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

Terrible PM management. I placed a mobile order at the end of my 12 hour shift and immediately got a notification from my credit card app about the charge. Normal. Get to this location and they say they don’t have the order. I show them the charge in my credit card app. Now talking to the third employee at the window, so I offer to park and come in as to not hold up the line. I’m pretty annoyed at this point bc I just want dinner and home. I’m told to “come back if the charge doesn’t drop”. So now I have to remember to check my credit card and ensure the charge drops, and, if it doesn’t, come back to this location and explain the situation another 3 times at minimum. Yay! I ask for something in writing from the manager in case I do have to waste more of my time to fix their mistake. Literally got some receipt paper with just a first name and a date. Not once was I offered an apology for the inconvenience nor a dinner solution. So now I’m home…still starving…writing this review bc my house is literally one block away, and I’m too tired to deal with another person. The “manager”, Ren, was unprofessional and offered absolutely no level of customer service. I said “I think my solution would be to give the person a salad”. He said something about the case of the pending charge falling off. So he chose to save what….$2 cost over the lifetime value of a customer that lives literally around the corner. Yikes.

How it should have been handled: know exactly what happens in this situation. Did the customer get a confirmation email? No? Then the charge will drop within __ business days. Or whatever troubleshooting is needed. Then maybe find a tactful way of asking if they’d like to place another order assuring them there won’t be two charges. -don’t know? Your bad. Give them...

Went through the drive through with my family not only did the person taking the order act all high and mighty she repeated the order and I told her what she had to change and she is like yeah yeah I got it. I went back and the other person who was there was super nice and very apologetic and informed me the very rude person is a manager. A MANAGER with that attitude! I always go to this location because it is my favorite but after dealing with her you can assure Imma make sure I go when she isn’t there. Then we checked our food we legit had food missing and she messed up the drinks and the whole meal. She needs to be knocked down a couple of pegs and learn how to address people before speaking. I was also a manager at a fast food restaurant but you would never ever catch me talking to people like that. And my next call is to their main manager because she was so rude. And according to the employees working that shift that wasn’t the first complain on her that day! THAT DAY!! They say they get 3-4 complaints...

The Thompson Bridge location is possibly the worst location in this franchise. Food is always wrong, sauces are always forgotten(even if you pay for extra), the waits have been as long as 30 plus minutes to get through the drive-thru with one car in front of us not to mention that if you ask for a manager they will say the isn’t one there. We have given this store several tries because after working in the food business you know that lack of staff and time of day can contribute to the cluster so we tried again. No matter what this location has continued to disappoint. Tonight was hands down the worst experience and watching them be so rude to another customer who had come inside to get the rest of her order because she had been waiting 15 plus minutes to just get her drinks made us believe we should say something! We did finally figure out that there was a manager on duty but they just didn’t want to tell us that… The chicken was so bad it didn’t even taste...