Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Durham

This location is trash. I’ve tried this location multiple times over the past year, and it’s just one thing after the other, from unfriendly staff, long lines including taking your order at the speaker only to tell you that they’re out of stock of what you ordered at the window, to contradictory advertising. The latest today is apparently you can’t pick up your online order through the drive-thru. I ask can I switch to curbside since it was offered as an option on the website, and the only reason I didn’t choose it was because I was under the impression I could go through the drive-thru? We’re in a pandemic, and I don’t want to go into crowded places if I don’t have to. Suddenly they don’t offer curbside (even though it’s advertised on their website AND they have designated curbside parking spots with signs in the parking lot as of 2:24pm ET today, 12/28/21). Okay then can you just cancel my order? First, they tell me I have to do it on the website. I try that and it doesn’t work. Then suddenly I have to come inside for that too. They then proceed to come outside to my car, not wearing masks, to tell me that due to COVID protocol, they don’t offer curbside and can’t hand me my order in the drive thru. Not wearing masks. How does that even make sense? How come no other Zaxby’s locations have this issue (I’ve validated that with others who visit Zaxby’s in the Raleigh-Durham area) and this one location can’t get it right out ALL the Zaxby’s and other companies who do curbside with no issue and no fuss? Oh and to top it off all off, they told me it’s company policy. Again, I’ve talked to other people and gone to other locations where this is a non-issue. There’s another location about 15 minutes away in Cary that is MUCH nicer and has significantly better service, but it’s crazy to me that I should have to drive there when there’s one less than 5 minutes from where I live. All that said, I guess I won’t be ordering Zaxby’s that often, and when I do, I’ll have to go to that other location. It’s literally ALWAYS something new...

This tends to be one of the worse Zaxby's in NC, daytime or night. Terrible waits. Drink machine out of multiple flavors. "No one made any sweet tea" Stay giving out souffle cups of sauce, with just enough sauce to go cover the bottom of the sauce. No napkins. I thought Sanford was bad under the previous GM. This one is just atrocious.

Update

Date of Visit: 06.15.24

I am writing to express my disappointment with my recent visit to your Zaxby’s location at 5303 S Miami Blvd, Durham, NC, on 06.15.24. My experience was unsatisfactory and fell short of the standards I expect from your establishment.

Here are the specific issues I encountered:

Restroom Maintenance: The men’s restroom was out of soap, and the women’s restroom was out of paper towels. This lack of essential hygiene supplies is unacceptable and reflects poorly on the overall cleanliness of the restaurant.

Dining Area Supplies: The straws were extremely low, with some even having holes in them. Additionally, there were no regular-sized lids available. These are basic items that should be readily available for customers.

Staff Conduct: The front workers were seen playing, gossiping, and engaging with the cooks in a manner that was distracting and unprofessional. This behavior detracts from a productive work environment and delays service.

Order Fulfillment: Despite placing my order online, I observed another customer who ordered after me receive their food before I did. This indicates a lack of efficiency and organization in managing orders, especially for those placed online.

Food Quality: My toast was burnt, and once again, the instructions for extra seasoning on my fries were not followed. This recurring issue shows a lack of attention to detail in food preparation.

In my opinion, this Zaxby’s location has consistently underperformed, and my experience on this visit was particularly disappointing. I hope that the management will address these issues promptly to improve service quality and maintain the standards that...

FOOD SAFETY and the prevention of CROSS CONTAMINATION are obviously not a top priority!

I would have typically gone through the drive-though but tonight it was being blocked by a delivery truck so I was forced to go inside.

I requested that my toast was buttered on both sides, it was to my surprise when the gentleman working the chicken flouring station left this station wearing the same gloves he was wearing touching the flouring bucket to drop fries in the fryer. Previously, the person dropping chicken would always remove the designated RED chicken apron and would always wash their hands in the small sink beside the chicken cooler before rotating to a different station.

The cashier took a few steps to the kitchen to request the buttered toast. This next part is where I am lost for words! The same gentleman with the contaminated gloves and apron reaches into the bag of bread and began to make the toast! The GM, Cheryl, came to the front where I questioned her about what had changed with food safety rules Zaxbys once had in place with the red apron and required hand washing for the chicken station?? She “assured me that he was allowed to wear the same apron and gloves he’s using to batter raw chicken to also make fries and toast. He is running all 3 stations”. I was also informed that the RED apron is no longer in use.

It is obvious that this location is at high risk for cross contamination! This should be addressed immediately! All customers who eat here are at risk of getting SALMONELLA from the careless acts of Zaxbys staff and the franchise as a whole! With so many bad reviews for this location, how could you continue to ignore...