Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Florida

I cannot begin to describe the level of incompetence at this location. I'm currently 12 weeks pregnant and since I was in the area, I was craving Zaxbys. I had time to spare so I placed an order on Google for pick up at 12:13 pm. I received an email confirmation, and two text messages (for order updates).

I pulled into the Zaxby parking lot and called at 12:31 pm to ask if I needed to come in or go through the drive-thru to pick up my online order when it was ready. The woman advised I could do either option. At 12:45 pm, my order was ready so I pulled into the drive-thru only to be told that there were “no online orders.”

I pulled out of line and called back. I'm not sure if it was the same person who answered, but she said “we don't have any online orders. Did you call the right location?” I told them I was coming into the restaurant because not only was I already charged, but I had order and text confirmation.

Two different people in the restaurant said that they don't have my order (without asking me what I ordered to verify). But, my order was sitting on the counter with my name on it! I showed them my orders and they still insisted that it wasn't my order and it was actually for a Postmates delivery in which I didn't pay a delivery fee.

I showed them how I placed the “order pick up” online option, my email receipts, my text receipts, and showed them my complete order. The second girl looked at the receipt on my order next to my email confirmation and STILL WOULD NOT give me my order. Instead, I had to wait to then speak to the General Manager (this is the third person at this point).

I was so angry at this point and even offered to show my driver's license. I've never experienced such a ridiculous experience at a fast-food establishment. I included screenshots of everything because I'm still astounded by what I had to experience.

Bright side: the food (though cold because of how long I waited)...

Okay, first off I go to this Zaxbys multiple times a week. Usually I don't say anything because Im in a hurry and I've already gotten to work and it's too late to exchange but I would say, one out of three times they get my order wrong. But yesterday I tried to explain to them that I have a severe dairy allergy which I do every time. I ask for a grilled Chicken Sandwich on a dry bun with nothing on it. I emphatically tell them I have a dairy allergy. Well, once again last night, I get about a mile away and decide to check on it. And it's loaded with ranch dressing! Now, I want to say the only reason I am giving this restaurant 2 stars is because the young lady at the front. I think her name was Andrea?, who had red hair and was so sweet and apologetic. I would hire her to work for me in a second. In the background, I could hear somebody who was the Manager saying, well, we didn't hear that at all with a very grumpy tone. So I asked to speak to her. Instead of saying she was sorry and just replacing my grilled chicken sandwich, she went on and on about how she didn't hear me say that! She insinuated that I had never said it. My husband who was on the phone with me the whole time wanted me to give the phone to her because he heard me say it in great detail. Now, poor Andrea is sitting there, trying to be nice while the Manager was downright non apologetic and rude. Maybe the Manager needs to learn from the people down the street at chick fil a. Yes, nobody's perfect. But if they make a mistake and I go back, they are so apologetic, don't question anything and completely replace my meal. And the Managers are so so kind no matter how busy they are. Now, you may say, why do I go to Zaxby's, truthfully, their chicken sandwich is much better than chick fil a 's in my opinion. So maybe this owner needs to think about promoting the young lady with the red hair as she never once lost patience! Please tell her...

The girl at the drive through window was extremely rude and loud for no reason. I had ordered 4 meals, explicitly. I read them off from my phone screen, one was a traditional wings meal, second was a chicken fingerz meal, and a Cobb Zalad, and (here’s where it got tricky supposedly), a wingz and thingz meal. I even had screenshots from the website with each meal and modifications selected. When I was ordering the drive through order taker was short with me cutting me off after every other sentence and I politely let her know I had more meals left. She was very incompetent and impatient and couldn’t understand my order instructions so she told me to pull up to the window. When I came to the window around 5:40 ish, her attitude grew even more and she got even louder with me over 4 separate meals. I get not understanding things but never once did I have an attitude or got loud with her so it was disrespectful to me as a customer. Luckily the other lady at the window had some sense and customer service training, cause all I had to do was hand her the phone and explain that’s literally all I want plus the other meal and she instantly got it and never escalated the situation (other girl needs to take notes from her) and not react so emotionally. I never really write reviews but the customer service of the black young women at the window (didn’t get her name or a receipt of course so just describing what I saw) was distasteful and she honestly shouldn’t be up there if she can’t handle that or is so rude especially when I was nice and calm and said please many times. She needs to take a walk, after she has a meeting with her management. My order was correct thankfully even though I ended up with the wrong amount of drinks and one was wrong, but yeah seriously she needs to be spoke to because that was totally...