Zaxby's Reviews

This is the worst food app I’ve ever seen! I’ve had nothing but problems with it every time I have used it. Yesterday I placed a online order and when trying to pay it said to try again something went wrong and nothing was wrong the first time but it charged my card twice!! Then when I get to my this app location and tell them I’m here to pick up my order for Jamie they claim they can’t find a order for that name. So had to pull up and show the manager where it said it was placed and where it took my money twice. She comes bringing this printed out paper of what I ordered and said they canceled the order didn’t say why and that my funds would be put back on my card. I still wanted the food considering I payed for it twice. So she offered to put it back on her system but I’d have to wait in that long line and pay for it again..Of course they once again gave me problems when I returned but I finally got my food and I am planning on telling the GM of this location this horrible experience! I do want my money put back on my card that it took twice since Zaxbys for some reason decided to cancel my order!! I use to work for this app and tbh their online ordering was a joke and never failed to give customers and the workers problems. I am never using Zaxbys again!

I guess I’m an eternal optimist, but I thought “oh well, just because all these other people had issues with mobile orders on Zaxbys doesn’t mean I will.” I was sadly mistaken. I placed an order via Zaxbys , arrived at the restaurant, came inside and sat down. I watched as a couple walked in, placed their order with the cashier, and then received their food before my order was called. Annoyed, I walked up to the counter and asked the status of my mobile order. The cashier had no idea Zaxby’s even had an app, let alone if an order was pending. She turned and asked the kitchen manager(?). The manager kept asking if I had a “confirmation number”, which is not displayed on Zaxbys screen. Then another member of the kitchen staff walked around to the other side of the kitchen and found that my order had been displayed on a different kitchen screen for 11 minutes, unnoticed. I finally got my food made after all this. Terrible experience. I likely will not use Zaxbys again for a long time, if ever.

Zaxbys is pretty slow. I love being able to order my food ahead of time, but Zaxbys is a pain when trying to edit or remove an item. It’s almost like it gets overwhelmed and wants to shut down. I try to ensure I know exactly what I want when I add an item to the cart. If not, it’s much faster and easier to cancel the order and start from scratch.

Update:
Zaxbys has enhanced dramatically since I wrote my initial review. My only complaint this time is that I can’t, AT ALL find the “Curbside pickup” option where I park and the Zaxby’s team members bring it to my car. Each time I have to place the order and then call them to let them know that I ‘forgot’ to select the curbside pickup option when in actuality I’m unable to find it in Zaxbys . I’d love if someone could walk me through it lol. I usually don’t have problems finding additions like this, but for the life of me I can’t locate it anywhere! Outside of that, I’m thrilled that Zaxby’s app development team fixed the glitches that caused Zaxbys to run painfully slow. Keep up the great work!

App is strange the way it handles credit card info; you have to remove one to add another... strange you can’t just store and select. Also, Zaxbys takes a terribly long time to update with every action you make. There is also not a good way to customize special order items. Makes me less likely to use Zaxby’s. I do like using apps to order food, that way my order is actually taken correctly. I find at the counter often times people don’t listen well and I end up getting something other than what I ordered.... I suppose that’s a review for a different place. 🙂

If my kid wasn’t obsessed with the chicken tenders and I didn’t think the food was so good and fresh I would stop coming here all together. They never get my order right the first time the second time and it takes forever and I always get an attitude when I try to correct my order I can understand getting orders wrong but every single order I’ve ever gotten from there has been wrong in someway. That’s pretty awful quality control. I realize this isn’t McDonald’s so it takes a little longer but I have waited for 40 minutes for my food before and that’s not a sit down Olive Garden/outback/Karaba‘s type place so that’s pretty unreasonable. It’s even worse customService, quality, and time when you order on Zaxbys . And they definitely seem to give preference to the drive-through and the delivery drivers a lot more than the people standing right in front of them at their counter, which isn’t good either.

So in the past I ordered from Zaxbys and when I got to the restaurant (Pinellas Park FL) was told I MUST come inside to pick it up — during the pandemic. So I started ordering at the drive through window instead. Today I tried again to order through Zaxbys and couldn’t find a way to make it say pick up at the drive through. So I asked the man on the speaker and he said yes, submit it and you can get it in the drive through. So I did. It’s raining outside. I get to the window and he tells me I can’t just submit it and pick it up that I have to drive around and wait for a while. When I asked him why he told me to go ahead and submit the order instead of just telling him the order, he said it was okay to submit the order but it “wouldn’t be ready just like that.” I said oh well I guess you didn’t understand what I was asking (nicely) and he said oh yes I understood what you were asking, sir.
So, well, that’s why I go to chick-fil-A and McDonald’s all the time even though i consider Zaxby’s good to be a bit better.

