Complaints

This profile includes complaints for Zaxby's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zaxby's

  1040 Founders Blvd # 100 Athens, GA 30606-6138

• 

  Zaxby's

  3030 Eagle Dr Woodstock, GA 30189-5531

• 

  Zaxby's

  1800 Epps Bridge Pkwy Athens, GA 30606-6105

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today when I went to get my lunch apparently I was supposed to pay by the booth by the ordering screen? This is new policy because I've been coming to zaxbeys 20 years and always paid at the window. I went to give a large man with a Grey ***** and big belly my card to purchase the food and he yelled "F*CK! ANOTHER ONE DIDNT PAY AT THE ******* Then began to be very nasty to me asking me why I didnt pay at the booth I said I didnt see it and he treated me like I was stupid and said it was big enough for me to see. I said I did not see anyone there to take a payment and I've never been here before where I didnt pay at the window? This was on June ******* at around 1:45 pm at the ********************* location in ********** *******. Very unprofessional way to treat a paying customer in my opion.

  Business Response

  Date: 07/01/2025

  Hi *****, 
  
  Thank you for reaching out to Zaxbys. We are sorry to hear about your recent experience. We value you as a guest and have sent a digital gift card to your email address. Additionally, each of our locations are individually owned and operated. We have escalated this to the leadership team of the **********, AL location to assist you further. We hope that we will have the opportunity to serve you again soon. 

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was noticed while waiting on food that it seem as if teenagers were running the store. Also seems like there is some color discrimination going on amongst the employees and the owners.

  Business Response

  Date: 05/21/2025

  Hi ***, 

  Thank you for reaching out to Zaxby's. I'm sorry to hear about your recent experience. Each of our locations are individually owned and operated. When you have a moment would you mind responding with the address for the restaurant you visited (street name and city, state)? I will be happy to have someone address this issue for you.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 8, 2025 (last night) I tried to place an order in the app for *****. The app said my card was declined, so I tried to place the order again. It declined my transaction again. It never let me place the order, so we went to pizza inn last night for food. This morning, I woke up and they charged my card ***** twice which equals *****. I never got any food, and the order was never placed because my card was declined. It was around 8: 30 last night on May 8, 2025, in the app for the *********, ******** location. This is not the first time I have had issues in this store. It seems almost every time I use my card this location tries to charge my card multiple times even in the store. This time it happened without the order even going through and without getting food. I want my money back. They have already stolen hundreds over the last few years. This time it over drafted my account. I am not happy with their app, card processing, or service. The managers are rude, and people act like they don't care your money was double charged or stolen. The email my app is associated with is *********************** and my main email I use is *********************** My phone number has changed from what is in the app. The app will not let me update it. My phone number is **********. I included a screen shot showing the transactions. It is fraud to steal money from people, especially when service was denied and no products were received.

  Business Response

  Date: 05/12/2025

  Hi ******, 

  I'm so sorry to hear about the experience that you had ordering within our App. I do see that you had 2 failed orders. These orders are showing as failed (declined). If you have any pending charges on your account, these should drop off soon, if they haven't already. To get a more accurate timeline of when these pending charges will drop off, I would recommend reaching out to your bank directly.
  
  Additionally, we value you as a guest and have added a reward for $10 OFF of your next order as an apology for this inconvenience. 

  
  I hope we get the opportunity to serve you again soon. Thank you for reaching out to Zaxby's.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23307460
  
  I am rejecting this response because:

  I still have pending charges. I have already spoken with the bank, and they said the pending charges will stay until your financial institution drops the pending charges. When the charges are dropped from my account then I would be happy to close the case. However, the charges are still showing pending and your bank has not reversed or stopped those charges. My bank said it is usually dropped from the company that made the charges within 48 hours. However, it has been passed that timeframe and your financial institution has not corrected the issue.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/14/2025

  Hi ******, 

  We truly apologize for the inconvenience. Please be assured that these orders are showing as failed (declined) and If you have any pending charges on your account, these should drop off soon, if they haven't already.
  
  I hope we get the opportunity to serve you again soon. Thank you for reaching out to Zaxby's.

