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

My family ate at this place a few times a month, at least. We typically order a chicken sandwich, chicken fingers, and a kids finger meal. Thankfully it’s hard to screw that up but more often than not they’d forget extra sauces (that I paid for) or forget to swap coleslaw for toast or fries, give us a reg vs spicy chicken sandwich, etc. But I would just let it slide because the food is good and I’m not that high strung. My last experience was so bad that I will not spend another dollar at any Zaxby’s.

I ordered the same thing I always do…they asked me to pull up to a spot in the drive through after I paid for my order, which is almost a given when you go there but this time made no sense because there was nobody even in line behind me. When I got home, one of the meals was completely wrong. There were no sauces in any of the boxes, except the kids meal which had Zax sauce (I specifically asked for ranch), no sauces at all in the other two meals, and missing the five extra sauces that I paid for.

We had just got back into Jacksonville after a ten hour roadtrip and went straight to Zaxby’s on our way home so I wasn’t going to just let it slide this time. I called the restaurant and spoke to the cashier. I explained to her that the order was wrong but that my wife was just going to eat it, and that they forgot all of our sauces. She offered to remake the food or give me a refund for the wrong order. I opted for the refund so she asked me to bring my receipt in. When I got to the restaurant, the “manager” (Faith) declined to refund my money because I didn’t have the food. I told him I just spoke to the cashier and explained the situation. They told me to bring in the receipt for a refund, so here I am. He then told me that my receipt was NOT the receipt for my food (it absolutely was the receipt), but he also refused to give me the receipt back. Weird. He told me that I was not getting a refund and threatened to call the police if I didn’t leave….So I called Zaxby’s corporate office (which was great BTW) and the representative stayed on the line with me until the police showed up. She says that my card is being refunded for the entire order but I haven’t seen it yet.

I am thoroughly disgusted by this situation. It takes a lot for me to write a review, especially a negative one, but this was the absolute worst experience I have ever had at any restaurant. I worked in the service industry for 15 years. It is not hard to look at a ticket and put the right thing in the bag, or to be hospitable and courteous, and to not treat customers like an inconvenience when they walk in because they interrupted your phone scrolling time.

If this review gets in front of anyone that matters I’d highly encourage you to look deeper into how this particular store is run. It’s the only one I ever go to so I can’t comment on others but I hope they aren’t all this bad. We have been going there for YEARS and the last 2-3 are really when all of the problems started. The food stayed good but the service is just awful...

PDQ is right down the road. Far better experience customer service wise and just as good if not better food.

Food here was great. Hot and cooked well. The problem was with the customer service.

First, I waited about 10 minutes to be served and there were only 2 people in line, myself included. This was due to the employee running the register not being trained on front of house and the PoS system wasn't logged in so they couldn't process payments.

This wasn't really a big deal, I don't mind waiting for good food. Now usually I order the 3 tender plate but today I was starving so I ordered the 5 tenders and went big, so more fries and bigger drink. Ice machines in lobby were also empty or broken, as a side note. When you order the 3 tender regular sized meal, you get 1 zax sauce which is about adequate. With the larger meal, with more tenders and fries, I assumed you'd be given an additional sauce. Wrong. When I mentioned this to Makayla, she basically said oh well and walked away as I stated I didn't have 25 cents and didn't want to run my card for such a small amount (this actually costs the business money)

So instead, I had to run out to my truck in the parking lot for 25 cents. Lol. Just terrible customer service and terrible business policies. PDQ gives you plenty of sauces, no extra charge. Zaxbys? You order more food, and no extra sauce, you have to pay. Add it into your food's cost, jeez. 2 sauces isn't out of the ordinary and to have your employee make me run outside in the rain for 25 cents is ridiculous. Won't be...

85 y.o. MIL wanted some Nibblerz, so I made the trip to get dinner for my wife, MIL, and myself. Specifically asked for Zaxby dipping sauce at the window from the young man, Jayden, who took my order. Had to pull up and wait b/c the order in front of me was large. I could hear it being placed while waiting to get to the mic. No problem. Wait wasn't too long and food was good, as usual. Here's the issue - I asked for the dipping sauce at the window AND I asked Jayden again when he delivered it to my van (since I had to pull up and wait) if he remembered the dipping sauce stating, "my wife will kill me if it's not in there." He said, "yes it's there" and went on his merry way. The dipping sauce was NOT there. I'm not upset that it wasn't there; I'm upset b/c he knowingly LIED to me after being asked 2x about the sauce. I've worked in food service and know it's not easy. I've forgotten stuff when serving and cooking, but don't LIE to the customers. It's a bad look for the company and frustrates the customer over what would have normally been...