Chick-fil-A — Restaurant in Kingsville

Went to dine here on a road trip and there are select few fast food restaurants that I choose to eat... normally, Chick Fil A performs extremely well. However, this location has some gaps in their guest service. As someone that has been in restaurant management for 12+ years, please allow me to shed some light into how you can elevate your level of service.

It was a hot day and my wife and I decided to eat at the patio. One of the items we had ordered was a Frozen Lemonade. All was fine until we began to eat our meal and 10 minutes into eating, her frozen lemonade was half eaten but melted. She does not like melted things that were intended to be a frozen treat. I went inside to make a request to be remedied with a half full container of the Frozen Lemonade since no one was going to eat melted Frozen Lemonade.

I was first speaking with a crew member who eventually got a Shift Leader. I understand that they are just doing as they are told or according to policy. However, I did not feel that my request was ridiculously out of line for it to be shot down so quickly. I calmly asked for a manager to maybe speak my case and see if it was just a lapse of guest service training. Hourly staff can only be permitted to act with such freedom so I get it. My issue isn't the way they handled it but rather the "manager" or "director" that came by. They were having some kind of corporate training.

I really hope the person I spoke with was not a "director" because the way they handled the situation was poor as well. It would make sense if that person was the "manager" as hourly staff is a straight reflection of management. Poor guest service and execution... after explaining why I was hoping to get a half full Frozen Lemonade, he proceeds with several pauses as to carefully select his words to say that because of the "conflict", he was going to compensate me with the Frozen Lemonade. I am unsure why he saw this as a "conflict" as it was a rudimentary case of basic guest service. To satisfy a very small request that costs cents is a sure-win for the business. And to be met with empathy. However, there was none and not only that he handed me a full cup of Frozen Lemonade. I found that gesture to be a bit offensive because I clearly stated what I was hoping to be compensated with. Not sure if he assumed I was trying to get a "free" Frozen Lemonade but his gesture certainly felt that way. I just wanted my wife to enjoy the remainder of her beverage.

A simple, "Sure is hot outside, although, this is not an ordinary request let me take care of you so that your experience today may be excellent." They really missed an opportunity with this "director" or "manager". That young man had very little exposure to conflict resolution or management which made me feel he was the "franchisee". It was a poor reflection of the brand to be so inflexible to create a positive guest experience. As a fellow manager in the food industry, I was appalled.

This review is intended to be informative to the management and/or franchisee. This incident occurred on...

Never in my life have I encountered a Chick-Fil-A quite like this one. Chick-Fil-A is widely known for its customer service, this is what separates it from the rest. This location for whatever reason has a lane for mobile orders, the lane itself is not labeled saying “express ONLY”, it does have signs next to it about express orders. I did not realized it was an entire lane until I fully pulled up to order. Once I realized, I sat there in a state of confusion, not knowing whether I should back up or what to do. I ended up pulling up my app to order online when someone asked me if I had a mobile order, when I said no they asked me to BACK ALL THE WAY UP and go to the other lane. This drive thru is not set up where you can easily do this. Once I got into the other lane it was 10:21 and I asked if I could order lunch (every location near me will gladly serve lunch before 10:30 including the Chick-Fil-A I managed in Willis, TX) to which she responded “no we cannot serve lunch until 10:30 exactly”. I paused in confusion about what to do now, and said “okay I guess I’ll have to back up and park for the next 9 min and come back”. I proceeded to back up, solely relying on my backup camera, when someone started pulling into the lane I was in which made it where I couldn’t fully leave the drive thru. I decided to pull into the express lane and just put in an online order. After looking at my maps to find the zip code, I began ordering and the app wouldn’t let me put in the lunch options until 10:30, it was 10:28 and I decided to just wait the 2 minutes since nobody else was pulling into the express lane. Next thing I know, a team member walks up and asks me if I have an express order to which I explained that I was trying to order it but needed to wait a minute to be able to order lunch, to which she responded that I needed to leave to complete it, and I looked at her in a state of complete disbelief and explained how uncomfortable I felt with their customer service and how I couldn’t even believe how they were handling everything and that nobody was even behind me. She proceeded to say “I’m sorry, it’s just our policy”. At this point it was 10:30 but I no longer had any interest in ordering from this location. Not only have I never experienced this type of treatment at any Chick-Fil-A, there was also a line that was not moving in the drive thru. I’ve NEVER seen this at Chick-Fil-A. I felt as if I was in an alternate reality. I have never complained or even reviewed any establishment, I’m not the type, but I could not believe the way this Chick-Fil-A was managed. It is completely off-brand. Do not come here and expect the traditional hospitality you receive at other locations. Go across the street to the...

DISAPPOINTED! Coming back through Kingsville after an appointment and my wife and I decided to stop for lunch. . This was on 09-12-2025 @ 12:51pm. Order 2880600. We had a sandwich/fries/drink (lemon frostie) for a Lunch Grand Total of $27.41.

We are two old senior citizens, that just wanted a quick bite. We didn't expect such a high price for what we got. But, we paid and that is that.

Anyway, the young lady that took our order was nice and provided great customer service. That is where it stopped.

We got our food from the drive thru line and got back on the road. My wife's found her sandwich had burned/blackened pretzel buns as was some of the chicken too. That's just not right. Food should not be sent out to customers like that.

My order was a spicy deluxe with no tomatoes. Well it came with tomatoes however with the outside noise it may have been hard to hear. No big deal, I just took them off. Although my buns were ok and not dark/burned, the chicken seemed burned around the edges and oddly enough barely luke warm, like it had been sitting out prepared in advance for the lunch rush. OUCH

It it should have been fresh and at least hotter than the french fries. That goes to poor management oversight, training and employees turning out food other than what is right.

Just doesn't make good sense or a good business model. One would think most of the time the product you sell is great but when we or others get sub-par food quality, like what we got, that doesn't help retain/maintain customers.

You really need to look into that so food quality going out the door/window is maintained. What ever you do, don't deflect just work a bit...