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

Went on 11 July 2022 at 4:40pm. Don’t think I will be going to this location again. I told the lady on the speaker I have a code for a BOGO big Zax snak. She asked what is the date on the receipt. I told her 4 days ago. She said ok took my order then I got to the window. Gave the lady at the window my card then I saw on my receipt I was charged for both meals. I told here one was free she said well you have to tell me at the window. I said I told the lady on the speaker. She said I didn’t take your order you have to tell me in case she doesn’t put it on there. (Btw how am I supposed to know who took my order, I don’t work in fast food. Whats the point of her taking the order if she isn’t going to do it correctly???) I said why didn’t the lady on the speaker say that? She said you have to tell me at the window then told me to come inside. I went inside then the manager only Said you have to tell the lady at the window without even saying hello, can I help you nothing. Kinda rude to not even ask how can I help you or sorry about that let me get this fixed. I tried to tell him what happened then he cut me off and said you’re not listening well for next time you have to tell the lady at the window. I said can’t you listen without cutting me off and arguing with me now helps nothing. I tried to tell him I told the lady on the speaker and for next time maybe tell her to tell the person ordering to say it at the window and he ignored me. I don’t understand what’s so hard about tell his employee if they say it on the speaker have them tell the lady at the window. I’m not saying this is all their fault, but customer service goes a long way. No need to cut me off, ignore me, or not even say hello. Just because you say ma’am when you cut me off doesn’t mean you’re being polite. Both employees were more concerned with telling me what I did wrong multiple times versus just saying let’s get this fixed. I love Zaxby’s but I feel a certain type of way about spending my money somewhere the employees can’t be polite. I can get chicken at other restaurants where their employees are at the very minimum friendly. I know you know what chicken restaurant I’m talking about.

Btw the food was cold. Everything I ordered was cold wings,...

Disappointed with the Decline in Quality and Service at this location!

When I moved to this neighborhood in 2020, this Zaxby’s location was one of the best. The team back then, what I call the “COVID crew”, ensured that every order was accurate, the food was fresh, and customer service was respectful. Unfortunately, that level of quality is long gone.

Now, the food quality has noticeably declined, and you may or may not receive the items you actually ordered. Customer service has also taken a turn for the worse. Because of repeated issues, I am now one of those customers who checks every single box before pulling off from the drive-thru—because chances are, something will be missing. Whether it’s sauces, utensils, or straws, attention to detail is severely lacking.

DoorDash orders are just as unreliable. It seems like no one verifies that the orders are correct before handing them off to drivers. Even worse, I have experienced unauthorized charges when placing online orders, only to be met with a rude response from the manager, who insists it’s a DoorDash issue—when in reality, my bank confirmed the charges were made at the store.

Overall, I have watched this location decline drastically in food quality, service, and reliability since 2020. It is incredibly frustrating to spend hard-earned money on food, whether in-store or via delivery, only to be met with missing items, incorrect orders, and poor customer service. I truly hope upper management sees this and takes action because this Zaxby’s location has the potential to be great again—but not with the way it’s...

My order has been wrong 2 out of my last 3 visits here, and tonight was the final straw. I placed my order, but the girl at the drive-thru speaker was playing on the intercom instead of taking my order seriously. After I paid, I was told they were out of grape Powerade. I asked for pink lemonade instead, and the girl at the window told me there would be an upcharge (which I was fine with). I handed her my card, and she sucked her teeth in frustration, turned her back, and then filled my large cup with about 80% ice—even though I asked for light ice. That left me with maybe 12 ounces of actual lemonade in a large cup.

The customer service has gotten terrible here—slow, unprofessional, and full of attitude. This used to be my favorite Zaxby’s in the city, but not anymore. I won’t be spending my hard-earned money here until they fix their service issues.

And almost forgot to mention that during one of those visits I was pulled up, and they had one of the crew members kid bring me my food. The boy couldn't have been no...