Chick-fil-A — Restaurant in Lehi

Man, where to start. My wife and daughter have been sick so I went to pick up food for them. I went through the drive thru, got the food, and headed home. When i got back home with the food we quickly realized they had forgotten our 30 pc chicken nugget. I started driving back to the store and called the store while I was driving, I talked to the Manager named Samuel. I told Samuel what had happened, I told him I was frustrated and asked what they were going to do to correct it. He asked if I was coming back to the store, and I told him, "yes I am, but I don't want to, but you guys forgot my nuggets." He told me they wouldn't make me anymore nuggets, and said he was going to refund me and then HUNG UP THE PHONE on me. Customer Service 101, mess up the food order and then hang up on the customer whose order your store messed up.

As you could imagine that didn't sit well, especially since I was already half way back to Chick Fil A. It was snowing out, and my wife and kid were still hungry. I didn't want a refund, i wanted to get my wife and baby some chicken nuggets. I get back to to the store, I meet Samuel, who is the store manager, and asked him why he hung up the phone. He said because I was being rude. I said I was being rude because you messed up my order. He snapped back that he, personally did not screw up my order and would not be making me anymore nuggets and proceeded to pull out his cell phone and call 911. I am not making any of this up, I wish I was. I did not once threaten him or anyone at Chick Fil A, I ONLY wanted them to fix their mistake, by making me a new 30 piece chicken nugget.

I waited there for not one, not two, but 3 Lehi officers to show up. They were all super friendly once I was able to let them know what had happened. One of the officers went in and made sure they refunded my entire order and not just chicken nuggets. Which was super nice of him to do.

The fact is, Chick Fil A messed up an order, and instead of providing good customer service to right their wrong, they ended up making a mess out of my day and causing a giant scene. I would hope Chick Fil A would do something additional to right this wrong, but based on their manager Samuel, and his customer service, who knows.

Lets hope they do the...

Consistently fail to provide paid for items, frequently include burnt items. Far below par for a Chik-fil-A, though mobile orders fair slightly better.

During eight of my last nine visits the order provided was incorrect, despite verifying multiple times.

This time I repeated the order multiple times, had to ask for it to be read back - and then had to provide corrections - and they still did not provide the #1 Deluxe with cheese that I ordered and paid for, instead providing a regular #1 without cheese and with a piece of chicken that was less than half the size of the rather small bun, and only provided one straw for two drinks.

On the plus side, this time they gave me both orders of fries - about half of the time there is a missing order.

Complained via their feedback multiple times to no avail.

Four months ago this Chik-fil-A had improved their service, but it's backsliding so bad I'd rather complain than eat.

Might revisit in a few months if family demands it, but otherwise I'm done with this location.

Update: Ordered Chik-fil-a again as I said I might, and TOTALLY regret it. Ordered via a delivery service, received four orders of overcooked/hard fries, 30 burned nuggets, and did NOT receive the only sandwich in the order. Rarely am I petty enough to rate anything less than 3 stars unless illegal or dangerous, but extra credit for being totally predictable, so you lose another star and my business.

Update: Family pressured me to go again, they gave me 2 large fries and 2 large drinks but only 1 of 2 sandwiches. I pointed this out, and they told me "it says you only ordered the one." But .. but the receipt clearly shows two large meals. They reluctantly and rudely relented, and I left without realizing they'd also not provided an extra side I had paid for - also on the receipt - but whatever. Down to minimum of 1 star, but they...

Chick-fil-A is good, and strives for a standard of service that few can match.

My family has started a chicken sandwich bracket. This time we compared Chick-fil-A to three other chicken sandwich purveyors in the Lehi area. Popeye's , Arby's and Carl's Jr. Ultimately, the winner was Chick-fil-a moving on.

It's amazing what you notice when making a head to head comparison. Chick-fil-A sandwiches tend to have a softer texture, with juicy meat. This is one of the reasons why the sandwiches come in bags that maintain a high humidity around the sandwich. It works! The bun is soft but not wet, and the breading is not crispy crackly, but very good and surprisingly peppery with the flavor of black pepper, but not a significant heat. This black pepper is very pronounced when sampling multiple sandwiches.

Popeye's had an excellent juicy chicken, but the breading (non-spicy) is truly the star of the dish and changes the nature of the sandwich from chicken to "fried chicken." I think once you get hooked on that sandwich there is no going back, as it is completely unique, but we were seeking chicken and therefore Chick-fil-A won the day.

Arby's was disappointing for a place that has the meats. The keyword would be "dry." Dry chicken, dry bun and little appeal.

Carl's, as a surprise, actually came in second in our little trial here as it had decent chicken, although not as juicy as others, and a decent bun. Not a huge standout, but a decent sandwich that surpassed Popeye's simply on the criteria of wanting to taste chicken.

Overall Chick-fil-A is a strong contender for taking the whole family...