Zaxby’s Reviews & Complaints

Zaxby’s reviews and complaints often focus on food quality, incorrect or missing items, drive-thru waits, app and online ordering, delivery, refunds, Zax Rewardz and customer service. Experiences can vary by restaurant, so the exact location, order number and ordering channel are important when filing a complaint.

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• Business: Zaxby’s
• Official website: Zaxbys.com
• Guest Support: 1-866-892-9297
• Headquarters profile address: 1040 Founders Blvd #100, Athens, GA 30606-6138
• Main review themes: Food quality, order accuracy, waits, app issues, delivery, refunds, rewards and service.

Zaxby’s is a fast-food chicken chain known for Chicken Fingerz, wings, Zalads, sandwiches and signature sauces. Public feedback includes both positive and negative experiences. Positive reviews often mention fresh food, friendly staff and clean restaurants. Complaints more commonly mention cold or overcooked food, salty food, missing sauces or items, long waits, app problems and difficulty getting follow-up on a complaint.

A complaint involving one restaurant should not automatically be treated as evidence about every Zaxby’s location. Many locations are franchised, and staffing, management and service can differ significantly.

Cold, Dry or Overcooked Food

Customer reviews sometimes mention chicken, fries or other menu items arriving cold, dry, overly greasy or overcooked. If food quality is poor, contact the restaurant promptly and keep the receipt. Photos can be useful when documenting an issue.

Incorrect or Missing Items

Reviews also mention wrong sauces, missing sides, incomplete meals and incorrect customizations. Check the order before leaving when practical. For pickup or delivery, save the digital receipt and order confirmation.

Long Waits and Drive-Thru Service

Long drive-thru and pickup waits are another recurring theme in public reviews. When reporting a service issue, note the restaurant, date, approximate time and whether the order was placed in person, in the app or through a delivery service.

Zaxby’s supports online ordering through its website and mobile app. App complaints can include login problems, order confirmation issues, incorrect pickup locations, payment errors and missing rewards. Keep screenshots if an order fails or a charge appears inconsistent.

Zaxby’s offers delivery at participating locations through its website, app and delivery partners. Delivery complaints can involve late arrival, cold food, missing items, wrong orders or an order marked delivered that was not received.

If a third-party platform processed the transaction, contact that provider first for driver, tracking and payment issues. If the restaurant prepared the wrong food or omitted items, contact the restaurant as well.

For an incorrect or unsatisfactory order, start with the restaurant when possible. If the location does not resolve the issue, use Zaxby’s Guest Experience support system or call Guest Support at 1-866-892-9297. Keep the receipt, order number, restaurant address and any support ticket number.

Zaxby’s operates the Zax Rewardz loyalty program through its app and rewards site. Common complaints can involve missing rewards, trouble logging in, offers not appearing or a reward not applying at checkout. Zaxby’s official rewards site lists 1-866-892-9297 for Guest Support.

Rewards terms and offers can change, so check the current program rules in the app or on the official Zax Rewardz site before relying on an older promotion or expiration rule.

As of September 17, 2026, the Better Business Bureau profile for Zaxby’s headquarters and corporate-owned locations in Athens, Georgia displayed 51 complaints in the previous three years and 11 complaints closed in the previous 12 months. BBB notes that this profile covers the headquarters and corporate-owned locations rather than every franchise restaurant.

Complaint categories shown by BBB included service or repair issues, delivery issues, product issues, sales and advertising issues, billing issues and customer-service issues.

As of September 17, 2026, Zaxby’s unclaimed Trustpilot profile displayed a 2.6 out of 5 TrustScore from 251 reviews. The displayed distribution included 57% one-star reviews and 21% five-star reviews. Trustpilot also noted that the company had not been inviting reviews, so the sample may not represent all customers.

Recent review themes included food quality, order mistakes, app problems, long waits and staff interactions. These are individual consumer reports rather than a representative nationwide survey.

1. Start with the restaurant. Ask for the manager for a same-day food or service issue.
2. Keep documentation. Save the receipt, order number, screenshots, photos and delivery confirmation when relevant.
3. Use Guest Experience support. Submit a support ticket through Zaxby’s official Guest Experience portal if the restaurant does not resolve the issue.
4. Call Guest Support. Zaxby’s lists 1-866-892-9297 for additional help.
5. State the requested resolution. Explain whether you are asking for a replacement, refund, rewards correction or management follow-up.

Zaxby’s operates both corporate and franchised restaurants. Local management generally handles food preparation, order accuracy and restaurant-level service, while corporate Guest Support can help with app, rewards and unresolved brand-level complaints. Identifying the restaurant location and order channel can help route the issue correctly.

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Have you ordered from Zaxby’s recently? Leave a ZeroStars review describing the restaurant location, ordering method, food quality, order accuracy, wait time, delivery experience, refund request, rewards issue and whether the restaurant or Guest Support resolved the complaint.

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Updated September 17, 2026. Restaurant policies, rewards rules, review counts, BBB information and contact details can change. Verify current information with Zaxby’s or the applicable restaurant before relying on a specific policy or support route.