Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Sumter

My husband and I decided to eat at the Sumter SC Zaxby's and wanted to try the new chicken sandwich. My first time going not his but he neglected to tell me how... interesting this Zaxby's was. When we got to the restaurant we went to the pick up area. We stood in front of the pick up area staring at our food in the window (which was sitting before we got to the restaurant) for about ten minutes. The cashier knew we were there but didn't do anything, and five people including the manager stood with backs turned to public the whole time. So now one really seen us that whole time. We didn't know what to do since they had no one helping the pick up order area, and the only people upfront were working with backs turned the whole time, and talking to each other. Sometimes one would glance but that's it. Finally, the manager turned around and seen us, and got the person putting all the orders together to help us. He got our food out of the window and made our drinks. We said thank you and also tried to make small talk but no one would talk to us wouldn't even say your welcome, the least they could do. When we got home the sandwich has little to no sauce on it, luckily we paid for extra sauce. I got three pickles and my husband got two, and the tea was basically syrup it was so sweet. It was rude, chaotic, and loud and my first, and last time at that location. My suggestion would be to have someone just for the guest, like a dinning room person that also helps with pick up orders. I don't think the person getting all the orders ready should be also in charge of dinning room and pick up. Also, the staff including the manager needs training. I tried to give feedback on the website so Zaxby's costomer service can see it directly and that was a no go. It would let me send it and then times me out. Just tells me Zaxby's dosent care, and it's all about money and not about the people that keep you in business to make...

I’ve ordered curbside pick-up from this Zaxby’s location three times over the past two weeks, and each time I’ve had to go inside to pick up my order. Initially, I thought there might be a mistake in how I was placing the order, like choosing the wrong option for pick-up or delivery. However, every time I double-checked, the ticket clearly indicated curbside pick-up.

Despite this, no one ever comes out to deliver the food to my car. It defeats the entire purpose of offering curbside pick-up if customers have to go inside to collect their orders. If the team is unable to manage curbside pick-up efficiently, it would be better to remove the curbside signs altogether to avoid confusion.

I have no problem using the drive-thru, but if curbside pick-up is offered, it should be honored. Otherwise, it’s misleading and frustrating for customers who choose this option for convenience.

The food quality was good, but I strongly urge the staff to pay more attention to curbside orders so customers don’t have to leave their cars. I even walked inside and asked the young lady on two separate occasions. Do my ticket, says curbside or pick up and she look directly at the ticket and said “curbside”. So they clearly see the ticket says “curbside”, but just ignored it all together and leave it on the pick up counter???

I hope this feedback is taken constructively, as it’s a simple fix that can greatly improve customer...

Love the food. But whenever I order sauces (which I pay for) they've been almost empty. They always fix it for me but whoever is filling them isn't doing their job. Doors are sometimes locked when the restaurant is open. And when the manager asked the cashier that was supposed to have done it, she said she didn't have time. (That cashier who is an older white woman seems to dislike her job. The manager has terrible customer service and zero control over her employees) I let the next customers in myself. Also let the manager know that the large cup lids were wrong and didn't fit the cups. She just stared at me and said ok. Then turned away. The lids weren't changed. Only one cashier since I have coming there has been on point with everything. Young black woman, glasses, curly hair, very sweet and does her job. I want to say her name is Nicole but I'm not sure. I've had her on the register and the drive thru and she knows her job and seems to make up for everyone else's shortcomings. The people in the kitchen make great food as well. No...