Chick-fil-A — Restaurant in Chesterfield

I have easily spent a couple hundred dollars at this CFA. I used to only have minor issues here and had only experienced a big problem with my order maybe 3 or 4 times prior to what I’m about to describe. I recently ran into back to back issues with my breakfast order on consecutive days a few weeks back. After the second time It happened I called to let the shift manager know by leaving a message on the store’s voicemail. I had my phone call returned and was asked for my home address to be mailed a gift card. I received a “Free Chicken Meal” gift card for lunch with an apology letter which I greatly appreciated. Keep in mind, I had issues with breakfast sandwiches...

Today, I went through the drive-thru at around 12:10pm and ordered a deluxe chicken sandwich meal with an employee in the parking lot on a handheld device. I showed him the gift card and he said to give it to the cashier at the window. At the window, I was told by the cashier that it was expired. Then before I could explain, another person stepped in to say that the gift card is for a regular sandwich meal only and that is why she could not scan it for my order. I asked what was the difference between deluxe and regular and was told that it’s the added lettuce and tomato that makes one “deluxe”. I said that I was given the card due to having two breakfast orders served to me incorrectly and that I would have taken a gift card to simply replace the breakfast sandwiches instead of being sent a gift card for a lunch meal. However, since this is what I was sent as an attempt to correct my previous two experiences, I further explained that I hadn’t been made aware of any limitations on what “kind” of chicken sandwich the gift card provides for.

The shift manager stepped into the drive-thru area and stated that she was the one who originally sent me the card and who made the apologetic phone call. She proceeded to explain why I had to give her back the deluxe sandwich so that she could give me a plain sandwich. I informed her that I prefer deluxe and that I did not want to pay anything for my meal. I asked that she make this visit a good one for me or simply take back the entire meal and return the gift card to me. She kept trying to explain that she just wanted to make the correct sandwich for me and that I needed to give her the deluxe back since the card was for plain sandwiches ONLY. She held up the drive-thru line for 6 minutes arguing with me to let her give me a plain sandwich instead of a deluxe. I said that if she wanted to be petty over something as trivial as lettuce and tomatoes then I would just not order here today or ever again. As we continued to exchange words and discuss the order and the gift card limitations in circles, customers waiting behind me vented frustration by honking their horns. At this moment, the manager and the young woman working the register became extremely rude, abrupt, condescending, and dismissive with me and now wanted to hurry me out of the drive-thru line over what is likely 5 cents worth of lettuce and tomatoes. Then I asked for the store manager’s name and number and was scoffed at and told that they don’t give out that information by the shift manager. I affirmed that I wouldn’t eat there ever again and they both said that’s fine and aggressively gestured for me to move along now that customers were honking behind me. I again asked for the manager or operator's number and the shift manager says, “I’ll call the police if you don’t move along right now.” UPDATE: I received a call from the store operator, Jeff Greene, who said that he would have handled the situation just like his manager did and also said that if I never wanted to come back to his store then he wouldn't care at all. So they're unwilling to "give away" lettuce and tomato, but don't care about $20+ per week??? He obviously promotes the low standards exhibited by the manager. Imagine having this kind of attitude towards paying customers as an owner...I won't be back. (17365 Chesterfield Airport Rd,...

