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

  1800 Epps Bridge Pkwy Athens, GA 30606-6105

• 

  Zaxby's

  3030 Eagle Dr Woodstock, GA 30189-5531

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:07/02/2024

  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 recently have visited the Zaxbys location in ********* *********************************** and my son frequently visit this location as its by my job at Publix which is across the way.Monday July 1st me and may son came for a nibbler meal dipped in sweet and spicy around 6:33pm,the food was phenomenal although the service was terrible I have never been spoken to in such a manner.The Gentlemen at the front counter of the drive though I believe his name tag shown,***** such a very condescending person and such a rude tone of voice I've never been treated like this my son has Autism and has ticks Which can cause him to yell at times,when the young gentlemen closed the window it was visible he was laughing with his co-worker caught the name of ************ believe,this is completely unacceptable and I won't be retuning to this location ever again, this was very distasteful,rude,and unacceptable my son Doesn't deserve to be treated in such a manner let alone I as a human I will be filing another complain with the **************** This is completely and utterly Distasteful,I won't be returning.Thank you.Sincerely,*********************.

  Business Response

  Date: 07/02/2024

  Hello Aiden,
  
  Thank you so much for reaching out to Zaxby's. I am so sorry that you did not have a great experience on your last visit. I have escalated your message to above store leadership at the *******, ** location so that they can address this issue with management and assist you further. Thank you so much again for reaching out and giving us the opportunity to make things right. We look forward to serving you again soon.
  Sincerely,
  
  Zaxbys Guest Experience

• Initial Complaint

  Date:06/27/2024

  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 went to Zaxbys around 12:14 pm EST at the 143-SC 274 Clover SC ***** location & went thru the drive thru. When I approached the window there was a hand written sign on the menu where you place your order that said they are only taking cash thru the drive credit card transactions would need to come inside. The young lady came to the window about 10 minutes later & said cash only I said thats fine I am ready when you are so she put me back on hold for another 5 minutes. So I requested 3 medium fries. When I got to the window I told her there was someone parked with a trailer close to the drive thru & everyone is squeezing thru to pass when leaving. I also asked why we couldnt make any payments by credit card. She explained the system was down. I explained I would like the number to corporate because of my overall bad experience. The trailer being to close up the drive thru, the additional wait when I said I had cash, & the 10 minute wait just for someone to come to take my order. She said she didnt have the number, I asked for the manager, she asked me to pull up I said I preferred to wait & then a gentleman came to the window I told him he had a nice smile & asked him for the number to corporate he said he didnt know it, & to hold on, then a African American lady came to the window telling saying you want corporate you got it thats me now move your car & pull up because your running up my timer. I explained I wasnt speaking to her in that manor, I asked her name she refused to give it to me & threatened to call the police. I honestly didnt know what to do but I had my granddaughter in the car & chose to pull up the number & leave. I have never in my life been treated this way or spoken to this way. The level of unprofessionalism was unreal to me. To be threatened & bullied by someone & treated like I was less than was not okay. I also feel as though she treated me this way because of the color of my skin. I dont want her to treat anyone else this way.

  Business Response

  Date: 06/28/2024

  Hello *******,
  
  Thank you so much for reaching out to Zaxby's. I am so sorry that you did not have a great experience on your last visit. I have escalated your message to above store leadership at the ******, SC location so that they can address this issue with management and assist further with your request. Thank you so much again for reaching out and giving us the opportunity to make things right. We look forward to serving you again soon.
  Sincerely,
  
  Zaxbys Guest Experience

• Initial Complaint

  Date:06/25/2024

  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.

