Chick-fil-A — Restaurant in Copperas Cove

Thinking about using Chick-fil-A for a business event? DON'T.

I pre-ordered breakfast for 20, for a business meeting, from the Copperas Cove location. Pick up time of 8:00am. I arrived at 7:45, knowing I was early, and paid. At 8:15, an employee came out to tell me that it would be an additional 10 minutes because they had to make more biscuits. When I expressed that this wasn't OK, as I would now be late for my meeting despite pre-ordering with plenty of advance notice, his excuse was "I just clocked in". Further, when I asked who the manager on duty was so I could callback later, he gave me the name of the franchisee (Steven Kennedy, I believe).

I left with my food, and arrived late to my meeting. After unpacking the order, I realized that I was shorted all my hash browns--15 orders to be exact.

I called the store immediately and spoke with the actual manager on duty, Sylvia. She graciously offered to refund my hash brown order. So she's not going to charge me for food I didn't receive. How nice. (Sarcasm). When pushed further due to the extreme lack of customer service at her store, she offered me a free entree. I spent well over $100 in her store, and I get a sandwich. No thanks.

At this point I am not interested in getting any free food, as I will not be returning to this location. I just want to let as many people as possible know about the lack of resolution skills in the Copperas Cove location.

As an aside, that meeting's agenda included a presentation on customer relationships. Your store came up multiple times. Not...

Terrible communication and did NOTHING to fix the situation. Went to pick up an online order and I was picking up for someone so I had gone through the drive thru but it was placed through for pick up either inside or curbside and they wouldn't tell me if the food was there or not . The lady I was speaking with was just saying she can't tell if it was there or not she didn't know. I had sat there for about three minutes with her and in those three minutes the couldn't go check and see if the order was there or not. Like 10 feet or so. Very unhappy and disappointed with my service and not a single time did any one say "my pleasure." I wasn't even thanked at all for anything. I haven't had a single chick fil a experience like this or where they didn't try to go above and beyond for me. The shift lead on duty was not very helpful either. The only thing she said was that she would speak to whoever I spoke with. It's funny because the shift lead had a moment to come speak to me but not a moment to check and see if the order was there... UNSATISFIED. I will not be returning to this chick fil a, if I want chick fil a I'd rather go to Killeen than come back here. 0 stars honestly. (Apologies for typo's I'm not going back to fix them, just like they didn't fix the situation with me and my order.)

Edit: I see why all these people have given one star reviews lately....

I recently placed an order through the mobile app for my family’s dinner and requested a Spicy Cool Wrap without the cheese blend. When we picked up our curbside order, the team member explained that my wrap still had cheese because they “won’t make it without,” saying they only serve the wraps as advertised. I asked why it wasn’t possible to simply make one at the prep counter without cheese, and she said it was against policy. I then asked if the policy was to not make things to order, and she confirmed that it was. I then spoke with the manager, who told me, “If we do it for one, we have to do it for all.” However, when I asked about customers with allergies or intolerances, she admitted exceptions could be made—which completely contradicted her earlier response. She suggested cheese could just be removed from other menu items, but that isn’t what I ordered. I wanted the wrap. To confirm, I called the Killeen location afterward, and they told me they are able to remove cheese from wraps. Looks like I’ll be going there from now on. I left very disappointed in both the service and the lack of flexibility. Having worked at this location years ago, and more recently at the Temple location, I know it is possible to accommodate simple requests like this. It’s disheartening to see how much the standard of customer service and quality has slipped...