Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Acworth

We ordered on the app last night for pickup. I placed the order at 7:11pm, to be ready ASAP, at 7:25pm. We arrived at the store at about 7:30. The order was not on the pickup rack. It took another 10 minutes to get an employee's (Vivianna) attention to try to find out where our order was. Our order was sitting behind the counter. We were handed one bag which was missing our chicken. It took another 5 minutes to get her attention to try to find out where the rest of our food was. She said they were making the chicken now. After 10 more minutes, she grabs another bag that had now been sitting on the counter for 25 minutes and said "I think this is y'all's..." and tries to hand me a bag of chicken that has now been sitting for almost 30 minutes. I make it clear this is unacceptable and she threw the bag back on the counter and says in the rudest tone "OKAY WELL THEY'RE MAKING IT FRESH FOR YOU NOW". After 10 more minutes of waiting, we've been here for 40 minutes now, our bag of fries that had been given to us is now cold, I ask to speak to a manager. Got a mediocre apology and still had to wait another 10 minutes for a remake. On top of that, they tried to charge us for sauces that we already paid for when they weren't in the new bag. We waited almost an hour for our food, and they had the audacity to not offer us a drink, the sauces, or a refund for the inconvenience and the bad attitude. I shouldn't be waiting almost an hour for "fast food" and Vivianna has an attitude every time I come in here and she is working. The last time I was here, I came in at 9:30 and she looked right at me before even asking what I needed and asked another employee "uh, what time do we close the lobby???" Does it matter? You guys close at 11. Are you really not going to serve me because I'm in the lobby an hour and a half before you close? Such a mediocre experience, when there's literally Popeye's across the street and KFC not even 3 minutes down the road. Zaxby's isn't the only option for chicken around this location, I'll happily go...

The customer service I received when I walked inside this establishment was awful. I went straight to the register, as there was no line, and the employee at the register completely ignored the fact that I was waiting to be served. Not only that, this same employee continued to leave from behind the register while scrolling on a cell phone, further ignoring my presence. There were also two other employees huddled around the register that the aforementioned employee had just abandoned. No one acknowledged my presence--not a "we'll be right with you," not even a hint of eye contact, or anything of the like. One of the two employees that were behind the counter finally decided to ask me what I'd like, but this was after a multitude of opportunities for someone to at least acknowledge that I was even in the building. I'd like to note that the first employee that I mentioned who was initially at the register just proceeded to hang around at the fountain soda machines (I had to reach around him for straws & condiments after receiving my food) while still scrolling on his phone as I was leaving with my order, only for him to THEN look up and finally glare at me as I was leaving the restaurant. This was one of the most irritating & awkward experiences I've had while waiting to be served from any establishment, thus the review. I couldn't imagine stepping foot inside this restaurant any time soon with the way I was treated. I've eaten from this location plenty, but this was my 1st (and most likely last) time going inside if I ever decide to spend my hard-earned money here again. More attention should have also been paid to the giant puddle of liquid that I stepped in near the register/online ordering shelf. Note there was no wet floor sign there either and this puddle was huge. Service and atmosphere get an...

Absolutely horrible. I’ve already contacted the restaurant for a refund. Every piece of my food was tough, chewy, cold or all the above. I received a fraction of the cheddar bites I should have. Half of my cheddar bites were fresh, but the other half were tough and cold. I asked for my chicken tossed in buffalo. They were all cold and tough, and they barely added any sauce to it. The bread was so tough that I literally couldn’t pull it apart into pieces without significant effort. It was really gross. To top it off the fries were cold. Literally every bit of my meal was horrible. I just want my money back.

EDIT: The manager has refused to send me a refund unless I drive all the way back to the store. I live 45 minutes away and have explained how difficult it would be to make that drive just for a $12 refund. I asked that she simply send a gift card for the $12 since I paid in cash and they refuse. I have seen other retailers do this before with no issues at all, but she refuses to budge. I just want my money back. I’m not asking for anything more than my $12 refund. I don’t understand why that’s such an outrageous task. I have had to send multiple emails to them just to receive one response, and the response is always “you’ll just have to come to the store”. This service is one of the worst I’ve ever seen.

EDIT 6 weeks later: The restaurant commented below my review and told me to follow the attached link to discuss my experience. I already did this the first time (with no solution) but decided to try it again, given that they commented on my review. I will update when(if) I hear back.

EDIT 3 more weeks later: A manager reached out to me and stated she was passing my info along to another manager on July 6th. It is now July 25th and I have yet...