Chick-fil-A — Restaurant in Houston

I’ve been coming to this Chick-fil-A location regularly for a long time. I’m such a regular that many of the employees recognize me, and there have been countless times when they’ve applied a police discount without me even asking, even when I wasn’t in uniform. They simply remembered that I was a law enforcement officer and honored it without hesitation.

That’s why I was genuinely caught off guard today when I was told by a newer manager, Christiana, that the discount is only applied while in uniform. Honestly, thats very normal and I’m actually very familiar with the fact that most Chick-fil-A locations don’t offer the discount unless the officer is in uniform, and that’s completely fine. Christiana wanting to suddenly enforce that policy at this location is understandable as she might be newer to the location, and not be familiar with this specific restaurant's culture.

Her being unaware of this certain location's above and beyond/second mile service culture became even more aware as her delivery was extremely poor.

When I kindly asked if she could honor it just this last time based on their consistent past practice, I also made sure to thank her for letting me know and told her Im glad to be made aware of it. Still, she didn’t show a smile, didn’t acknowledge anything I said, and just repeated the policy with a cold, dismissive attitude. Really, I couldn't even see a manager from the worst chick fil a locations respond like this. I felt like it was the type of response you'd get from a 2 star mcdonalds drive through worker at 2am in downtown houston.

This location has always had great service, which makes today’s experience all the more disappointing. I’ve come to expect a standard of professionalism and hospitality from Chick-fil-A, and unfortunately, Christiana did not reflect those values. A chick fil a manager, but it's not her pleasure.

I'd love to here a response to this, and look forward to seeing Christiana change her attitude, and give this location the 5 stars...

This location doesn’t even deserve a 1 star!! By far the worst experience I had EVER had at a CFA. One night I had gone through the drive-thru. I got home & noticed they had forgotten my large fruit cup. I right away called the restaurant and explained the situation to the manager. He then said I could go back to get my fruit cup (which BTW, I should not even have to do that) it was late and I was tired. Or he said he could put the large fruit cup in my awards on the app. I said OK, that would be fine. Well he had failed to do so..so a few days later I had gone back for dinner & explained what had happened last time I was there, and if they could just give me my fruit cup this time.. wow.. I was absolutely stunned at how much trouble they gave me. Mind you.. I have had other CFA locations mess up my order and not once did they ever give me a hard time. EVER. This location was a whole different story. Jorge and Ivan, who are both managers, gave me SO much trouble. They asked what day I was there… I told them. They asked what time it was… I told them. I even showed them the transaction on my bank app. I was there for at least 15 minutes with them trying to just get my fruit cup that I had already payed for! They made the mistake of not putting it in my bag & they made it seem like I was lying or something. Why would I waste my time and their time? I’m positive if I had gone to any other Chick-fil-A location and this had happened, they would have given me no issues. They said they could not give me my fruit cup. I was absolutely baffled. Why would they not be able to do so? I had payed for it and they failed to make sure my order was complete. Finally, after 15 minute of trying to just get my fruit cup ( I had gone inside at that point) Jorge (the manager) grabs a bag, puts a fruit cup inside and says “don’t ever come back to my store again!” I was absolutely shocked at how much trouble those two boys gave me. And not once did they apologize for...

I don't typically take time to write a review because it's usually not worth it but I just feel I need to give this advice if you go through drive thru: Check your stuff before you drive off. I try to be understanding and patient because my daughter does to go orders at her job and mistakes can happen. But when mistakes happen, they fix them. I went through drive thru two days in a row and on day #1 they gave us a sweet tea when we ordered unsweetened tea. We were already halfway home when we noticed it and just tossed the drink because we were running errands all day. We went through drive thru again the next day and placed an order and I specified, "Can you make sure the tea is unsweet?" as I attempted to explain what happened the day before. Dead silence. Then they just said, "That will be $23.00 at window." When I got the window I told them about the wrong drink the day before and wanted to see if they could just take the price of tea off this bill." That really messed them up. They tried to give me another tea. I said "I don't need another tea. You just gave me one. I was trying to see if you would take this off my bill or give me a credit."

These employees work hard, no doubt and they are good at reading a script but if you go off script, they seem to struggle with problem resolution.

When the employee tried to tell her manager what happened, the manager was saying right in front of me, "Did she call first?" again, adhering to a script.

I said, "No. I'm here in person. You can just look at my profile on my app and see I was here yesterday. "

They said they would put a drink credit in my account but I will be suprised if it happens.

Then I drive off and they left out my straws for our 4 drinks. I know. First world problems, right? But try drinking out of a cup with no straw driving...