Chick-fil-A — Restaurant in Maryland

This will likely be my last visit to this CFA location. For about 7 years I've brought my five children to this location 1-2 times per month. And until today I've overlooked the inconsistent service, the longer than average wait times, and the occasional problem with the food.

At lunch time today - on a Saturday - I took my family through the drive thru after placing an order through the mobile app. I ordered a salad. When I arrived at the p/u the CFA team member said they didn't have any salads, so they were making it. Long story short, I got home and it was a disaster - missing ingredients, 2 nuggets and a lot of crumbs, and half a head of uncut lettuce. No problem. I called the store knowing they'd resolve the problem. The manager immediately became defensive, she told me that I was wrong and that's how CFA's salads are served (even though I've probably had 100s over the years), and each time I tried to explain she interrupted me - raising her voice and yelling at one point. She said that she would make me a new salad and wanted to know when I'd come get it. I instead asked for a refund for the salad - not the rest of the $79 bill - to my mobile app. Without explanation she said that it sounded like I wasn't happy with her solution and wished me a pleasant day before hanging up abruptly.

I gave this CFA the benefit of the doubt dozens of times because their managers have always been great. But if I don't have any faith in their managers when there's a problem -- and there are more problems at this location than any other I've frequented -- then why go here? Service is slow. The food is hit or miss - sometimes cold, sometimes hot. And it's certainly not the economical choice. Now their customer service is aligned with the rest of the operation.

(And just for context, I'm a Signature Member in the CFA app, so not a...

Good enough to warrant my 2nd 5-Star Review.

Although Chic-Fil-A as a company has seen an overall unprecedented quality in the fast food industry, this particular location has never failed to impress me on multiple levels.

Customer service has always been outstanding, above and beyond the seemingly unparalleled standard that the company sets.

I've only ever had one problem with an order, and I shamelessly visit once or twice a week. The problem was solved instantly, without question, and the associate I spoke with actually seemed interested and caring about my insignificant ordeal. (It was just a missing item)

The turn around for orders is ridiculous even for a Chic-Fil-A. During lunch rush I've seen over 30 cars in the drive through + pickup orders and the line consistently dwindles while inside orders are not sacrificed.

Whoever the GM of this location is should be proud. Nothing but good things to say about...

• Today, my visit was not the norm for this location. * I used the app to order for curbside. After waiting almost 20 minutes, I called to find out what was up. I was told that my order didn't come through from the server or something like that. When I first place the order, I received an acknowledgement through my PayPal account as usual. When the gentleman I spoke with retrieved the order, I received another acknowledgement for payment. It was approximately 27 minutes sitting in the curbside spice until I received my order, which was only 7 drinks - no good to wait forever being fixed. . . . . . HOWEVER, my usual experience is as my original post for a long, long time said: Good food, clean tables, free Wi-Fi, and a play area for the children - ALL along with fair prices. What more...