  Hello, I hope this finds the right peoples hands. I write to you as a customer who has spent plenty of dollars with zaxbys as it is one of my favorite work lunch break spots and even sometimes post workout cheat meals. I have never usually had issues with your South ***** location which is where I am employed by. But on 6/24/24 at 9:46PM, I had placed an Uber Eats order to be delivered to my home. Not only did my order take Three drivers to finally get my food, I did not receive my order until 11:12PM and the reason I was told shocked me. The gentleman who had been assigned to my route after the first two drivers had been told by an associate that someone had WALKED OUT of your 3401 ROCK HILL ******** with my food. No attention paid, someone came in and was able to take the order with no confirmation. When asked if they could remake the order due to this mishap, the workers began hesitating because it was too close to closing time. Im sorry, had your team not been more aware of people poaching food they had not paid for, You wouldnt have to take extra steps to make valuable customers satisfied. Luckily enough, my Uber driver was kind enough to order my food OUT OF HIS OWN POCKET. I gave him a wonderful tip and thanked him for his gracious acts. I have my UberEats account and receipts to back all of this so please contact me with any comments, questions or concerns for i am extremely disappointed that a business can be ran so irresponsibly like this. - Xander

  Business Response

  Date: 06/25/2024

  Hi Xander, 
  

  Thank you so much for reaching out to Zaxby's. I am so sorry that you did not have a great experience on your last visit. Each of our locations are individually owned and operated, will you please confirm the full address of the location that you visisted so that I can escalate this to the appropriate leadership team? Thank you so much again for reaching out and giving us the opportunity to make things right.
  Sincerely,
  

  Zaxby's Guest Experience

  Customer Answer

  Date: 06/25/2024

  The Address of the Zaxbys location is ******************************************  29715 *************

  Phone; *****************

  Business Response

  Date: 06/28/2024

  Hello Xander,
  
  Thank you so much for reaching out to Zaxby's. I am so sorry that you did not have a great experience on your last visit. I have escalated your message to above store leadership at the *********, SC location so that they can address this issue with management and assist further with your request. Thank you so much again for reaching out and giving us the opportunity to make things right. We look forward to serving you again soon.
  Sincerely,
  
  Zaxbys Guest Experience

• Initial Complaint

  Date:06/22/2024

  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.

  Was fired while off with Dr ******* I have all the messages if need to see them. Was told how good employee I was hoped I got to feeling better. Lmk there was a 50$ giftcard In safe for me within 12hrs I was fired never been wrote up or in any trouble. Manager has got me blocked want even answer my phone calls . Something isn't right here Ask h

  Business Response

  Date: 06/24/2024

  Hi ******, 

  
  Thank you for reaching out to Zaxby's. Each Zaxbys restaurant is independently owned and operated by a Zaxbys franchisee. I would like to forward your concerns to the leadership of this location. Would you please share the stores location (street name and city, state) so that I can make sure your concerns may be addressed by the franchise owner?

• Initial Complaint

  Date:06/05/2024

  Type:Billing 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.

  06/05/2024-zaxbys app was hacked by a ******************** in **********, **. Charged my card and changed his name on my account ??

  Business Response

  Date: 06/06/2024

  Hi *****,

  Thank you for reaching out and for bringing this to my attention. 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.
   
  We apologize for the inconvenience and thank you for choosing Zaxbys!

• Initial Complaint

  Date:05/06/2024

  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.

  05/6/24 No silverware Poor condiments Order poor

  Business Response

  Date: 05/07/2024

  Hi ****************,

  Thank you so much for reaching out to Zaxby's. I am so sorry that you did not have a great experience on your last visit. I have escalated your message to above store leadership at the ***********, ** location so that they can address this issue with management and assist further with your request. Additionally, as an apology for your experience, I have added a reward to your Zaxbys account to use upon your next visit. Thank you so much again for reaching out and giving us the opportunity to make things right. We look forward to serving you again soon.
  Sincerely,
  
  *****************
  Guest Experience

• Initial Complaint

  Date:04/23/2024

  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.

  The first time I ordered Zaxby's I ordered online delivery on 1/23/2024, for ***** card ending in 8260, and again drive thru for ***** same card. The chicken was not cooked all the way through all three times and cold, the fries weren't cooked all the way either and they neglected to season them. The last visit I used card 7761 and ordered an order of 4 fingers, a large seasoned fry a little extra seasoning, large coke, a funnel cake, and a small seasoned fries. The meal toast was over cooked, the **** slaw was missing, the fries tasted like just a load of salt, the coke was flat, the funnel cake was not good, and the chicken never fully cooked. I was seeking all three refunds for these. The last visit was April 22nd *****, on card ending in 7761. I kept giving them the benefit of the doubt because several of my drive thru experiences have been perfect. But the last three visits need to be refunded, it wasn't good at all.

