Chick-fil-A — Restaurant in Katy

Dear Chick-fil-A Customer Support, I am writing to express my disappointment and frustration regarding a recent order I placed through the Doordash app at the Chick-fil-A located in Katy Mills. I have been a loyal customer and have had mostly positive experiences with your restaurant, but this particular incident has left a sour taste in my mouth. On numerous occasions, my family and I have ordered from Chick-fil-A through Doordash without any issues. However, this time, we encountered several problems. Firstly, we did not receive our son's nuggets, which was a clear oversight. Additionally, we had ordered all large fries, but when our order arrived, all three fries containers were only a quarter full. Seeking a resolution, I called the store and requested to speak to a manager. Instead, I was met with a dismissive response from an employee named Denise, who identified herself as the Director. I explained the missing items and underfilled fries, hoping to bring it to their attention to prevent future mishaps. However, to my surprise, Denise showed no concern and made a condescending comment about the fries "settling in the bag," disregarding my valid complaint. As a customer, I expect to be heard and treated with respect. Unfortunately, Denise's attitude further escalated the situation when she abruptly ended our conversation by hanging up on me. It is disheartening to encounter such unprofessional behavior from someone in a managerial position. This incident has left me questioning the quality of customer service at this Chick-fil-A location. I have always admired the friendliness and professionalism exhibited by your employees, but this experience has shattered that perception. I am deeply disappointed and reluctant to continue supporting your establishment. I sincerely hope that you will address this matter and take appropriate action regarding Denise's behavior and the quality control at this location. As a customer, I believe it is important to bring such issues to your attention, as it reflects on your brand as a whole. Thank you for your attention to this matter. I genuinely hope that steps are taken to rectify this situation, ensuring that future customers do not endure the same treatment. Yours...

First of all I would like to state that we have been loyal patrons to this Katy Mills location since it first opened. I cannot tell you how much business I have driven here but between our school, play dates, and mom coffee lunches I can imagine a small fortune. I can tell there has clearly been a management change and it's not for the better. We will not be returning.

Decided to go through the drive thru today and didn't recognize a single employee nor were any of them smiling and happy to be there. Mind you it was an off hour so there shouldn't have been an excuse to the cold food and poor service we received. After pulling up the window, I was told to pull ahead and wait. I think I watched about eight cars go by and kept looking in my sideview mirrors and just kept seeing the outside employees staring at me like I was nuts. Finally our order was delivered and our fries were stone cold.I have NEVER had cold fries here. EVER. Turned back around as there was no line and the same employee asked why I was back. Told her what happened, what I needed replaced, and I was instructed to drive back to the window. No apology, no sincerity. When I arrived again to the window, more ignorant stares. The extremely unprofessional employee inside the window (I didn't get his name but he was wearing a hat and glasses) starts mumbling to the two standing outside the window and asks for my receipt. For the first time EVER coming here I didn't get one. I told him that the girl I talked to again sent the order through but he kept demanding a receipt that I didn't have. I was the ONLY car in line. Ended up giving him my entire bag of food that had our order label on it which was probably a mistake but I guess we will find out.

We will be taking our business back to Westheimer or Mason Rd. and will encourage others we recommended to come here to...

I'm somewhat sad to score a 2-star rating for Chick-Fil-A since it used to be one of my favorite fast-food restaurants in town. However, since the pandemic, they have moved their business model towards a drive-thru model and less so as a dine-in family-friendly restaurant. The latter was where the real value was for me and my family.

These places used to have "greeters" old enough to understand what it means to be a Dad or a Mom; most of them probably had grandkids. These people always made us feel at home, but now they are gone, and you only see high schoolers who do their best to help for sure but don't have any way to empathize with a busy Dad or a busy Mom.

Then it's all the matter about the bathrooms. Most of the Chick-Fil-A restaurants around this area have done some upgrades to their facilities but mainly aimed at their delivery process (parking slots for take-out, side door to deliver by the kitchen area). So, couldn't someone have thought about adding some foldable step-tool to the bathrooms so little kids can reach the faucet without getting all their sleeves wet? Such a small detail but so important when you want your kids to clean their hands before having their meal.

I just think the chain is moving more towards what other fast food looks like and less towards what truly adds value for a family. Sad to see. I hope someone who can do something on the franchise level does something to return to what made them special.

If management hadn't noticed, we weren't at Chick-Fil-A because of the chicken sandwich.

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