Chick-fil-A — Restaurant in Hapeville

I’d like to preface this by saying I realize this one experience does not define the service of all Chick-fil-A locations and I have had great service at other locations.

I have lived in Hapeville for going on 5 years and used to love this location. However, over the past year I have noticed an uptick in my disappointment in service at this location.

About a year ago, I had a run in at this location where my order was wrong after leaving the drive through. I called and right away the manager fixed my order and all was well. She told me she was training a fairly new team and I totally understood. I returned to this location multiple times without any further issues.

Around March this year, I placed my first catering order (over $100 might I add), upon arrival I had multiple team members look right at me and walk past without as little as a simple acknowledgment of my presence. After about 5 team members walked past me, I said “excuse me” to the next employee and only then was I acknowledged and assisted. I thought this odd given Chick-fil-A’s reputation for great customer service. However, I didn’t receive a survey so I let it go.

In an attempt to prove the last visit was a fluke, I placed another catering order. The food was great, I was acknowledged upon entry, and everything was good until I reached my destination only to find the serving utensils they asked if I needed were not included.

After two drive thru visits, about 4 days apart, both with errors I attempted to call Chick-fil-A to give the feedback directly (and to get the money I was overcharged on both occasions back.) however, on both days I had to call more than 4 times to get anyone to pickup the phone. On the night of the 2nd occurrence, I decided to remain persistent in my attempt to call. The manager who was on duty completely obliterated my frustration after she spent time listening to my concerns and let me know I would have tickets in the pie shop as their attempt to fix these multiple issues. Any frustration was absolved as I could tell she really cared.

Now, imagine my surprise when my husband and I go in to “redeem” the tickets so that Chick-fil-A could “make it right” we approached the counter and used the exact verbiage I was told over the phone to use by the manager. The very nice associate directed us over to the pie shop where the associate on duty looked at me like I had 3 heads mentioning the situation. She found the tickets I mentioned and handed them over to a manager (Meg). Now Meg was kind to an extent but she had to go reconfirm to a male in a blue shirt that our (multiple) orders were worth fixing to which he generously responded “just give it to them.” I really want to believe none of this had ill intent behind it, however I left feeling like a charity case especially because as we were walking out there was a smug grin on Meg’s (who helped us) face. The whole encounter seemed very disingenuous. Their effort to “make it right” only added insult to injury.

You may be asking why I gave them more than one chance and believe me I have learned my lesson. I accept my role in returning after a lack of care was shown the first time.

While I really appreciate the people who were kind enough to offer us the food received for free, I would have rather paid. At least then I could leave with my dignity. I am not sharing this information bc I need anything in return, but bc I know the value of feedback. I do not believe I will return to this location for a while if at all. The decline in service is very unfortunate as this is the location closest to my house and I looked forward to this location...

10/5/23 Let's Gooo 7Million Google photo views 🎉 So today was my first time visiting the original Chick-fil-A in Hapeville Georgia since it has has reopened as what I call Chick-fil-A City! Honestly I am ATL born & raised but today was the very first time I went in to enjoy the Chick-fil-A Dwarf House, my mom just turned 62 and she has never been to the original Chick-fil-A (she's not the biggest fan of boneless chicken) but I believe she will thoroughly enjoy the honey pimento cheese original chicken sandwich. I had previously given them only 1 Star ⭐, it's just 3 for now until I finish my Chick-fil-A experience YouTube video, and cuz Google only offered me +5 point to update my review.

#iSERGthat I truly hate to go against the home team... But just like the Atlanta Falcons Chick-fil-A is just way OFF lately, & the Menu is HONESTLY BORING. I Mean... how could they think to put a Mac & Cheese on the menu before a WHITE CHICKEN CHILI, are chili cheese waffle fries too much to ask for!?! Plus... it's about darn time that we get a new salad, and finally add SPICY CHICKEN TENDERS to the sad menu frfr. I digress!!!

I'm only doing this review because this Chick-fil-A that I frequent about 15 days a month got my order wrong two days straight (even after speaking with the general manager Mrs. Carpenter before I got there over the phone). I ordered large they gave me medium, I ordered chicken tenders they gave me TRIPLE FRIED/ BURNT/ Xtra HARD TO CHEW NUGGETS (you can tell how many times they were fried by how much grease is in the box). ALTHOUGH they tried to rectify the situation by replacing the order, I had to go through four people & wait 45 mins. I called before I got there and when I arrived, and still waited that long.

The guy had my food in his hand, walked around my car three times, and even after I asked him was the order for Sandy (because I had waited so long and the food look like my order) HE GAVE IT TO THE LADY IN THE CAR NEXT TO ME, she looked at it and practically threw it back @ him. Once he came back out to the car to ask me what my order was again for the 6th time, he told me that was my food ( saying they couldnt find me out of only 3 curbside cars) but he will have the order remade.

I watched them throw away the Fries but re-bag my sandwiches & what was supposed to be tenders (I HAVE NEVER Ever ORDER their NUGGETS), and they proceeded to pour the medium drinks into large cups, also not discarding the STRAWBERRY FROSTED LEMONADE with the open-top after he paraded it around outside inside another car.

Needless to say... I HAD JUST GOTTEN OFF OF WORK, I REALLY DIDN'T EVEN WANT THE FOOD ANYMORE because I'm tired of Chicken BUT STAYED BECAUSE IT WAS FREE. This was a remake, you messed that up SHOWING HOW DISGUSTING THE ORIGINAL CHICK-FIL-A COULDN'T BE WITH THE GENERAL MANAGER PRESENT DURING A PANDEMIC & now I definitely need to take a break from this place for a while. This was their very FIRST mistake with me, but the most disgusting by far. This may seem unbelievable some a Chick-fil-A (I wish I recorded it) but the GM can check the cameras and watch this horror...

Nostalgia keeps me coming back, but for how long? We have been customers of the Original Dwarf House in Hapeville for over 50 years. However, the excellent service, which was always present, is waning quickly. One main reason is that servers on the full-service lack good listening skills which has resulted in wrong orders for us EVERY single visit for the past 3-4 months. Today, our tea order was wrong, we didn’t get every item ordered and the scattered potatoes ordered extra well done were barely cooked. We no longer order fries because they are consistently served cold or luke-warm at best. There were two bright spots tonight on the full-service side of the restaurant…..one was the server who tossed the whole breakfast platter in the trash to the complaints of two other servers. She explained to both of them that by the time the scattered potatoes were re-cooked everything else on the platter would be cold….exactly right! Because of her second mile service and care for the quality of food, the breakfast platter was served fresh and hot (although it arrived after my spouse’s meal had been eaten). The second bright spot was the pleasant attitudes of the servers which not always a common experience in the evenings. If the problem with listening to the customer was a priority, then most other problems with wrong orders, etc. wouldn’t happen and servers wouldn’t appear frustrated all the time when customers have to ask for things that were prepared wrong or not received. Being attentive and listening to customers (customer service) is a standard Truett Cathy prioritized and should be a standard still expected at the location on which this company was founded. (p.s. We were sitting at the counter which is why we saw/heard the exchange over the breakfast platter being thrown away. We also observed the grill cook put my hub’s grilled onions on the under cooked order of scattered potatoes. The cook scraped them off the potatoes when she realized her mistake. So, only a major problem if someone hates onions or...