Went through the drive thru. I have never had a great experience at this location...It has been about a year, since the last underwhelming experience, so thought I would try again.
Another FAIL- fries were cold, dark brown(obviously old and fried a couple/few times too many). The whole container(what little was in there), were the small, crusty, burnt bits that no one really wants or eats. Plus, just as I remember from the year before, there were barely any in the container. It is like they are trying to save money by not throwing out the old disgusting fries that no one eats, anyways. This is why I had an issue with the West Cobb Dallas Highway Zaxby's before, and avoided this location. They ALWAYS gave me old, over fried(super greasy!), dark brown, dried up yucky fries! In 99% of the other locations visited, I have not ever had an issue with this happening. However, what is even worse, while at red-light, I looked down at the bag and at top of salad, sitting on a piece of cucumber, I also saw a very dark, short, black hair in my zalad. It was big enough that you noticed it even with the clear plastic cover on top. Luckily, I had not eaten any of it yet, but had already driven 10 minutes away from the Zaxbys, in work traffic.
Being irate that this was not the first bad experience with the west cobb dallas highway zaxby's location, I drove ALL the way back(was quite hungry and not in mood to go home and throw a salad out, plus the money paid). Also, I had ordered two nibblers for my son, but they seemed okay, when I peeked in the wrappers just to check. When I came back through drive thru, and explained my disappointment at finding this nastiness, the blonde girl said she was sorry, then went and got her manager without my asking(that was a good). I assumed the manager would go above and beyond, after I explained this was not my first let down at his Zaxby west cobb location. He said he was, 'sorry', too and asked if I would rather have another salad made or my money back for only the salad and fries. Told the manager that refunding the money is okay, but for my troubles, perhaps he could refund the whole purchase(it was only a few dollars more but would have made the situation a look a little better, at least that he was trying to make up for my trouble). He then said he would refund the fries and salad, like he did not hear me.
Okay, that is fine....But seriously, that is all you are going to do?? Someone comes all the way back, goes through traffic, makes a U-turn, waits in a few red lights and uses gas(being grossed out at a hair in food, almost ruins appetite, too) and you are not even going to offer to refund the whole order for my trouble, OR at least offer a coupon or something??? Even, after I explained this had NOT been my 1st bad experience at his store. I mean, that is POOR customer service, imo.
Before I drove away, disappointed at his lack of effort to make it right, he then said, 'hope you come back and give us another chance' and counted out the EXACT change from salad and fries refund. He could have offered a full refund for my trouble, and given a coupon to try them again, but got the impression he did not care too much to make things right. read more
