Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Huntsville

I took my family to this location and ate inside. The employee who took our order was polite and said they’d call us when it was done. We sat for thirty minutes while they carried order after order to people who’d ordered at the drive-through window.

When I went to get the food, it was sitting bagged up behind the corner. The young lady who took our order (the manager?) questioned the other employee who was taking orders for the drive-through about why we had not been called. From what I could tell by listening to their conversation, it seemed that the girl taking drive-through orders was making the excuse that since we didn’t have an order number, she didn’t know what to do with it. We’d been asked for a name for our order and we’re not told what our order number was.

When I got the food to the table, my chicken was cold, our fries were soggy, and I’d only received one extra piece of toast, even though I’d asked for a basket of toast. I went back to ask for fresh fries. This time, the girl who’d earlier indicated that she’d let our food sit because she didn’t know what to do about it said it’d had just come out. With this, the manager(?) told me there was no way our fries could be soggy, because the food had just come out. I didn’t get the extra toast I’d ordered, either.

We had not received napkins, so my wife went back to ask for some. Someone at the counter told her they’d bring us fresh fries. Those fries never arrived, so we ate our cold, soggy, incomplete order and left.

I have to wonder, do dine-in orders get filled after drive-through orders? If not, why did it take 30 minutes for us to get our food when people were getting through the drive-through line in less time than we’d been sitting there?

In any case, if our order had been made (it had been), why weren’t we called to come get it, or why couldn’t one of the runners who were taking drive-through orders out bring it instead of passing by us?

Maybe more importantly, if a customer tells you his food is cold and soggy and his order is incomplete, why would you argue with him, not fulfill the order and then promise something and not deliver on...

Half the dining room was taken, but only 2 tables had food. Guy at the register kept disappearing, but it wasn't to take food to the dining room. We watched trays of food sit in the window without heat for almost 20 mins. THEN he took it to their tables! It had to be cold.

Bathroom and dining room were dirty and broken. Floor was so greasy it was slippery, especially combined with the water on the floor in the bathroom. Paper towel dispenser wasn't working in the bathroom. Instead there was a soggy roll of towels on the sink edge, which almost fell on the floor. Soap dispenser had sprayed all over the wall for a long time and never been cleaned. Toilet paper needed to be refilled. Door handle was loose. I'm not sure the lock worked.

Booth cushions were so deflated, my feet couldn't touch the floor, and the seat edge was cutting off my circulation. I switched to a chair, which almost fell apart and dropped me on the floor! Table and walls were caked with smears of old condiments. I wondered how old the fry and crumbs under our table were...

After waiting 30 mins with still 6 to 8 tables ahead of us without food, we gave up. I went to ask for a refund. Had to wait for the register guy to reappear. A woman with a pickup order was ahead of me. He went off to find out where her order was. Then he finally took out the 20 min old cold food from the window. Someone came out from the kitchen to check the other window food, since he hadn't been taking care of it. I asked if she could give me a refund, but she said she wasn't a manager and seemed really busy. When he came back, I asked him to give me a refund. He said blankly that he couldn't. I told him to find someone who could. He STOPPED TO TAKE A SIP OF HIS SODA at the hand washing sink before telling the manager 2 feet away from him in the kitchen. She came out, apologized, and refunded our entire ticket.

This place needs fixing, needs better management, needs more employees, and needs someone who cares at the register. We'll be going elsewhere the next time we want...

Very disappointed in staffing today, I placed an online order at 4:15 to be picked up at 5pm with my three boys, i ordered a 30 peace boneless meal and that’s it. I showed up at 4:45 a little early, so they knew I was there went through drive thru. They told me to pull into spot 1 and pointed to drive thru 1. I waited 15 minute and nothing, no big deal they started getting busy at this point, 5:08 I called the store, as I’m seeing cars pull in and out around me. The First Lady on the phone said hold on let me see where it is and hung up on me, the second time I called they said they were working on it as she spoke and would have it out to me, finally 5:16 comes around and I stop one of the boys carrying food out asking how much longer where is my food and he didn’t know. So I finally call back and it’s 5:19 at this point and I said it’s been over 30 min what is going on? And they hung up on me once again, so I call back and I repeat myself, and finally I see someone walk up with my bag, so the late on the phone hung up on me. Finally, I cal back and ask to speak to the manager, who tells me half way, that’s she’s sorry and she don’t know what she wants me to do about it, she’s busy. I ordered my food at 4:15 and get it at 5:20. I waited 35 minutes to get my OMG oof as cars pulled around me. I showed up before they got busy and got lost in the business somehow and the manager pretty much let me know they didn’t care, and what was she supposed to do about it. Did not even try to rectify the situation or anything. My kids were hungry and irritated in the back, and I have never had such poor service in my life. I understand it’s all drive thru rn due to COVID-19 however being lost in drive thru pick up for 35 minutes bc I am patient should not be excusable. I’m very upset with the service, the food came out fine and hot however the fries were unseasoned and I never got the bbq sauce on the side as ordered. All minor inconveniences I look past, but the customer service is hard to look past... very rude and...