"However, the app offered both regular and seasoned fries, and I had specifically chosen regular fries. Yet, when my order was ready, they gave me seasoned fries instead, and the egg rolls were burnt. When I called to address the mix-up, I expected the staff to apologize and offer to replace them. Instead, the guy on the phone claimed it was my fault for not mentioning I wasn't hungry. I explained that my original order was placed based on what I saw on the app. He then insisted that they only sell seasoned fries, as if everyone automatically knows this policy.
I wanted to tell him that I’m allergic to the seasoning and that it has previously sent me to the ER—something I’m not eager to experience again. He dismissed my concerns, saying it was common knowledge that they only serve seasoned fries and anyone should know this. I informed him that it was my first time ordering and that not everyone is familiar with their practices.
He eventually offered to refund me for the egg rolls if I brought them back, despite not acknowledging that they were burnt. His excuse was that it was probably due to new cooking oil, and while he claimed they have four fryers, he insisted they all looked dark that day. I asked if he could replace the fries, but he blamed me for not specifying my preference, arguing that they can’t ask every customer if they want seasoned fries, suggesting I should have remembered my allergy.
Essentially, he made it clear that they didn’t care if I ever returned as a customer. In fact, he straightforwardly said he didn’t want my business. So there you have it—I won’t be visiting any Zaxby’s again, no matter who is offering to pay. This was my first and last experience at one of their locations, and it fell far short of my expectations."
