Chick-fil-a — Restaurant in Castle Rock

Came here at 8:50pm in the drive thru and all our food-the strips, nuggets, and fries were old-definitely not fresh like we are used to at Chick-fil-A. Also the fries were hard and so salty they were sour. After realizing it I had to go back into the drive thru since it was after 9:00pm. Waited in line just to get to the window and told them the food was old and requested a refund. The manager came over and in a very condescending tone said “well what exactly was it about the food that made you think it was old?” I explained in detail “Old hard, dry fries, lukewarm soft/soggy, very dry strips and nuggets.” Gave them all the food back less one strip and a few fries, however the manager refused to give a refund. Said he could only offer to remake the food. At this point I was grossed out by the sour fries and offended they tried to dump old food on us and didn’t have time to wait for more food to be made. I said I would really prefer refund but the young manager guy with curly hair and blue eyes said he couldn’t do it and said I had to go wait out front for them remake the food and they would bring it out. I said I don’t have time to wait. He said it’s the only option. This is something I would expect from other fast food restaurants but not chick -fila. The fact I had to even go back and wait in the drive thru was an inconvenience. I wanted a refund for the whole ordeal but HE REFUSED. As I had no choice but to wait out front for the food I looked up chick Fila refund policy and sure enough it said they will offer a refund. I said this to him when he brought the food out and he said well we are a franchise and we can’t do refunds. This guys attitude and demeanor was down right rude, hostile and very unrepresentative of what I would expect from Chick Fila. An absolute total lack of customer service. Definitely won’t...

The food is always top tier, which can always be expected from chick-fil-a, so I will always give this location 5 stars.

However I do have one thing that gets on my nerves about this location, which is that employee's are not always your typical CFA rockstars with stellar attitudes and kind smiles. Today is my last final in college and I decided that I wanted to celebrate with a great breakfast and kind people cheering me on as I started my day. As I pulled up in the drive-thru I was angrily greeted before I even rolled down my window, the employee Snow was very clearly not happy to be serving guests. She took my order and while I was waiting for my payment to be processed I asked her how her day was going and if she was okay. She glared at me, rolled her eyes, and told me that my food would be ready at the window.

This is not an uncommon theme with this chickfila. I'm an old employee of this location as well as various other chickfila's and I have never been at another location where employees are repeatedly rude towards or in front of guests. I always had issues with the attitudes of employees and how they treat each other and guests at this location.

Like I said before, the food is always great. Management rocks. The owner is absolutely wonderful. But the employees need to be checked and put into place. I try to remind myself that I can't blame a fast food worker for not having a good day at work, but no. This is chickfila. The main part of your job as a chickfila employee is to be kind and make everyones day better. You don't just go to chickfila because the food is so good, you go for the interactions that you have with the people who work there. If you want to work in fast food and have a bad attitude, there's a mcdonalds right...

I wish I had paid more attention to the name tag of the young lady that helped me tonight around 8:45 PM. My receipt says team member Daniel/Cody but I don't think that is who actually went above and beyond for me. None the less, whoever she is she made my night! I ordered the Honey Pepper Pimento sandwich on a whim of curiosity only to find out that they were out. When asked if I would prefer a substitute or a refund I went with a substitute knowing it wouldn't go to waste. A couple minutes later she asked me to come to the counter again and had another team member refund the total of the Honey Pepper Pimento back onto my card. I thought for a second that a substitute wasn't allowed after all and maybe the manager had stepped in. When my name was called to receive my order not only was there a substitute sandwich there was an extra sandwich and she handed me a gift card! I just want everyone reading this to know that during this whole time I wasn't upset, I didn't make a scene or complain or think that anyone was at fault. The substitute sandwich would have been fair compensation for not having what I ordered but without any incentive or provocation the young lady tonight surpassed all expectations! I never leave reviews but if she went out of her way for me I thought it only fair I do the same. Hopefully she sees this as the thank you...