Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Trussville

Against my better judgement (due to terrible past experiences), I visited this Zaxby's drive thru (my son like their food & begged). Usually my main complaint is the long line & wait, but on this particular day there wasn't a long line, just a couple of cars ahead of me & I drove right up to order. First issue was I ordered traditional wings & things & cheddar bites, but after receiving my total & doing a quick calculation in my head, I realized they rang me up for boneless wings & things. I informed the young lady at the window & she corrected my order. After making my transaction, I was informed that the cheddar bites are cooked to order & I was asked to pull in a parking space. I did just that. My son & I waited several minutes & I realized that I was clearly waiting on something other that cheddar bites. After bout 20 min, I decided I wanted to go inside & request a refund. I went in & was immediately met with the question " what's the problem with your food". I explained that I had not gotten my food & that was the problem; I requested a refund. The cashier asked if I had the wings & things & she explained that it was ready. I told her I was ready to go & just wanted my refund. The cashier called out to someone in the back to say the W&T order was cancelled & that I wanted a refund. A lady in the back seemed frustrated & said to just give me the food anyway, I declined (NOTE: POSTED HEALTH DEPT. SCORE WAS A 79). The cashier again called out to the back informing that she needed to do a refund & a lady threw her badge from the back to the front & the cashier picked it up & attempted to process my refund. The cashier repeatedly swiped the badge, but it was obviously not giving her the results she was after. After several more swipes she starting entering my order to process the refund. She told me to insert my card in the machine & it seemed off to me when the machine said "approved", but after the cashier slowly reviewed the receipt, I realized she had charged me again, instead of processing a refund & she realized the same. She was frustrated & ended up giving me a cash refund for both transactions. I left & proceeded to try to find something else for dinner. I sent a message to Zaxby's via their website, but haven't heard anything back. When I sent a message years ago about their poor service, I never heard back, so this time I decided to post a review as well, so others will be warned.

Response to Zaxby's 2/23/25: I sent a message on your website the same day this incident occurred & heard nothing in...

I ordered online pickup, and selected the option "ASAP". My email said it would be ready in nine minutes. I arrived fifteen minutes after ordering. The restaurant had drive through traffic, but was otherwise slow. When the mother and daughter ahead of me finished their order, I told the cashier I was here for order pickup. I gave my name, and showed my email. They then started what I thought was order. I continued to wait and wait. The manager then got involved, and it seemed like progress was being made. They then brought out the order, and it turned out to be someone else's, and not mine. I re-presented my order, and they started making it again. While I continued to wait, the manager told the staff I had been waiting three hours, which the staff didn't treat seriously. Finally, after waiting for 22 minutes after I had arrived, and 37 minutes after I had ordered, I was presented with my meal. I checked the top box and it was correct, so I took my meal and left for my friends house. When I got there, my friends meal was missing his fries and his cole slaw, and I was missing the honey mustard I'd ordered on the side. In their place we're the fried mushrooms they'd thrown in when they told me they were out of onion rings, which they still managed to find and cook. To sum it up, ordering online meant that I waited longer than going through the drive through, a order that was more than fifty percent wrong, and dry bread on my chicken salad sandwich. The one saving grace was that the manager on duty treated the situation with urgency, but failed to make sure that I received all the food I'd ordered before throwing in extra food as a means of appeasement. This is not the first time I've received the wrong order from this location, but this is certainly the last, as I will not be dining at this location...

Absolute worst experience of all experiences I’ve ever had at any fast food restaurant. I arrived at the restaurant at 9:20pm and i ordered a grilled Cobb salad and a regular fry. The lady at the window (mikiyah) had a very nasty attitude, which should have been the first red flag. Shortly after pulling off I noticed my fries were cold, the salad was not freshly prepared, and the meat was overcooked. I drove back around and told the lady at the window and she instructed me to pull to a parking spot and they would remake my order. There were already 6 cars pulled to the side waiting. I pulled back in the drive thru at 9:55pm because I still haven’t received my order. The entire staff left the front and magically appeared at 9:59 and began turning the lights off before approaching me. They were basically letting me know we are leaving for the night. I never got my food and I’ve been out here waiting for over 30 minutes. I want my money back. The manager came to the window looking confused, saying she shut down all The registers for the night and she couldn’t do any refunds. First question, why are you closing your registers early when you haven’t even served a customer that has paid and waited over 30 minutes. There is so much more. I’m still upset, hungry, and without a refund. I will be sure to NEVER return after I get my refund. 0/10 I do not recommend this location. It’s a restaurant full of childish and incompetent young adults who...