Zaxby's Chicken Fingers & Buffalo Wings — Restaurant in North Carolina

I am first and foremost writing in response to my experience with the owner, Keith Jordan. The following experience leads me to describe him as incompetent and dishonorable. Essentially what this franchise location is doing is getting free advertising from the attractions and dining guide book and also refusing to honor a coupon from that book for the valid, current year.

When I went to redeem my two-for-one coupon from D&A, the employee said they didn't accept it. She acknowledged that the coupon was valid, but just responded by saying 'her boss' isn't accepting them. I let her know I understood she was just doing her job.

I decided to call to resolve the issue and was directed by the manage that day, Nick, to call or return when the owner was present. I let Nick know again that I understood that he was just following protocol.

The following day, I went in and sat down with Kieth Jordan and let him know I would be recording the conversation for reference if need be. I was surprised by his reaction of surprise and seemingly some amount of fear to the recording, so I let him know it was only to make sure we have a clear record and could understand the issue correctly. So, I asked him why he wasn't accepting valid, current, coupons. His response was that 'someone else signed him up' for the D&A book. I asked who it was, suggesting it was corporate or otherwise, and he responded 'i guess'. He made a point at that time that the address of his Zaxby's wasn't even listed in the book, and I simply pointed right where his address was in the book. He then went on to add that it was a mistake and they have been added to the Burlington D&A book as well...I said thank you for your time and left.

I contacted the Dining and Attractions book customer service line, and talked with a great representative, Dawn, that had someone dispatched within 24 hours. Dawn and I agreed that having this coupon in the books and not honoring them was false and free advertising, which can and may be illegal for certain franchisees and small companies.

The plot thickens as Dawn called back with information that a representative named Kelly Jones had talked with KEITH JORDAN just three days ago because this issue had already came up. So Kelly Jones went out there again and talked to KEITH JORDAN and resolved the issue and now Zaxby's in Whisett will be accepting the coupon. I thanked D&A for their professionalism.

When I placed my call to find out whether or not they were really going to honor it, after taking all of this time to call D&A, drive to and from the restaurant, I found out that KEITH JORDAN had blocked my phone number. I had my girlfriend call and confirm; you may now use your Dining and Attractions coupons ladies and gentlemen... An incompetent franchisee has blocked a customers access to his store because a question was asked about the validity of a coupon.

Zaxby's, get yourself people in higher management positions who can handle simple...

I've stopped at this location before so I expected great service because that's what I have gotten in the past. However, tonight was different...

My oldest daughter and my granddaughter and I stopped here because we were in the area shopping. We stopped for milkshakes and apple juice. We went through the drive thru and my order was a birthday cake milkshake with no cherry, my granddaughter's order was an apple juice, my oldest daughter's order was a vanilla milkshake with no cherry. The guy brings the milkshakes and apple juice to the car and I read his name tag, it said "Phoenix." I made a mental note of his name because I love giving reviews weather it be a restaurant, grocery store, clothing stores, etc.

As he handed the drinks to my daughter (who was driving and therefore gave the order through the drive thru) she asked him, "Which milkshake is which?" Phoenix replied, "I don't know." My daughter accepted the order and pulled up and looked at me. In our dismay, we were trying to figure out which was which right there in front of the window. Neither had a cherry on top and BOTH had sprinkles. So we decided, "Ok, let's take straws and stick them in each one. We can look and see which has sprinkles on the inside because THAT one will be the birthday cake milkshake." Welp, NEITHER had sprinkles on the inside. So my daughter quickly grabbed BOTH milkshakes and took them back inside the store.

When she entered the store she said she could tell that the guy that greeted her, as she bought the milkshakes back in, looked frustrated. She assumed HE was the manager. She gave him BOTH milkshakes after telling him that we didn't know which was which and he looked over and said, "PHOENIX, you were the one that made them make them again!" So Phoenix responded to my daughter, "Yea, I'll make ONE of them over for you." My daughter responded, "Yea, but we still don't know which is which?" Yet, Phoenix replied, "I'll make ONE of them over for you."

So he takes ONE of the milkshakes and goes back towards the back and comes back with a different milkshake. Giving the "attitude" that was displayed, after he handed her back the milkshake she came back to the car and said, "Moma, don't eat that! They were rude and Phoenix didn't want to correct but only ONE of the milkshakes and I didn't see him make it, so Don't Eat It!"

As I sit here typing up this review, it came to my attention that Phoenix name isn't even listed as the server. It is listed as Jordan M. i have taken a picture of the receipt for proof of the different name listed, but I don't see where I can attach it here.

Please...

I wanted to take a moment to express my sincere gratitude to one of your outstanding employees, Daniel, who did an excellent job serving me at your establishment today. From the moment I walked in, he was professional, courteous, and provided outstanding customer service. He took my order quickly and accurately, and was extremely friendly and helpful throughout my visit.

As someone who has worked in customer service for many years, I can appreciate the hard work and dedication that Daniel puts into his job. It is clear that he takes pride in providing top-notch service to customers, and I was truly impressed with his attention to detail and his ability to handle any requests and questions that I had.

In an age where many people are quick to complain about fast food employees, it was refreshing to interact with someone who goes above and beyond to make sure that each customer is satisfied. I would strongly recommend that you consider Daniel for a promotion or additional opportunities for growth within your organization, as he is truly an asset to your team and deserves to be acknowledged for his hard work and dedication.

Thank you again for providing such an excellent dining experience, and please extend my gratitude to Daniel for his exceptional...