  Business Response

  Date: 04/24/2024

  Hi ******,

  Thank you so much for reaching out to Zaxby's.I am so sorry that you did not have a great experience on your last few visits. Each of our locations are individually owned and operated and refunds must be issued by the location directly. Will you please provide the full address for the location that you visited? I would be happy to escalate this to the leadership team for that location requesting further assistance. Additionally, as an apology for your experience, I have added a reward to your Zaxbys rewards account to use upon your next visit. Thank you so much again for reaching out and giving us the opportunity to make things right. We look forward to serving you again soon.
  Sincerely,
  
  *****************
  Guest Experience

• Initial Complaint

  Date:04/09/2024

  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.

  The date of the transaction was April 8, 2024. They were out of almost everything could not get any flavors that I liked of the wings to the soda machine. There was only four sodas available to get out of all the choices. The food was cold.

  Business Response

  Date: 04/09/2024

  Dear ********************,

  
  Thank you so much for reaching out to Zaxby's. I am so sorry that you did not have a great experience on your last visit. Each of our locations are individually owned and operated and refunds must be issued by the location directly. Will you please provide the address for the location that you visited? I would be happy to escalate your message to the above store leadership at the location to assist you further. Thank you.

  
  Sincerely,

  
  *****************
  Guest Experience

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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.

  Was at restaurant on **************** in *********** ** to get my DoorDash order and I had to wait over 40 minutes for the food in the kitchen I could see employees playing around on their phones not doing anything but horsing around.

  Business Response

  Date: 03/07/2024

  Hello ********************,
  
  Thank you so much for reaching out to Zaxby's.My name is ****, I work at the Zaxby's **************** and I am happy to assist. I am so sorry that you did not have a great experience on your last visit. I have escalated your message to above store leadership at the ***********, ** location so that they can address this issue with management and assist you further. Thank you so much again for reaching out and giving us the opportunity to make things right. We look forward to serving you again soon.
  Sincerely,
  
  *****************
  Guest Experience

• Initial Complaint

  Date:02/24/2024

  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 arrived to Zaxby's ************* ******** ** at 10:29EST and received the store is closed message which was fine they opened at 10:30. I waited and the speaker for a few minutes and even reversed and pulled back up (after 10:30) but I still received the store is closed message for a few minutes. I ended up pulling to the window and was told that they did not have their headsets on and that I would need to pull around. I nicely told the woman at the window that cars had arrived behind me since me waiting for a few minutes so would they be required to pull around as well. I was told a manager was coming which was strange because I only asked a simple question. I then saw a female manager walk up, tell me "we aren't taking orders at the window" and slam the window in my face before I could respond. I blew my horn and she returns to the window and I proceeded to say "I know d*** well you didn't just slam that window in my face when I was asking you a simple question" she then proceeds to tell me that I can leave and slams the window again before I could say anything. With the window slammed in my face I said something along the lines of "this b**** got me messed up" and then a male came and said he was the general manager. I explained to him what happened and before I could finish he told me that I needed to leave the property because I called his employee a B word. Granted she had the window slammed in my face twice and it was closed when I said that. Nonetheless I didn't plan on placing an order after being treated this way anyway and I stated that, yet he mentioned nothing about her behavior or even acknowledged this. I have no doubt that this was racially motivated because as always when a black person is provoked no one ever addresses the provocation that caused the reaction. I am not innocent in this fight, I just wish I was treated better so it would not have gotten to this point. Needless to say, I will NEVER patron this Zaxby's again.

  Business Response

  Date: 02/26/2024

  Hello *********,
  
  Thank you so much for reaching out to Zaxby's.My name is ****, I work at the Zaxby's **************** and I am happy to assist. I am so sorry that you did not have a great experience on your last visit. I have escalated your message to above store leadership at the ********, ** location so that they can address this issue with management and assist further with your request. Additionally, as an apology for your experience, I have sent a digital gift card to your email address to use upon your next visit. Thank you so much again for reaching out and giving us the opportunity to make things right. We look forward to serving you again soon.
  Sincerely,
  
  *****************
  Guest Experience