Chick-fil-A — Restaurant in Florence

My daughter turned 5 today. We had ordered cupcakes for her class but the school was having a lock down drill during the time we were supposed to have the party with her classmates so we weren't able to have to party at school which means we had extra cupcakes. So we asked my daughter where she wanted to eat. And naturally, she said chick fil a. We said we would let her and sister eat and then play and offer any other children that we saw at chick fil a if they would like a cupcake. Too many for us to eat. We ordered our food and sat down and the manager comes to the table saying that he cant allow us to have the cupcakes in the establishment because we did not book a birthday party with them. I understand from a business point of view that they want people to book a birthday party there but we had purchased our food and the cupcakes were sitting on the table. We didnt call people and tell them to come meet us there for a last minute party. We just took our girls there because my daughter asked to go for her birthday. So we said fine. Since we had already ordered the food we sat down to eat and were eating when the manager came over again saying that the cupcakes could not be there and that we would have to put them in the back where they could keep them cool for us or put them in the car. My husband explained that we're just eating and the cupcakes are sitting in the container. We paid for our food and have the right to eat. He said that because we didnt book a party with them that the cupcakes could not be there and that we had to take the cupcakes out now and came with a lady as reinforcement causing a scene. So my husband said that we would leave. Then my daughter started crying because she wanted to eat and then play and we had promised her that she would be able to play after she ate. I explained to her that we would go somewhere else and that she would get to play and not to cry that it would be okay. So my husband asked for his money back and we left in the middle of beginning to eat. He took the cupcakes to the car. We cleaned up and left. And we went somewhere else to eat. What upset me about this experience is my child asked to go there for her birthday. She just wanted to eat and play like any kid would. And the manager had a fit about cupcakes. We did not feel wanted or like welcomed customers. This is the first time I've ever had a nasty experience with chick fil a. Even a customer who overheard everything came up to us and said chick fil a is supposed to be a Christian establishment and this is how they treat people? It's sad that because of cupcakes they would act that way. I'm disappointed and disgusted. I really like chick fil a but I don't know if I'll go back...

I am giving these 3 stars only because the food is always hot and fresh. So thank you to the cooks. The customer service here is another thing. I eat here 2-3 times weekly and their customer service skills have declined greatly over the last few months. I generally order through curbside service. Last week i received an attitude because I asked if she had placed a straw in the bag because recently they'd been left out the response "I don't know what's in the bag. I just pick up the tray it's not my fault if there's no straw.".... Well okay I proceeded to go through drive through to get the straw. Today took the cake. I always order 3 extra granola packs. I always receive them no problems, until today. Today I received 1. The runner was already gone so i proceeded to drive through. I explained my problem to the order taker. She apologized and told me to proceed to follow the truck in front of me. The guy taking cash confirmed i was missing granola and told me to proceed to the window. I explained to the young lady outside the window that I came through curbside and was missing 3 packs of granola. She told the lady inside that she needed 3 granola.. The lady inside responded with "YOU NEED WHAT?" she repeated that she needed 3 granola packs. The lady inside turns and says i need 2 granola packs then she placed the 2 in the tray to be handed to me. I asked the young lady if i would be able to receive the 3rd. She asked the inside lady for another pack and at this point the lady inside threw the 3rd pack at the window and mouthed something. I was very offended by this and asked to speak with the owner as I saw him walk inside moments before. They brought a manager over who asked what happened. I began explaining that I asked for the owner... At this point the lady inside came and leaned on the drive through window sill to look at me as i spoke. I continued talking to the manager and explained that i did not want to speak to her (the lady inside) and explained what happened. Before the manager could respond the lady began speaking. The manager just stood there. I informed the lady inside that I did not want to speak to her once again and that i would come inside to speak with the owner. I just felt at this point this people are comfortable with being disrespectful to their customers. I've got several more stories of disrespect from this store. It's not all the employees rather some that give me McDonald's...

I’m extremely disappointed with the service I received today. I placed a simple order for just two large drinks — a Sprite and a Mellow Yellow — at 1:18 PM (EST). I did not receive them until around 1:38 PM, after sitting in my car for nearly 20 minutes. That wait time is unacceptable, especially for only two drinks.

What made this worse is that multiple cars behind me were served full meals with drinks before me. I was ignored. A female employee asked me for my name twice, yet did nothing to check on my order. A male employee also asked for my name but returned to his station and continued serving others, making no effort to follow-up. Meanwhile, I sat in the same spot, being passed over again and again as if I didn’t exist.

This is not the level of service I expect from Chick-fil-A. I felt like I was getting drive-thru service from a fast food place like McDonald’s or Burger King, not a company that prides itself on efficiency and customer care. I was on a tight schedule, and this delay caused a major inconvenience.

It shouldn't have taken me flagging down an employee just to receive two drinks. I’m requesting a refund or a full meal replacement for the unacceptable delay and poor service I experienced. Submitted this complaint on the day it happened, which was Thursday, 08/07/2025 and still no response even after a follow-up submission. Unprofessional by Chick-Fil-A management and ignoring a customer is not going to make the situation any better. Do not recommend anyone coming to this Chick-Fil-A especially for good customer service experience, likely do better going to West Florence Chick-Fil-A. Did not want to leave a review but since I was ignored, they leave...