Zaxby's Chicken Fingers & Buffalo Wings — Restaurant in Rocky Mount

Since they have opened I have eaten here maybe 3 times. I always get the same thing. Each time my order has been messed up. I know that zaxbys give sauces when you get your order. They didn’t even give me the basic sauces they usually give, they only gave me the 2 I requested for a wings and things meal. I didn’t know I had to request the others that usually come with it. Prior order I didn’t get all my chicken they gave me the tensors but left the traditional wings out. They did offer to replace the meal however I do not live in Rocky Mount so I forget to get the food every time I do be in Rocky Mount. When I called to complain today the lady was not the nicest. I told her I am tired of coming and my food being messed up every time. Then I never get the replacement meal because I forget. I told them since they are newly opened (less than a year, maybe exactly 6 months) they shouldn’t be messing up orders that much. My recipe said extra fries… fries were cold but there certainly was no extra fries. she offered for me to turn around and get a replacement but I was not in any situation to be able to turn around. Again I don’t live in Rocky Mount.. to just simply turn around. I love Zaxbys, I’m not sure if this is a Virginia thing, but customer service not there and the attitude is unnecessary. I didn’t even want a meal replacement this time since I always forget… I just want them to know they keep messing up my order… she said they didn’t have any complaints today… that’s today and the day isn’t over with and well here is your first complaint. Now let me see how to post this recording of phone conversation, I...

1-27-2025 is today, opening day of Zaxby’s in Rocky Mount. I live a few blocks away and ever since we saw the beginning of construction for this location, my wife and I have been excited to indulge in Zaxby’s food.

At 11:45am We walked down the street to Zaxby’s and were welcomed by several employees as we walked in the door. The cashiers were very friendly and maintained a positive attitude, despite a huge influx of customers today. The wait was about 10 minutes for them to make our food, but it was very busy today. The food was just as good as any other Zaxby’s. Around 12:00, we were eating and the line to order food was getting a lot longer due to the lunch rush. You may want to show up just before the peak meal times of you want to avoid the long lines.

Some employees were carrying food to people’s tables and cleaning trash cans and surfaces regularly.

There were a few friendly people outside that might be owners or somehow related to running the business, and they were thanking everyone for being patrons.

I think Zaxby’s will always have a lot of customers at this location as long as they maintain a well-run business.

One critique: it seems like there is not very much standing room for those waiting for their food. There were 2-3 people waiting for their food in front of me, and by the time I was also waiting for my food, there was not enough space for me to stand anywhere without obstructing the walking area near the condiments and the drink dispenser. I guess the way to avoid that problem is to just sit down and wait for your name...

This location was good when it first opened, but it seems like they may have brought in staff from another location to run it for the first month or so. After that, it went downhill fast. The employees now are very rude, and we get almost no sauce on our wings and things. If you want a bottle of water with your meal, they will charge you full price for the meal, including the cost of the drink, and the full cost for the water bottles - not a discounted price. So, it's actually not an "upcharge" as they claim; the correct term here is "scam," as they are scamming the customer out of the cost of the drink that should be included with the meal.

The manager is the problem here. No, I will not talk to the manager again, as he stated this shouldn't be the case and promised he would retrain his staff. He trained them to use the term "upcharge" but didn’t fix the scam. So, either he lied (most likely) or didn’t train the employees properly. He offered a free meal the last time we complained, but we declined because it’s not about the money; it's about the principle, which it seems this location is lacking. We will not be back. The penny-pinching upcharges (scams) and lack of sauce are clear signs of a struggling restaurant. We will simply wait for the day Zaxby’s Rocky Mount closes its doors for the last time so a restaurant that actually cares can make proper use...