Chick-fil-A — Restaurant in Loganville

My first and LAST time ever coming here!! Here's why....

This Is a Truett location, much like the one that used to be in Duluth; which means that it offers an expanded menu via it's dining experience. Unfortunately however, I did not enjoy my experience at this location.

For starters even their expanded parking lot was full. So you might have to drive around for a second if you go on a very busy day.

Upon entering I asked what the wait time was. The host stated it would be about 20 minutes or so.

She asked for my name and number to add to the "wait list". Since there was already a family ahead of me sitting down waiting, there wasn't any place to sit. So I went to look for somewhere to sit in the restaurant.

Roughly 40-45 minutes had passed without anyone notifying us that a seat was available. I even noticed people that were entering AFTER me were being seated before I was.

I went to check on what was taking so long. I was told that the host "thought we had left". 🤨

What is the whole point of asking for my phone number if you aren't going to use it to notify customers that a seat is ready???

So they offered me a seat at a nearby table. I ordered chicken with waffles. However when the waffles came out, they tasted like they were burnt or overcooked.

I told the waitress that waffles didn't taste quite right, and I i shared what i didn't like. I asked if it was possible for me to get another waffle instead.

She asked me if i expected it to be free because if I order another one I'd have to pay for it. I told her I barely ate my waffle and didn't want it. I was asking for a replacement waffle.

She left to go talk to her boss (or whoever she spoke to), and then comes back to tell me that the boss said their policy is that i can't get a replacement because i took a few bites of the food already. So I would have to pay for the replacement.

Again, that made no sense, I i obviously have to bite the food to know if I like it or not. I can understand if I ate 85% of the food, but TWO BITES?????

I told her I took 2 bites and asked can you bring out a waffle that's not overcooked. This woman again asked me was I expected it to be free?

So I suggested speaking with the manager because I no longer wanted to address anything through her. The waitress walked away from the table but the manager never came. So I went up to the counter and requested the manager myself.

I was able to speak to the manager and told him what i just encountered. He said her statement doesn't make any sense because they don't have a policy like that. He even asked whom the waitress was so they can update her on their policies.

He acknowledged my concerns about the waffles and stated they are still working on correcting that. He offered me a replacement meal and took my original order off my charge.

The manager was the ONLY reason I gave this place more than 1 star. As much as i appreciated his efforts with rectifying the situation, the entirety of the experience prior to his involvement felt very discriminatory.

For me, that waitress made me feel like I was racially profiled and her actions felt discriminative. Clearly she needs more training. Needless to say, I absolutely will NOT be back to that location. The experience I had simply was not worth the 30...

UPDATE: Voiced my opinions in the chick-fil-a app and had a manger reach out. He was very receptive and understanding about my concerns. I appreciated the fact he took the time to reach out and listened. Definitely makes me feel better about giving this location another chance.

ORIGINAL: Opening day. I had my expectations of having to wait longer than normal giving it’s a truetts and they have a more extensive menu.

Took an hr to get food but unfortunately it was all cold.

That wasn’t even their downfall today. I haven’t been to a Truetts in over 8 years! Sat down, took awhile (again I expect that) but when I ordered the chicken & waffles, the waitress I had told me it came with hash browns and a premium side of Mac & cheese. My husband and myself were surprised and we both asked her 3 times was she sure? She ensured us it was and I told her as long as it came with it; that was fine. Mostly because I don’t care for the Mac & cheese and I never order it on my own & hashbrowns weren’t needed for me since I had the waffles. Well sure enough it wasn’t included in the meal and she charged me for it. She went to talk to the manger about the charge and the manger only removed the price for the hash browns! Either way I had to pay for Mac & cheese I didn’t even want. I let my husband eat it. Under trained staff on the menu items.

Will I be back... Not for a while as of right now.

FOOD: Chicken was good flavor but cold Okra was soggy Mac & Cheese; husband said it was good but cold Southwest omelet; good but cold per husband Waffle; apparently they make it was their ice cream....super sweet. Hashbrowns; as expected. They were actually hot Breakfast potatoes; bland but ok. again...cold Daughter had chicken nuggets and fries and it was good and her food was...

Ordered 2 meals in the drive thru, but got home and discovered my chicken strips were missing. By the time I got there and back, my food and frosted lemonade would’ve been cold and melted, so I called the store on my way back and asked for them to remake that ONE meal. The lady over the phone refused to remake my frosted lemonade and only offered to remake the chicken and fries because it was an “inconvenience to me,” but my frosted lemonade being melted is also an inconvenience, is it not? When I asked why can’t they remake the drink, she said, “because you drank it right?” Mind you. I had JUST gotten home when I saw my chicken strips weren’t there. I only brought the bag with the receipt on it back so they could reference my order. She said she would only remake it if I brought the drink back as well and that I would have to come inside to receive my order. I will say, I am black and do sound black, and the woman I spoke to was very obviously not black, so I felt as if I was being profiled over the phone and refused service that I was entitled to. Having worked in food service, I know that what I asked was not out of the ordinary at all, so this experience was very unpleasant. Luckily, the workers on the inside were very understanding, and so was the manager that I asked to speak to, so my order was remade. Be mindful of who you have answering the phone, because I recognized the lady on the inside who answered the phone by her voice, and let’s just say she was not a manager. They were able to make things right in the end, but only after the huge hassle of arguing over the phone with terrible customer service and driving back to the restaurant, which is why I’m writing...