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

To whom it may concern:

I am writing this message out of sheer frustration with your restaurant. I frequent zaxby's quite often, and very rarely have an issue with an order, however, every single time I go to the store on university, order is always wrong, delayed, fries are cold (if I even get more than the 6 fries I received in my last order after asking for double fries. Sent the store a message on facebook, but have yet to receive a response, and from the staffs attitude inside the store I am absolutely NOT shocked). Today was the absolutely last and final straw for this location. I order a 5 finger player with double fries (cold as usual, which makes no sense during a lunch rush, but I digress), a blackened salad and 2 large sweet teas. The lady at the window asked us to pull forward to wait for our order with no explanation why. We had the receipt and pulled forward, after seeing at least 5 cars behind us pull out, I walked in to find out what was wrong with my order. The person behind the cooks window said they were waiting on Chicken to cook. Order was bagged and handed to me, when I asked for my sweet teas, the lady went to hand me 2 small cups, I told her they were large, and she gave me 2 large cups. So not only did I have to go inside to get my incorrect order (asked for no fried onion the salad, and not shockingly, had to pick them off the wilted lettuce in my salad. And chicken was only half cooked, still raw in the middle) but I had to get my own drinks because the people at the window didn't make them and give them to us while we were waiting. If I wanted to eat in, I would have done so. Drive through is supposed to be quicker, however, that is apparently not the case with your restaurant. I will never go back to this particular zaxby's, I have tried to give you business entirely to many times for you to screw it up. I will now drive the extra time it takes for me to go to the butler blvd location, because they can actually manage get an order correct!

Maybe you can explain how this is considered a double order of...

As I was watching TV I seen a Zaxby's add saying that if I download the app I get a free snack box. I downloaded the app and it says I have a free snack pack. I planned to redeem the coupon that day so I clicked it. I wasn't able to order the box for personal reasons. So I decided to go inside the store a few days later.

Now is where the one star came from. I walked in the store and walked to the counter. I clicked on the coupon again and it said it was expired, even though on the front of the coupon said November 30, 2022. Today is the 18th so it's not expired. I walked up to the counter where I believe the manager was standing. She approached me and didn't say anything. So I started the conversation for her. I asked her about the coupon, very rudely I was told there is nothing she can do about it. So I went and sat at a booth trying to figure out why the app was not working. I decided well I will go ahead and order something anyways. I walked up to the counter again, I was met by the same person (who still didn't greet me). I told her my order and she acted frustrated at me for ordering (practically damaging the register with her finger punching the buttons).

The card was declined and thank goodness for that. She even got more frustrated that my card declined. I wasn't planning on spending money today so I didn't have the funds available. She didn't say anything to me as I walked out the door.

Now I have had jobs I didn't like. I had jobs when I had a bad day. I have never treated anyone like that. Now I would understand if I was rude or something. However I remained polite during the whole experience. Even saying thank you as I walked away.

I'm sure that because I selected the coupon and didn't use it that day is why I didn't get my free meal that is advertised. I have no way of knowing because the possible manager refused to even try and help. I will delete my app and go to KFC or something...

Sigh....It's fast food, not rocket science. It's a part time job for the younger generation. The problem with this location, and maybe others as well, no adult accountability from the supervisor or Manager on duty.

I ordered a grilled Zalad, no fried onions, no toast (gluten issues) As the drive thru line was long, kind of slow @ 1:30p, I forgot to to check my order before heading to work. That's on me. Of course I called making the manager, Ra, aware of the issue with my order. Ra was very professional, apologized and informed me how to obtain a replacement Zalad. 3 days later I have the opportunity to retrieve the replacement order. I enter the store observing an empty lobby and no one behind the counter for several minutes. I did see an older woman who looked overwhelmed and totally disengaged, dazed would be a fair assessment. She appears to be the shift manager. As I waited for someone to assist me, I observed a young man who appeared to be preparing food. I look again and the same young man is now holding his cell phone up, maybe viewing a text message. He wasn't wearing gloves while checking his device. A few moments later I did see he was wearing gloves again. I'm naturally wondering if any handwashing happened before continuing his task.

During my visit another customer inquired about sweet iced tea. The response was "we're out of sugar" WHAT?

Fast food isn't an easy job. Sure younger folks can zip and zoom around with ease. A great place to discover what you may or may not want a career in food. In the mean time...someone checking outgoing orders before given to the...