Chick-fil-A — Restaurant in Austin

Seeing all the recent bad reviews, our experience Friday evening now makes sense. We didn’t expect such a poor service from chick fil an and down right rude employees! We ordered dine in. The young man brought our food, but not our drinks. Then he brought someone else’s drink & asked for our receipt to see what our drinks even were. We finally got our drinks 5 minutes after our food. Makes no sense at all, but not a HUGE deal. The young man did apologize and if that had been the only issue I wouldn’t leave this review. As we ate, I made a pickup order to take home to my daughter. My son & I went up to the counter to refill drinks & wait for the order. The cashier (same guy who brought our food) was very busy. So we waited (again understandable, no biggie). Then a man brought my to go order. I had my cup lid off in my hands and he just holds out the bag and drink to me seeing I have it in my hands. So I took the bag & set it down next to the unopened register in front of me & then take her drink from him and set it down, my empty cup still in hand. The man doesn't acknowledge me or the fact I was clearly trying to get a refill as well and just turns away. He goes to the register where I had set the food & proceeds to help the next person. So, I move my food/drink out of the way & waited for someone else to acknowledge me. Finally another man asks if I want a refill. Then he says I can only have lemonade bc they don't refill the summer special drinks. I pointed out that if he looks at my cup it was still almost COMPLETELY full to the top with ice. I maybe got 6 sips of the actual drink I paid extra for bc they put ice all the way to the top of the cup! He said that's just how we do those seasonal drinks, hands me lemonade, walks away AND ignores my son waiting for a refill as well. If you order a seasonal drink at this location expect to pay the extra price, but be ripped off when they fill the cup to the very top w/ice & don't acknowledge or care when you point it out! That’s just “how they do it”! We interacted with 3 different employees and not one “my pleasure” was uttered. Not sure what’s going on with this location, but it’s gone way downhill. We made a complaint and got an email back from the manager. They didn’t address anything I said just gave a canned answer “We appreciate the chance to continue to improve. We hope you’ll see it making a difference on your next visit.” We won’t be making that “next visit” any time soon. There plenty of way better CFA locations that still maintain the level of service you’d expect...

Worst location ever. I went through the drive through to pick up a mobile order and while they got the food part of the order ready at the pick up window I politely said I don't need the cup carrier (because there is no room in my vehicle for a bulky carrier and I don't want to risk a spill) so I politely took the drinks and placed them in my vehicle cup holders (the request/problem/issue was DONE AND SOLVED already and I just needed the food part of my order ... but a ChickFilAKaren couldn't resist) while I waited for the food part of my order to come through the window, the lady handing orders rudely says "you know, when we are busy like this you just need to take the it the way we give it to you!!"

... um ... Excuse me?

I (breathed and) calmly replied "I can't safely set the cupholder anywhere in my vehicle and I already have the drinks, thank you"

She says "When we are busy like this you just need to take it because we have a process and you're messing it up"

(keep in mind, this is all happening while I am waiting for my food ... So not really messing up a process or adding any extra time to anyone or anything)

I said "you're really just refusing to make a simple accommodation that's already been taken care of and YOU'RE making this process longer by initiating a debate with a customer in the drive-through"

She kept yelling... In the drive through... Rather than hold up the line and ask for another manager, I just asked her to return and refund my whole order --- the whole thing just seemed so unnecessary and I refuse to give money to a location where it's alright for staff/managers to disrespect customers and start a debate in the middle of the drive thru line in the middle of the lunch rush. I assume she was a manager because her shirt was different than everyone else who prepping orders through the window but I didn't catch a name tag.

As I drove through (without my meal) she kept yelling "... there is a reason you come here... (something something something) ... " I couldn't make out the rest of her statement because I was already DRIVING AWAY and she was still going on!!

This incident was on 11/08/2023 at 1pm

Update: All CFA has to say about this whole incident was "have a free Ice dream, Chocolate Chunk Cookie or Chocolate Fudge Brownie on your...

I had to come here as a door dasher. I’m in the store and can see the mobile orders but they tell me I have to go through the drive thru to pick it up. Makes no sense to get in a long line for DoorDash when I’m already in the lobby. I get through the drive thru and ask to order a drink for myself since I’m waiting anyways and would like to order one drink while I wait. They tell me they can only do one order per car. I pick up the order and they have given me one nugget and one sandwich. The order is a nugget meal, two sandwich meals, and an extra sandwich. Unfortunately this is where it gets INSANE. I tell them they’re missing a sandwich (I misspoke as I just had time to scan the dasher order but knew it was missing atleast one sandwich). They have me pull around and park. Manager comes out and takes the bag since it was unsealed he says they have to remake it. He comes back out and it is still missing food. Got everything but one sandwich. When I go up to tell them a lady stops to “help.” I told her the issue showed her the receipt and she got me another sandwich but kept saying I’m supposed to contact door dash support??? Why would I contact door dash for food that chic fil a didn’t bag?? It’s ordered and payed for Im just trying to pick it up. She keeps saying that same crap and walks away and I go to my car and try to leave just to have her follow me. We go over the situation again I tell her she can look at the receipt right there on the chic fil a bag that clearly says 3 sandwiches. She can look in the bag I was given and see it is missing a sandwich. Then she can look in the bag she gave me with one sandwich that cleared up the missing food. She doesn’t look at anything and keeps saying “he is adamant he gave the right amount next time you need to call support we won’t do this again.” WHAT. I have to laugh now because this is nothing short of insane. The order needed three sandwiches, you have two. I went back in for the extra. End of story. Never coming back here for...