Chick-fil-A — Restaurant in Landover

I went to the Chick-fil-A today 6/23/2025 ,store 04611 landover hills MD (Operator Jessie Chesson) at 12:13 pm, I went to order a cobb salad, medium fry and a Large ice water with lemon. I then went to scan my phone to receive my points the gentleman CJ which was the manager gave me my total I paid then he asked me to wait so he can get my drink.

I observed him getting me a small cup with ice water/lemon, I said CJ I would like a large cup of ice water not small he then proceeded to tell me your policy is we cannot give you a large cup of ice water. I said I can't pay for the large cup? He said no, so I said never mind just give me a large orange soda he then proceeded to tell me that he could not do that either.

I said I don't understand if I want to pay for a large drink that you cannot charge me for that, I cannot do a large cup of ice, I said no ill take the actual soda. So then I looked over and asked Tim another employee is that true is there someone else I can talk to ? Tim proceeded to tell me that CJ was the manager I said OK so no one wants to ring me up for a large soda so they proceeded to walk away from me still not engaging me at all.

I then proceeded to ask for anyone's help to give me an answer and no one would help me at all they just went to ring up other people around me for i stated I'm not moving till I understand why I can not purchase a large organe soda.

Then I said this is ridiculous I don't understand ,I said do I need to call the police myself how can I not be able to pay for a large soda, then Brenda another employee proceeded to bring me my food which was supposed to be dine in, I said can you please put that in a bag for me. I now felt unsafe and disrespected wherefore I did not want to dine in. She did so and then I asked Brenda well can you just ring me up for a large orange soda Brenda was about to ring me up until Tim told her to not do that .While i stood there waiting for my food, CJ the manger twent over to one of their employees that was in the drive through area to come over with the iPad to record me as I stood there, now I did not consent to being filmed at all which is a violation of my privacy rights. I obtained my food I left the small ice water there on the counter and then I left. I'm writing this up because of the following reasons: I have review your policy and procedures and do not see anything pertaining to not being allowed to purchase a large ice water with lemon. The lack of humility and empathy that I received on a 100° weather day here in DC for a large ice cup of water or even just a large orange soda I have never been to a chick-fila where I have been disregarded ,disrespected and not given what I asked for even when I was willing to pay for it .Therefore I wanted to make known that the leadership and the employees that are there at this store are not in adhernce to the Chick-fil-A policies of kindness or how the customer is always right, for them to be a Christian organization they should have better leadership...

I'm really not a Chick-fil-A fan, but hear me out. I've heard the hype about the service and all, but nothing over the top was experienced with that at all. Someone took our order (through the drive thru) and moved on. We didn't get any recommendations or anything, just the regular greeting from a cool, mild-mannered teen. However, I'm also not aware of the best menu items, so I got a spicy chicken sandwich with cheese meal. The line was long, but it moved quickly, so there were no problems there.

Now, let's get into the food 😋 I will say it was absolutely top tier for any of the fast food I've eaten (outside of the Halal fast-food that I love.) The bun was warm and not smashed, the lettuce was fresh and crisp, the curse was melted nicely, not burned or old, and the CHI-CKEN was crispy, crunchy, hot, and spicy just the way I like it 😋😋. I added honey mustard to it and went to town after the 1st bite. It wasn't needed, but I didn't want it to spill after my daughter used a little for her nuggets. The nuggets I didn't get to try, but I think they should be sold by weight and not by those tiny NUGGETS that look like someone trying to stretch a piece of chicken. Later for that, especially since she didn't complain. Needless to say, we never left the parking lot 😆 🤣 and everyone ate all of their food in the car. The fries were also hot and delicious 😋 and complimented the sandwich well. I'd definitely give this location a 10/10 and will save this place as the ONLY Chick-fil-A I'll eat at in and out of MD.

The trashcan wasn't overflowing with trash, and the outside seating area that we didn't use due to it being a little cold that day was nice and clean as well.

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It's always an issue with this chicfila and unlike other chicfilas where staff make a good attitude part of their service this isn't the case at this one, in particular the manager. After spending $60 and making it home and my wife realized they forgot parts of our order, she went back thru the mobile side drive thru and let someone know, 15min later with no one helping she asked for ghe manager he rudely said "you haven't been helped because you're in the mobile side, move forward" my wife said "I don't want to move up again I would much rather wait and get my food" he immediately said he she didn't move up he would not serve her food, 25min later she asked for a refund a he refused.... I drove up after and asked him if he issued my wife refund he said "no j Wong issue the refund" instead causing a scene i told my wife to call the police which she did they arrived 30-40min later while we were still on the mobile line, yes unfortunately forcing people behind yo delay... but if thos manager had any real people anf business management skills when he was first told how thru order was messed up abd we had to drive back he would of got it done as quick as possible and sent her on her way, instead he was on a ego trip and technically "if you don't move out the way, i won't serve you food or refund and I'll loose a customer, also delay my line of other customers, upset them and so what"

If I'm the franchise owner I'd rethink who I have managing my location, because there's clearly a reason they have a 3.9...