Chick-fil-A — Restaurant in Maryland

I have never experienced the level of poor service that I received about an hour ago at the Foundry Row Chic-fil-A at any other location. Let me start by saying I've only lived in the area for about 4 months. I have frequented Chick-fil-A restaurants all over Southern Maryland (Calvert, Charles and St. Mary's Counties), as well as other areas in Maryland, Glen Burnie, Pasadena, Severn, Rosedale, White Marsh, Hanover(also pretty bad), Gambrills/Waugh Chapel -- you get the point. I noticed the lack of training and poor service up on my first visit to the drive through this past summer. The workers were not as focused and determined to move us through the drive through quickly and efficiently like most locations.

Despite the sub par service I've received over the last 4 months. This morning's visit is the reason for this review. I called to see what time breakfast was over and the young lady told me 10:30 am. It took me 17 minutes to get there. I entered the line at 10:24 am(CHECK YOUR CAMERAS AND YOUR APP SYSTEM FOR MY NAME AND VEHICLE TYPE). The left lane was moving and the right lane where I was waiting was not. Two cars that arrived after me moved through the left lane before I could get to the speaker. I placed my order on the app since I didn't want any issues ordering and I came there specifically for breakfast. Had the line been moving as it should have been I would have been able to order at the speaker before 10:30 am. That is of no consequence because I placed my order on my app and it was submitted at 10:29 am. Five minutes later I get to the drive thru window. The young lady asks me if my name is Ursula and I confirmed. She then informed me that breakfast ended at 10:30 and they couldn't serve me my food. I said "but I ordered on the app before 10:30" -- I'm sure used some choice words in there too. She tried to calm me down and said something to an older woman behind her --Short grey haircut, white, yellow traffic vest, she may have had on glasses. She told the other worker that I ordered on the app and that I want to talk to a manager. I didn't ask for one I came to the window for my food but whatever. Grey hair/Yellow vest came over to the window and spoke to the young lady who was trying to help me. The young lady said again that I ordered through the app before 10:30. Gray hair/Yellow Vest said "I can't give her anything that I don't have". She never addressed me but I addressed her and said I was already in line before 10:30 and went on too fuss about how slow the line was moving . Really the line wasn't moving at all. I said to them both "What do you mean you don't have any?" Understand folks, I'd literally just watched like 6 cars order and receive breakfast. I physically saw the two cars in front of me get their breakfast at the window seconds before I pulled up me. I was certain they weren't served the last. More importantly. I already ORDERED THROUGH THE APP!!! Gray hair/Yellow Vest had turned her back to walk away. She then turns around to say "The line doesn't matter" Can you guess what happened next? I exploded!

What the heck do you mean the line doesn't matter? I ordered on the app before 10:30!!!!!! The line wasn't moving! Why weren't they taking orders for the right lane?

The actual manager walked over and asked if I was the mobile order I said yes. She then said it's okay I can have him make that. REALLLLYYYY. I thought you didn't have any. I got my food in seconds. Nice and hot but it didn't matter. It was ruined because Grey hair/yellow vest lied about not having the food that I ordered because it was after 10:30 when I got to the window. I guess she was trying to hold to the breakfast deadline but my order was submitted through the app at 10:29 am(I may screen shot the confirmation). I ordered in time despite the fact that I was there in line at 10:24 am and should have been able to order at the speaker. I asked the young lady at the window why Grey hair/yellow vest even came over if she's not a manager. She didn't answer. I'd...

I received an email with an offer from the Owner at the Foundry Row location. Unfortunately, I didn't receive the the 50 bonus points or the free original chicken sandwich, after meeting the terms in the email. See below.

Hi Glen,

Come through our Drive thru, and not only earn 50 bonus points for a Drive thru mobile pick up order, but if you place and pick up your Drive Thru order between 10:30am and 2pm, you will also receive a REWARD for a FREE CFA Original Sandwich added to your APP.

The 50 Bonus Points will be added automatically to your account after the order is completed and the sandwich reward will be added with in 48 hours to the Reward section on your app, for future use.

Valid only at CFA Foundry Row, 1 per person per day and only mobile pick up drive thru orders qualify)! We look forward to serving you,

Paul Xiong

I emailed the Store and called and asked to speak to a manager. Manager and I discussed my issue. He stated the Marketing manager would contact me. I never heard back from anyone.

I continue to receive offers, but noticed the terms and conditions were changed, to include there is a $10 minimum. See the revised offer below.

Hi Glen,

Come through our Drive thru, and not only earn 50 bonus points for a Drive thru mobile pick up order, ( $10 dollars pretax), but if you place and pick up your Drive Thru order between 10:30am and 2pm, you will also receive a REWARD for a FREE CFA Original Sandwich added to your APP.

The 50 Bonus Points will be added automatically to your account after the order is completed and the sandwich reward will be added with in 48 hours to the Reward section on your app, for future use.

Valid only at CFA Foundry Row, 1 per person per day and only mobile pick up drive thru orders qualify)! Bonus points given on orders with a pretax minimum of 10.00! Original Sandwich will show in rewards within 48 hours!

We look forward to serving you, Paul Xiong

I notified Chic-fil-a CARES through an email. I spoke to Amari and he did not resolve nor attempt to make things right. His CARESLESS replies, pointed me to call the Restaurant to resolve.

Then what is the purpose of Chic-fil-a CARES???

THIS LOCATION DOESN'T HONOR THEIR OFFERS and do not return calls as promised. AVOID THIS LOCATION.

I will not be patronaging this...

I patronize Chic Fil a because of the food and the business principles of the company.

I know that Chic Fil a gives training of food handling, but their guidelines aren't being implemented regularly. Here are some of my issues that occurred; since, they reopened after construction to the drive thru.

There is a Hispanic Female Lead or Supervisor that bags the food. I had two issues with her.

First, a male friend was a guest inside. He spoke while placing his order. She came from behind the counter and hugged him. Then, she resumed bagging the orders. There is a sink on the front line. She never washed her hands. So, she bagged my food and gave it to the cashier. I declined the food and asked for someone to redo my order. The Hispanic Female was apprised of my concern and continued bagging food for the drive-through. She never washed her hands.

Second, the same Hispanic female bagged orders on another day. She conversed with her staff. Then, she hugged a Black male employee. It seemed like they hadn't seen him in a while. As she conversed, she tapped her head a few times. Maybe her scalp itched. Then, she resumed bagging orders. So, she bagged mine and gave it to the cashier. I declined to take and explained my concern. The cashier apprised the Hispanic female. She trashed the order and never washed her hands. My order was redone by another employee.

This is my final situation. I utilized the drive thru. As I pulled up, the team gathered orders. A milk bottle dropped to the floor. A female Caucasian cashier picked it up and resumed her duty of serving me. I declined that food and asked her to go wash her hands. She was offended and apprised the Hispanic female mentioned above of why she left her station. So, some patron got a bottle of milk that hit the floor because it wasn't washed off.

I know that companies give food handling training. They make the employee watch videos before they start their first shift. It's unfortunate that these employees representing this company make my review for service and overall lower...