Chick-fil-A — Restaurant in Jersey Village

Where to begin. This will be a long one.

I have never, ever had to complain about a Chic fila location before. I have always been treated well, sometimes even better than I feel I deserve for trivial lapses that most (okay all) times I didn't even notice to begin with. But today, today has me feeling like I'm living in the twilight zone with how I was treated today.

Around 10:15 am (04/29/25) while slammed at work, I ordered the bacon egg and cheese muffin meal, four count chikin minis, and a frozen coffee in the chic fila app and paid. I also cashed in my birthday cookie. The app said delivery between 10:45 am and 11:00 am. I put my phone up and continued helping customers. Around 11:00 am I retrieve my phone, to find that my order has disappeared from the app. No signs of a refund. Even birthday treat didn't resurface. I checked my credit card app, and saw that I had indeed been charged. So, I called the store. When you call the store, you are routed through a call center which is mildly annoying, but they seemed nice, they listened, and let me know they would have the manager reach out to me momentarily. Fair enough. At this point, I'm starving, but I knew from past dealings with other Chic Fil A stores (Like Copperfield and Towne Lake), I could trust them to make it right, and do what they could to get me my food.

I never got a call back. Wierd, right? This is chic fila we're talking about. The gold standard of customer service.

After I could finally escape for lunch, at this point a little after 1 pm, I drove directly to the store (hungry!) to figure what the heck happened. I parked, walked up to the window, and after sometime, someone finally acknowledged me. I asked to speak to a manager.

A short, Hispanic appearing young lady made her way to the window. I did forget to get her name. I explained what happened. She then told me they weren't responsible for my food going missing, and that I'd have to check with whichever food service, in this case door dash. She said they stole my food, and that I'd have to get a refund from them, even though I ordered through the chic fila app. At this point, I'm flabbergasted, but give them the benefit of the doubt. I stepped back from the window and called Door Dash. Door Dash came on the line pretty quickly and looked up the order. The Door Dash rep then recited the notes left on that order that the Dasher showed up and was told BY THE LOCATION that they cancelled the order.

At this point, I feel lied to.

I walked back to the window and got another associates attention to get the manager back to the front (tall black guy with dreads, super helpful and went right away to get the manager). With Door Dash still on the phone I told her exactly what they told me. At this point, now she (the manager) says they don't cancel orders and asked to see the email Door dash sends us. I then ruffled through my email and, sure enough, a follow up email did indeed say the restaurant canceled. She then seemed to begrudgingly take down the last four digits of my credit card from the email, and said she'd look into it real quick. I said okay, backed off the counter, and then proceeded to watch her not do what she said she'd do. Disgusted, and hungry, I got back into my truck, and drove across the street to Taco Bell, picked up some lunch through the drive through, and rushed back to work and ate in between helping customers.

I think we all know what happened here. Someone didn't want to make breakfast when they stopped serving at 10:30 am. Could I be wrong about why? Probably. But the evidence seems to support my point of view.

Chic Fila has let me down. It seems this manager doesn't care. My wife orders multiple times per week for my daughters as we keep a busy schedule with sports and other activities. I'm a former red member, and I'm sure my wife is still a red member.

I think it may be time for us to take a little (maybe permanent) break...

It doesn’t matter if you order through the app or go inside, the wait is ridiculous at this location. Long story short, I placed an order for pickup to take to my son for his birthday lunch at school. They don’t start serving Mac n cheese until 10:30 but I wasn’t worried because normal locations don’t take long to have your food out. I placed my order at 10:30 for pickup, only for them to tell me they couldn’t see my order.

I waited there while other customers came in to complain about how their order was wrong or had been waiting 15 minutes. I had to go to my car for my phone to prove to them that I placed the order and all of a sudden they found it. I ended up leaving without the drink because they took so long that I was going to be late for my sons lunch.

It took me 6 minutes to get to his school but because it took them forever and a doggone day to “find” my order I got there at 11. His lunch ended at 11:15. He was crying at the table because he thought we weren’t going to make it. I felt horrible and wish I would have stopped at the chick fil a by our home instead.

I will NEVER go back to this location again. I know this may be a “small” issue to some but the inconvenience was horrible and the pressure and pain of walking in seeing my 7 year old crying because we were late is not ok.

Also before anyone says it, I would have ordered well before time but they don’t start serving the Mac n cheese before 10:30 and at normal chick fil a’s it takes not even a couple of minutes to get in and out.

I called the customer care number and reported it online but I just wanted to warn others in case the other people didn’t post on the lack of customer service and...

This location is one of the worst locations we've been to. Our food preparations seem to be slipping @ 2 well known locations (1960 near Eldridge is the other one) where the chicken sandwiches weren't even hot & the cheese was so cold & didn't even melt like you would want your cheese to be somewhat melted & the chicken to be hot. Now @ this location they completely messed up the order & cold chicken & cold cheese too & @ the other location mentioned my husband asked for my sandwich to be heated up & to melt the cheese but nope cold cheese again. It was like they kinda reheated the sandwich & slapped a new piece of cold cheese on it. So we left & went home & heated our food up ourselves. So disappointed in both locations. It's gone downhill in food & service I don't wanna go there again. Now their nuggets ARE good & hot & their Diet Lemonade which I ALWAYS get is ALWAYS perfect but they can't get their sandwiches right lately. You would think asking for it to simply be reheated it would be right the 2nd time but nope. Now @ this location of this main review I ordered my reg chicken sandwich w/out it being a combo cuz I don't like the fries they give me a combo anyway & charge me for it & messed up the way I asked for it. We were so upset to put it mildly that we didn't finish it or go thru the hassle of a price correction to our bank card. Avoid this place unless u can get your order right. We dined in & I can imagine the drive thru mess ups but u can't rectify it once u leave & realize your order...