Chick-fil-A — Restaurant in Ashwaubenon

Seems like everytime I go inside and order, they screw something up. I used the app for 1200 points for a free sandwich. Scanned it in, with the rest of the order. And it didn't register. After I noticed on receipt, I told them and they didn't professionally know how to solve the problem (needed 3 people). Sat down and waited for at least 15 minutes. They finally noticed food sitting on the counter and seen me staring at them, waited for them to deliver it to my table. All that help, but not smart enough to figure that out, until drive thru settled down a bit. Open up the bag of food, after their fake apology. Then discovered my fries were cold from sitting on the counter. So I went back wanting new fries and they gave me 1 of the 2 that I ordered and immediately did a 180° to talk about it with coworkers, not making sure I was satisfied befire sitting down. Had to raise voice to get attention (I prefer not to) to get my 2nd fry. It seemed to be a challenge for them to complete a simple task. Like there gonna get on trouble (management issues?). After talking back and forth about, they must have agreed to give me my 2nd fry...wow...making me feel like it's my fault. So I went back to my table. Reached for the sandwiches to pass out and they wrongly matched the 1200 pont item (chicken club deluxe?) to another meal I ordered, 400 points less (spicy chicken) . At this point, i gave up and ate what was in front of me. Customer is #1. And not sure why drive thru is first, with all the help you have.

UPDATE JAN 16, 2024 Same thing. Used points for a free sandwich. He said he thinks it work? Huh? I said okay. Sat down and no sandwich again. I had to go back up and reorder it. Again 3 people to understand the situation that occurred. I pointed to where I was sitting against the wall. Waited for about 5 mins and went to counter. 3 of them seen me and did nothing. Like why is he staring at us. Had to notify the manager, who was 1 of the 3. She had already forgotten about it, as it was getting cold in a bag on the counter. And it wasn't even busy.

Why can't you get a simple task right? It must be higher up the ladder than the manager. Go watch some videos on how to treat customers and make sure we are taken care of until the order is complete. Drive thru is not priority, when you have enough workers to cover all areas.

Your lucky I...

FYI: MEDICAL Gluten-Free/Celiac issues ONLY as a reason for a markdown in Stars. For Non-Gluten issue folks, this place still is a great place to eat.

Chick-Fil-A is known throughout the GFree/Celiac community as being a reliable place to eat as long as you point this out. Dedicated fryers, and staff trained in proper proceedures are part of this process. This local store was no exception, coming out of the gate strong since they first opened. However, we have noted that over several visits in the past 6 months or so (Sept 2023 - Feb 2024), we have experienced repeat issues. For us this usually takes the form of a regular bun being placed on an order for either G-Free bun, or when asking for No Bun at all...or a reaction to a meal that appeared correctly processed.

Most recently, we ordered a sandwich with No Bun, and stated that this was due to a "severe gluten allergy." While our counter person assured us that they were very careful with such things in the back, we expressed out concern due to "Celiac" and some past mistakes. She assured us she would mark the order appropriately.

The order first came to the table, with a regular bun on it. When we declined he asked if he could just remove the bun. Citing celiac, it was then that we learned that the order had NOT been marked such. The order finally came to the table correct, but we were also apologized to for an added delay when the kitchen (a 2nd time) had put a bun on the order and it had to be made a 3rd time.

Even with this, we ended up having a gluten reaction shortly after eating.

We have not chalked this location off of our list yet, hoping that this is just a temporary issue with training or communication. Of course, time will tell, and we are hoping to be able to give a positive repost...

I placed an app order on my phone for a few breakfast items. By the time I finished the order and PAID for it, the time was 10:26 AM (Before the end of breakfast). I started my drive to the restaurant and went thru the drive thru where the person there asked for my name, paused for a brief second and said "ok, you're all set'. I waited in the drive thru for a few min and when i got to the window, the young man said, "I'm sorry, we stopped serving breakfast at 10:30" (it was 10:38). I said oh, no worries, I had my order in before that. He responded with "No you didn't. The order was placed after 10:30". In lieu of arguing with him, I simply looked at my phone, saw that it had a time stamp on the order of 10:26 AM and showed him my phone. No apology for inventing the lie that I didn't place the order before 10:30, just a "uh, well, we can't make breakfast items for you". I told him that I placed, and paid for the order, on the app before I left the driveway and that they should have made the order before they "closed the breakfast" as they KNEW I was on the way. He answered with "Uh, we don't make the order until you get to the drive thru". I asked what the purpose of the app was if not to order and have it ready when I got there. His response was "Do you want to talk to a manager"? I explained very politely that I was extremely upset and asked what he thought a Manager would do. He said that he didn't know so I just told him to let them know...