Zaxby's — Restaurant in Knoxville

We placed our order at the register and the girl didn't speak very loud at all and eventhough I had to ask her several times to repeat things she said she still apparently did not catch on that she needed to speak louder. We placed a larger order and one of the employees, I believe her name is Makenna (sorry if I spelled her name incorrectly), called us up to counter and very nicely explained that more wings would need to be cooked for our order and it would take some additional time, would this be ok? We agreed to hang out for a bit and wait for wings. Part of our order was already bagged so she turned around and announced to everyone that she was leaving the bagged items on the shelf and not to touch the bag because it was only a partial order. Apparently the cashier was not paying attention and she called our order name over the loud speaker to pick up order and bag was left on the counter. Only 5 minutes has passed since I spoke with other employee asking for extra time so we knew something was up. I took order over to table and went through bagged items and yes the items in bag were not all there. I went back up to counter and spoke to Makenna (since it appeared she knew what was going on with my order and no one else did) and asked her about the order. She apologized for the mix up and said the wings for rest of order were still not done, but she would go and check. The wings were done shortly after that. I can understand if someone did not hear her say not to touch the bag because order was not complete, but why would a worker just put a bag on the counter for pick up without checking order first. Or maybe the worker could have asked another employee why an order was still sitting on shelf...oh wait that was the same employee who couldn't seem to speak loud enough to hear and who thinks wearing a face mask over her chin is preventing something. At least there are still some employees out there that take pride in their job and the work they do and are willing to go the extra mile while being professional working through the process of someone else's mistakes. Makenna, I hope you continue to excel at your job and I hope your actions stand out to management and hope your extra efforts will be rewarded. As for the cashier who refused to speak up and who was dragging an empty trash can behind them across the floor, I hope that management can see that working in a customer service position may not be the place for you to excel. You are not only representing yourself, you are representing this company. That should mean something to any employee.

Update as of 9/17/23: This is the worst place to go. We ordered 4 meals and not one cup was given to us. The girl that was responsible for taking orders that were done and calling people didn't even call out a name, just took the bag of food and literally dropped it on the counter. My husband gave her a death stare and picked up the bag and found out it was his order and he took the bag and dropped it on the counter and opened the bag to make sure the food was correct. One of the sandwiches had hot sauce on it and this was not marked. He was so irritated he left without asking for the cups for all of the meals (he shouldn't have to). He wasn't offered cups or a drink holder. He was by himself and it did not cross anyone's mind that he would be carrying 4 drinks. When my husband got home I called the location and asked to speak with a manager and Jennifer came to the phone and I expressed how unhappy I was with this location and how they continue to make mistakes and nothing ever seems to get any better. She told me I could come back in with the receipt and get my drinks or get a refund. Thanks for that, but I would rather people do their job correctly the first time around. When I asked the manager for a corporate number she said she didn't have one or any other number to call. All she had to offer was a website to write a complaint on. I called back and gave her the number. This location is terrible. Downtown Knoxville care about their customers and...

Place has gone downhill. Use to come here all the time but hasn’t in awhile. Decided on our way home from vacation today to stop and eat.

Well that’s was a mistake.

Now I understand that prices have gone up. So In turn wages have. But all they got working here is a bunch of children.

So to the terrible service. Very unprofessional(cursing) language thru the drive thru speaker. (With my child in the car) After paying was told to pull up and wait. Witch isn’t normally a issue but they had us wait for over 20mins. (Mind you we only ordered 2 basic meals and some of the fried pickles) While 10 or so people went thru behind us. Finally they bring us our food. My wife goes to to check our order and we’re missing stuff. While everything else is cold. We go inside to get our missing items. The one guy that was there that seemed like he had half a brain had to tell the cook in the back 3 times to make our missing food and get us our sauces they forgot. Finally we get home the fries are still cold of course with hardly no seasoning on them and tasted like they were a couple of hours old. The wings I ordered with nuclear sauce. Didn’t have any sauce at all on it and were hard. I mean how do u forget the sauce on the freaking wings??? I couldn’t even finish my wings because they tasted old and chewy. I was afraid they would make me sick.

In conclusion I would steer far away from this place. The only thing I got that was halfway decent was my Dr Pepper. What use to be one of my favorite fast food places to eat is now one that makes me sick to even think about eating. 1/10 wouldn’t...

We took out grands to Zaxby''s East Towne last night for A to go order, spent about $55.00 which is fine; however, when I got everybody else settled, fed and it was time for me to eat I had to go without because my traditional wings were raw to the bone!!!! It was too late to get it replaced. When I came back today with the raw chicken Janna manager on duty "had to check with her GM before she could replace the meal with A refund because of instructions she had been given." If this is accurate this policy needs to change. You can't inconvenience, charge and put customers in A place to go without food because of the young staffs negligence; then have your staff tell customers you aren't going to do anything extra for their error. Our meal was refunded and replaced after the call but that should be A given. We support Zaxbys East because we see the support with the young people, Janna and Amanda are always so polite and helpful but there has to be an understanding and authority given to them to do the right thing in these situations without further inconvenience or delay as if your customer served themselves raw chicken. Please revisit this policy and help your staff address it...