Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Shepherdsville

Updated review: I’ve had to downgrade from 5 stars to 3. I’ve seen enough to know the decline is real and it’s not just fluke.

Toast is always cold and stale. You can’t bite it, you go to tear it as you bite and the whole crust rips off. This is every time. The nibbler buns are soooo stale and hard as a rock 90% of the time. The 3 tenders in a big Zax snack may be nugget sized, but you’re not getting a fourth one no matter what. They barely season the fries anymore and the serving size has been halved. You’ll get about 4 fries with seasoning and 8 with nothing. Default on drinks is ice to the top and 4 Oz of actual drink. They give you a survey on the receipt and you do it and write down a code to get a BOGO zax snack. I filled one out and tried to use it and they said they don’t take them. However, months later they are still printing the survey on their receipts and it still tells you to write the code down for a BOGO BZS. Pretty shady practice. I’m sad because I used to eat here so much and it was so good. I barely go anymore, hoping to be pleasantly surprised, but it just doesn’t happen.

——ORIGINAL REVIEW——

Very pleased with the new shepherdsville location. I’ve eaten here more times than I’d like to admit and I’ve only had a couple of very minor issues that aren’t really even worth mentioning (they forgot Zaxbys sauce, the toast was just warmed buttered bread) especially when considered in relation to other establishments in the local vicinity. The employees are polite and service is lightning quick. The food is outstanding and it’s been fresh 19 out...

Updated 5/6/2025: Went to pick up dinner again tonight (hoping for a better experience) and they left out every sauce on the order, including the dressing for a salad. When I went back for it the girl still didn’t want to give me everything listed in the order email and receipt I provided. They literally had 2 cars in the drive thru so it wasn’t as if they were super busy as to justify it. Management is failing this place.

Went with my son to pick up dinner and after going through the drive thru was asked to park in one of their curbside spots. After 20 minutes and multiple other people getting their orders I stopped their runner and told her we’d been waiting 20 minutes and what we’d ordered. She told me she would go look into it. After another 5 minutes I went in with my receipt and they couldn’t find my order and apparently gave it to the wrong person. Turns out the person I talked to outside was the manager and she never looked into my order until I went inside. She barely looked at me while they remade the order and never bothered to apologize. It wasn’t isolated to just me as another customer who’d been parked next to me also had to come in looking for his order. I doubt he got an apology either. If they can “lose” multiple orders like they did tonight they may need to reevaluate some of their processes, such as putting names on their orders or checking receipts to compare order numbers, none of which was done but would have prevented orders being given to the wrong people and others left with long waits and...

I am upset by the lack of customer service. We placed an $85 order via their app and informed we could pick-up our food roughly seven minutes later.

Jovially, we drove to this facility in anticipation of great chicken. Expectation not met…the chicken was great, the service was abhorrent.

When I arrived, the staff had not noticed the order and it obviously was not completed (so much for expedient service as promised by the app…). I informed the counter staff I was there to pick-up my pre-ordered meal and the excuses started: 1) “Sir, we are operating on a skeleton crew,” or 2) “I am only one person and I’m working as fast as I can.” While I receive these are explanations, such issues are not my problem. I came to #zaxbys for chicken, not a litany of excuses.

One hour later my order was ready and was bagged incomplete. I decided to purchase 10 cookies to supplement my meal and admittedly expected that they might be “comped” due to my waiting. Not a chance, not even remotely considered.

What really chapped my hide was the fact that so many employees stood and watched events from their respective stations , belying the the reality of customer service. What happened to “all hands on deck” to get things caught up? Further, since my online order was pre-paid, I’m sure the #Zaxbys staff realized I would wait no matter how long it took - especially as they fulfilled several drive through orders placed AFTER my arrival.

#Zaxbys: you need me and my influence, not the...