Zaxby's

I am writing about a horrible, unnecessary experience that had at store. I was disrespected. I want to know what the corrective action is.
I'm sorry if I am misspelling his name, Unless he's the owner or a regional manager managing multiple locations, I don't want to hear from Phillip. I want to hear from someone else.
On Sunday, June 20, 2020, at approx 8:45pm I purchased a salad from the store at 2166 Skibo Rd, Fayetteville, NC 28314. When I got home I noticed that alot of the lettuce was brown. I took a picture which is included. made the complaint on Monday. Phillip called me roughly an hour later, I was very impressed because he called so soon. He told me that he had already logged my name in the computer and gave me his name again. He said I could come anytime. There was no mention of coming inside.
On Wednesday I went back for the salad approx 4:45pm. Initially what bothered me was that Isabella kept interrupting me. I could hear people and laughter in the background. She kept saying she couldnt hear me, even though she has never had issue hearing me before. I go to this location often. I wont anymore after this but I did before. Maybe the noise in the background of others talking and laughing kept her from hearing me. Then she starts telling me to come in. I ask for what and she said I had to speak to a manager. I asked about Phillip and she still said come in. She did not tell meif he was there when asked. Again I want to know why. I wanted to know why I couldnt just pull up to the window. Nope... she said I had to go in. I asked who the manager was and she said Terrance. She was not listening to me and wasn't trying to.
I pull up and go inside, and I tell the girl, Amari, that I was getting a replacement salad and needed to speak to the manager. Amari was already talking about a customer that made her mad. She was doing this in front of me and another customer which is very unprofessional. Again, no one is listening to me. Amari asks me what I ordered. She said she was not a manager so I told her, I don't need to take to you. I was told I need to speak with a manager. I told her I need a manager. Then she points out Isabella and says loudly and with an attitude that "she was the girl you talked to" but she would get Terrance. Then she turned around and looked in Isabella's direction (towards the drive-thru and said even louder and with even more attitude and said, "see what I mean... these people and these attitudes". At that moment, things could have really gone left. How do you try to fix a bad complaint by creating an even worse one.
Here comes Terrance looking totally lost. Then he goes to the back and out comes Phillip, the name I have given out now at least 4 times. I obtained names from Terrance. They make the salad and give me a drink. When I got the salad I went to get the drink. I guess Isabella and Amari and Terrance thought I was gone because they start talking about me and talking about what happened. I walk back up to the counter and said, "excuse me but if you are gonna talk about a customer you need to make sure they are not still in the building". Then Amari yells, "bye" and Isabella tells me loudly to have a nice day in a very sarcastic way. She was loud but not as loud as Amari.
Terrance, who I was told was a manager gave me his name and theirs upon request. I truly believe that he told the two girls that I got their names. And then they started talking about what happened and me. Terrance did not try to deescalate the situation. A manager should posess that ability. He chose not to say or do anything.
I went back to making the drink and Phillip asks me if everything is ok and I told him no and that I was going to hit the internet to complain that night. I told him there was nothing he could do for me. He asked me to tell him what happened and I did. He then apologized again and said they would be disciplined for their actions. Amari doesnt need "discipline". Her attitude was way too bad for her to be in customer service. Her employment with your company should be immediately terminated. She was already talking negatively about a customer while I was waiting to be helped. There was a woman ahead of me at the counter. It did not matter to her that customers were so close and could hear her. She did not care. She did not care when she made her "these people" comments. She wanted me to hear that because she didn't try to say it quietly and she was only approx 3 feet from that counter.
I don't know how and if you train after the initial employment but Terrance should not be a manager. If he remains a manager he needs at a minimum customer service training and leadership training and Isabella needs at a minimum a customer service refresher. What is your corrective action gonna be? I dont know what Phillip's discipline will be but it should be more than a counseling statement. I can accept suspension w out pay but a verbal warning or written is not enough. Again, Amari should have employment immediately terminated. Even if I don't hear from someone, I will be following up. Their behavior was unacceptable.