Chick-fil-A — Restaurant in Hinesville

Update:

So, I posted this review 10/10/22 and within 23 minutes, a response is posted. Seems incredibly odd to me that you could reply to a Google review so quickly yet fail to respond to the voice mail message that I left at your restaurant location on 9/27.

That same day, I sent a message through the CFA app customer support describing my issue. I heard back from corporate the very next day informing me that the location would contact me within 72 hours. That did not happen. A week and a day or so later, I reached out to corporate again letting them know that I had not heard from you. Yesterday, a "reward' replacing the incorrectly prepared shake was dropped into my account. No email or no apology for failing to initially reply. From your tone, you probably think you and your associates are perfect and couldn't make an error, but it happened and it wasn't the first recent failure.

I would assume that this is likely due to the priority you are clearly placing on providing prompt, vague Google commentary.

You definitely seem to be resting on Chick Fil A laurels, leaning on the reputation that the company worked so hard to build. If metrics are eased, they can be more easily met which may be why you feel that the performance of this location is greater than what it is.

Be thankful that your location is within a market that has few, if any other mainstream options; many people are therefore content with decent food, someone asking for their name and your associates stating it's their pleasure when it so obviously isn't. In those circumstances, many will continue to spend their money on what is merely adequate food and service, and that description, Sir or Madam, is generous. Your sales probably look great, but trust that the former is the reason. Sales are not always a clear KPI of customer satisfaction but instead, situationally, a sign of resignation to the one option they know best.

You can continue to think you're "killing it" but when and if it becomes necessary to truly quantify customer satisfaction, I think you'll have a problem if you continue to fail to focus on what matters to all other locations except this one.

By the way, finding another CFA to support and that meets my needs will be easy; this is the first truly negative CS experience I've had with a CFA. To that point, Congratulations and Kudos are in order!

So, I'll let you have your snarky last words that I know will be posted in no more than 30 minutes. I actually have much better things to do - was just incredibly irritated by the experience and having to chase you to have it rectified.

Something has changed dramatically in approximately the past two or three months or so with the management of this location.

As with most Chick-Fil-A restaurants, you could previously expect kind, courteous service and a good meal.

Currently, their service is on par with the local Burger King and its equally poor service. Associates and therefore customer service experiences are no longer consistent. The employees seem as if they'd much rather be elsewhere each time I've visited in the past couple of months.

I won't go into detail here because I've already wasted a good bit of time doing so with the corporate office. However, the bozos now running day to day operations are still clearly in charge. No changes, no restored consistency.

My plan is to redeem all points, exhaust my card balance and rewards and close my CFA One account because there is no longer a compelling reason to spend my fast food...

I have always had great experiences at this Chick-fil-A location, which is why I was so disappointed with my most recent visit. I stopped by to pick up a bowl of soup since I am currently on a liquid diet after having surgery less than a week ago, and I was looking forward to having a warm meal. However, when I got home, I discovered that the broth had completely spilled inside the bag because the container had not been sealed properly.

Not only did this mean that I was left without the meal I had planned on, but the spilled liquid also soaked through the bag and onto the rest of the food I had ordered for my family. While their food was still technically edible, it was messy and inconvenient to eat, which made the situation even more frustrating. Since I am still recovering from surgery, I wasn’t able to simply go back out and get something else, making this mistake even more of an issue.

While I understand that accidents happen, I would have expected more care in packaging, especially from a restaurant that is usually known for exceptional service and attention to detail. I want to emphasize that this is the first time I’ve ever had an issue at this Chick-fil-A, and I truly appreciate the friendly service and quality food I’ve received in the past. However, I do hope that more attention is given to properly sealing food containers in the future to prevent this from happening to other customers, especially those with dietary restrictions or medical needs.

Update:

THEY MADE IT RIGHT! You did it again Chick-fil-A! I know that my experience was a rare one and one that does not mark the outstanding service I consistently receive here. Thank you for the management that reached out, apologized, and gave me a free soup on them! You guys are great! I will be spreading the good word of this establishment and continue to choice this site for my...

I visited Chick-fil-A this evening with my two daughters after my daughter’s soccer game. I ordered three meals—one for each of my girls and one to take home for my son. After sitting down, I realized that my daughter’s kids' meal was missing the fries and toy.

I went to the counter with my receipt to request the missing items, simply to verify what I had paid for. The young woman at the counter asked whether I had ordered inside or through the drive-thru, then asked to "see" my daughter's meal. She followed me back to our table and checked the bag herself, which made me feel uneasy and embarrassed—almost as if I were being accused of something.

They did provide the missing items, but a few minutes later, the same employee returned to our table and asked to see my receipt again. This entire interaction left me feeling uncomfortable. I understand the need for accuracy, but the approach felt excessive and humiliating.

My kids love Chick-fil-A, and while this experience isn’t a huge deal in the grand scheme of things, I don’t think we’ll be returning. I don’t know if this is common practice, but I hope the management considers a more customer-friendly approach to handling...