Chick-fil-A — Restaurant in Gilbert

I went through drive through today had a good experience with the people that take the order outside they were super helpful I didn’t know how to redeem my rewards and they were extremely helpful. Then my experience went south and it was not the Chick-fil-A experience I would have ever expected. I saw and heard the way the manager Andy talks to his associates. The girl at the window her name was Maddie was a sweet as can be, she even gave my kids in the car the cutest cows. As I was sitting at the window waiting for our milkshakes and an eight piece chicken nugget I watched Maddie place a receipt on the counter underneath a serving tray. Andy comes over and says have them drive around Maddie said they are just waiting for their milk shakes he said sigh okay. Maddie took the receipt and set it in the bag and then Andy proceeded to snap and rudely talk to Maddie the nastiest tone and said that receipt was on the floor now I have to rebox all this food and I’m not kidding It was the nastiest tone ever I’ve ever heard a manager talk to her associate in front of customers. Then he turned towards the kitchen and said I need you guys to rebox food now extremely pissed off snapping orders. NOW HERES THE KICKER….. Before he actually came over to help with the food bagging process he had his gloves and his right hand, and then he proceeded to cough into his right forearm that he was holding the gloves in and coughing towards all the bags of food and kitchen…. then Andy proceeded to put the gloves on and then go ahead and start bagging food. In my opinion that was the most disgusting thing I could see at a food place vs a receipt on the counter that is just touching inside the bag in the box that receipt never touch the ground it never left the counter until maddie grabbed it and placed it in the bag. Any manager should NEVER talk to an employee that way especially in front of customers by the end of my visit he had the poor girl Maddie in tears she started crying at the drive-through. She didn’t do anything wrong. I watched that receipt go from the printer to the counter underneath the tray, and then Maddie grabbed that receipt and placed it in the bag. I’m not sure what his problem was but it seemed like he had it out for this poor girl. If he is sick he should not be going in to work especially when you handle everyone’s food and if he has to work he should be wearing a mask. As I was leaving I told the girl I hope you have a better and I’ll pray for you. The manager Andy then proceeded to glare at me like I did something wrong sir I am the customer and I saw how you treated her and I can say what I would like in hopes it will make her day a bit better after you berated her in front of strangers. If I was only writing this review based on the drive through workers and Maddie it would be all 5 stars but that manager was horrendous and ruined...

This review is for Curbside pickup only - 3-12-2024 The point of curbside pickup is so that when you drive 10-15 minutes the food is ready to be picked up when you get there after confirming/paying on the app. They made a change at some point in the last 1-2 years where now they no longer do that.

They only start working on your order once you arrive even though the app says they've started working on it. I know this because I watched the drive-thru where people who arrived minutes after us, full cars worth of folks, got their food before two people sitting checked in at curbside pickup who put in their order 15 minutes before arriving in the first place. It took 8 full minutes to get the curbside pickup order once we arrived for 2 meals - what exactly is the point of curbside pickup if it's slower than all other options?

You might as well just get rid of curbside pickup as there seems to be absolutely no reason for its existence anymore.

This review is for Curbside pickup only - 2021-2022 I've been here several times for curbside pickup and it is always a delightful experience, the food is always hot, the order is almost always correct, and the staff are very friendly - never had an issue with the staff being rude which is awesome. The one time they messed up they made it right on the same day, which is great. The quality of the food is spectacular every time, never had a food issue with something tasting bad or anything like that, been here a dozen times or so over the last 6 months or so. They recently added more curbside pickup spots which is nice.

The app is awesome, they update it often, they reward you often for spending money with them, I often get an extra medium fries for free when I go there because of rewards points. The customization in the app is amazing, I wish more places had this level of customization, and they actually make the food how you customized it unlike other places (looking at you Taco Bell). The last time I went there they were out of CO2 and the app reflected that, so you could only order Powerade or Hi-C Fruit Punch at the time, I even called to confirm. It's cool they are so on-point with their operations.

I will say however the lines for drive-thru lately have skyrocketed, not really sure why, but it's reached Raising Cane's levels of wrapping around the entire parking lot and causing some interesting traffic maneuvering. They added more curbside parking on the side, so it's not hard to get your curbside pickup order. I wouldn't go through drive-thru here unless you're willing to take the gamble on if there will be a giant...

Sad that there is not less than one star to give. This will be the first negative review of restaurant in my life. Today I ordered breakfast from this restaurant. Full disclosure I ordered at 10:22. Since I live very close by, ordering at this time is not a problem, and is still plenty of time within their breakfast hours. I did not know their "rule" of you have to enter your parking spot number into the app before 10:30 when doing curbside pick up. I entered my spot number at 10:33. It popped up on my screen telling me that my order was cancelled. I went inside to talk to an employee, and say "this can't be true right?" He informed me that I was too late, and that they "changed over" from breakfast to lunch. I asked the reason that they could not accommodate me, and he made it certain that they would not due to their "change over rule." Now, to many reading this "a rule is a rule". I however am of the belief that "a customer is a customer" and am saddened that customer satisfaction does not supersede a "rule." On principle I will not visit this restaurant again, and will drive to a different one. I hope that not all chick-fil-a restaurants refuse to accommodate a customers as this one decides to do. Again, to many of you this may be petty, and I understand that. This is simply my review based on my old fashioned belief that customer is king, and "rules" should not be above customer...