Love Zaxby’s, but Zaxbys …not so much. My biggest complaint is it traps you at the end with your pick-up options. AFTER you’ve paid for the food it notifies you that you’re still required to wait in the tremendous drive-thru line to pick up your food(what’s the point of Zaxbys if you still need to go thru the drive-thru), or you can go inside to get your order(closed), unless you selected the “Curbside pick-up” option while ordering. I have yet to find the curbside option. Fortunately, my local Zaxby’s has been kind enough overlook the fact that it seemly doesn’t exist and bring the food out with a phone call. Even the staff can’t find the curbside option when asked! Is it there? Maybe. Is it easy to find? NO! I still have no idea how to order curbside should I visits a less accommodating Zaxby’s in the future. It’s almost a bait-and-switch mentality with Zaxbys.

I was supporting Zaxby’s but not anymore ever since LevelUp (the 3rd party company they use for their app) decided to suspend my account for their misunderstanding. I had been working on points for a while now which is actual money I spend for those points. They suspended my account for incorrect reasons without hearing me out nor reasoning with me before they closed my Zaxby’s LevelUp account. Therefore, LevelUp gave me a bad experience which leads me to no longer supporting/go to Zaxby’s. I will give my money to chick fil a where they won’t deactivate my account that I had point on/actively working towards points. FYI I have multiple siblings and we share one phone so you need to hear people out before you make assumptions regarding multiple accounts being logged in from the same device which isn’t a problem for any other fast food chain so I will just support those places who won’t delete my account over something so petty.

Just left zaxby in Mt. Juliet. Spent a little over 28$ for two adults and a preteen. Our initial cashier was great. Said if we needed anything else just let him know. As we were leaving we all wanted tea refills. We stood at the counter waiting for one of the 7 or 8 kids in the back who were laughing, pushing on each other and throwing something back and forth to look at us or acknowledge we were there. The cashier who had been so kind was cutting something up.(Working) The others just ignored us. Finally a young woman came from a different area where everyone was playing and got us our refills. I don’t think I will ever go there again, to the Mt. Juliet store anyway. Third time this particular week we ate there. We have a nephew over who wanted lunch from there. They could mess around and lose good customers if they keep that up.

I downloaded Zaxbys while stuck in the drive through lane. I had enough time to download, register, place an order and wait past my pick up time while waiting.
First, there are no rewards. All the signs said you get a free sandwich when you install Zaxbys . Not true.
Second, I don’t underhand how restaurants can mess up online orders. Everything is written down, all they have to do is READ IT. I didn’t get the extra dressing I requested for my salad, I got the wrong cookies, they didn’t know I had ordered a drink (which worked out well for me because I lied and said I had ordered a large, so thanks for the free upgrade) and they neglected to give me silverware and napkins.
I might use Zaxbys again. I think it saved me a few minutes of wait time. I look forward to eventually getting rewards.

I got Zaxbys because in my area the dining room isn’t open and the drive through line is always so long I avoid going. But Zaxbys doesn’t offer you the items that are at the store for limited time like Asian zalads or fried pickles. Zaxbys also doesn’t offer you their full menu like boneless wings and things combo meals. I deleted Zaxbys after I realized this when I went to order which was whole reason why I got it. Now I very rarely go there because the lines are too long. If you want to serve your customers better either open the dining rooms for at least in person ordering we don’t have to dine in it can be grab and go or update your app to reflect items currently sold in your stores. The food is great it’s the lack of options that’s the problem.

Customizations of salads needs work. I like to order a fried Cobb salad with no tomatoes, extra cucumbers, and I like the chicken to be put on the side in a separate container because it is put on the salad hot and steams the salads cold ingredients. Your app doesn’t allow for this type of customization so if I want that salad I have to order it at the restaurant.

Furthermore, I get punished by the restaurant anytime I app order. I will sit in a parking space at the restaurant for no less than 20 minutes waiting for the food. They tried to pull me out of the drivethru line today for a sandwich, fries, and drink and I refused. It’s amazing how the food was presented to me in less than five minutes from my checkin with the order taker. Had I parked I would have waited forever. Stop punishing people for using app ordering or TURN IT OFF!!! Apps are supposed to make things faster!

