Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Knoxville

This is the second time that a particular employee at this restaurant has been extremely rude and condescending to us. We typically visit this location 2-3 times per week and have generally found the employees to be helpful and friendly. However, there is one employee who has been consistently rude to us the two times we have encountered her at the restaurant. The first time, we ordered over $28 of food at the drive thru, received no sauces, and she in a hostile and rude tone refused to give us any sauces without charging us extra. I understand company policy on this, but not even including one sauce per meal and refusing to do so when asked just seems excessive especially when done so rudely and dismissively. Then, today we came in to dine in. I have IBS and during a flare-up cannot have both grease and gluten at the same time. So, I ordered the loaded fries with grilled chicken instead of fried chicken. I have ordered and received this many times in the past without issue. However, today a new employee was on the register (she was nice) and was not sure how to ring it up. She asked her manager who curtly said that that substitution could not be made. I explained that I had ordered it in the past many times, and asked the employee who had been rude in the past who had come over if there was some way that it could be rung up. She rudely stated that it couldn't be done with charging me separately for an entire piece of grilled chicken in addition to paying for the fried chicken that I would not be receiving on the loaded fries. Because of her tone, I started fighting the urge to cry because her tone was very confrontational. At this point, I just changed my order to a grilled chicken sandwich meal. According to the menu on the wall the grilled chicken sandwich comes with ranch, lettuce, and tomato. Then when my father was trying to order the signature sandwich meal it said on the menu that you could add cheese and bacon for $1. He thought that sounded good and asked to add cheese and bacon. When the new lady on the register rang it up, she rang up the cheese and bacon separately which equals 40 cents more than the dollar listed on the menu. My father pointed this out politely and asked for it to be corrected. Since she was new she called over the previously rude employee to assist. This employee then began to argue with us that the price was correct despite us pointing at the $1 price on the menu directly behind her. She was once again so confrontational that my father was going to just have them take off the cheese and bacon until the manager came over and pressed some buttons to change it to the right price through the promo. We go to our booth, and the rude employee continued to give us dirty looks and glares across the restaurant. Unfortunately, then, when the food was ready they had forgotten to put the tomato on my grilled chicken sandwich. I was going to just let it go and try to salvage what little enjoyment we still could out of the meal, but I had really been looking forward to the tomato on my sandwich, so my father went up to the counter to just ask if they could give us some tomatoes that I could put on my sandwich myself. The same previously confrontational employee was behind the counter, and she began to argue that the grilled sandwich wasn't supposed to come with tomatoes and tried to charge us for the tomato despite what the menu clearly said behind her. After my father pointing this out, finally we got the tomato that was supposed to be on the sandwich to begin with. At this point, the employee had been so rude that we wanted to get her name to report her to management. She refused to give us her name, and told us "you go do that" when we said that we would just describe her. Later as we were leaving we took her photo with the sole purpose of giving it to management for identification. She posed for the photo after screaming at us across the restaurant to leave and not come back and telling us that "You can't come back here!" We love this restaurant, and are very upset at this...

Ordered takeout on Easter on the website. We were locked down so I didn't realize it was Easter. Show up, no one answers the drive thru so I pull to the front of the store. I call the store and no answer. I Google the franchise number and call it. Turns out my online order had been placed for the next day, Monday, because of Easter. No big deal. My mistake. I ask to refund my money to my bank card. The girl takes all my info and says it will be processed back to my card or they will send me a check. Just wait and they will contact me. Monday morning I get an email saying they are crediting my card back. No big deal. Thursday, I still haven't been credited and I get a call from an unfamiliar number. Voicemail says to call the Zaxby's store back to see how to handle the refund. I immediately call back and the guy I talk to asks how to proceed. I tell him I will just pick up the same exact order this weekend and we will be square. He asks me to call before I come to pick up the order. Saturday I call, tell them I am coming to get the order. They have no idea what the order is, they were told when I call to just take the order and make it. I tell the exact order I placed the week before, including sauces, and head to the restaurant. They hand me my bag and I ask, "is this everything?", the man says I think. We didn't receive the fries we ordered and zero sauces. Zero. We were high dissatisfied and will not be returning to this...

I really like the food at Zaxbys but I learned to not order online. The curbside “service” has previously taken a half hour after arriving. Today, however, they took incompetent to the next level. My order was placed online at 6:55 pm and said it would be ready by 7:13 pm. I didn’t not choose curbside and wanted to pick up the order through the drive through. I pulled up to the drive thru and was told to park in the curbside space 1 at 7:15pm other people pulled up after 7:25 in spaces 2 and 3 both times the manager John brought their food to my car before I told him that wasn’t my order. I repeatedly told him my name and order. The second time.he said it would be right out. At this point their was no one in the drive thru. My wife called and he lied and said that they had to remake the food since it had been more than 15 minutes and it had to be thrown away. I had been waiting 30 minutes and spoken with Him twice at this point. He then tried to say that there was a line and party platters and that they were busy. After almost an hour of waiting my wife had to drive to the store with the credit card to get a refund. The order: 2 zalads and a boneless wing meal. Obviously too much for this...