Chick-fil-A — Restaurant in Lower Macungie Township

This location (Trexlertown, Pennsylvania) is a poor representation of Chick-fil-A and definitely in need of improvement. I frequent various Chick-fil-A locations at least once a week for breakfast, lunch or dinner and this was my first visit to this location.

I arrived at this location for breakfast on Friday, October 9, 2020 at approximately 10:00 a.m. When I arrived and went inside to use the restroom, I noticed that there were several people standing at the counter without anyone working the registers. There was a gentlemen working the drive thru window, but nobody at the registers. While in the restroom, I was surprised to see the poor condition of the bathroom with a buildup of dirt and hair on and around the urinal and toilets, no hand soap and no had sanitizer with a floor that looked like it had not been cleaned in several days. After going to the restroom, I joined the growing crowd of people waiting to place their orders. In speaking with an elderly couple at the front of the crowd, they shared with me that they had been waiting at least 10 minutes and hear employees laughing in the kitchen, but nobody working the registers. After another few minutes, the gentleman working the drive thru noticed the growing crowd and yelled for someone to come take our orders. Eventually, a female employee who had just clocked-in took our orders and then the long wait began for food. I waited 12 minutes for my breakfast order to come out and others waited just as long, if not longer.

During our wait, a woman came inside after receiving her order from drive thru and requested to see a manager. After a 5 minute wait, a manager (young female with light brown hair) dressed in uniform emerged from what appeared to be some sort of meeting that was going on inside the children's play area at the front of the store. The customer that had come inside showed the manager that her side order of sausage had been served in a previously used paper bowl and it appeared disgusting! I saw it for myself (as well as several other customers who were waiting for their delayed meals) and was shocked to see that someone working the kitchen would do such a disgusting thing and think this was okay. Although the manager did get her another piece of sausage in a clean bowl, she seemed somewhat bothered that she was interrupted from her meeting and was not apologetic.

As I ate my meal, I observed the overall dynamics of this location and found it to be unlike any other that I've visited. Management was not present and employees seemed to be less than motivated without that crisp attentiveness for customer service that is so evident in other locations. Upon exiting the store, I noticed an employee sleeping on one of the outside tables and I just remarked to myself that this was par for this course at this location. Hopefully someone "wakes up" (no pun intended) and does something to get this location back in shape and consistent with the values and appearance of the many other Chick-fil-A locations I've enjoyed visiting...

My daughter and I went through the drive thru and we attempted to use a survey code receipt for a free spicy chicken sandwich with cheese. At this same location 2 weeks earlier we did the same thing with the intention of paying the difference from the original sandwich and the employee did not charge us anything for the upgrade to spicy or cheese. Rachel told us we cannot use the coupon. We mentioned to Rachel, who we believe to have been a manager, that we had used a different survey code receipt 2 weeks prior and we were able to use the coupon just fine. She immediately got an attitude with us, interrupted our explanation, and proceeded to scold us to never do this again and that she would give it to us this time. She said we would still have to pay for the cheese and I quote her saying "unless of course she gave you that for free too" in a sarcastic yet obnoxious way. We replied yes, in fact she had. The situation was very uncomfortable for my family and I. This is not what we have come to expect from CFA. 4 weeks earlier we had visited the same location as we often do and ordered a spicy chicken sandwich. We received a regular chicken sandwich. We told Rachel on that day as well about our issue and she proceeded to make us another sandwich incorrectly. Again a regular chicken sandwich instead of spicy. What happened tonight really was the last straw for us and we will never go to this location again. We will be posting this review to Yelp and Google...

I come to this particular CFA location all the time (multiple times per week). Their staff is very friendly and accommodating, and very polite!

The only reason why I give 4 stars is because my experience curbside pickup has been consistently poor. Whether I’m missing items, or receiving incorrect ones, there’s unfortunately always something wrong with my order, even at times when the restaurant isn’t packed because of rush hour. I don’t have this experience when choosing the drive-thru line or in-store pickup, but it’s a shame that curbside has become unreliable (especially considering that this method is meant to be convenient).

Unfortunately, there’s no way to refute your incorrect order via the app (like other popular chain restaurants offer - Chipotle for example). Having this option would be great, considering the amount of money I’ve lost due to receiving incorrect orders.

I hate giving criticism without offering suggestions, so here is mine for Chick-fil-A: Have your curbside runners spend an extra few seconds to either go over the order (either at the window or when they reach the car), and/or ask the person in the car if they’re missing anything. Often the way it happens is that the runner will hand me my food, say “My pleasure”, and run away before I even have time to check if my order is correct. This makes it extremely difficult to have my order corrected without going inside the restaurant (which is very inconvenient on a...