Chick-fil-A — Restaurant in Irvine

Update 5/28 Here’s my ice cream. Melting as I wait for my food after I’ve already wiped down the sides once. Yep, they prepped the ice cream first. I asked for a napkin so I could wipe down their counter. And then waited. And then asked for a bag because they were still melting minutes later when my food was finally ready. I was offered a paper bag?? I had to ask for plastic so it wouldn’t leak all over my car. Was offered an apology but really? Their timing is always off. Orders aren’t ready when promised. Ever. Corporate should pull some data points and help this operator out. Lots of staff, some with nothing to do. Seemed unorganized per the usual. This store operator must not be engaged - I can’t imagine any business owner letting performance like this slide.

2023: Let me start by saying we eat at CFA once a week. Crazy work and sports schedules, we are a fan of this chain. This location, however, is a poorly run franchise.

So disappointed by my latest visit - the franchise operator was there by the way, and made no attempt to interact. Placed a mobile order at 11:37am on 5/30/23, arrived and then waited over 20 minutes inside the restaurant for it to be prepared. For some reason it didn't come through on their computer so they never started it even though I initiated pick up through the app. That must be why so many other people were served before I was. Take it home only to find that there were no sauces included for the nuggets or sandwiches. My salad was missing the dressing, toppings, and utensil. Because we like condiments, I called the restaurant back to let them know I was coming in to get a new salad as it had now been 25 minutes since I picked up my order.

Nobody on the phone apologized to me, and when I arrived nobody apologized to for me having to come back due to their mistake. Only saying that it was my fault that I somehow did not ask for sauces. I then asked, well the salad comes with dressing, doesn't it? Was given a new salad and dressing as ordered, but no apology. Just very poor customer service, so many locations to choose from, I will not be coming back here. If you're out and about in Irvine,...

I had the worst experience at Chick-fil-A on 5/31/2024 around 8:30 pm. It all started with using the Mobile app to order food. I accidentally placed an order for a regular chicken deluxe instead of the spicy chicken deluxe. I thought it was a simple mistake that could be easily corrected, as these things happen to everyone.

When I realized my error, I attempted to fix it through the app, but it wouldn't allow me to go back and change the order. So, I addressed the issue with the Team Leader (no name mentioned). Unfortunately, she was direct and aggressive from the start, stating that once an order goes through on the mobile app, it cannot be changed. Her tone was unhelpful and dismissive.

In response to her aggressive demeanor, I replied in a passive-aggressive tone, which seemed to irritate her further. She became visibly flustered, frustrated, and her face turned red. While I understand that everyone can have a long day, it is no excuse for a team leader to act unprofessionally.

I pointed out that when an employee makes a mistake with my order, they are usually more than willing to correct it. However, when I made an error on the mobile app, I felt belittled. The team leader's response made me feel like an idiot, suggesting that I should get reading glasses to avoid such mistakes in the future.

She eventually asked if I wanted a refund, but I found this offer pointless since the redeemed points wouldn't be returned to my account. A refund should mean getting back what was spent, and in this case, it wasn't happening. Her choice of words was poor, and the entire interaction left me unsatisfied.

I left the store without getting the item I wanted and felt left with no options. I could either cancel my redeemed points and not get the food, which was already prepared, or accept the incorrect item.

The team leader at this location needs a serious wake-up call from the internal team, but I doubt it will happen. This experience has made me reconsider my dining options, and I am hesitant to return to this...

CFA is known for their customer service. This location puts that reputation to shame. EVERY time I order, my order is wrong. So much so that earlier this week when I was leaving the store I stopped to check the bag before I left. YET AGAIN, my $9 salad was packaged without dressing or toppings which I verified were noted on my order. Who eats a salad without dressing?! This is now the 3rd time in less than 2 months they've forgotten the salad condiments. Also, the container wasn't closed tightly and had I not checked before leaving, would have ended up spilling all over the bag on my way home. The sauces were also not provided (we had over 10 based on the size of our order) and I had to call that out to them.

Upon realizing their mistake I was handed a bag with the missing items without apology or acknowledgement. Imagine my frustration to come home, open the bag containing sauces to realize they yet again forgot the dressing.

Worst franchise ever. Will absolutely not come here again, headed to Woodbury or The District instead as those locations provide better service, order accuracy and are in better locations that are more easily accessible. Would rate 0...