Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Virginia

Over the last few years we have frequented this Zaxby's whenever passing by Mechanicsville. In the last 2 weeks we've been by there twice with unfortunately extremely poor service. The second visit which was this evening was around 5:15PM and service was slow both in the restaurant and in the drive thru.

While there was several people in front of us ordering it took approximately 35 minutes just to even order. The issue driving this was (1) orders were backing up on the counter because the staff wasn't calling out names loudly enough for people to hear, (2) most orders that came out had an issue, (3) people who ordered meals were missing completely, and (4) people in the drive thru were having to come in to either have their meal fixed or grew so tired waiting in line they hoped coming inside would be quicker.

Once we ordered our food we waited another 20 minutes for it to be prepared. Half of it was ready at the 10-15 minute mark but sat on the shelf waiting for the remainder of the food so by the time the entire meal was ready the first half was cold. Upon receiving the meal we were missing one entree, missing texas toast on two meals, and one meal had boneless wings instead of the traditional as ordered. While we had the entree issue fixed we didn't feel like waiting another 10-20 minutes to have the other issues fixed so we ate and left.

One thing I've noticed in our past two trips is the restaurant is short staffed and they do have flyers out noting that issue. However the lack of urgency by staff at the front and meal miscues/incorrect orders by the kitchen need to be fixed. If not, it's time to take our...

My husband and I had ate at this Zaxby’s location 3 days straight. Saturday, Sunday, and Monday. Saturday was our first ever visit to a Zaxby’s, and if you have ever ate here I’m sure you understand why we kept coming back. The food is great, service great, and even for being busy the wait wasn’t long at all. The fries are to die for, and the Caribbean Jerk sandwich is amazing. I can’t wait to go back. I also want to mention that actually on our Sunday visit, I had forgotten my purse in our booth! I didn’t notice for the rest of the day as after eating we came straight home and I went about my day. However Monday morning I was in full panic trying to find my purse before work. I ended up heading to work, totally distraught. Later that morning I checked my phone, and actually had a Facebook message from one of the managers, at Zaxby’s, Kellie Pritchett, reaching out to tell me they had my purse! There was no contact information in my purse, so Kellie took the time out of her day to notice my name on my ID and managed to find me on Facebook and reach out! I’m so thankful as we had ran so many errands that day, I had no clue where I could have left it. Of course when we returned to pick up my purse, we had to eat again! I would absolutely recommend this Zaxby’s location based on the food alone. However the customer service absolutely goes beyond the counter! Thanks so much to Kellie for being so kind and helpful, and to whomever the wonderful person was who turned in my purse to her! Everything was just as it should be and nothing...

4/27/24 went through the drive thru ordered #7 family meal .3 vehicles ahead, so was plenty of time to have food ready ,each had lengthy wait .When got to window ,payment was taken ,after a wait was asked to pull up in front of the door .6 Clients served still no food .Pulled back thru the drive thru ,waited lengthy time behind a vehicle that never ordered via the speaker only at the window .When I got to the window ,the same curly hair teen came back to the window ,along with 3 others looking like I just landed from another planet .I had tried to call the management team when I was line ,but she failed to come to the phone .One of the teen males at the window said it took so long as food had to be cooked .Even after requesting to see the manager ,no show to the window. When we got the food home, fries was stone cold ,bread soggy .The food was not freshly cooked at all .No forks in the bag and 3 napkins for a family meal ,no plates . That long of a wait all the food should have been fresh .At almost $37.00 there are better mannered places in Mechanicsville to go where you don't have to be treated rudely in toddler town ,and get at least hot food after a 30 plus min wait .. Not asking for anything that isn't paid for . Hot food , fast food ,and a respectful staff ... You expect poor service when you go get a...