Chick-fil-A — Restaurant in Avondale

Visited this location in avondale within the costco parking lot on 03/31/21. At 8:09 am . 1. They do not offer frosted coffee. 2. They forgot an entire meal. I visited this location from out of state so i did not return to this store. I called instead and was told they would spotlight me the missing items. The next two days following this location did not answer the phone. Day 3 i spoke with the director martine. Who knew nothing about the incident or my name and stated he could not even pull my account up by name or membership # ( i eat here every other day if not every day.) eventually he gave up on trying to help me and hungup after leaving me on hold. I called back immediately and a woman stated he had went to a meeting. She attempted to help but could not. Also was unable to refund my card back for the meal because it had been 3 days. ( keep in mind they had not answered the phone for the last 2 days how convenient). It went from the first girl on day 1 telling me shed send me my missing food and an complimentary brownie. To day 3/4 and basically saying that their is nothing that they can do and I'm now in the process of filing a dispute with my bank for food paid for and not received. Its more of a principle thing for me at this point i spend way too much money here for no-one to be able to fix this issue! This was my first and only bad experience with chic fil a and I’ve visited locations in several different states. Also they never forget food! Like Never! So im really shocked at the entire...

Rating of 2 because they did try and compensate.

TLDR: incompetent, and lack of customer service skills.

I have always been a fan of Chick-fil-A, but my recent experience was extremely disappointing and frustrating. My wife went to pick up our order that was gifted to us because of a mistake made at the drive through and what should have been a quick and easy process turned into a nightmare.

First, she had to wait a ridiculous 30 minutes to get our food. When she finally got to the counter, she was told that our order had been given away to someone else. Seriously, Chick-fil-A? How does that even happen?

To make matters worse, instead of fixing the mistake immediately, the staff told her to come back the next day because they were close to closing hours. We were looking forward to enjoying our meal that night, not planning a second trip just to get what we had already paid for.

When I did returned the next day, they managed to mess up the order again. They forgot one of the items, which added another layer of frustration to this already poor experience. Also, the manager, Alli, did not possess customer service skills. I say this because I called back to relay that something else was missed and that I did not want compensation but just to express how unskilled she and her employees look to a customers. Her tone did not convey empathy but rather frustration and irritation.

This level of incompetence is unacceptable. We expect much better from Chick-fil-A. A simple order should not be this hard...

While I love Chick-fil-A, this location is the worst representation of this brand. I had ordered the No. 9 Grilled Nuggets but received the No. 3 Chicken Nuggets. This might seem trivial to some, but for me, this is the difference between a good meal and excruciating pain for a week. I have Celiac Disease, an extreme allergy to wheat, which their Chicken Nuggets are breaded. When I called about the mix up, they apologized and offered to remake the order if I could come pick it up. This would have earned them a 3-star if this was the end of the fiasco, but it was not. When I came in to get the remade order, they confirmed with me what it was supposed to be and handed me a new bag and with full confidence said “Here’s your Grilled Nuggets!” One problem, they weren’t Grilled Nuggets, they were Chicken Nuggets. Again. So instead of having them remake my order a third time, I got a refund and left empty handed. When I called later and spoke to a manager, they said that this wasn’t the first time they had heard something like this and that it had happened multiple times. 1. Don’t tell that to a customer. You lose their trust in your abilities. 2. That means that you have poor management. While I’m upset with the staff for the issue, I’m more so disappointed in the management for their lack of training. Your staff’s success is dependent on your management’s ability to effectively lead and train. Don’t just look at your team members when dealing with these issues, look at who's leading them and you'll find...