Chick-fil-A — Restaurant in Maryland

I read reviews before posting my review and it looks like my opinion of lackluster service and not a true representation of the Chick-fil-a brand.

This location is new and is designed around drive thru or online orders. I tried the service where there is a drive thru line is dedicated to ordering online and scanning at a kiosk in this line saying you’re there. It’s supposed to be a contactless ordering. I ordered online and attempted to use the kiosk but for whatever reason, the chic fila app would not pull up my phone camera to scan the QR code. Unfortunately the QR code is the only way to confirm your order and there’s no option to manually say you’re there besides scanning that. I asked a nearby employee for help but she was clueless and told me to drive around to the pickup window.

I drove around and it was so busy I got frustrated and parked and canceled my order. I then went through the drive thru and ordered my food. I paid and drove to the window after waiting in line. An employee told me to go wait in a spot since my milkshake and ice cream cone would take some time. I did have my hot food at this point.

I then watched as countless people ordered inside and got their shakes with no problem. I waited 20 minutes before I got an ice cream cone. I asked where my milkshake was and the guy walked away and did not return. I then had to go inside the store and had to ask for my shake. It was magically made right away with no delay.

This location needs to get it together. The inside design only has two registers because they want people to order online and do the drive thru or pick up inside. However, service and speed cannot go out of the window for the sale of online orders.

I am highly disappointed as this restaurant is owned by the same owner as the other Hagerstown location and service is...

This location is an easy stop. I order on the app. USE THE APP PEOPLE. When I arrive I scan the QR code in the exclusive lane for online ordering. I proceed around everyone in the regular lane. Stop at window. They walk my food over to me. I leave with everything before everyone else has even ordered. I earn rewards and offers. The best people in the business work here. They are kind, pleasant, efficient, professional. I drive out of my way to come here. Food is hot, fresh, delicious. Drinks are always fresh and ice cold, never watered down. The routine described above works for me. I waited ONE time out of dozens of trips at this location and others and was directed to park. I was given my food with a smile and an apology in under 3 minutes. I was also given a gift for the wait. Not necessary but very appreciated. Customer service is everything to me. This location could keep me waiting 15 minutes and I would be ok with it because of all the good will and great service extended to me on every trip. Every...

Service is terrible at 3 pm. I’m the drive thru., I used my phone for the perks. I tried to use my Apple Pay and the young women said she had to take my phone. I told her that I know that’s not the policy. She needed to bring the device over. Young lady said, then we don’t take Apple Pay. I asked for the manager and he come over and says yeah you can just give me your phone. I said no, the policy is not take the customer’s phone. I said , If you drop it or something happens then I am out of a phone. Now this is not my first Chick-fil-A and they have devices to use. When they have people taking order outside they used devices ALL the time. I had to get out of my vehicle and walk over to pay. I ask for the store owner and the manager just told me to pull up to the line. Poor...