Chick-fil-A — Restaurant in Apple Valley

To start off with: all employees were kind and polite, the establishment looked very clean. I eat breakfast at chick-fil-a every morning and This is the first time I have experiences this type of disappointing service. I would like to share my point of view of the customer, so hopefully if this mix up happens again it can be managed in a more appropriate manner. I ordered a simple meal of an Egg white grill biscuit meal with a Vanilla cold brew iced coffee. I pulled up to the window and they received payment, and I was handed my iced coffee. ( The remainder of all interactions were with the drive through window open) An estimated minute goes by and an employee asks me if I received my food yet, I responded with not having received it yet. She proceeds to sit at the receiving center waiting for the biscuit. This is the conversation I witnessed through the window, with out an employee ever stopping to communicate with me on what was happening to my order and giving me an updated wait time. The conversation was a combination of 4 employees visual to me and the back cooking staff. Employee inquired about where my biscuit was.... back staff said they already made this biscuit.... employee “I have not received it”. Other employee “there is no way we don’t have it, we have not sold an egg white biscuit today at all yet”. Other employee “well I didn’t take it”. Another employee “did we give it away in someone else’s order?”.... then they proceeded for a time to discuss amongst them selves no one taking responsibility for the lost food item, and where that said food item is.... then the four front staff all sit/ lean on the counters facing the receiving metal tray separating the cooks from the front staff, shouting how long until the biscuit is done. Mean while another employee bags the two meals for the cats sitting and waiting behind me. Finally my biscuit arrives, they say sorry and hand me my bag. I drive off, but before I leave the parking lot I realize that the only item in the bag is the egg white grill biscuit. I had ordered and paid for a meal, and did not receive my hash Browns. So I had to pull back through the drive through and ask for the food product I was missing. Over all it was not the wait time that was an issue for me, I don’t mind waiting. I felt awkward and embarrassed the whole time I was waiting for my food. I felt awkward because I was just sitting at the drive through window just watching and hearing all this interaction with not once the employee coming to me to update me. I only knew what was going on because I had no option except to sit at the open window and wait. I would have preferred that the employees updated me personally on what the situation was and had asked me to just drive around the side and for them to bring me my order. I feel like in these situations, who’s to blame doesn’t matter and just prolonged the process, instead of just admitting an error and resolving it. I also felt embarrassed because I was “that one car that held all the other cars up” I’ve been through drive through windows before where there is one car that takes extra long. Most of the time you can’t help but to think, “ what is taking this person so long, I’ve been waiting to get my order”. The employees, made me feel embarrassed because I held up the line for a while trying to receive my food, and I already know their orders where just sitting on the counter already bagged ( because there was an employee doing it when I wait waiting and lining them up on the counter). Again I would have felt less embarrassed, if you would have asked me to park around the corner to receive my food when it’s out, so others could pay and get their food in the mean time. So I guess my recommendation to you as your customer witnessing conversation and actions through the window.... Please just update your costumer as soon as you know there is an error or extended wait time, and I recommend if it’s an extended wait time ask them to move forward so those not effected by the error/ their order is ready... they can receive...

It’s been awhile since I was actually there. This review deals with the place when it first opened. I had received a coupon for a free chicken sandwich and wanted to try it to see what all the hubbub was about. It’s a chicken sandwich. I went through the drive through. Ordered the sandwich, nothing else. Got it and drove into Cub Foods parking lot. Bit into it. It was COLD, like it had been cooked several hours ago and sat by the window letting the outside air at it. It wasn’t hard, just not warm like you’d expect. Decided a week later to try them again. Went with a gal I was seeing. We each ordered the chicken sandwich and some fries. The sandwiches were barely warm and the fries were COLD, like they had been cooked and stuck in the refrigerator for half an hour. Went once more, going inside this time. I didn’t order anything, I was fed up with the place, but people I went with got their stuff and were satisfied with it. I haven’t been back since. Just don’t see the appeal. It’s a chicken sandwich. UPDATE: After “impassioned” response below, I visited again today 4/15/21. I stand by initial review that “its a chicken sandwich.” Increased from 3 stars to 4. Food was warm. Plain Waffle fries have no taste, suggest getting “dipping sauce” whatever that is. I went there on a whim. Apparently everything revolves around their App which I didn’t have time to download before getting to order window. Car lanes move pretty fast. I ordered Original Chicken Meal because I wanted to give a fair review, but mainly because you can’t see the Menu until you get to ordering box. Again, if you’re going there on a whim, get the App first so you can see the menu or be prepared to have angry customers behind you because the menu looked too “busy” to study for more than 3 seconds. They ask for your name because they assume you’ve pre-ordered on the App. They also ask if you have the App to scan at the window, presumably for some loyalty program. As I said I didn’t have time to download it ahead of time. Everything else went smoothly. The bun of the sandwich looked to have “something” on the outside, not grease but it looked like it. My drink came in a #6 recyclable styrofoam cup, which means it goes into the trash as most recycling companies...

i'd like to preface this with the fact that i can not post this anywhere else, it seems chick fil a only wants my feedback when they are prepared to give me a free sandwich for it. so tonight my family and i decided we wanted chick fil a, so i ran out to grab it. as i pull into the lot, i notice that employees have pen and paper and are writing down - what i can only assume are drive thru orders. so i decide that would take twice the time it would to just come in and order to go but boy was i wrong. get in there, and to my surprise its 6:50 on a tuesday and its basically dead, maybe 5 guests in the restaurant and 1 waiting for a to - go order. so i place my order and my cashier, "Candi" (i believe her name tag refereed to her as a shift leader or something of the sort). decides to make the 4 lemonades before taking my money for the order (not a huge deal but could be a bit more efficient). once i pay and have a seat i sit from 6:52 until 7:12 (20 mins) until i check up on things. i ask my cashier candi if she knew how much longer it would be on my order and she runs back to the kitchen to check, meanwhile an older employee walks by and only says "well i have nothing on my screen". a younger gentleman approaches me and asks for my receipt which i promptly hand him. no further explanation is given to me regarding the status of my order. another 5 minutes roll by and my meal is finally ready. candi apologizes for the wait and hands me 2 free chicken breakfast sandwich coupons. coming from a food service management background i understand things like this happen but 20 minutes? if someone waited 10 minutes at my restaurant i would have offered them a refund for their order. and no explanation given? first words that come out of my mouth would have been i'm sorry, followed by some sort of explanation as to why i spent half an hour at waiting for a to go order at a fast food restaurant. and two breakfast sandwiches? you cant even order those after 11am and i came in at 7 pm. all in all this has to be the worst experience i've had at a fast food restaurant and i think it reflects horribly on the stores management and leadership. its going to be awhile before i stop by chick fil a of apple...