Leave a Review Zaxbys
Useless App
I’ve had this app for a couple of years. If first it was really good and convenient for ordering, especially during the aftermath of Covid before the inside was back open. For the last few months the app has been terrible. On 2 separate occasions we have used the app to scan & pay. On each of these occasions employees said it did not go through even though we got a confirmation email and the Levelup charge was immediately showing in our banking app. Both times we wound up having to pay at the restaurant in order to get our food with a different card. Each time we have contacted the app support we were told to go back to the store and ask for a refund from the card purchase. We have had our bank contest the purchase and we will NOT be using this app again. We were told by Zaxby staff that several other people have had the same issues with this app so consider yourself warned.Show lessTonyJames138
Bad Experience with this app, very buggy and confusing
Placed an order through the app because they had a BOGO offer and used a gift card. I like that I was able to upload the entire gift card to the app, but my digital receipt was very deceptive by combining both the BOGO offer and gift card usage into the same line and the payment options tab said my balance was $0.00 so I immediately thought that my gift card was drained instead of using the BOGO offer he cashier said that there was no way to refund or cancel the order for over charging me. Eventually I found my gift card balance in the rewards tab, but it caused quite the commotion and bad experience. Why can’t the store just handle the offer when I am here in person instead of telling me I needed to use the crappy app?
Also, the app lacks a modern feel and has buggy and confusing navigation. Please pay for a better app, it will make the experience so much better. Model it after Uber Eats.Show lessSparkyboy6
Developer Response
Hi there! We apologize sincerely for what sounds like a very frustrating experience. We’re always pursuing ways to make the Zaxby’s app experience better for our customers. Please reach out to zaxbys@thelevelup.com. We would love to take a look at what happened.My Order on June 3, 2022
At 9:43 PM, I placed an order as I was on my way to Zaxby’s. I realized the confirmed order stated it would be ready TOMORROW morning at 10:45 AM. I have no interest in eating from Zaxby’s in the morning since I placed my order for THIS EVENING. I attempted many times to call the restaurant but it went straight to a “mailbox that was full.”
I arrived at Zaxby’s hoping to deny my mobile order confirmed for in the morning. The dining room was closed but signs stated they stop taking orders at 10:00 pm. Since I was in the line 10 minutes til 10:00, I anticipated ordering my meal for tonight and and rejecting the mobile order for tomorrow. At 10:00 pm, I was 3 cars from the speaker and no one ever took another order. Very unprofessional, to say the least, that they didn’t honor those cars in line before 10:00.
I was vacationing here in Myrtle Beach this week and will be leaving for my home early in the am and have NO desire to eat chicken at 10:45 in the morning in Myrtle Beach. I expect There will be no charges to me for this order and if I am, it will be disputed for Zaxby’s having the audacity to postpone it until the next day.
Karen Brown
Highly unsatisfied customerShow lessDispleased in SC
Customer service
10 pple working and waiting over 30 min in line then refuses to take my order because they close yet I was there before closing time. Grilled cheese too salty, take back doesn’t even fulfill order, doesn’t fix the order instead replaces with a cheese sandwich. Called manager twice with her excuses all teenagers and short staff. Everyone is short. I work in a healthcare facility and take care of patients and we’re short but with eight of us the work gets done. I ordered a platter of cookies 20 min before, I arrive no clue how many cookies is in a platter. The brochure was in front of them. Manager stays on iPad in foyer of restaurant. State I get 8 cookies for $28. I became furious. Only had 8 baked. I waited another 30 min for 28 more. Once again ordered another platter, this time I’m reporting higher up.Show lessCNCongo
LevelUp should not suspend Zaxby’s accounts
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.Show lessSillysammy94
Needs improvement
I got this app because in my area the dining room isn’t open and the drive through line is always so long I avoid going. But the app doesn’t offer you the items that are at the store for limited time like Asian zalads or fried pickles. The app also doesn’t offer you their full menu like boneless wings and things combo meals. I deleted the app 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.Show lessMimiWat39
Not the best app.
Love Zaxby’s, but the app…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 the app 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 this app.Show lessdukereview123456
Developer Response
Hi there, I'm sorry to hear the app didn't meet your expectations. I will pass feedback to the appropriate team to get it on their radar. We are constantly working to improve, and customer feedback is often the starting point, so I appreciate your input on how we can work to make the experience better.Kids will play…too bad they were the employees
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.Show lessterri denton
Developer Response
Hey there! Our sincerest apologies that you experienced issues with your order. Please reach out to us directly at https://www.zaxbys.com/contact-us.…rewards?
I downloaded the app 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 the app. 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 the app again. I think it saved me a few minutes of wait time. I look forward to eventually getting rewards.Show lessThatLooksSticky
Developer Response
Hi there! Thank you for writing in! We truly appreciate your feedback and we'll be sure to pass this along to the right team here! We're so sorry to hear about the trouble you've experienced with your first reward. Our dedicated Support Team is happy to assist you with this, please reach out to us at zaxbys@thelevelup.com!App works fine, but restaurants need to do better.
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 the app. 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 this app! I don’t need this type of negativity in my life!Show lessDJ P-KNoW
