Chick-fil-A — Restaurant in Knoxville

I would strongly recommend AGAINST patronizing this establishment. I placed a simple order at this location on Monday, April 23, 2018. I ordered a Chick-fil-A sandwich meal and a small cone of ice cream. After I was more than half way home, I realized that they failed to give me the soft drink that I had paid for as part of the sandwich meal. I called the store to explain what had happened. I spoke to a guy named Matt who said he was a manager. When I had explained what had happened, instead of offering a sincere and heartfelt apology, he became very defensive, argumentative, and immediately began making excuses. He said “well, we’re only human, and mistakes happen.” Then the only thing he offered was a free drink the next time I come into the restaurant. Seriously?? And how is that supposed to work exactly? This is not a location that I frequent very often. And, what happens if you are not on duty? I explained that this was NOT acceptable. I ordered and PAID for the sandwich meal for a reason. So that I would have something to drink with the food. The very least you could have done was offered to replace the meal since your employees failed to properly complete the order. And, to make matters worse, you were NOT busy, which I understand is pretty rare. Only 2 cars in front of me at the drive thru, and very few customers inside the store. I counted at least about 6 employees as I arrived at the pick up window. When I told Matt that I felt that sending a card in the mail for a replacement meal was the fair and reasonable thing to do, he seemed to have a problem with this. And, seemed reluctant and/or unwilling to correct the situation, and make it right. Then, I advised him that if he was unwilling to help, that I would reach out to corporate instead. After I gave him my address and personal info to allegedly send a gift card to help compensate for getting the order wrong, he then became silent. Nothing else was said. He did NOT attempt to confirm my personal info, or anything else. It was clear that he could have cared less. I assumed the conversation was over, as he had nothing else to say, so I released the line. Unsatisfied as to how the situation had been handled, I decided to contact Corporate Customer Care. While I was on hold with corporate, The manager Matt, called me back, allegedly under the pretense that he wanted to confirm that he had accurately recorded my address which he had NOT. The address was wrong. This is hard to believe. If he wanted to confirm my info, it could have easily been done during our first conversation, instead of going completely silent on me for more than a reasonable period of time. The real reason that he called back was in an effort to intercept and dissuade me from contacting corporate customer care. He then used this as an opportunity to continue making excuses for the mistake. He made the comment “ well people seem to have really high expectations of us” implying that simply asking you to get the order right, and give me what I paid for was somehow unreasonable. If he doesn’t like working in a customer service field for a company that has higher standards and expectations, then maybe he shouldn’t be a manager, and should pursue other interests. This isn’t he first time that I have had issues with order accuracy either. I have spent countless dollars patronizing Chick-fil-A over the last 30+ years. Now, you have lost a customer forever. I work in a field where I come in contact with hundreds of visitors to this area on a daily basis. I will make it a point to share my experiences with everyone I meet, everywhere I go. And, I will strongly recommend AGAINST this dining establishment. You haven’t earned my business, and do not deserve even 1 star. Especially since you don’t even have the human decency to try and follow up and correct the situation. There is still power in word-of-mouth advertising, as well as social...

While I think Chick-fil-A overall is one of the best fast-food restaurants to exist, this location was nothing but embarrassment to the brand, food and core values of the Chick-fil-A chain. A chain built on southern hospitality, courtesy, and good fried chicken that is what attracts people to visit Chick-fil-A. In this location, my order which was a simple Deluxe Spicy Chick-fil-A sandwich with a Oreo milkshake was so faulty, I thought they have mistaken me for another customer until looking at the receipt, I saw my name. they gave me regular non-deluxe chicken sandwich and a vanilla milkshake. While I understand that mistakes occur, and they were busy, I politely requested that only my milkshake be corrected (knowing fully well that the whole order was faulty). I was met with a look of disgust and impatience. Furthermore, to "replace" my order, they only blended a couple Oreos into the already built vanilla milkshake in front of my eyes. Was I at fault for requesting what I paid for? Did I do anything to deserve the nasty behavior the young lady addressed me with? and does this store not have a shred of decency to provide the orders as they should? It seems as if they are only interested in making a profit.

In its core, this review just highlights my disappointment; my disappointment that Chick-fil-A was once the pride of the south, but now its respectful demeanor has been muddied by such behavior. More so, I am frustrated, that the manager heard my request and turned a blind eye to the whole situation. Is this how a customer should be treated? One should ask themselves if they are okay being treated as I was if they want to buy food from this location. Apologies for such a long review but I...

Ordered door dash. Salad came without dressing. Called store and the manager told the poor employee on the phone to tell me...

“I’m not going to replace a $8 salad over a .30 dressing”.

Have you eaten a salad without dressing? Most people will say that the dressing makes the salad.

Asked to speak directly with the manager and he/she didn’t have the fortitude to talk directly with me on the phone....

Not the response I expected for chic fil a... very out of character for them... occurred at 1815 on 21dec2020.

Managers name was Jeff, Jackie and cole... none of them would take the time to talk to me....

Had to talk to the poor employee for 30 minutes to finally get her to put me down for a replacement salad sometime in the future... guess I’m out of luck tonight...

Again, so disappointed in chic fil a... I expect this from the Golden Arches... but not chic fil a...

Manager called me a little later... cole i think... apologized but took the time to tell me that he didn't put dressing in because we didn't select the recommended dressing. We selected dressing... I wish I could show you a receipt, but they didn't put one in the bag...

The big thing here is that the manager told a poor employee to pass a terrible message to the customer instead of teaching them how a manager should act. Very unprofessional and unsat.

Update: a Lady named Jackie called the next day and apologized. Said this was out if character for them. Also said door dash doesn’t show dressing on the order receipt if you choose the recommended dressing... it’s a glitch on there end. Hopefully the “manager” learns...