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

My husband and I have visited this location twice recently (8/27/23 and 9/17/23). Both times we ordered online. August 27, we ordered online only to arrive and find that the restaurant had closed early due to staffing shortages. We overlooked this, though, because we received a full refund and a coupon from the main corporate office. Tonight, however, was a different story. I placed an order at 6:56 pm and received a message saying that the food would be ready at 7:08 pm. My husband arrived to pick up the food at this time to find that the dining room - where online orders are typically picked up - was closed. He got in the drive thru and told the employees that we had an online order only to be asked to go park and wait for our food. He waited in the parking lot for another 45 minutes before giving up and leaving. I rarely leave reviews and understand that staffing is difficult these days, but there was no attempt to remedy the situation or an acknowledgment/update that they were still working on the order after 45 minutes of waiting. Just disappointing as we did not receive our food or even the offer of a refund.

UPDATE: I received an email from the store manager on 9/18/23. We received a full refund...

So I understand as someone who’s worked many different restaurant jobs that late customers aren’t the greatest, I came 10 minutes before you closed and saw a handful of people in the dining room ordering. When I got my food the bag was tied shut and I assumed everything was in the bad, my mistake. But my 6 finger plate with double fries had one corner of the box full and a couple more in the big area of the box, not the same amount I’ve gotten every time. And I got the cheddar bites, my meal comes with two sauces and the bites one sauce yet none came in the tied bag that deterred me from checking as I wasn’t about to undo a knot. Felt deliberate as I had came so close to closing that my meal was not made properly and petty to not give me the sauces when the little bag that the napkins and sauces have been put in for months now, just given napkins. Glad I spent extra money for the double fries I didn’t get but at least I only had a few to eat dry instead of a double order...

Dear Zaxby’s in Troy, AL. This is the 2nd time either myself or my husband have waited in a 25 minute drive thru line only to get to the window to order, and you’ve “discontinued a product” WITHOUT any form of advertisement that said product is discontinued. I understand this is very much so a 1st world issue that I’m complaining about, but I felt compelled to write this review because it’s quite frustrating to sit in line waiting to order for that length of time, only to get to the window and you’ve discontinued your fried pickles and months ago the Caesar salad option, with NO forms of notice or advertisement. This might just be a local thing I’m not sure but can we do better? I’d also like to be clear that I’m not frustrated with a single employee that was working during those 2 instances, just annoyed that you couldn’t let the people know you literally don’t have the one product that someone is waiting in...