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My account has been fixed. Thank you for your help.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday evening my sister and I got our salads and this is not the first time this has happened and it was NOTHIMG EXTRA put on our salads that we asked for.#2The young man tried his best he and the young lady with the purple hair were fine including a young heavy set young lady..my problem is there is one little light ski. Young lady that called me a B**** to her other ********** because I asked her to move so I could see...we sat by the widow and they were so loud that we heard her say it by this time their was an elderly couple in the restaurant..So with all of this being said I really feel their are way to many friends working together at this one particular ZAXBYS IN **************...She was also touching her hair over the food that the young man was trying to prepare .The loud talking about customers is VERY VERY UNPROFESSIONAL a d it also turns people away.The evening crew is wayyyy different than the morning crew you DO NOT GET YOUR MONEYS WORTH WITH THE YOUNG PEOPLE BIT YOU DO GET YOUR MONEYS WORTH WHEN ***** THE MAMAGER WORKS.THE YOUNG CREW NEED TO LEARN TO HOLD THEIR TONGUES AND DONT CALL PEOPLE UP TO THEIR JOBS TO FIGHT PATRONS..I MUST SAY THE YOUNG MAN FIXING THE FOOD..THE YOU G LADY WITH THE PURPLE JAIR AND ANOTHER HEA Y SET YOUNG LADY WERE FINE. VERY PROFESSIONAL BUT THE YOUNG LIGHT SKIN ONE NEEDS TO BE DISMISS WHEN YOU CALL PATRONS B****** AND SHE WAS LOID ABOUT IT.OVERALL I LOVE ZACBYS but I DO t think I will be returning to the one in ************** because now it's turning into a hood restaurant when you have employees that speak about patrons on that level makes you loose clientele .Be mindful of your employees because of the world we live in you never know where a individuals head is at .the world is stressful enough when you spend your money to eat out NO ONE ..YOU NOR I WANT TO BE TREATED IN SUCH A MANNER.SINCERELY, ********

  Business Response

  Date: 04/24/2025

  Hi *** *****, 

  Thank you for reaching out to Zaxbys. We are sorry to hear about your recent experience. Each of our locations are individually owned and operated. We have escalated this to the leadership team of the **************, AL location to assist you further. We hope that we will have the opportunity to serve you again soon. 

• Initial Complaint

  Date:04/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 12, 2025, someone hacked into my Zaxbys account and ordered $97.90 worth of food in *****. I found the activity that same day and immediately changed the password and reported it to Zaxbys. I have an open ticket with them #***** and I still have yet to receive a response after 24 days even after it was "re-escalated" to the store owner.

  Business Response

  Date: 04/10/2025

  Hi *******, 

  Thank you for reaching out and for bringing this to my attention, we are sorry to hear this. I have escalated this directly to our Cyber Security team to investigate. I have also forced a password reset to prevent further fraudulent attempts on your account, and I have flagged this as fraudulent with our payment processor. Our recommendation is to please reach out to your bank or credit card company directly to report this fraud and dispute this charge. This will result in a charge back for the amount that was used. We apologize for the inconvenience and thank you for choosing Zaxbys!

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23166184
  
  I am rejecting this response because:

  Since it was not my card that was compromised, but instead it was the Zaxbys account with the card tied to it, they have advised that I receive a refund from the merchant. There is already a ticket open with this through Zaxbys and I referenced it in my original complaint. My account password has been reset multiple times already and it does not need to continue to be reset. I have had a ticket open with the company for a month now and I have still not received a resolution which is what has led to this complaint. I find it very difficult to believe that corporate cannot get ahold of one of its owners or management team of the location of which this fraud took place. If you cannot refund the cash amount, I'd be willing to accept a $200 gift card to consider this settled. 

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/14/2025

  Hi *******, 

  We truly apologize for the inconvenience and thank you for your patience. We have reached out to the leadership team for this location on your behalf and they have processed a refund for the order in question. We hope to have the opportunity to serve you again soon!

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rats everywhere. Big grown a** rats. I was eating and 2 ran over my foot. I told management and they told me I was lying.

  Business Response

  Date: 03/17/2025

  Hi Mikey,

  We take this seriously and would like to learn more. Each of our locations are individually owned and operated. When you have a moment would you mind messaging us with the address for the restaurant you visited (street name and city, state)? We will be happy to get you in touch with the right person to assist further.
  

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 big Zax snacks toss in tongue torch 1 regular Zax Snack 1 wings and thighs 1 signature chicken sandwich 2 eggs rolls They only gave me 2 of the Big Zax snacks in tongue torch, I told the boy at the window and he asked for the receipt. I provided him the receipt, he went to the back to tell them about the mistake and the manager apparently told him that she was pretty sure she put 3 in the bag. I told him to tell the manager that she was more than welcome to come look at my bags or learn how to count because she was really questioning if I was telling the truth. I never moved from the drive tru window the whole time I was right at front of him. Even worse the smart mouth female who was there right next to him got in the middle of the conversation just to be a completely A** Very disrespectful and told me that why I was complaining anyway because I was going to come back since I was always there. I never ever asked for anything free all I asked was for what I just paid. We are a local family business and dont need to cheat NO one with a meal. That female who step up just to be a nasty mouth creature has NO business treating costumers the way she did. Or I just wondering if she did it because of my dark skin. Really make me wonder if she would have act the same way with a blond lady?Again I am not doing any of these because I am expecting a free meal but would definitely love for her to learn how to talk to the costumers. If yall have cameras I would love for yall to pull the video that way yall can see and hear her nasty attitude. Not sure how much yall care but I can tell you that it will be a cold day in H*** if I ever visit that location again.

