I'm writing to try to put into words the experience I had ordering from the catering me...

GetHuman3201810's Complaint issue with Zaxby's from July 2019

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The issue in GetHuman3201810's own words
I'm writing to try to put into words the experience I had ordering from the catering menu from the Zaxbys.com website. * *On Monday, July *st, I put an order in for * chicken fingerz platter and * traditional wings platter for a party I was hosting (order number *********) totaling $***.** with tax. This was from the Mauldin SC store and the pickup date was not until *** at ** noon which was * days later.* *On Tuesday, July *nd, I had some people cancel on me for my party and so I needed to change the order because we didn't need as much. The confirmation email I got from Zaxbys said to call the store directly for changes or cancellations. I called the store at around *:**pm and spoke with the manager who was working that night. He proceeded to tell me that once the confirmation email is sent, there is no way to cancel or change an order. This didnt seem right to me especially since the pickup date was still * days away. He said the only thing he could do on his end is just not make the food but that I would still get charged for it. I explained that the email I got said to call the store directly for changes but he insisted that he was not able to refund any of the money. I told him to cancel the order and that I would call Zaybys customer service line. I called ***-*-ZAXBYS and told them I needed to cancel an order. They told me they only take calls from people who want to share their experiences and they cant cancel orders and that I would have to talk to the store directly. I got frustrated and didnt talk to anyone else that night. Istill needed food for my party but was not about to place another order for the Mauldin SC store, so I placed an order for * fingerz and wings zampler platter (order*********) for $**.** with tax with the Zaxbys in Simpsonville SC. * *On Wednesday, July *rd, Trying a couple other approaches to get the original order cancelled. I called Levelup customer service number at ***-***-****. I explained the situation and they said all I need to do is call the local store and they would take care of it. I told them I did and they said they can't do it. The next thing Levelup told me is to call Zaxby's customer service line and they will do it. Again I explained that they only take calls about experiences and cannot refund money or cancel orders. The Level up rep put me on a brief hold and said she talked to Zaxby's customer service and they gave permission to refund order ********* for $***.** and that I should be receiving an email saying the order was cancelled and that I will receive a credit shortly. I though this is great. Finally someone who knows what they are doing. (she was very nice and professional too). Even though I had all the faith in the rep from levelup, I lacked confidence that Zaxbys would actually do what they were supposed to do. So as an added measure, I called my bank and submitted a payment dispute claim so they could work on the refund from their end*On Thursday, July *th, Day of party. I am on my way over to the Simpsonville store to pick up my Zampler platter. I get a call from the Mauldin store asking my if I still want my order. I explained to her the situation and she was very nice and agreed with me that things could have been handled better (she was very nice and professional too). I told her at this point its over with and that I should get my refund through my bank claim and that I placed another order with the Simpsonville store and I was on my way to pick it up now. She again apologized and wished me a happy *th of July holiday. I get to the Simpsonville store and the assist. Manager there told me his regional called him and said to cancel the order. At this point I'm looking around for hidden cameras because the only explanation I can think of is this has to be a joke and Im on some TV show. I again had to explain the situation and the Manager there was very understanding and fixed up my platter right away* *So all this time and effort is because I wanted to make a simple change to an online order. There is a serious lack of process or at least a lack of knowledge of a process to make a simple order change. Needless to say I will not be ordering from Zaxby's again nor will anyone from my party who had to listen to me ramble on about my Zaxby experience. Im not writing this to try and get free food or coupons nor do I wish to be contacted. Hopefully my bank, with the payment dispute claim, will be able to refund the $***.** to me and this will all be over and done.* *Sincerely*Frank Morley* *P.S. The price for the Zampler platter (** fingers and ** wings) from your catering menu is $**.**. Just for laughs, I looked up the price of ** fingerz and ** wings from the regular store menu (not catering) to see how much money I saved by ordering online through the catering menu instead of just walking in the store and ordering right from the counter. Turns out that would have been $**.**. So I went through all the above and paid $** more. Really failing to see the benefit in ordering from the catering menu especially if changes are ever needed.

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Zaxby's

Complaint issue
Reported by GetHuman3201810
Jul 6th, 2019 - a year ago
Not resolved
Seen by 1 customer so far
Similar issue to 17 others
0 customers following this

Timeline

GetHuman3201810 started working on this issue
Jul 6th, 2019 1:33am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:33am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:33am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:33am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:33am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:33am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:34am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:34am
GetHuman3201810 indicated the issue is not fixed yet.
Jul 6th, 2019 1:34am

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