Chick-fil-A — Restaurant in Madison

I hate to rate a Chick-fil-A like this, but this isn't the first time I've had a bad experience. In the past I've used the app to order ahead. Food delivered was wrong on multiple occasions. Actually overheard an upset customer complaining about their order, only to get my food & have the same problem on my last visit (1 month ago).

Tried again tonight, but used the drive-thru. Waited in line 15 minutes after ordering. Got to the window, asked if my name was Chris. No, it's not. Then asked if my order was such & such. No ma'am, it was this. I have to wait while they make my order because they've gotten everything mixed up. Overheard one employee complaining about how she doesn't need this job & tired of customers having picky orders (I just ordered a spicy deluxe meal with lemonade, so...). Worker used bare hand to take fries out of another order to put in my bag. I'm given my bag, so I leave the drive thru. I take a quick glance, looks fine in the dark, but it's not a spicy when I take a bite. So I turn around & return inside - have to wait another few minutes for another sandwich, & they threw the wrong order away. I usually don't complain, but after waiting so long, then not even knowing what order they were on, gave my order a 3rd time, still given the wrong thing, then at least not offered to keep the extra food that they can't sell anyway, really bad experience on top of the past few times...

This location used to be fantastic but has gone downhill recently. Each time we go, something is wrong with some part of the order. One visit while eating in the restaurant, my gluten free bun had literal mold on it 😐 the young man was very apologetic and got me a new one, but had it been a drive through meal, there would have been no fixing it after paying for it. Another visit, everyone needed drinks refreshed and there was one young lady taking care of the mobile orders and the people waiting to pick their things up and NONE of the other employees even wanted to make eye contact with the 3 adults standing there with lids off their drinks just wanting for more drink. I literally had to “interrupt” one of the female workers and beg her to give us more drinks. THEN when she took our cups (none of the adults at the counter were related or even dining together), she handed me back someone else’s drink…we asked her if she switched the cups on accident/if she was sure she gave the right patron the correct cup back and she just took the wrong drinks from our hands, handed the drink to the correct person, and said “I didn’t mix them up” and walked away. Needless to say, I’m sure no one drank their “refreshed” beverage. She didn’t even say she would make fresh drinks. Just walked away.

The whole store was being run by 17-20 year olds and I didn’t see anyone older who even appeared to care about running...

I stopped in during a road trip for fries and a drink - that was it. Due to an omission by the drive-thru order taker (my drink), they asked me to pay for it at the pickup window. I thought that was fair but clearly it was their mistake. Nevertheless, I presented my debit card. They gave me a half-empty and largely wimpy order of fries, and I asked for a fresh, full order, and they cordially obliged. However, in the chaos, I drove off without my debit card. I called a few times (having already driven a couple of hours away before noticing it), and they finally answered. I spoke to the manager, explained the situation, and she happily agreed to mail the card to my home. (I even verified the card number for her.) Sadly, the card never arrived after a week (or since), so ultimately I cancelled it and had another reissued. Because I took her at her word, I ended up without my primary “go to” method of payment for nearly three weeks instead of the 10 days or so it took to have a new one mailed to me. This is not the level of service I (or anyone) is accustomed to from CFA, but this single experience at this single store has tarnished their reputation in my view. When my family asks for “the Lord’s chicken,” that experience is now my...