Chick-fil-A — Restaurant in Florida

I am currently writing a book, at this very moment about how important customer service is and I couldn't make this story up if I wanted to about this incredible experience that I just had at Chick-fil-A. I'm pulling through the drive-through which is packed, like it always is, and they have two young ladies taking orders on their tablets to help the line moves smoothly. I had a nice conversation, ordered the food, asked for it to be made fresh, they said, "of course," they took my card and said everything was good and I moved on to that line. Of course this is Chick-fil-A and people really love this restaurant so much, that even a lady in the next line cut me off, in the drive thru, so she can get ahead of me although, it was only one car away from the window. I get to the window or right behind the window, which is behind the lady who cut me off, the attendant brought the food to me and proceeded to hand it to me and tell me, "hey, we were having troubles with your card," and said, "it was declined do you have another source of payment?" I said, "no, hold on, here's my card again, I'm sure I have money on it," it was my PayPal card. She starting to give me the food but I told her, " no hold on to it make sure the payment goes through first," I'm not the type of person to dine and dash although that wasn't even the case, I just didn't feel comfortable until it was paid for. The customer ahead of me got their food and left so I pulled up directly to the window. Now, it is the cashier, the young lady outside giving the food and myself. My card got declined again, she looked down at the card and said, "oh it looks like it's expired," she asked if I had another mode of payment? I had to have had a question mark written all over my face because I had no idea my card had expired, I told her, "no," as I flipped through my wallet because I had just cleaned out my wallet and left my debit card in my pants pocket, the night before. She asked if I had Apple pay I said, "no," I asked her, "do you take cash app?" they said, "no" they looked at each other, and handed me the food and said, "don't worry about it," gave me back my card and a receipt. I'm not even going to call it a blessing that is extraordinary customer service. Chick-fil-A is always been known for it and I've always been a fan of it but I can sincerely say, after that event and the courtesy of the management to give me the food even though I had no means of paying for it, which I never do nor usually accept, they will have a customer for life. I am extremely appreciative of that gesture, I couldn't waiwait talk about this. I'm writing about this, and talk about this very thing called over and beyond customer satisfaction! Thank you to the ladies that night, I couldn't have done anything else that would have put the love in my heart for a company like that event did....

This is a place I frequent but will start going elsewhere. Today I purchased a spicy southwest salad for myself and the chicken nuggets kids meal, mac n cheese and side order of fries for my 3 year old grand baby. I didn't choose a toy as we normally get him the small ice cream cup to go. Standing on line again after eating to get the ice cream cup the young girl w/the Grey shirt at the register asked me for my receipt and then scrutinized it I guess for the purchase of the kids meal. VERY, VERY OFFENSIVE as I stood there waiting for her to decide if she would serve me the cup of ice cream or not. As she looked up, she saw the puzzled look on my face and stated, "I am sorry but I have to ask and check the receipt". NEVER has this been done to me at ANY chick fil a. As she returned the receipt to me, I told her she could keep it as it was quite clear what she was doing. If I were not an educated woman with my grandchild in tow, I would have immediately asked for a manager as i felt i had been profiled- The nerve! Maybe I will use this experience in a class lesson in identifying and overcoming profiling. Train and retrain these young folks so that they don't continue doing things they believe are right. I am sure there is no such policy as rhe one explained by her but if in fact it were true, it would be nice to apply it evenly across the board and not pick and choose when you will apply it and to whom.... Tsk, Tsk Chilck Fil- for shame, for...

Changing my rating until they open back up. Here's why :

As a loyal customer for over a decade I find it very disheartening and frustrating that the dine-in is not open yet. For years my wife and I have had pleasure and comfort in knowing that we can bring our family to the safest, friendliest, and cleanest restaurant possible. We are (were) 1-3 times/week patrons until covid. I never thought of all places, chick-fil-a would cower and fold under such fear. CFA has always been a leader in customer service, inivation, and standing strong to what they believe to true. Now CFA is one of the last places to open. You may think that you are being safe, but there's a whole other side. I would bring my family to the place that sanitized tables and chairs and everything else prior to the covid non-sense, way before the likes of the other fast food places. Now since CFA is not a leader but cowering, I am left with taking my children to other food places I have no trust in the cleanliness or security, or they stay home while I bring!

cold food back... Well, we are done eating at CFA until your doors are open at full capacity. This is a hard decision and we are not alone within our community that feel the same.

Very disappointed of the cowerdess that was once an establishment that set such a high bar of strength...