Chick-fil-A — Restaurant in Lanham

It breaks my heart to write this review because I usually enjoy the customer service at Chick-fil-A. I visited the restaurant tonight and ordered a chicken sandwich, brownie and half a dozen chocolate chip cookies.

I absolutely love the cookies at Chick-fil-A. I love them so much, I tried to bake a batch and a failed miserably. Whenever I buy the cookies I always press on them gently with my finger tips to see if they are fresh. I only started doing this because I’ve received stale cookies (there was a sticker at the bottom of the packet that said not to eat after a certain date and that date had already passed), and burnt cookies (the bottom of the cookies were much darker and hard).

Now, I would not have to write this review if it was not for the poor customer service. I was told to pull over and wait ( 10 minutes total) and then the representative returned with a pack of cookies. I gently pressed on them with my fingertips and they felt the same. I asked the representative if it was the same cookies and she hesitantly said yes ( Thank you so much for your honesty. I know it was hard, but I appreciate it). She explained that if I wanted softer cookies, I need to order the individual cookies in the future. Quick question - why would the texture/softness of the cookies differ if they are fleshly baked? Hmmm...

The manager came out and explained that the cookies were baked this afternoon and they were as fresh as they come. I believe those were his exact words. For someone who gets these cookies at least 3-4 times a month, a valuable customer, I am telling you, they were stale. In fact, they felt like ginger snaps. He asked me what I wanted to do and I opt for a refund. It seemed as though I could either take the cookies as is (stale) or process refund. He did not offer to give me six individual cookies to ensure my request was met.

To be honest, I am really disappointed in the service more than anything else. I rave about these cookies to everyone I know. I always say Chick-fil-A has the best cookies. When you buy them fresh, they last about 5 days and still remain fresh!!!! If this was the first occurrence, I would let it slide. People make mistakes, perhaps someone over-cooked the cookies or forgot to discard the stale batches. You never know. But this keeps happening at this specific Chick-fil-A and I feel as though management needs to be aware. In this way, they can brainstorm ways to ensure that customers are not served stale cookies.

I hope my review brings some insight and resolution very soon.

P.S. I really wanted to give 1 star but I recalled the other times I received great service and decided...

Once entering the restaurant, no one was in line and I walked straight to the register. I waited about 2 minutes and no one acknowledged me. However, one guy (possibly a supervisor) made eye contact with me numerous times but never spoke. I noticed that everyone was busy doing something so the wait wasn't a huge deal. When the guy who made eye contact, walked away he asked me, did I need assistance (as if he didn't see me standing there for 2 minutes with my 2 year old on my hip). My response was, "Yes because noone has helped me". He proceeded to walk off while commenting with an attitude, "I was going to take your order but she can do it (pointing at a different cashier)". This was witnessed by another customer who was picking up an order.

I said a few choice words about his customer service and attitude and proceeded to order. A few minutes later, the owner walked in and I informed him of the situation. I made it clear that it wasn't about the wait time but about someone in a supervisory role being so ignorant and rude. He claimed he would address it. It's very disappointing that the only time I have ever had poor customer service at Chick-fil-A is in a predominantly black neighborhood. Do we not deserve excellent customer service? I work hard to live in a nice area and deserve to be treated nicely. However regardless of where you live and who you are, you deserve the same exceptional service. This supervisor/employee has really ruined my overall experience and rating of Chick-fil-A. I truly hope it was dealt with appropriately and...

I placed an online order for carry out. When I arrived at the location I exited my vehicle in the rain to enter the restaurant but was met with locked doors. I was informed by a drive thru associate that I would have to pickup my order through the drive thru. There was a sign on the door stating the restaurant closes at 9pm, however I arrived around 7:30pm so I did not understand why the door was locked. The attendant stated they closed early but didn't explain why. I have always had a bad experience at this location going to the drive thru which is why I chose the carry out option. I asked if he could get my order. He stated he could not. I explained how inconvenient and unprofessional the experience was especially since it was raining. They could have at least placed signage stating they were closing early. I asked if someone could bring it out at which time he sent a verbal message through the radio. I waited outside the location for 10 mins in the rain and never received any other communication from employees. Even after knocking on the door the staff ignored my presence. I chose not to pick up the food because I did not want to enter the drive thru. This is already one of my least favorite locations and after this experience I will never come to this...