Zaxby's Chicken Fingers & Buffalo Wings — Restaurant in Charleston

First I did send email to corporate to complain. Email sent. From: Disappointed Customer

I want to fist start off by saying I use to LOVE eating at Zaxbys at 3476 Shelby CT, Charleston SC 29414.  Over the past 6 month this store has gone down hill with quality of food and customer service.

On 8/22/2024 at 9:30pm i arrived ordered a #1 Snack pack with Dr Pepper, #2 6 piece finger playe & cheese bites.  We received the #1 & cheese bites but as you can see with the attached picture I received 3 chicken breast with crumbled bacon. By the way I live 15 min from the store, picked up the food drove home & open to that food attached. Unbelievably disappointed. So I called the store no answer. I called back 10x before anyone answered. Explained to the guy that answered the phone I was on my way back.  He said "if I can make it there before closing he will refund the money. "  I live a good 14 to 15 min away. But I get there with 5 min before closing.  What really has me pissed off I never got an apology for the mistake and having to drive back there for my money. Now I was on my way home from taking my elderly uncle home that had just been in a bad wreck. I was looking for the enjoying a meal and relaxing. Yet I have to deal with the LACK of care that your employees have shown. I will never ever go back to that store again EVER!  Depending on the feed back I get from corporate will determine if I completely removing ALL Zaxbys from a place where I will ever diner at.  I can completely understand mistakes but the attitude I received for something that was completely their fault is ridiculous. I showed it to him, the other 2 females working the counter looked at it and the cook in the back looked at it.  Not a single person cared. Im assuming the guy that gave me the credit card refund was a manager. He didn't even apologize to me. I wasted 15 minutes driving back, 15 miles in gas and NO FOOD!   I can see this place closing if this is the kind of customer service that you give. Its very unfortunate because I once...

Update: I went through the drive-thru today around 1pm ish. I order the same thing I get every time I come (Kicken Chicken sub Tongue Torch for Zax Sauce) after placing my order, which was repeated back and understood clearly. I pull around to meet two awesome cashiers, both greeted with smile and order handed with no issues. After receiving my food, I didn't check it because I thought they did such a great job. My order will be right. I get home ready to eat open the box, and BAM, there is Tongue Torch on sandwich... I contacted Zaxby because, ironically, I was given a survey. I filled it out and then was contacted by the general manager, Zachary. After emailing, I was asked to do more explaining as to why this happened, and they will refund my order from a log book they keep at the store. I asked why a refund couldn't be done for me. Zachary stated that due to Zaxby's policy, he can not refund me due to a drive-through order. I told him I would not return again, keep my money, and wished him and his store the best of luck....

This hurts...

I love Zaxby's and all the heartburn I get, but today, I'm really disappointed in the service food and cleanliness of this establishment. We, as consumers, spend too much money on the raised prices here to have complete misses. Also, I'm missing an extra cup of Zax's sauce. No extra seasoning. Then, no sauces on the sandwich were the slap in the face for me and the kick...

Went by this morning at 1133am through the drive through and was greeted by Jasmine who was awesome from beginning to end and recited my order exactly how I asked for it. Thanked me and asked me to drive up to window. I was greeted by Zachary who was awesome as well from beginning to end. Recited my order back to me and we had a quick conversation about the construction around the store. I thanked him for his and Jasmine’s courtesy. I was picking up lunch for my parents and when I got there I told them how my experience was. My mom said she has been by there twice in the last two weeks and it was great as well. Keep up the great attitudes! Zachary told me about a survey on the receipt and I tried to do it tonight but stopped a few questions in and was way too intrusive and didn’t have anything to do with my experience. ZAXBYS corporate has to do better with surveys to get people to complete them. I was offered a BOGO of a Zac snacks but definitely not worth it. Zachary made the offer clear but that was not the reason I was going to fill out the resume. I was going to fill it out because of the great experience I had today. Thank you Jasmine and Zachary. I called this evening to let the on duty manager know about the survey experience and he was awesome as well. Seems like the Team there has the right attitude. Hard to find that type of team attitude at any work place.

Thank you...