First bad experience after years of patronizing other Chik-Fil-A locations. I ordered a grilled chichen SANDWICH. I can't eat fried foods anymore, so I was not interested in a combo, didn't want fries. I thought the cost of the sandwich seemed expensive, but I assumed this might be a newer menu item, hence the heftier price. The polite young lady who took my order picked up a cup and asked me, "What drink would you like?" I answered I didn't want any fountain drink, and I said, "I didn't order a combo, does a drink come with the sandwich?" I thought she was trying to upsell me for a soft drink. I told her I prefer not to have sugary drinks, so I asked for a glass of water. When my order was ready, I drove home (25 miles away from the store & my job nearby in Chesterfield) I saw a bag of cut fries/ deep fried potato wedges, the grease from which had seeped through my bag and caused the bottom to fall out. It was then I realized she had charged me for a combo, and I that's why I paid more than what I asked for. Moreover, I lost my appetite when I saw how the grease from the fries had destroyed the bottom of the bag. I called the store immediately, the call went into voice mail. I left a message with my name & phone number, and said I was putting the fries & unopened chicken sandwich in my fridge, uneaten, and I would return them the next day and ask for a refund. I don't like paying for extra things I didn't order or want and get overcharged. I did go to the franchise, met with the assistant manager / shift supervisor, and handed him the inedible bag of food. (See below for more info)

UPDATE:

It has been two weeks since I met with the shift supervisor, returned the order, and discussed the contents above. He asked for my address and said they would mail me a refund. I gave him my address, written on a letter containing the contents of my above complaint, they have my phone number and e-mail address. I have not received any refund or correspondence, nor has anyone from this restaurant called me or e-mailed me. No apology, no refund, no offer of a meal voucher or coupon. It looks like I am going to have to contact the corporation's regional supervisor, because it is obvious this franchise does not care one bit about valid complaints. (October 11 addendum post)

SECOND UPDATE (Oct. 10, 2021)

Yes, it's been a long time since my original complaint. I filed a report about the bad service with Chik-fil-A's corporate office. My letter contained all the details in this complaint and a link to my review. (Report # 20560131) Corporate sent me an email response, from someone named Kay Carol at "Chick-fil-A CARES" apologizing for my bad experience at this franchise, and assuring me that someone from the franchise would get in touch with me "within 2 to 3 business days." No such thing happened. No contact from the franchise was attempted; no phone call, letter or email. Nothing.

I followed up with an email to Kay Carol at Chik-Fil-A, in which I made a modest proposal to resolve my complaint: instead of a refund, I suggested they take the amount I paid to Chik-Fil-A for the bad service and inedible food, and donate it to the GoFundMe page of a breast cancer patient who was in need of help paying for out-of-pocket medical expenses which were not covered by insurance. I sent them the link to the GoFundMe page.

There was no further response from either the franchise or from Chik-Fil-A corporate. Given the poor management of this franchise, the failure to even give the courtesy of a response was not surprising. And I suppose that based on the long lines of cars which appear from Monday through Saturday at this franchise, "Chik-Fil-A CARES" doesn't care at all either, as long as their franchise's cash registers...

Money was stolen from me. I went through drive thru on 10/25 I order 2 children meals 1 4piece and 6 piece nugget, and 2 adult classic chicken sandwich meals add lettuce tomatoes and cheese for. My total came to $22.98. Once at the window I gave the employee $40.00 even. If you do basic mathematics my change should have been $17.02. Having 2 busy hungry children I failed to count my change instead I rolled the remainder of the money inside the receipt and stuffed it inside my purse pocket where I keep change. I drive from chic Fila to the gas station. Once at the gas station I reached inside my purse to use remaining change. I opened the receipt and only saw $12.00 two $5 bills and two $1 bills. Without even looking at the receipt I knew there was an issue being i gave the young lady $40. So before calling to make them aware I triple checked my small purse no extra $5 bill even the floors under the seat ect. Once I called I gave fact of the receipt. The manager made me aware that she would count the draw down and give me a call back if the draw was over $5. Well I received a call this morning I missed the call so the manager left a voice mail. With doubt and hesitation in her voice she informed me that in fact their draw wasn't over. It actually was short and that she wouldn't be able to refund me my $5. Which I know in fact was taken from me. Why I couldn't understand was the name on the receipt was Timothy as a cashier but a young lady(black) was the one who handled my money. I am utterly dissatisfied, the fact that this establishment is built on Christian principles and the people that's hired are stealing from customers. I would never ever eat at this restaurant again. And for those who do I advise you to count your change and check your receipt for any...