"When I attempted to order three meals shortly after they opened using an e-gift card through the app, I was faced with a frustrating situation. The app informed me that I couldn’t pick up my order until 2:00 PM, which was almost four hours later and after lunch hour. I understand that the staff have no control over the app, but the e-gift card indicated that it could be redeemed in person. So, I went to the restaurant with my printout and explained my situation to Felicia, a kind staff member at the front. I mentioned that the app wouldn’t allow me to place an order until 2:00 and asked if I could order in person using the e-gift card or if there was another way to place my order through the app.
Felicia consulted with her manager, but returned with the message that they couldn't accept the e-gift card in person; it had to be used online or with a physical gift card, which I didn't have since it was only purchased online. I requested to speak directly with the manager. When Lynsey arrived, I greeted her with a smile and tried to explain my situation. However, she interrupted me, saying, “No, we don’t take it; you have to order online,” and began to walk away. This response didn’t help at all, since I had already tried ordering online.
I had to call her back and request to discuss the matter further, and while she rolled her eyes, she didn’t walk away this time. I explained again that the app wouldn’t let me pick up until 2:00, and I was hoping to find a solution to order sooner. Lynsey told me it was user error and suggested I go back into the app to click ASAP before she walked away again, leaving me without further assistance.
It took over 30 minutes for me to finally resolve the matter and get my food, during which I didn’t see Lynsey again. Although I understood I wasn’t perfect and accepted her feedback, when I tried to check out on the app, I received a notification that I now wouldn’t be able to pick up until 2:30. I have attached screenshots showing that the ASAP button she mentioned literally wasn’t available to me.
I returned to Felicia, who was not the manager on duty, and she was extremely helpful. Lynsey didn’t address me again or even assist Felicia with what supposedly was the issue. Felicia reported that there wasn’t an ASAP button and offered to place my order for later but make it now instead. I wish Lynsey had suggested this as an option earlier, as clear communication about choices could have avoided this whole ordeal.
Ultimately, the app malfunctioned, and Felicia spent about 15 minutes helping me figure out how to get my order to go through since Lynsey had refused to accept the e-gift card. I didn't want to cause any trouble; I simply wanted to use the money I had already spent at Zaxby’s. During this time, Lynsey didn’t check on us once or offer any assistance, leaving everything to Felicia to manage.
Thanks to Felicia’s patience and attentiveness, she eventually resolved the app issue and helped me get my order placed. I am incredibly grateful for her support and feel bad that she seems undervalued by Lynsey. It’s unfortunate that any customer visiting Zaxby’s has to deal with Lynsey's lack of communication and ineffective management."
