanz Club loyalty program. Members can enjoy exclusive offers, discounts, and even freebies, making it a worthwhile program for frequent visitors. Additionally, Zaxby's regularly introduces special limited-time offers, keeping customers excited and coming back for more.

Dietary Accommodations: Zaxby's understands the importance of catering to various dietary needs. They offer a range of options for those with specific dietary requirements, including gluten-free and vegetarian choices. The menu clearly indicates allergen information, ensuring that customers can make informed choices.

Location and Accessibility: Zaxby's has conveniently located restaurants in various locations, making it easily accessible to customers. The restaurants are typically situated in areas with ample parking, ensuring a hassle-free dining experience.

Social Responsibility and Sustainability Efforts: Zaxby's is committed to social responsibility and sustainability. They actively participate in community initiatives and support local charities. Additionally, Zaxby's takes steps to minimize its environmental impact, implementing eco-friendly practices and using sustainable packaging.

Innovation and Technology Integration: Zaxby's embraces innovation and technology, continually enhancing the customer experience. They have integrated digital ordering systems, allowing for seamless transactions and reducing wait times. Zaxby's also utilizes social media platforms to engage with customers and keep them informed about new offerings and promotions.

Brand Reputation and Trustworthiness: Zaxby's has built a strong reputation for its commitment to quality and customer satisfaction. With years of experience and a loyal customer base, Zaxby's is a trusted brand that consistently delivers on its promises.

Competitor Comparison: When compared to its competitors, Zaxby's stands out for its superior menu variety, quality ingredients, and exceptional customer service. While it may be slightly pricier, the overall dining experience and value for money make Zaxby's a clear winner.

Recommendations and Conclusion: For those seeking a delicious and satisfying fast-food experience, Zaxby's is a must-try. With its diverse menu, high-quality ingredients, and excellent customer service, Zaxby's consistently delivers a memorable dining experience. Whether dining in, ordering online, or utilizing their loyalty program, Zaxby's ensures that every customer leaves satisfied.

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Contact Zaxby's customer service

Phone numbers

+1 (706) 754-1122 +1 (866) 892-9297 More phone numbers

Website

www.zaxbys.com

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