Chick-fil-A — Restaurant in Colonial Heights

DO NOT GO TO THIS LOCATION — GO TO CHESTER INSTEAD!!!

This was by far the worst experience I have ever had at any Chick-fil-A, and that’s saying a lot because I’ve been a loyal customer for years and have always appreciated their reputation for service and cleanliness. But this location has completely gone downhill, and it honestly shocked me how bad things have gotten.

I chose to dine in because I wanted a calm meal in what I thought would be a clean and well-managed establishment. Instead, it was the complete opposite. I wasn’t greeted properly, no one checked on me once I sat down, and when my food arrived, there was a BUG in my sandwich. Yes! a literal insect inside my food. I immediately brought it to the staff’s attention, expecting at the very least a sincere apology or a replacement, if not a full refund.

What I got was NOTHING!!

No apology. No explanation. Not even a look of concern. The staff barely acknowledged it and made no effort to correct the situation. Management didn’t speak to me at all, didn’t try to make it right, didn’t even show basic decency. It was like they didn’t care that I was served contaminated food.

Then, when I went to ask for a simple drink refill (again, I was dining in), I was told I’d have to buy an entirely new drink all I had was Sweet Tea / Lemonade mixed.

This was the final straw. Chick-fil-A is known for going above and beyond for guests, and this location isn’t even meeting the bare minimum anymore. No wonder why they are always slow and have long lines I’ve never been told to pay for a refill in any dine-in setting especially not when your food just had a bug in it.

But what really disturbed me most was what I observed while I was still inside. Several employees were working the drive-thru outside in extreme heat well over 100 degrees. What stood out to me was that management showed absolutely no visible concern for their well-being. I didn’t see anyone offer water, shade, or even check on them. It honestly felt inhumane. These young workers were out there sweat dripping down their faces while the managers stayed inside and acted indifferent.

On top of all that, the overall cleanliness of the restaurant was horrible. Tables were left dirty, trash cans were full, and the bathroom had an unpleasant odor smelled like urine. It didn’t feel like the kind of place I would trust to prepare food safely and the bug in my sandwich just confirmed that.

And the attitude from management? Cold, unapproachable, and completely dismissive. They clearly didn’t care about me as a customer, and they didn’t seem to care about their staff either. There was no leadership, no hospitality, and no accountability. You can tell when management sets a tone of apathy and that’s exactly what’s happening here. Employees seemed overworked, under-supported, and disengaged. The culture in this location is clearly broken.

I don’t write reviews like this often, but this experience was so disappointing and honestly concerning, I feel a responsibility to say something. No customer should be treated like this. No employee should be treated like this. This location fails on all levels: food quality, customer service, employee care, cleanliness, and management communication.

I will never return to this location, and I strongly recommend that others avoid it too. If you want Chick-fil-A done right, go to the Chester location they still understand how to treat people with respect.

Someone seriously needs to report this place to corporate and the health department. Enough is enough they need to...

Came in with my son to have lunch as he loves the playland. I ordered our food and then went and sat down at a table and sat and waited for my food. I ordered a #7 Char Grilled with no lettuce and no tomato, for my son I ordered a 4 piece nugget kiss meal. After I sit for about 5 minites a lady comes to my table and says "John?". I said no man, James here. Then after a few more minutes our food is brought to us in bags, even though I said for here and was told food would be brought to my table. After getting my son set up with his food(3 years old), I notice my sandwich doesnt have bacon. So I go back up to let them know. The same young lady who took my order apologized for the mistake and was getting me another sandwich. So I stand and wait. While I'm waiting a guy comes out the back with a burgundy sweater and literally stares me down as he walks by but never smiled or even spoke. Demeanor was definitely not what I'm used to seeing when I frequent ChikFil-A. And I've been going to chik fil a for breakfast every day I've worked minus sundays for the last 17 years. From your Southpark Mall location in colonial heights when owned by Jason. As well as the chester location he owned and also the hull st location and midlothian locations. Finally I get my sandwich and head back to my table where my son has been sitting waiting for me the last 5 minutes. I sit down open my sandwich and once again it's not right. Now it has bacon, lettuce and tomato. So I once again have to walk back up to get another. This time I wait before anyone approaches, then as I make eye contact with a look of distress/frustration and a gentleman named Austin asked was everything ok. I said absolutely not. I've been here for 20 minutes and have stood up here for over 10 of them because of multiple mistakes made with my food all awhile my 3 year old I was having lunch with was sitting alone while i watched from where i was standing. So he then proceeds to say he will get me another sandwich. At this time I say I just want a refund as this has been an awful experience. He takes me to a register and gives me a refund for $6. I looked at the receipt and it was over $8 for the combo so I asked him why the difference. He said because he just refunded the sandwich. I'm thinking to myself at this time that I've been in this establishment for roughly 30minutes and my fries are cold, my time with my son at lunch ruined as I spent 80% of it at the register area. And I still don't have a sandwich. I felt completely disrespected by a $6 refund. My whole experience was bad. You pay $8 for a chicken sandwich not just for the sandwich. It's the eating environment, the feel of welcoming smiles and helpful people. So when a customer has a completely awful experience you dont try and be cheap and offer the sandwich free as a fix. And you surely don't offer a refund of the sandwich portion of the meal ordered so it will be a refund as little as possible. You apologize, refund the ticket, apologize again and keep it moving. So I took receipt, bag, 3rd sandwich that was wrong and said just keep it all. Also an old lady dressed in blue with tan heels was working at the counter area as well and offered no assistance. I went back to my table and gathered up my sons food and milk and left the establishment. Worst experience ever in Chik Fil-A as a 17 year...

Usually love this restaurant and all locations have wonderful service, until today. I placed a mobile order for curbside pickup,I arrived to the restaurant and keyed my space #. I sat waiting patiently for my simple order. 30 count nuggets. My order finally came out to me @3:37pm. I inquired if the sauce was in my bag and was told it was. Since I have never had any issues, and it was such a simple order, I never bothered to look in the box. To my dismay upon arriving home I washed my hands and began to prepare plates for myself and family, only to discover I didn't have a 30 count. I called the colonial heights location where the purchase was made to inform them of my discovery. I was asked if I would be coming back to correct the order. When I stated I would not be returning today, I was informed to bring the box back within 2 weeks. For clarity I inquired if I was to keep the empty box for 2weeks. She, Kim(manager) told me to keep the nuggets and the box, to bring the entire contents back to the restaurant. I asked to speak to a manager, because I felt that this explanation was truly absurd, only to be informed that these asinine instructions were being stated by a manager. I informed Kim that I would return back to the restaurant and requested she have my correct order ready upon my arrival. I arrived to the restaurant called back to inform her that I was outside in front. She stated she would be right out. When she came to my vehicle, she was empty handed and requested that I give her the order I had. When I inquired where my fresh order was, she replied that she needed the incorrect order before she could give me anything. Kim further displayed unprofessional customer service as she had me sit outside and wait longer. At 4:30, I was left waiting for almost an hour, with no form of apology for the screw up and inconvenience. Nearly an additional 20 minutes later she sent my order out to me by someone else. In the midst of this pandemic I truly feel that my food should never have been handled by several people before getting to me,especially when the simple order was screwed up by them. I quickly refused the food and requested a refund. Kim then returned to my vehicle to attempt to inquire if I truly requested a refund. She then requested my card to credit the funds back to me. She returned to my vehicle to state that I would not receive my funds for approximately five to seven days and walked off; still with no apology. Absolutely unacceptable, and I will never return to this...