Chick-fil-A — Restaurant in Hanover Township

This feedback is specific for the manager at this location, Eunice. I take no pleasure in giving reviews like this however when they're warranted I believe it is in the best interest of everybody to know.

The situation occurred when my mother of 70 years old went to pick up a mobile breakfast order at 10:37a. The mobile order for breakfast was not fulfilled despite being placed within the app at 10:23a and my account being charged. Due to a personal circumstance I was not able to press the "I am here" button within the app until 10:37a. As a result of breakfast ending at 10:30a the order was not fulfilled since the order did not register on the internal computers.

This feedback/rating has nothing to do with the operational functionality of the app but it has everything to do with the poor customer service/candor of the manager of this location. Eunice rudely interrupted my mother (I was on speaker phone) when she tried to tell her the situation. She immediately jumped to why the order was not fulfilled instead of hearing about the situation. This is 101 as it relates to customer service. Following her rudeness to my mother, I tried to explain the situation and she interrupted me multiple times. Again this is simply unacceptable at a business that prides itself with top tier customer service.

What I would expect from situations like this is firstly to allow the customer to speak and articulate the situation. Secondly, I would offer an apology (not due to fault but due to inconvenience) to said customer. Thirdly, a rationale as to why the situation occurred. Lastly, an exception to the rule if it does not hinder business operations especially after the customers receipt is presented and time stamped before breakfast ended.

For the Owner: Strongly recommend immediate feedback/retraining needs to be done for this employee. If she speaks to customers with this candor I can't imagine how she speaks to employees.

Feedback for corporate. From an app functionality standpoint - if the order is placed in your account, you pay, your account is charged, you receive a receipt time stamped before the conclusion of breakfast what business rationale exists to not simply fulfill the order? What does a business lose if a customer does not show up to pickup a paid order after an allotted period of time? The extra step of pressing "I am here" is unnecessary and can prevent customer service issues and circumstances like this one. At a minimum there should be a disclaimer within the app that states "if the customer does not press I am here prior to 10:30a your breakfast order will not be fulfilled". There needs to be language around the stipulations of pressing I am here otherwise what's the point of a...

So I go to get lunch for my kids and husband, two kids meals, a grilled chicken deluxe meal, a cool chicken wrap, and a small fry. Not too complicated. Everyone was polite, I was content and left. I didn't bother to check my bags before I left (big mistake) because, well its CHICK FIL A, not McDonald's or Taco Bell. Get in the car, go into to steal a fry from one of the kids meal, realize one of them has fries instead of the fruit cup I ordered. Slightly irritated, I head back. They apologize, give me the fruit cup, and I head on my merry way. More than half way home, I get a gut feeling, I check the "adult bag" and lo and behold, its a chicken salad SANDWICH instead of the wrap I ordered. I won't eat chicken salad, and now I'm super irritated because I have to go back AGAIN. I call to let them know I'm on my way, see if maybe they can have it ready, and the manager (J) says, oh just come back in so we can get it right this time. Perhaps this is a great time to mention that ITS POURING RAIN OUT and I now have to get out of my car the third time. I go in, trying to be as patient as possible, and they try to short me a kids meal AND a small fry in the correction/replacement order. Obv they fixed it before I left (thanks for that) and they were apologetic (although at this point, you'd have to be dumb NOT to be as I was clearly agitated). The only reason I am giving them two stars at all is because, despite the idiocy of the service I received and the frustration I had to deal with on a rainy Halloween with three young children) is because quite frankly, their food is good. Unfortunately this will probably not be enough to get me to return...

zero starts for how this situation was handled. I cant believe this happened to me. I went thru the drive thru Friday 6/16 and the cashier failed to give my card back. In the 5 minutes I was gone they charged my card for someone elses order. THEY USED MY CREDIT CARD WITHOUT MY PERMISSION TO PAY FOR SOMEONE ELSES MEAL. Now keep in mind its just $20 dollars but its my money. I called saturday 6/17 yo inform the staff and spoke to the night supervisor chad - who was quick to tell me without looking into it that this was an automatic charge and that amanda would call me monday to take care of the matter. Monday rolls around, no refund, no call. I have to call them Tuesday morning today 6/20 spoke to eunice the morning supervisor who told me amanda would call me today. At 10am I get a voicemail from Mike - the store supervisor. Everyones apparently a supervisor. Mike tells me this was an incident that happened bc they left my card on the auto contactless payment. Fine. Mistakes happen. BUT for me to have to hunt this team down and for them not to follow up with me or make this a priority when this is FRAUD makes this situation unacceptable. When i explained this to mike he made sure to let me know rudely that "as a manager I should understand things happen and that they didnt fraud me" and then continued to try and tell me what fraud is. RIDICULOUS . Stay away from this place as they seem to be untrustworthy with you card. This has been escalated to the district manager or team manager emily. Maybe she can provide some much needed customer...