Chick-fil-A — Restaurant in Franklin

I have never in my life had worse service at Chick-fil-A than I did this past week. WEDNESDAY MAY 14th. I placed an order on the app before I arrived at the restaurant. I made a SIMPLE request at the ordering post once I arrived to pick up my order, which was lettuce and tomato on the side instead of on the sandwiches. I have 2 elderly grandparents who are disabled and cannot cook so they do weekly takeout orders to eat for the coming days. I get to the window and get greeted by an extremely rude girl, Kaitlin, that acted as if I was a burden for making a simple request. She asked me if I wanted the lettuce and tomato on the side or on the sandwich. I kindly reiterated again that I did want it on the side. She literally rolled her eyes at me, and told me to pull around. The order gets brought out to me and lo and behold, there is no bread on the chicken sandwich. I got 5 chicken patties with no bread. I go back through and politely explained to the employee with the iPad what happened and that I understand there was a misunderstanding and I don’t need anything to be remade, I just wanted the 5 buns. He was very nice and told me they would take care of me at the window. I get to the window and the hateful little blonde girl that was working at the window on Wednesday May 14th around 5:00 PM, rolled her eyes at me AGAIN when she saw me pull up and laughed at me. I was very kind this entire visit and was treated terribly by almost every employee in this establishment. Then, an older man whom I think was some sort of a manager (not a good one at all), opened the drive through window and yelled at me and said I didn’t pay for the buns so I had to pay for them. I ordered 5 chicken sandwiches ON THE APP, I do not understand how I did not pay for 5 buns when I ordered the sandwich. He said they rang me up as lettuce wrapped so I did not pay for the buns and they would have to charge me for them. Really?????? I place an order in advance, when I get to the ordering post I make a simple request of lettuce and tomato on the side, they mess it up, and I have to pay for 5 buns I ordered but didn’t receive??? RIDICULOUS! At this point I am completely baffled at the total lack of customer service, attention to detail, common sense, and simple compassion for another human being. I pay $3 for the buns, which was absolutely absurd to yell at me over a mistake that your staff made and then charge me all for just $3. The ONLY person who was kind to me at this restaurant was the young lady standing outside of the drive through window. And to top all of that off, instead of giving me fresh lettuce, they just took the lettuce off that they already put on the hot chicken breast and threw it in a container. Not even 12 hours later, ALL of the lettuce was wilted and covered in black slime. So, not only did I pay $3 extra dollars for buns that I already paid for in my mobile order, I paid for lettuce and tomato that was ruined. AND I ordered 5 large fries and only got 4 large fries. SOOOOO MANY things wrong here and myself and my grandparents have never been more baffled. We have been long time customers of this chick fil a. We will NEVER be back to this location and I would like for a general manager to...

I just had my first rude experience at a Chick-fil-A. I almost feel like I have to write this in defense of myself. I have been to Chick-fil-A 100+ times literally and never had a bad experience until today. My boyfriend and I went today and I’m always use to the very first thing said being “can I have a name for the order” but today she did not ask that. She just asked “what can I get for you today” so I placed our order and I scanned my boyfriend rewards QR code. I’m trying to get better at scanning for rewards I always forget to scan mine and honestly I really just don’t care that much but he cares so that’s why I had her scan his. So when we got to the window the next lady asked for the name for the order. I said like oh “she didn’t ask me for a name”. She then replies to whoever inside that there was a no name order. I try to help by telling what my order was. The who in guessing is the manager got super like flustered. She leans out the window and goes “what is your name” to me in like a very hostel tone. Which made me feel like I was a little under attack or like I was doing something wrong or idk. So she finds the order and she says my boyfriend name and I was like oh ok. I guess when the rewards is scanned then the name is added to the order but I never knew and I’m use to always being asked for a name for the order. So the manager hands over the food and walks away like she is some being annoyed by me and me not knowing how things worked. So it really wasn’t any of the other workers that bothered me more just the sheer hostility of the manager and like the rudeness of it. Like it just really rubbed me the wrong way because I wasn’t trying to do something wrong but I was really made to feel like I was and Chick-fil-A is always about good service but not today. I still love Chick-fil-A but not this experience that...

I was extremely disappointed. My family loves Chick-fil-A. We have been to many locations in many states and have rarely had food or service issues. We have been to this location 3 times now and I feel like it has been three strikes in a row for this particular location.

Last night was strike three. We were there at dinner time. The restaurant was busy as usual with two drive through lanes running and two people taking orders for those lanes. There were also a ton of customers ordering on-line as those parking spaces were full.

We got our order from the pick up window. Fortunately we stopped in the parking lot to check it before driving home (based on our previous experiences at this location) because part of the order was missing (again). I had to park and go back up to the building to wait for someone to come out to ask about getting the rest of my order. I asked one guy who told me he would take care of it. He walked over to a car and chatted with the driver for 10 minutes before going back inside. He never came back out. I asked the next person who came out. She eventually returned with the rest of my order. At this point it had been over 15 minutes. At this point the rest of my order had gotten cold in the car and I still had to drive home.

Once I got home, I realized that the sandwiches were not made to order - cheese on sandwiches which were not supposed to have cheese, no extra pickles as requested, etc. The large fries were not even full of fries.

Based on our previous experiences at this location, we will not be going back. There are definitely some management issues that need to...