To the Developer: Zaxbys hasn’t been updated in 3 months, so this is probably really more a complaint about the back end of Zaxbys that supplies all of your options. Just last week you could specify what sauces you want.

Today, I was ordering and noticed that all of my previous order history had been wiped out and I couldn’t specify sauces or dressing or kids drink options liked chocolate milk anymore. It just lets you order the items and then you have to waste time explaining everything about what options you want when you pick up al at the drive thru. It’s almost as bad as if you had to just order your whole meal that way.

This was a 5 star app, and by removing all the options and clearing the history, you’ve succeeded in removing almost all values in this really great app. Come on! Give us the options back!

I don’t know if it’s just the store on Memorial Drive in Decatur Ga but I order, arrive 15 minutes later and still have to wait. Not sure if they don’t know how to process online orders or it a staffing issue. Previously I would go through drive through and they’d say pull over and I’d wait on average of 15 minutes. I like Zaxby’s, employees at this store are generally a notch above most fast foods joints, like Zaxbys , so my dissatisfaction is only with the wait time which is why I gave a 4 and not a 3 if you factor in that when ordering on an app your food should be there when you arrive 15 minutes later. Oh we added tater chips one time and they sat there getting cold while they were making the Zalad.
Z wasn’t happy

Let me start off my saying that I love being able to order food ahead of time and it be ready by the time that I arrive. From a customer standpoint, Zaxbys could have been a God-sent!

However, the execution of Zaxbys is poor. Being able to order ahead of time is fabulous. Although, stores do not have an easily accessible way to get your pre-ordered food. There is no specified “app” parking spots or call in numbers. You have to wait in the drive through in order to pick up your food. Let me just say, if I wanted to wait in the drive though....i would order....in the drive through. I hate ordering food 20 minutes ahead of time just to find out i have to wait in a 20-30 minute line and receive cold food. Just doesn’t make sense
and isn’t practical for the consumer.

I placed a mobile order. Estimated time when it would be ready: 10 minutes (per Zaxbys & the email confirmation). Actual time when it was ready: 34 minutes. No apology for the delay, just multiple store employees frustrated with me because the order confirmation doesn’t show my name, as if I have any control over it! There was another woman waiting equally long for her mobile order, and only one other customer ordering inside. Clearly they prioritize the drive thru above all else and didn’t even bother to look at what mobile orders had come in. There’s a reason why I always choose Chickfila, and it’s not necessarily based on the food, because I do like Zaxby’s. But customer service matters and this was not the first time either.

Decided to give Zaxbys a try and it came with a free sandwich meal. The first thing that stood out when ordering was that the customization options are very limited. I could change the type of sauce on the sandwich, but nothing else. And even though I remived the mayo, my sandwich still came with it. Not sure if that is an app problem or a store problem.

Then when I went to check out, no balance was due because it was a free meal. I still had to choose a payment method. Fine, I just chose Apple Pay. Then when I submitted, it gave me an error and said that I have to enter a credit card. What the hell? The point of using Apple Pay is so I don’t have to give you my credit card info. AND there was no payment due anyway. So stupid.

Why have an app if the store won’t let you use it!!!! I downloaded it and first four orders were fine (loved the order same as last time). But it hasn’t worked since Dec 7.

There are multiple fast food restaurants in our area whose app works perfectly - we will be giving them our business until Zaxbys gets fixed

1 out of 3 or 4 times in can expect the store to take all year and make me question why I bother ordering ahead on Zaxbys . Of course the exclusive saving offers would be the answer to that… come in after I do and STILL get their food first! I often even have to mention I’m waiting for my order more than once. The final straw was the last time! Ordered at 502pm. Went to pick it up at 513pm, didn’t get my order until 531pm.... at least 5 other people came in after me an all got their food before me. Even another online order... screw Zaxbys! I don’t need this type of negativity in my life!

Every time is use Zaxbys it is so slow to process Zaxbys is still too slow and gives messages when it’s processing the payment indicating that it’s not going through or there’s a problem with the connection. A developer needs to use this from a user perspective. Zaxbys is still too slow and gives messages when it’s processing the payment indicating that it’s not going through or there’s a problem with the connection. A developer needs to use this from a user perspective. he order that I can never enter the time as ASAP without receiving an error. One of the most frustrating food apps ever, imho.

I thought the purpose of an online order was to not have to wait to pick it up or have to wait in a line. Each and every time I have used Zaxbys I have waited at the designated area only to be overlooked or thought to be just waiting for an inside order. Then when I finally ask about it they go to the computer to find it and then holler out to the kitchen that “your online is here”
I asked the girl at the counter and she said that they skip over the online orders and fix inside orders first. Complete waste of time and effort to order online when you have to wait longer than just walking in and ordering.
Until they figure out how to use Zaxbys like all the other fast food restaurants I will bypass it and just order inside!

