Chick-fil-A — Restaurant in Avon

Not the service they are famous for!

Ordered for take out mobile. I got home and realized the order was wrong. No big deal it happens. However their response to it bothered me a lot. It’s very challenging to get a real person for customer support.

Once I did the girl on the phone was very rude, and basically implied it was my fault my order was wrong since I didn’t check before driving away from a 40 car line.

Worse than that they REFUSED to simply refund what I didn’t get. I didn’t ask for any compensation, coupons, bonus points nothing. Literally to just NOT PAY FOR FOOD I DIDNT GET. They would not do it. My options were to drive back to the store to come pick up the food or drive back to the store to show them my credit card to get a refund. Guess I will just use my gas and time and wear and tear on my car for a 30 minute drive for their mistake.

The only things they were willing to offer me is a credit on my account to get that food. Next time I’m there which expires in a month or to drive there.

They do delivery, but wouldn’t send anyone because the “order was too small”.

The girl claimed her two managers were standing next to her and we’re giving her instructions on what to say to me on the phone, but I’m 100% sure that was a lie because I could hear all of the background noise, including other orders being made wrong in the restaurant and did not hear her manager who was “right there”

I ultimately threatened to dispute it with my credit card company because they would not refund and she told me she has never heard of that but she “doesn’t think it will work because it’s not the credit cards company’s fault it’s ours” It was only the fifth time that I brought up what happened that she apologized to make the point that it was their fault not because she actually meant it. Maybe the Gen Z kids they have working behind the counter have never heard of a credit card dispute but definitely the two managers who were allegedly next to her had.

Mistakes happen I don’t mind that. But the flat out refusal to refund food that they did not give to the customer lying about having managers there and being rude is completely not the right way to handle it.

Now I have a coupon that’s going to expire in a month store and never want to go again and no food.

Not the main point, but I had also ordered that side of mac & cheese to give to my puppies who didn’t get it!

Two stars instead of one because the half of my order I did get was pretty good. And because their Gen Z worker is going to learn what a credit card dispute is Which is...

UPDATE: I spoke to Lori and she is the BEST! Very compassionate and showed lots of empathy.

First off, I love Chick Fil A. I order the same salad every single week faithfully and the people know me very well there. Today, I am so disappointed as to what happened. Last week I ordered a salad but the mobile app wasn't working and a manager by the name of Angela gave me the salad for free (didn't ask for that) but I appreciated it but when I got home the salad but didn't make a big deal of it so today I went inside to order my regular Cobb salad as usual and asked them to please make sure its correct and another one of the managers was very nice to comp me for it because it was done wrong last week (again didn't ask). Something happened in the system where they made a duplicate order of the salad and the manager who helped me today told Angela to give me the duplicate one as well for the inconvenience and Angela took the salad from her and threw in the garbage in my face. How unprofessional was that. Definitely will not go back to Chick Fil A after that experience. I am a "Red" member with you guys and I didn't get that membership by not spending money. I spend a lot of money on food from you guys for my kids and I and I am really disappointed that Ms. Angela did that today. I'm very big on customer service and what she did represented you guys in the worst way. Chick FaIl A used to be A+ in customer satisfaction but that must of went away when Angela was hired. Just lost a long...

A word to Anita in training: When a customer makes a special request, the answer is always yes. Especially when your food is as expensive as this. Don't argue with the customer. Nothing is impossible. Also your notes show up on the receipt. Not likely that customer service is the career path for you.

Update July 2023: They are back at sucking again. Two out of three orders were incorrect. They tried to give me a couple of free sandwiches in a feeble attempt at compensation. No! I didn't get what I paid for. Short chicken on a chicken biscuit,band bacon put on a simple order for a vegetarian. People I bought breakfast for didn't get what they wanted and another went hungry. I was embarrassed and I want my money back, Chris! But franchisees don't want to do that because a little secret: Franchisees don't pay for the food costs; CFA corporate does. So giving away free food costs the franchisee nothing, but refunding a guest does. So Chris, the franchisee, never responded to my request via email for a refund. Instead I am now getting harassed by a private number that won't leave a message when I cannot answer when I am at my desk. Chris, respond to my email. I am not speaking to you on the...