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

I've tried in the past to give zaxbys a chance over cane's. I think the flavoring for the breading of their chicken is better, and their fries are better when fresh (in my opinion). I ordered the chicken plate meal with 6 chicken fingers, and subbed out the coleslaw for extra fries. Also added in a nibbler, as I had a 4 dollars off 15, as I also got a large drinking bringing the total to 15 before tax. To start, they completely forgot to put the nibbler in the bag. Got outside and opened the bag up, and noticed it wasn't there. No biggie, things happen. The lady at the counter was very kind, and had them make a new one. Made the new one and all was well. Foolishly forgot to check the chicken finger plate, and they also didn't include in zax sauce. This definitely sealed the deal for me not coming back. Normally priced, this meal would have been 13 dollars. I could have spent a whole dollar more, and gotten chicken tenders from Texas roadhouse, and gotten sides that actually justified the cost. I'm not sure if the employees making the food just don't care, or if the owner is an ass and makes them portion control like it's the depression to maximize profit, but they definitely don't deserve the 4 star rating they have based on my...

Update a month after leaving a rating and no review, which isn't exactly uncommon:

Not the best chicken, mediocre at best, and I went because the power was out and I needed hot food. Now, given I had no wifi and was on data, I rated it 2 stars and left it at that.

What I did not expect was a response a month after rating, supposedly from the owner, with only my legal first name and nothing else. No one calls me Elizabeth, and the simple lack of anything else written has me unnerved to the point where I'm tempted to remove a star.

I stand by the ideal that the apparent owner of a venue does not make a customer who left a negative rating uncomfortable, even if it was a mistake. As of writing this, the reply was made 13 hours ago. I'm guessing it was a mistake or done by a bot, but I would hope that responses would be more personal than that.

Not doing too great on the customer service front either, if this eerily empty response to an empty star rating is anything to go by. Did other people get this kind of reply, or...

The food was ok the service was AWFUL. We needed or food to be gluten-free, they have a separate fryer. We specified this at the start of the order and several times during the order. The cashier never once entered anything onto our receipt to say they needed to be kept separate. And she kept "helping" by saying this is good and it was all covered with breading. Then we waited 35 minutes for our food on a lunch break! That was the lunch break when it takes 10 min to get there and 10 min back. Then when we pointed out how long we waited we got no I'm sorry, no explanations, no offer for a discount NOTHING. Even though we needed our food to be gluten free it was not a special order it was straight off the menu and since she did not even ask for the special fryer to be used it did not even get cooked separately. Several others were waiting nearly as long as we did. It was ridiculous. I doubt I will be willing to try them again without some strong positive feedback from...