Chick-fil-A — Restaurant in Brownsville

Don't do mobile order when dine in - During a recent visit to the Chick-fil-A on Morrison in Brownsville, I decided to dine in and ordered through the mobile app — something I regularly do to skip the line and streamline my experience. I received my drink in a clear plastic cup, which I assumed was due to trying a limited-time beverage. However, when I later returned to the front counter for a refill, I was informed I couldn't get one because of the type of cup I had.

Initially, I thought it was a misunderstanding — perhaps it was just the special drink — so I asked if I could switch it out for a regular lemonade instead. One team member seemed ready to assist, but after getting a look from coworkers, he hesitated. Eventually, a message was relayed from a manager — not Adrian, but a shorter individual whose name I unfortunately forgot to ask for — that refills are not given on drinks served in clear plastic cups. Then someone advises that I would need to buy a drink. I went to make line while my daughter was eating her meal alone at the table. Taking glances behind me, to ensure she's doing well. I asked if the issue was due to ordering through the mobile app, and they confirmed yes — that customers who dine in but order via the app are served in clear cups and therefore ineligible for refills. When I asked if my cup could simply be switched or if a refill could be offered given since I was inside the restaurant to dine, if he may ask his manager. The final answer was no. I was told I'd need to purchase another drink in a styrofoam cup to qualify for refill as per what the manager told him.

So I did. But in the time it took to ask these questions, stand in line again, and buy another drink, my food unfortunately went cold. This could have been a moment for service recovery — a small, kind gesture like offering a refill would’ve turned the situation around. Instead, it felt unnecessarily rigid and out of step with the values Chick-fil-A promotes.

On the positive side, I want to sincerely thank the table staff who were very kind and attentive. One even offered a paper cow hat to my child, which made her happy and added a nice touch to our visit. Their warmth and hospitality are the kind of guest-focused service Chick-fil-A is known for, and I appreciated it.

Still, this experience at the counter didn’t reflect Chick-fil-A’s mission “to have a positive influence on all who come into contact with Chick-fil-A” or to provide “remarkable” service. If anything, it highlighted a policy flaw that negatively impacts loyal customers who use the mobile app while dining in. I plan to contact corporate directly in hopes that this policy is reviewed and that better discretion is given to managers and team members...

Worst experience there yesterday, I ordered my items online thru chick fil a website, and then got no notification that it was being worked on. Called the location 8+ times and nothing only vm option. 35 min later i had to leave my work to go and then see what happened, they told me they had no drivers, and then simply walked away. No apology, no ownership, then they ask me if i want the food now or i can take it with me? I asked why i was unable to get a call to tell me or at least block the ordering thru their site, so this won't happen, gent just walked away. Rude all the way around. Nothing was offered, to compensate, I became my own delivery driver. I got in contact with them thru 1800 number and they offered me a free brownie, WOW!!!! KEEP YOUR FREE SNACKS. What a JOKE. I honestly have had bad experiences at this location plenty of times but this one was the worst and will no longer visit this chick fil a, they don't care when they mess up, in the past they leave items out of your orders then when you ask them about it, they say they just don't have the items, a heads up would be nice at times. I did not get a credit for my delivery, i didn't get a refund on my food, i didn't even eat on MY lunch break. My kids were home and I did the delivery so that I didn't have to be inconvenienced....

Worst service ever!!!!! Chick-fil-a is one of my favorite places but I have been truly disappointed the last 3 times I have been here at the morrison location in brownsville, texas. Today I ordered my meal and i ordered large fries. When I opened my bag the fries were about half way down. Of course they charge for a large but give you less. Might as well ordered medium fries. I went up to counter and I spoke to one of the young men working there and he gave me attitude about my complaint. When he saw that I was serious he said, "I can ask" and he never came back. It is so sad that these businesses claim that chick-fil-a has a family environment then mistreat you. If the employees who represent the franchise of a faith based company act like this with their customers, what else can we expect from the owners. I truly believe they set the culture of the business. I think that the owner and management at this particular store have let the sells go to their heads and have forgotten what it is to have customer satisfaction. I will not come back to this store. I prefer to drive to the boca chica location over this...