Zaxby's Dining

Review: The store in salem va 24153 not only has horrible service. The food is disgusting. I'm a huge fan of zaxbys but ever since new management came in they have gone down hill and Fast. Not to mention the owner/franchisees talks down to customers and threatened them. They messed my order up 3 times and when I finally talked to him he not only called me names but then he told me if I ever came back I would be arrested for trespassing. It's funny how they mess up but I'm the one who gets banned. This place is a joke to the food industry. And your better off making your own or go to [redacted] it's alot better.Desired Settlement: I would really like to talk to the corporate office and let them know what I have been though and let them know what kind of a franchiseie/owner threatens customers. I think they need to know how things are being sadly run at there store.

Business

Response:

My name is [redacted] the operator of Zaxbys on [redacted] in Salem Virginia. Thanks for giving me the opportunity to explain the situation Mr. [redacted] is having. First of all let me state that we at Zaxbys are all about customer service, we go out of the way to make sure guest in our stores are giving the highest quality of food and service. My policy is always to give money back or replace the item if a guest is not 100 % satisfied.

Mr. [redacted] arrived at our location through the drive-thru on May 6, 2014 and ordered a Black & Blue Zalad and a Large chicken finger plate and he received a Regular chicken plate, the Regular has 2 less chicken tenders. He did eat all of the Regular chicken finger plate and we gave him another free Large chicken finger plate on May 8, 2014 which he came through the drive-thru and picked up.

On May 8, 2014 that same day Mr. [redacted] called to complain about the Large chicken finger plate, was cold, we said we would replace it, (which we are sure he ate the Large chicken finger plate the Second time).

He called the GM on May 11, 2014 and said he was coming through the drive-thu to pick up his third fresh Large chicken finger plate. The GM was very clear that she would make the food herself and told Mr. [redacted] that dropping fresh chicken took more time, he said okay.

on May 11, 2014 Mr. [redacted] called to complain and wanted his money back because of the long wait time and the GM made his food wrong, (which she said was perfect) again he was in the drive thru.

So I spoke with Mr. [redacted] and suggested several options: He can stop by today and get his money back which was $20.00 (lets don't forget he received 4 free meals + $20.00) and I asked him to please return in the future. The second option was to stop going through the drive-thru and please go inside and ask for the manager to make the food and when it came to the counter, please check it before you leave the building. (here is the solution to the problem or taste and check the food before you leave the drive-thru).

That day Mr. [redacted] went to get his money back which he received. Mr. [redacted] did not like my solution to the problem of coming inside. Mr. [redacted] used language that could be considered offensive to my staff and said bad things about me to them.

After hearing about the seen that Mr. [redacted] had with the GM, I called Mr. [redacted] and clearly stated this was private property and I can refuse to serve him in the future. I also told Mr. [redacted] that the police will arrested if he is seen on the property and for Slander.

Best

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Qkay let's not get things twisted. First the second and third time we came through there all of that food went into the trash can. If you don't believe me that's fine I'm not really too worried about that. everything was disgusting I have a 2 year old that I have to worry about and I cannot be feeding her old nasty chicken that's been sitting under a heat lamp for hours. Second of all I want to understand why you were not this nice and as well spoken when you called me both times on the phone. The first time you called me you talk down to me you acted like it was my fault and you kept calling me "Special". Implying it was my fault that I expect hot fresh food not only for me but for my 2 year and family. These suggestions that you want to try to play off of were not suggestions you told me this was the only option I had an order to eat there and not only that but when I came through the drive thru to get the refund she told that you not only had told her that but you were more stern with it and said I was banned from the drive thru.the fact of the matter is we came through there multiple times to try to get hot fresh food and it never happened. I'm sorry if you guys wanna think that you guys are on top of the world in your food is untouchable but you're sadly mistaken. And when you call customers you don't want to start off into him going at them like it's their fault call them names. When you're coming at me saying that we got for four meals and $20 we threw almost 80% of all that food away. Not to mention when I come through there my little girl is asleep in her carseat and you want me to come in the store just hand me a $20 bill and then you'll get upset when I say I don't want to do that. I think it's really screwed up that you guys are trying to use every little thing against me like I'm the one that has made this mistake. I have talk to some of the higher ups and I have talk to corporate and they have all told me that that store has problems they told me they've been there personally to try to help fix the problems and that they were sorry and if they were going to get to the bottom of it. Like I told everyone that I've talked to I have work in the food industry for a long time I understand new crews I understand new managers and I get it but my problem is is the way Mr [redacted] spoke to me. You don't talk down the customers you don't call them names and you don't act like it's their fault that your store messed up. And after everything was said and done when I called to let them know how Mr [redacted] spoke to me in the ridiculous things that I was told when I came through to get my refund yes I did call back to let cthe main office know what we went through. Not 10-15 minutes after that I get a threatening phone call talking about if I ever come back to the store I'll be arrested for trespassing and just going off on me because he personally felt like he was being attacked. Well I wasn't trying to attack anybody it's just so you know you want to sit here on this reply an act all professional and blame me for everything its not going to go down like that. I was nothing but nice polite and respectful to each and every employee that I spoke to in the one time that I got upset when I came through to get my refund the only thing that I said was [redacted] was an [redacted]. If that word is so offensive but yet people can call and threaten me and tell me that I can't go through a drive through because of their mistake I'm sorry I think the scale is tipping in the other direction. Like I said I've been nothing but nice I tried to handle this professionally and they weren't having it and when you call someone threatening them and call them names and when you talk down to them and then turn around and act like its their fault your employees made a mistake there is a problem in its not the customer. And as I've stated before corporate is on my side with this. They even sent them here to put time into the store recently because they've had so many problems they came all the way from Georgia in order to help out to try to fix everything. And then you want to come at me about everything when you guys are having a drug problem you're obviously having a quality problem and then when you have someone like Mr [redacted] and in charge talking to customers the way he does its just a recipe for disaster in and I'm sorry in the last month and a half almost 2 months now this restaurant has gone downhill really fast. This used to be one of my favorite restaurants to eat at in Salem since we moved to the area back in November and so much so that my wife would get sick of it because I liked it so much but now with new management and new crew I wouldn't eat there or put my little girl at risk anymore. I just really hope the crew and Mr [redacted] can look at themselves realize the mistakes they made and try to fix it so no one else has to go through this because it's a nightmare and definitely not worth our money.