I’m a huge fan. The grilled chicken sandwiches are amazing and honestly even bigger and better than Chick-Fil-A’s. I’ve cut back eating at CFA in favor of Zaxby’s for that reason. The mobile ordering is also top-notch because our location is ALWAYS busy and it keeps me from standing in line.

That being said, it would be nice if you guys would consider implementing a rewards system. My coworker and I have spent a lot of money in Zaxby’s over the last several months. We eat there maybe twice a week or so. I feel by now I should’ve earned something for free.

I downloaded Zaxbys and was able to easily order and customize what I wanted. Zaxbys told me my food would be ready in 10 minutes, so I headed to the restaurant. In the drive through, the employee confirmed there was a mobile order under my name and asked me to list the items to ensure we had the correct order. When we arrived at the window, she handed us a bag with a partially correct order. We told her about the mixup and she said it would be corrected. She came back in a minute with another order, but it still wasn’t correct. Using Zaxbys caused so much confusion. I deleted Zaxbys and will not use it again.

Every single time I open Zaxbys , I either have to login only to be informed my password is incorrect (I always save my passwords on my phone), or I completely have to recreate an account. It’s always something. At first I thought it was me, but I’m noticing a pattern here. I just attempted to login, and it said “email not found”, so I had to recreate. Last time I had to rest password, but it found it. It’s like they completely loose your information somewhere on the back end. If you’re promoting Zaxbys as a way to “save time”, your failing miserably. When you can actually login it’s great, but logging in is always a hassle.

We placed an order for $25, Zaxbys charged us twice for a total of $50. Called to get money back and they told us someone would call in the next day or two. They also mentioned that most people don’t worry about calling a second time get their overcharged money back after not receiving the said return phone call. Basically suggesting that we should forget about it? Sketchy sketchy services here. We still haven’t received a phone call or any kind of instruction on how to get our $25 back. We already living paycheck to paycheck, I’m livid that they are completely ignoring us and seem to want to keep our money. This is bordering criminal...

Correct me if I’m wrong but, I thought that the whole point to the “order ahead” thing meant that your order would be ready to pick up as soon as you get there, as long as you arrive at or before the given time? Also, why can’t customers pick up their order in the drive thru??? Why make people come inside??? I get that Zaxbys is new to the chain, however this is certainly NOT a new concept. Get it together if you expect for this to bring in more business.

I love Zaxbys and I order from you all the time. Yet you don’t reward people for being a loyal customer, nor when I signed up for the email club, I never got my free entree. It makes you not want to order anything on Zaxbys .

Improvement is slow but happening. App now just flashes a screen saying everything failed and then goes to thank you for your order. Considering the $h1++show that Zaxbys used to be, that counts as improvement and they get three stars up from one.

As for pickup, you get no special line and thee is only one machine for drinks. Counter staff often have no clue when you say you are an online order. Have to remind them about cups and everything.

Just another example of online tech outrunning the capabilities of minimum wage staff.

The only use for Zaxbys is so that the developer can sell your location history & other data. Other than that it is useless. Cashiers don’t know how to find mobile orders in the computer. Manager is clueless when asked why order isn’t ready when you arrive. When order is found and acknowledged, then your order is placed in queue as if you didn’t even order and pay before you arrived. To top it off, no apologies or accommodations. Poorest customer service I have ever witnessed. Zaxbys Store should flag this as GARBAGE! Forced to give one star in order to send my review. I would prefer NEGATIVE 5 stars.

I knew the moment I couldn’t add the types of drinks to my order I was in for a crazy experience. First time using Zaxbys and the order was wrong. There’s no way to say you want a sweet tea or coke in Zaxbys . You have to wait until you show up where they then ask. There was also some confusion to what I ordered and I asked the person to confirm and they showed me a print out of just the price I paid. They had no real clue what I ordered. Then I realized there’s no reward system. I don’t think I’ll ever use Zaxbys again. I do like this app and will just order the normal ways.

I am a frequent visitor to this app. Especially when I’m in school, there’s one 5 minutes from my building. I always have gift cards for Zaxby’s but I also tend to loose them. Having a way to add gift card money to an account would be a big help. That way each time I get a gift card I can link it to my account. I won’t have to worry about loosing a card, or trying to figure out if said card has any money on it or not.