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

I am writing to express my disappointment with the customer service I received during my recent visit to the Zaxby's Lafayette Pkwy location in LaGrange, GA. On the 5/10/2024, I placed an order for the Wings and Things meal, expecting to receive traditional wings. However, I was not given the option to choose between boneless and traditional wings by the cashier.

Upon realizing the mistake, I politely informed the cashier of my preference for traditional wings. While the cashier was apologetic and attempted to rectify the error, I was informed that I would have to pay a $2 fee for the change due to food costs. Understanding the situation, I requested to speak with a manager to address the issue further.

The manager on duty, named Kat, handled the situation in an unprofessional manner. She appeared disgruntled, unapologetic, and outright rude. Despite the cashier admitting fault and offering to cover the additional cost, Kat was not accommodating in ensuring I received the traditional wings I initially wanted. Instead, she displayed a significant attitude, shoved the order bag at me, and dismissively told me to take it.

It is disheartening to encounter such poor customer service from a manager at a well-known establishment like Zaxby's. As a customer, I expect to be treated with respect and understanding, especially when a mistake has occurred due to a lack of clarity during the ordering process. Kat’s demeanor and lack of professionalism reflect poorly on the reputation of the Lafayette Pkwy location.

I strongly believe that management plays a critical role in shaping the overall customer experience. It is evident that there is a need for retraining the management team, particularly in the aspects of good customer service, empathy, and effective conflict resolution. Customers should not be made to feel unwelcome or inconvenienced when seeking a resolution to a simple misunderstanding.

I urge the corporate office of Zaxby's to address this issue promptly and take necessary actions to ensure that such incidents do not recur in the future. Every customer deserves to feel valued and respected, regardless of the circumstances. I hope that measures will be taken to improve the training and supervision of staff members, especially those in management positions, to uphold the highest standards of service excellence.

I appreciate your attention to this matter and look forward to a swift and satisfactory resolution. Thank you for your understanding and...

I just got back to my hotel with my meal and once again I'm disappointed. Ive been staying in the area for work and I usually eat out every night, thus zaxbys has quite a few issues. First off the service is extremely slow, I regularly spend 20+ minutes in the drive through. It would be understandable if the dining room was busy but thats not the case, your night crew is slow. Next, your food quality varies wildly. I almost always get the same thing, grilled cobb salad and a nibbler. Sometimes my sandwich is cold, sometime literally soaked through with grease, and a few times drenched in sauce to the point it resembled soup in a bag. My salad almost always has something missing, tonight they ran out of cucumbers and eggs at 750pm (which seems like poor prep) but additionally left out the bacon and used a very small portion of cheese and tomatoes. I laughed when I got back and looked at it, it looked like a half portion. Other times they leave out assorted ingredients or leave my salad in a warm spot so the lettuce wilts or any number of other small, annoying problems. Im not a picky guy and I'm not one to complain but this is a continuous problem for this location. Ive eaten here at least 20 times in the past 3 months and at least half the time my experience is less than favorable. I really hope you can do something to fix this, otherwise I forsee other customer like myself choosing...

Update 5.8.25 .I'm dropping them back to a 2. They're service has DRASTICALLY DECLINED.

I've posted a review before, but it must've been removed. I used to go here all of the time, but I haven't been back in a while. The service has gotten worse and worse. A while back, I started my review off with 5 stars, and as time went on, I kept updating the review, and eventually, it went from a 5 to 3 and then 1 star. I don't even try the drive-through because of the line, so I always use curbside service, or I will walk in for pickup. I don't know what the issue is, but some days the dining area will be open, and some days it's closed. Maybe there's a rhyme to the reason, but I don't understand it. This is one of the worst Zaxbys (service wise) that I've ever been to. It's been bad on a consistent basis the last 18 months to 2 years, so I started driving to the one in Newnan since I live close to the interstate and can be there in 25 mins. The Zaxbys right off I85 on Bullsboro has their stuff together!!

Update, I am raising them back to a 3 star. The service has been much better the last several times I have visited.

Update 1/1/25. I've increased my rating up to 4. They have continued to improve the last several times that I have been...