Chick-fil-A — Restaurant in Fircrest

DO NOT GO TO THIS LOCATION!!! You've been warned. You will have the most incompetent and rude staff to deal with. To give you the backstory on the whole incident, I get some medical treatments done on Saturday mornings in Seattle. I live in Silverdale, which is across the water, about an hour and a half away. So I catch the ferry over at around 7 am, get to my appointment, and I'm there until about 8:30-9. When I'm done, the ferries are normally packed, so I drive back. I've been doing this for the past 2-3 years.

My family and I love Chick fil a. We have since we moved from Mission Viejo. Since there are no other Chick fil a's near us in Silverdale, I always stop at this particular location in Tacoma on the Saturdays when I get my treatment. I always get there around 9:30-9:45 am depending on traffic. My son loves the chicken strips, and I love the nuggets...my wife loves the kale salad. So I usually pick up 2, 4-piece chicken strips, a 30-piece nugget, and kale salad with tons of chick-fil a sauce. I normally am asked to wait for 15-30 mins because it's breakfast time and they have to make this separately.

So I requested the same order this past Saturday, and the lady who was handling the orders was the same lady at the window. She told me they weren't allowed to do that anymore and I could come back when they were serving lunch. Which was over an hour from then. I still had the 40-minute drive back....so it wasn't an option.

Once I got to the window ( I had to wait because there were a few cars in front of me) I told her I was the one with the chicken strips order and then asked her when this all came about because I had placed this order about a month ago for my son. She told me that some rule had been enacted in October that didn't allow for lunches to be made at breakfast time. I responded and said that I've ordered here since then and had never heard of that or had any issues. It was simply new information to me that I've never heard of.

Her exact words were, "Oh, I doubt that."

I then asked for the manager's name because I felt that response was uncalled for. She told me Lynae (the franchise owner). I was completely dumbfounded and said to her, "You know I know that the owner of Chick fil a wouldn't like you giving this type of attitude to a customer." She then told me to leave and shut the window in my face. I was literally in shock. I did take out my phone to record the last little bit of our interaction because I was waiting for a manager's name. That's when she said she would call the police on me for being petty! For simply asking for the manager's name.

So I pulled into the front of the Chick fil a, and filed a complaint with the only phone number I could find. When I was on the phone talking with the gentleman that was listening to the whole situation, the police arrived, which blew me away since I wasn't causing any problems. Thank goodness I have plenty of family within government organizations that the situation was handled peacefully and amicably with the Seargent that arrived. The Chick fil a person on the phone, heard and recorded the whole situation.

They then had someone named Jared contact me who took their team members side and offered a lame apology with absolutely no remorse or concern... Fake as can be. I mentioned that I knew Dan Cathy and am going to take things up the chain further. This is the worst experience I've ever had at Chick fil a and will never go back to this location as they don't know how to train their staff properly, nor handle...

Worst customer service experience in a long time. Long drive-through lines and wait but this is understandable with changes to food service due to Covid. Ordered 3 chicken deluxe meals which seemed to be easy enough. Received our food and realized as we pulled out that 2 out of 3 sandwiches were not deluxe. Staff did not give us a receipt at the window. Husband has to get back out and alert the staff that we did not get what we ordered. The staff is non-plussed but do determine that the person who took our order did not order the sandwiches correctly and tell us we were not charged for a deluxe order for 2 of the meals. I’m not sure how that could be confused as we ordered “3 deluxe chicken sandwich meals”, but okay, no big deal, we all make mistakes. But then here is where the customer services goes way south. They ask my husband to pay the difference for lettuce, tomatoes and cheese. I think this is incredibly petty as a previous manager of another large fast food chain, but okay, we do. He offers to give back the incorrect chicken sandwiches but staff declined to take them (of course.). This was a gesture on our part because we wanted the staff to know that we were not trying to get 2 free sandwiches out of the deal. The staff member tells us that he will get 2 deluxe sandwiches from the back, to keep the incorrect sandwiches and charges $1.44 on our credit card. My husband returns to the car to wait. It is lunch time and the wait is long in addition to the fact my husband had taken the sandwiches back to the staff in the cold in case they wanted them back to waste them. My point being is that enough time has elapsed that the incorrect sandwiches that we attempted to give back are getting cold. Eventually a different staff member approached our car and tells us that they implemented a different plan than had been discussed and agreed upon and hands us 2 cups with a slice of cold cheese and vegetables. Now this is beyond petty and belies the common core belief in service to make things right by the customer. Everyone knows the best part of a chicken deluxe is the melted cheese and these sandwiches were lukewarm. Putting on a cold slice of cheese was not appetizing. Husband reapproaches the staff and asks them to please at least heat the sandwiches back up. Out comes the manager, Elizabeth, who is extremely rude and aggressive towards my husband now letting him know that he “got exactly what he paid for.” She refused to take back the sandwiches as this was “against Chick Fil A policy” and proceeds to berate him and is inappropriate and a poor representative of the Chick Fil A model. She is doing this in front of 2 other staff members and the line of cars who continue to pick up their orders. He had been exceptionally polite considering that we had not made the mistake. I am flabbergasted as a former food service manager that another manager would behave in such a manner, so I ask for a contact number for the store manager. Elizabeth will not give a number to reach the store manager but says she will pass along our information to her manager and continues to stand her ground that she is in the right. I will be holding my breath as I wait for that phone call. To Elizabeth- I hope you being right is worth losing further customer base. In the end, they forgot the sauce we ordered and did not include a fork for the salad. Our family will...

Our service tonight was absolutely oustanding. I ordered through the app, and my husband drove over the bridge to pick up, but when he got home and started handing food out, my food was missing. I called the store to let them know and see if I could get a replacement, and the manager, Dominick, was incredibly helpful. We live about a half hour away, so my husband, our youngest, and I loaded up the car to go back over for my sandwich. Upon our arrival, we spoke with the team member at the counter who brought Dominick out. After giving him the run down of my order, I went to sit down and wait. Dominick asked if he could get me anything to drink (my Dr. Pepper came in the original order, but by the time the order got home, it was pretty melted), so I told him I wouldn't say no to a new one, he then upgraded me to a large. When he brought out my meal, he had given us an extra fry and 2 desserts that our kids would enjoy. Ready to get back on the road and home for the night, I asked Dominick if he wouldn't mind starting a peach milkshake for my husband while he was standing in line to pay. He called my husband over and told him not to worry about the milkshake and that he already had someone working on it. We had no intention of trying to get free food, just trying to get a 6 year old home and in bed, and some food in my belly, but he insisted and kept apologizing for us having to come all the way back. Having been a GM of a quick service restaurant, I wish I'd had a manager half as good as Dominick working for me. I so appreciate him hearing me about the distance and then going above and beyond with quality of service in making...