Chick-fil-A — Restaurant in DeFuniak Springs

Never thought I’d say this about a Chick-fil-a because they're usually the gold standard when it comes to handling chaos. but wow. Quick, polite, efficient? Not even close. Not THIS chick-fil-a.

We waited over an HOUR for our food. no updates, no communication, nothing. I finally asked what was going on and was told “we’re waiting on food to be made” while I could clearly see fully stocked food bins sitting behind the counter. Multiple employees were walking around flustered, not touching bags, not talking to customers, not taking payments—just kind of pacing and looking overwhelmed and obsessively checking the order screen. I have no doubt the back of house was cranking, but front of house was dropping every single ball.

They had one girl tracking down the line that was pouring outside taking orders on an iPad, and I get that’s normal, but someone should’ve warned people what kind of wait they were in for. but I genuinely think the staff had no idea what to do. I asked if the holiday rush was unexpected, seeing as it was just after Memorial Day and was literally told, “actually no, it’s about the same as spring break, but we obviously are no more prepared.”

There was one girl named Trinity who honestly needs to be pulled off the floor. I watched her totally mishandle several customer interactions, including one poor lady who was told multiple times her food was almost ready, after she’d already had her drinks for 45 minutes. Turns out her food had been sitting on the counter, bagged and ready, for 20+ minutes. No one checked, no one noticed. Just half hearted "sorry"s flying around and an occasional "we're working on it". But they were in fact, not working on it. I waited alongside ~30 other people, some of which I watched walk out before even getting their food. but don't worry, they had drinks!

The drive-thru line was down the highway but don't be mistaken, it wasn’t just high demand, it was a total mess of lack of training, no communication, and completely absent leadership. Just pure, unanswered chaos.

Felt less like a Chick-fil-A and more like someone accidentally hung a Chick-fil-A sign over a McDonald’s and hoped no one would notice. But the difference is, when I go to McDonald’s, I know what I’m getting. I’m prepared for some chaos, maybe a long wait, maybe cold fries. That’s part of the deal.

But this? This was wrapped in the branding of excellence with none of the follow-through. Not one “my pleasure” was even mumbled - and trust me, I had an hour to listen for it. This is not a Chick-fil-A. Not in service, not in systems, not in basic customer communication. If you’re gonna wear the uniform, live up to the standard, or at the very least, don’t lie to people’s faces while their food sits forgotten...

I ordered dine-in table delivery and my order never came to the table. I went back up to the front, I stood and waited once again to figure out if any of the food on the counter was mine. Once she confirmed the tray was mine, I asked for an extra bag. She continued to assist multiple customers ahead of me although all I needed was a bag.

When I asked her a second time if I could please just have a bag, so that I could go sit down to eat, she said "oh you want to go sit down" with an attitude and rolled her eyes at me. I decided to go sit down without the bag. Another patron that witnessed the exchange found me at my table and gave me a bag. That was the best service I had during my visit - from a non-employee.

In addition to the woman working at the front, there was a woman constantly sweeping and making racket within the dining area the entire hour we were there. There was no peace and quiet. She also was using the same broom she rubbed across the ground on the chairs. It grossed me out to think the germs from the floor were being transferred to chairs that people touch before eating their food.

I personally will not be coming back to Chick Fil A...

Great experience and friendly staff. New establishment, not even been open a month. everyone is working hard together as a team to provide the level of service CFA is known for. Sure there is some kinks to work out, as with all new businesses. We have to keep in mind for most this is their first job, nonetheless it’s NEW for ALL of them. Everyone is learning what works, what doesn’t. I have no doubt and full Faith that this location will meet and exceed the expectations everyone has for CFA. I choose to extend Grace and mercy and allow time for a learning curve as this is an establishment with over 100 new employees. It’s not gonna start off on top but it’s on a fast track of getting there. Yes, wait times have been long at times and some orders not right. The kids…the employees are learning and being taught. They will get there. I get it’s frustrating, but have you thought they may be short handed? People start these jobs and realize it’s not for them. In turn, quitting leaving the place short until a replacement is found. From one business owner to the next… I support you, I stand behind you and I have faith in this establishment...