Zaxbys Chicken Fingers & Buffalo Wings — Restaurant in Winchester

This location is known by the community to be a slow & rude establishment & my experience yesterday certainly solidified that viewpoint. I’m not one to complain or leave a review — I know these are just workers doing their best, but the way that the manager Lynsey treats customers is so rude and counterproductive. I tried to order 3 meals when they opened w an e-gift card through the app. Per the app, I could not pick up until 2:00 (nearly 4 hours later and after our lunch hour). I know the employees have no control over the app, but the e-gift card stated that it can be redeemed in person, so I took the printout, went to the location & explained to the very helpful front of house worker Felicia the situation — I’m trying to use an e-gift card, the app won’t let me place an order until 2:00, I’d like to order here and pay with this OR figure out how to order on the app. She went to get her manager & returned to let me know the mngr said they cannot accept it, it would have to be used online or we could bring the physical gift card. I replied that I did try to use the app & wasn’t able to pick up until 2, & there never was a physical gift card bc this was something purchased online at home & printed off. The foh workers have no control over this, so I asked to speak to the mngr. When the mngr Lynsey approached, I smiled & tried to explain my side of the situation: “Hi, I just tried to—“ & Lynsey cut me off to say “No, we don’t take it, you have to order online.” Then tried to turn around & walk away. This did not help me at all bc I had already tried to order online. I had to call her back & ask her if I could actually speak to her & discuss the situation, to which she rolled her eyes but to her credit, didn’t turn & walk away this time. I explained I tried to order on the app & it wouldn’t let me pick up until 2, so I was just trying to figure out if there was a way either in person or on the app I could order & pickup now instead of 3.5 hours. She told me it was user error & to go back in the app & click ASAP, and then she walked away without further assistance. Despite further complications, I didnt see Lynsey again for the over 30 minutes it took for me to resolve my issue and get my food. I know I’m not an infallible person, so I accepted what she said, sat down, added everything to the cart, went to check out & was at this point notified by the app that now I could not pick up until 2:30. Attached are screenshots showing that the ASAP button she condescendingly told me to push literally does not exist, or at least didn’t for me. I brought my phone back up so we could hopefully work through this together & come to a solution. Felicia, who was not the mngr on duty, was extremely helpful. The mngr did not speak to me at all, even to help Felicia with what the mngr explicitly told me was the issue. Felicia let her mngr know that there was no ASAP button & that she would put the order in for later but to make it now — I wish the mngr would have presented putting the order in early as an option before because we could have avoided all of this if she would just communicate a customer’s options to them. Unfortunately, the app did not work. Felicia sat with me for a good 15 minutes as I apologized for being a bother, trying to figure out how to get the order to go through since the mngr had refused to accept the e gift card in person. I did not want to cause a fuss, I just wanted a way to use the money that had already been spent at Zaxby’s. In this time, the mngr did not check on us or offer to assist us a single time. She left everything to Felicia to handle. Felicia was finally able to figure out the app was bugging for some reason, got my order in, & was so polite & attentive with me as it was being made & when it got ready. I am so extremely grateful for all of Felicia’s help, & sorry about how undervalued she is by management & Lynsey in particular. I’m also sorry to any customer who goes to Zaxby’s & has to deal with Lynsey’s incompetence & complete unwillingness to communicate at all with...

I left 5 star for food quality because we go here alot and the food is almost always great ! This one particular time I’m complaining about it wasn’t and that’s okay, it happens but my main complaint is on the management !! The workers there are great , very sweet! But the general manager, very different story !!! I’m not sure her name, I’m gonna guess Lyndsey because I have seen other complaints of her rude behavior on the other reviews here. But again not for sure her name, but she said she was general manager. I went a couple nights ago, and had to wait a good while on my food which was okay , I’d rather wait and have fresh food. But when I wait 15+ minutes and spend the amount of $ on the 4 meals we got, I would like to come home to a good fresh meal. This was not the case! 2 of ours meals were good and fresh mostly, but mine and my husbands tasted like the wings were old and from bottom of the barrel and our toast could have been cut up to make good croutons! Well I called the next day, to let them know about my unpleasant dinner and the worker was very polite and helpful, told me the general manager told her that I could come and have my full receipt replaced, mind you I never once asked for my full receipt to be replaced, not all food was bad so I didn’t expect that but that’s what they said to do. So I didn’t prepare dinner, I instead went to Zaxbys once again to bring my receipt as told, well when I got there the general manager had RUDE written all over her before I even had a chance to speak! And when I was trying to explain my side, she rudely interrupted me and belittled me as if I was just there for a freebie. That wasn’t at all the case ! I don’t need free food, I have $ to pay for food . But I felt I shouldn’t have to pay that amount and wait that long to go home to no good food. She didn’t give me time to speak or anything and I was so polite through all of this, and she just was straight rude about it . I called the next day to talk to the owner about her because she had me going home in tears from just being so rude. Well she answers the phone refusing to let me talk to an owner or give me info on how to get in touch. I then talked to her and tried to explain my frustration , and all I asked for was an apology and she just would not do it. I literally said I feel I deserve an apology and she acted like “sorry” just wasn’t a word she could say. I eat zaxbys ALOT we spend lots of $ there and I never complain, usually have no reason to, and the one time I did have good reason, I had to deal with this?? From the general manager who is supposed to have full customer curtesy ?? She is lacking it very much so! I could tell it was her on the phone when ic called to speak to the owner because she even sounded rude then, before even knowing who I was calling and the reason. I guess she is just that type of person, and I see other reviews on here of her rude behaviors, and I don’t understand how she is still a manager . I understand you need someone tough to keep your employees up to standards, but they also need to know how to treat customers, and that’s not it ! I’ve never had issues with employees they are always super friendly . But this woman, really needs to go, I believe she is running away business, I most def won’t be back for a while...

My mom, little brother, and I went in for lunch today. My mom ordered first. Then my brother. Then me. My mom ordered the loaded fries. My brother ordered loaded fries and wings. I ordered a chicken fingerz plate.

My order was done first. I got called. My brother grabbed my plate for me. Then my brother's order was called. He grabbed his plate. My mom sat and waited for twenty minutes. Several other orders were passed out before hers was, even though she'd ordered well before these other people had. She finally got up to ask about her order or ask for her money back. She stood and waited for ten minutes with the cashier looking at her and then ignoring her several times.

When she WAS finally acknowledged, it wasn't a friendly encounter. She was accused of lying. My mom said the woman in the kitchen area told her she'd already gotten her order. My mom NEVER did, despite having waited thirty minutes at this point. She's not comfortable eating the food they did end up giving her, and I don't blame her. When the kitchen staff starts acting like total assholes, I certainly wouldn't touch the food.

I wish I knew the names of some of the staff. The behavior was totally uncalled for.

Food? Warm, not hot. Decent flavor. Service ruined everything, though. I wouldn't recommend eating at this particular store. Better options around Winchester, anyway, with better food and much nicer, more understanding staff.

EDIT: For more context and to further specify, our orders were all on DIFFERENT TICKETS. This was not a case of, "Oh, well, maybe the staff got confused and only put down one order of loaded fries." Nope. Separate tickets entirely. She had loaded fries on her ticket. My little brother had loaded...