Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Winchester

I arrived at 6:00 pm on a Saturday and found a drive-thru line that wrapped completely around the building and was causing a back up for cars trying to come in and park. Given the proximity to the intersection and traffic light of Jubal Early Dr./Loudoun St., this isn't safe as traffic was backing up onto Loudoun St. But this could say a lot about what to expect.

After finding a parking spot 10 minutes later and entering the restaurant I was confronted by a large congregation of people near the order/pickup station with no discernible waiting line. After asking several customers and figuring out that there was actually no-one waiting to place an order, I made it to the counter. I was greeted by a very friendly cashier who took my order at 6:20 pm. I then was able to fill my drink and find a table to sit at while I waited for my order to be called.

At 6:27 pm a very garbled, and almost unintelligible voice over their intercom called out what I believed to be my order number. After working my way back to the counter I discovered that it was not. In fact it was an order number that was 15 numbers earlier than mine. Back to the table again.

At 6:55 pm, two full drink refills later, I again heard what I thought was my order number. Thankfully, it was. I brought my order to the table only to discover that the chicken fingers were missing and the wings were luke-warm at best. Don't get me wrong, they were cooked and sauced, just not as hot as I would expect.

I returned to the counter and after standing there, being ignored by the staff for a while, what I believe to be a supervisor approached and asked if I needed something. I explained that the chicken tenders were missing, the temperature of my wings, and the fact that I placed my order almost 45 minutes prior. She then spent several minutes questioning the teenagers behind the counter to try and figure out whose fault it was. I finally interrupted her and asked nicely to have my food. The supervisor reached behind her and grabbed a container with chicken fingers that was under the heat lamps and put it on my tray while giving me a very casual apology.

So I finally got to sit down and eat my dinner at 7:05 pm. The flavor of the wings (I chose "sweet & spicy" sauce) was very good. The wings were actually still crispy on the outside and the meat was tender even though they were now barely warm. The chicken tenders were also very tasty. The crinkle fries however were no better than frozen french fries from my local grocery store. The seasoning on them was very salty. The piece of Texas toast that was on my plate was a bit confusing. I'm not sure why it was there at all. Very dry, very little flavor.

The interior of the restaurant was very pleasing however I have a problem with the placement of the lamps hanging over the tables, especially the tall tables with the stools. The lamps hang at eye-level and have no shades. During my extended wait I was trying to look around the restaurant and watch the nice large flat-screen televisions but was constantly blinded.

Being a brand new restaurant, I expected it to be crowded, as we don't often get a new fast food choice in Winchester. However, the lack of a waiting area for people who have already placed their order made it really confusing. The taste of the chicken (wings and tenders) was very good even though they were not hot when I received them. However, the fries and Texas toast are the complete other end of the spectrum. If I choose to venture in to Zaxby's again, I will probably choose to take the cashier's offer to substitute something for the fries. The primary reason for the 2-star rating is the slow service and the lack of priority of the supervisor. I believe that she should have immediately attempted to correct the problem with my order, including offering to remake the wings. When you add it up from the time I tried to pull in the parking lot until I left was 90 minutes.

Verdict: Slow-Fast Food. ...

THIS is what I got today!! I came back into the restaurant because I was owed a free meal. You see, I spoke to a manager 2 months ago because of an issue that I had had with in the restaurant of not only being overcharged, but my order being completely wrong. It seems the person that I had the problem with in the restaurant when I called the next day to speak to the manager, was the manager. She told me she was going to write my name down in the book for my free meal next time I come in. Fast forward today I go in for said free meal, the cashier goes to the office and brings out this same manager. The same said manager that I dealt with last time who not only was degrading her employees on the front line, but had the same attitude that she had had with the guests and the employees several months ago. After getting yet another attitude with me because she couldn't find my name in said book, she rang in my ate boneless wings and literally threw my receipt at me. This lovely customer service, even extended to her employees, who handed me my food. I said, thank you, he turned around and said nothing and walked off. I had no sauce, I had no utensils to eat with. When I went back to the counter and asked for said things, I got them handed to me with an eye roll and still not a thank you, your Wellcome or anything not anything!!! I have been in and out of the restaurant industry for over 30 years, I would never, ever dream of treating my guest in this manner. I absolutely love the food at Zaxbys but I will NEVER step foot back in the Winchester, Va location again. And, that manager should be FIRED!!!!! Doesn't that food look GREAT!! This is what you get when you go to this location. Bread, un toasted and laying in the cole slaw juice....

Last night was the last time we will be eating here. I have no clue how we can have so many bad experiences on multiple visits; it is extremely telling.

It was fine up until we received our food. I asked for a single sauce with my combo. Khayla was rude from the get-go. "You have to pay for sauces, they're $.25." From there, I stated I always received a ranch without asking. Not sure why a complimentary sauce per meal is an issue.

We went back and forth, to which she caved, and gave me the sauce. Not before she explained that their "boss" (manager/owner?) complained they were giving away "free sauces." I didn't realize paying for a meal meant free. Still she retained her cheerful attitude and she called the manager over (who I asked to see in the beginning but she refused).

The manager was his own episode of unprofessionalism. I don't understand the combative nature of managers these days and over $.25. He argued with me that the #5 comes with sauce to which I explained that you're at the will of the person preparing them. Does buying a sauce for $.25 with a potential separate fee make any of this worth it. If you're going to make such a policy and randomly change it you need to inform the customer while they're ordering (still...