  Business Response

  Date: 01/10/2025

  Thank you for reaching out to Zaxbys. We are sorry to hear about your recent experience. Each of our locations are individually owned and operated. We have escalated this to the leadership team of the ************, ** location to assist you further. We hope that we will have the opportunity to serve you again soon. 

• Initial Complaint

  Date:12/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I order door dash. I order the traditional wings and things with toast. The toast is never toasted. But when I go to other Zaxbys the toast is always toasted and hot. They always put the right barbecue sauce on the wings. Mostly its just barbecue with no barbecue sauce poured on the wings. I love Zaxbys barbecue sauce. Also I have a concern. When I went in the store I saw an employee vaping around the food. I also got food poisoning while I was at the other Zaxbys on 280 in ****** city. In front of *******. The Zaxbys that dont toast their bread. Is the Ladonia one, where I had some trouble. When they pulled me up and forgot about me.

  Business Response

  Date: 12/16/2024

  Thank you for reaching out to Zaxbys. We are sorry to hear about your recent experiences. Each of our locations are individually owned and operated. Will you please confirm the full addresses of the locations that you visited, and I would be happy to direct this to the appropriate teams to assist you further. Thank you. 
  

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zaxbys ******************************************* ($19.65) Blue Zalad On 12/6/2024 @ 05:17 pm entered establishment and purchased a **********. The young woman cashier processed my ordered asked the young lady if she could make sure that my chicken gets tossed in buffalo sauce due to previous orders in past my chicken nevered tossed in buffalo sauce. The young women walked over to ask the two older women standing at screen with orders about the buffalo sauce being on the salad, young cashier fairly new, so the bigger female with a attitude says the salad comes tossed in buffalo sauce like I stated to the young cashier along with the two other female employees that my chicken never comes tossed in the buffalo sauce whenever I order this salad. Apologize to the young women, she understood waited until 05:30 pm received my order just to get a Blue Zalad doused in buffalo sauce (trying to be funny about the situation) unprofessional, useless, and waste of my time and money when I had to be at work on time due to me working with law enforcement so I'm ****** bc I couldn't enjoy my salad due to ghetto minded immature childish females who can't acknowledge when someone wants their food to be correct and worth the wait ...Again waste of my time and money couldn't eat the salad due to over drenched buffalo sauce in my salad. Again I'm highly aggravated about my order after waiting almost 20 minutes for a salad making me late for my shift because of pure ignorance of staff members.

  Business Response

  Date: 12/09/2024

  Thank you for reaching out to Zaxbys. We are sorry to hear about your recent experience. Each of our locations are individually owned and operated. We have escalated this to the leadership team of the *********, ** location to assist you further. Additionally, we have sent a digital gift card to your email address as an apology for the inconvenience that you experienced. We hope that we will have the opportunity to serve you again soon. 
  

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nibbler meal from Zaxby's at ********************************************************************************The bread was hard on the Nibbler, most of the fries were full of grease. I have the rest because I could not eat it all and the chicken tasted different. A few hours later, I started to feel sick to my stomach, had diarrhea as well. I called the restaurant. I asked for a manager and the guy who answered said he was a manager. I told him the bread was hard, fries greasy, etc, then he handed me off to someone named ***. *** was rude. She began yelling at me that her store was clean, etc., etc., I told her I got sick from it. She never offered an apology and went silent for a bit. I already told the guy- I wanted a refund. She rudely said "What do you want?" I told her yu know I could report you to the health department- she said something to the effect, go head I don't care if you report me my store is clean. She continued with her nasty tone and attitude and I told her she had a nasty attitude and she yelled some more and said I did.(lol) I was sick, not yelling, trying to get a refund, and an apology. She did not care. As she continued to yell in my ear, I disconnected because she is not capable of handling her emotions or resolutions. I called to make a complaint to Zaxby's headquarters and was hung up on, and I had to call back. When I hung up, she called me back to yell at me some more. (?) What kind of manager does that? Harassment of a customer is an issue. She needs not to work with people if she can't handle her emotions and be professional and provide resolutions to problems. After all, it is the customer who helps your company to pay their bills, etc.

  Business Response

  Date: 12/03/2024

  Thank you for reaching out to Zaxbys. We are sorry to hear about your recent experience. Each of our locations are individually owned and operated. We have escalated this to the leadership team of the Warr Acres, OK location to assist you further. We hope that we will have the opportunity to serve you again soon.