Chick-fil-A Broadway & Dartmouth

Very disappointed by my recent experience. I’ve been a big fan of Chick-Fil-A for decades, unfortunately my recent experience didn’t live up to the brand’s usually high standards. I went through the drive through and placed a simple order - one 12 count of nuggets and one 12 count of grilled nuggets. The employee working in the drive through was very nice and processed my order quickly. I was the only car in the drive through at the time, so I made it to the window and proceeded to wait for a significant amount of time for my order. Eventually, several other cars started to pile up behind me due to the lengthy amount of time my order was taking. The employee at the window asked if I could pull around and they would bring me my order, which I gladly obliged. Once parking in a spot in front of the building, I proceeded to wait another 11 minutes and watched dozens of cars receive their orders. After a significant amount of time, an employee came out with a bag and asked if this was my order. Unfortunately, it was for the car next to me who had pulled up from the drive through several minutes after me, despite containing the items I ordered (in addition to several other items). At this point, I was frustrated and walked in to speak with an employee about my order status. Upon walking in I was greeted by who turned out to be the manager on duty. I told him the situation and he began looking into the status of my order. He then came back and told me that the grilled nuggets I had ordered were taking some extra time because they were making them fresh, so it would be a few extra minutes. Unfortunately, I knew this not to be true as the employee who brought the order out to the car next to me said the order contained grilled nuggets. Further more, person directly next to me received their mobile order, which contained grilled nuggets. At this point, I told the manger I wanted a refund and to leave. He promptly refunded my order and miraculously was able to produce my food as well, despite the fact that he told me it would be a few extra minutes only moments before. This location has a lot of potential, but is clearly lacking leadership and training. Had they simply owned up to their simple mistake, been honest about forgetting my order, and made it right I wouldn’t have been so disappointed with my experience. Unfortunately, no one was willing to own up to their mistake, although the manager did refund my order upon my request. I hope that the franchisee and regional management sees this review so that they can invest time and training into the employees at this location. I love the Chick-Fil-A brand and want to receive the same great experience no matter what Chick-Fil-A I go to.