Chick-fil-A — Restaurant in Frederick

PSA If you or your child has an allergy stay far away from this location. The director, managers, and staff do not care about you or your child. Today I visited this location with my 1.5 year old who is allergic to apples. When placing my order I specified no apples in my child’s fruit cup. Not only was I charged an additional $2 for the fruit cup I was given a fruit cup that the apples had been hand picked out of. After asking the employee why were we given a half empty fruit cup he responded “the apples were removed because you requested no apples” I kindly informed the employee if a child has an allergy a fresh cup of fruits needs to be made to insure there is no cross contamination. The employee laughed and responded “that’s not how it’s done here all of the fruit cups are pre made”. I then asked to speak to a manager. Informing the manager of the conversation I just had with his employee he looked at me like a deer in headlights and said that’s our policy. He then called over the store director who I repeated myself to and essentially got the same in response. I then asked them all do you understand the severity of what they were doing. I explained if my child consumes this she can have a reaction and could even loose her life and the director of the store laughed in my face and told me he didn’t care. I then went on to mention “in addition to you not caring you are charging me an additional $2 for an item that is supposed to be in place of another” he responded “yes that’s our policy it’s in fine print on the menu” I asked him to point it out which of course he refused to do. I was also refused a refund. I left this location with no food. I spent $20 on food I felt safer throwing out. Immediately after leaving this location I contacted corporate who told me they have no say over what each location does and they could not help me with a refund. Please stay away from this store if you or your child have an allergy no truly believe this location should be under different management or shut down completely but unfortunately I don’t have the power to do that. Praying no one ever ends up in the hospital after eating here due to the negligence of the staff, managers, and director. This is not a good representation of what CFA stands for or our community here...

I must say, although in the early part of this franchises opening they were awful in customer service. I am usually a drive thru kind of gal, so I went into the drive thru for my first order here. The problem was when I left (order was great) I realized that the young lady never handed me my $11 in change. I then recalled a very weird exchange before I pulled off. She had motioned for another employee to come over and said something to her right before she looked my way quickly and turned her head. My initial thought was what was that about but just drove off. Moments later I was almost to my appointment I remembered that I never received my change and then it hit me”was that the reason the girls were so weird). I called to the restaurant and talked to the manager regarding the money (making sure not to implicate anyone) I told the manage that I never received my change. The manager asked me to return to the store for my change, I informed it would be later that day. Well, after traveling 2 counties to get back there, I walked into the restaurant, asked for the manager. The manager turned to acknowledge me and looked at me with such disapproval and before I could explain anything she said, there was no extra money in either of the dining room registers. I was appalled! Very unprofessional, after me explaining that I was in the drive thru, she proceeds to tell me that she couldn’t count the register right then. Livid (because now my time has been wasted and you miss are stereotyping me) I stated oh I’ll wait and asked for the owner. Magically, she had time to count and mysteriously the owner disappeared from the office. The manager stood firm on her word now all the registers were accurate. I left very frustrated, humiliated because I knew exactly what that particular manager and staff was about. I called the owner days later and he too was very unbothered by my misfortune. I contacted corporate and they directed me back to the owner, I then vowed to never return! I said I’d rather travel a little further than to ever come back. However, a friend had a gathering for his daughter’s birthday there almost a year later and they were sooooo much better, so I’m a...

I had a very disappointing experience with this location. While on a school field trip in an unfamiliar area, I attempted to order dinner through the Chick-fil-A app, as our group was encouraged to order ahead. I mistakenly selected Chick-fil-A Frederick North, thinking it was the closest restaurant. I placed a $41.59 dine-in order for my family on April 4, 2025, but when we arrived at a different Chick-fil-A location, we realized the error.

Since I was not driving and had no way to get to the Frederick North location, we were forced to reorder and pay again. I contacted Chick-fil-A Frederick North to explain the situation and request a refund for the meal we never received. They refused. I then escalated the issue to Chick-fil-A corporate, who contacted the owner on my behalf. The owner, Dwight Sones, responded with this:

"Unfortunately, we do not offer refunds for mobile orders that are mistakenly placed at the wrong location. Once an order is placed, it is custom-made for each guest. Thanks to Chick-fil-A’s geofencing technology, alerts are in place for future reference to guide you in ordering at the nearest location."

I understand policies, but this response lacked empathy and flexibility—especially considering no food was picked up, and the restaurant suffered no loss. I expected better customer service from a brand known for hospitality and grace.

I will not be returning to this location.

Update: After filing a complaint with the Maryland Attorney General Consumer Protection Division, the restaurant finally issued me a refund. While I’m glad the issue was resolved, it’s disappointing that it took involvement from the state to get fair treatment for a $41 order.

Future customers should be aware that you may have to fight harder than expected if something goes wrong with...