Chick-fil-A — Restaurant in DeLand

I've visited this location approx 1x/week since they opened. A handful of times, food has been accidentally forgotten at the handoff in the drive-thru. It usually gets caught right after driving off - oooof! No biggie, turn around and send the teenager inside to fetch the missing item. However, approx 2 weeks ago my husband and kids went through the drivethru and didn't check the bag. Made it all the way home... approx 15 minutes to discover the missing food. They returned to the store and the staff immediately handed over a bag with the missing items. Once home, it was pretty obvious the food was from the original order time (and was now almost an hour old ... hour old cold fast food no matter how good originally is yuck!). No biggie, it's just one meal, but lesson learned...check the bag! Fast forward a week and I went through the drivethru with a car full of kids and their sleepover friends. We had a large order. Drivethru staff asked me to pull around to the backside of the building and they'd bring the food out. We waited behind the building probably 5-7 minutes. Several bags of food were brought out and I asked the employee to please wait while I checked the order. Sure enough, one of the orders was missing. She left to get it, but never returned. Instead, approx 5-7 minutes later, what I assume to be the store manager came out to my car. She only had a pad of paper and pen; not my missing item. She asked for my name and phone number. It felt almost accusatory, like I was being combative and attempting to get free food. She asked if I still had the bag of food. I had already distributed the food to the 5 hungry kids in the car (the missing meal was mine) .... at least 10-15 minutes had passed by now. I, again, asked for the missing item I had paid for. She left and returned several minutes later with the item. It was a pretty unpleasant experience. I would not consider it to have been "good" customer service. I just wanted what I had paid for and to be in and out quickly. Who knows, maybe I'm on a "naughty customer"...

We've been going here since it opened in 2017. When it first opened, it was great! The past few months whenever we go....the staff have been extremely rude and impatient. I am hard of hearing and have hearing aids and with masks, it's hard for me to understand people sometimes. The front staff don't really know how to handle when someone asks them to repeat what they said....and then tonight.... We went through the drive thru at 810pm. The young man who took our order was great. The little blonde haired braided girl passing orders to cars in the drive thru was extremely rude. We tried getting her attention multiple times, she didn't acknowledge us. And finally my husband had to ask why we were stuck behind the cars if we got the food since there was zero room for our vehicle to go around. And he didn't eve get to finish his sentence and she just says "oh well you couldve gone around them." And then walked away. Super rude, made us extremely annoyed because she didn't even try to listen to what we were trying to ask(if they could have the cars ahead move forward) Yall need to train your employees better or get some that actually show empathy towards customers and doesn't blow them off. I dont know if we will be back to this location...

I don't know what has happened at this location but the morning crew must be the D squad. I've been coming here since it opened but in the past 2 weeks I have had multiple issues with this location like orders taking way too long, like over 20 minutes with zero people in line and maybe 2 in the drive thru too long. Then another incident where I ordered in the app at least 15 minutes before pick up time, again with nobody in line, get there and ask where my food was and was told they didn't have my ordered thawed out so they were making me a lunch portion that was the most disgusting looking and tasting chicken breast I've ever had. Keep in mind, I love the lunch type chicken breast from Chik Fil A, but I tasted this and just immediately threw it away. Today after waiting over 20 minutes for my food the biscuit just disintegrated when I went to eat it. For the first time ever I put in 2 complaints for these issues and just got a pretty much identical canned response from the manager. He did offer a free breast fillet and a free breakfast sandwich, which is alright but I don't know if they even read the complaint due to the identical response and I don't really want free stuff, I want the issues...