Chick-fil-A — Restaurant in Keller

Previously reviewed at 5⭐ but after a recent bad experience I'm changing it. Had 2 mobile order pick ups & 2 to go orders I placed for my staff & myself. Bethany checked me in for the mobile orders & asked an employee in a green shirt how long it would be, she was told to inform me 5 minutes. She then took my other 2 orders so I stepped aside to wait. After about 5-8 minutes, my 2 to go orders were given to me & I asked that they check on my mobile orders. I was informed it would be up next. After another 10 minutes, I got back in line and asked it be checked on again. An employee used the pick up order kiosk to check me in at that point & receipts printed like i had never been checked in... After another 15 minutes & my complaining again, my order was finally brought to me. Never did a manager step in and offer up a reason or apology, nor did the employee who delivered my food. I was really unpleased by all of this and was in store over 30 minutes from the time I checked in till the time I was finally delivered all of my food.  While standing & waiting there I also watched as 5 other customers had to come back inside or up to the counter to get their order completed or corrected. I know it was busy, but clearly they could benefit from better management during their busy times. Most customers who placed an order were asked if they had the mobile app and knew about mobile ordering, but if they dont bother to make those orders or check people in properly what us the use of convincing more customers to use it?

I submitted this online privately and really expected to be reached out to, got an email saying my comments were submitted directly to the store and they would reach out for further assistance. That was on Sep 17th, and have not heard from them. Even after the bad experience I let my 5⭐ raiting stand figuring it was one bad time, but after being ignored I feel like I am clearly not valued as a customer, so I changed it & posted this...

I recently went through the drive through at this location and I can honestly say I have been to countless chick fil a locations in my life and this is by far the worst . With a recent order they asked me to pull forward , no big deal I understand it happens , but what bothered me was watching 20+ cars pass by while I was waiting in my car for my uncomplicated order . I stepped out of the car to ask what was wrong and the girl I asked told me they were having issues with the sandwiches but I didn’t order a sandwich. I got back in the car to keep waiting and saw more cars pass before they finally brought our order out . By that time I was exhausted , irritated and just wanted to go home. When I got home I saw that they got the order wrong . I called and spoke with a manager luckily she was able to pull my order with the number on the bag because they had failed to give me a receipt. When she pulled the order up she was telling me what she saw and they also had over charged too. They had charged for something I didn’t order so the manger told me she would refund it back to my app . I waited and waited and waited but no refund so my husband asked about that order when he had to go in because they had forgotten my daughters cookie on a different order . Wow they messed up on 2 different orders in a short amount of time , they gave him a cookie and said they would refund to my account . Never got the refund to my account so husband called again at this point it seems as if going to this chick fil a location is asking for stress. It’s shameful this location is not living up to the standards the chick fil a brand has worked so hard to create . At this point I will drive a couple miles farther to a different location if we want chic fil a or even McDonald’s for...

I visited this Chick fil A last Friday, February 2, right before the lunch rush started. I was actually the first person in line at about 11:55am. I placed my order which was an 8pc nugget and salad combo, then found a seat in the dining area. (Side note- I am also 8 months pregnant) I waited about 10 minutes and had not received my meal so I decided to switch tables thinking maybe the associate delivering my meal was not able to find me. I noticed that there was a pickup counter with a line of people who had ordered behind me, picking up thier food already so I figured I must have forgotten to pick up my food assuming it would be brought to my table. I walked up to the counter to pick up my food and the manager on duty- Shawn- looked right at me wihtout even asking what I needed and said "We are really behind right now so I am going to need you to be patient"...I had not even said a word yet! I was in shock.Several customers standing at the counter heard and their mouths dropped open. One man even apologized on the managers behalf and offered me his meal acknowledging that I am pregnant and stated "that is no way to talk to a pregnant woman". I stood there waiting for another few minutes before Shawn brought me my food even though I could see my order sitting on the counter. He didn't apologize, didn't even look me in the face when he finally gave me my order. I have NEVER received bad service at ANY Chick fil A so this was quite disheartening, especially since this man is a manager. I will not be returning to this location...