Chick-fil-A — Restaurant in New Braunfels

Review for Chick-fil-A on Walnut Ave in New Braunfels

We stopped by this Chick-fil-A location after a long day of back-to-school shopping in New Braunfels. It’s usually one of our favorite spots, and we were all hungry and excited to eat. We went through the drive-thru and placed an order totaling about $50. The service was fast, and we were handed our food right away. Unfortunately, once we got back on the road, we realized two mac & cheese orders were missing.

No big deal — we turned around and went back. My husband also wanted to order another sandwich, so it seemed like an easy fix. But when we explained the missing items, the situation took a disappointing turn. Two different employees — one of them a manager — insisted that the mac & cheese had been in the bag. One even asked us to pull into a parking spot so she could go through our bags with gloves. I explained we had already started eating on our way home since we were hungry, but the mac & cheese was never there. Eventually, she agreed to replace them "this time" — which felt more like an accusation than customer service.

To make matters worse, the second sandwich my husband ordered had cheese on it — he’s lactose intolerant and didn’t ask for cheese. We had to circle back again to get that corrected. They did give him a new sandwich and offered a cookie, which we appreciated, but by then the whole experience had already soured.

When I mentioned I’d be writing a review, the employee, Brooklyn, questioned why I would do that since they “gave us the missing items.” But this wasn’t about getting free food — it was about being treated like we were trying to cheat the system, when in fact we were just trying to get what we paid for.

We’ve always loved Chick-fil-A for their great service and friendly attitudes, but this visit left a bad taste. It’s disappointing to feel questioned and doubted over a simple mistake that could have been handled with kindness and understanding.

Her name was Brooklyn and we were humiliated when she told us she would be going through our bags but for us not to worry because she would wear gloves, WOW! Do better Brooklyn.

Chik fil a Walnut Ave New...

In the past 2 or 3 months, chick fil a has gone dramatically downhill.

First and foremost, this place doesn't care about their customers.

The guy taking the order, Tommy seemed like he hates customers. Whenever I would ask him a question, he would rotate his ordering ipad to show me his screen.

I ordered 3 meals, and he didn't ask me what I wanted to drink. Finally, I said, "Don't drinks come with the meals?"

His response was, "You never told me which drink you wanted."

If he's that big of an introvert where he hates asking customers, "What would you like to drink," then maybe he shouldn't work in customer service.

I ordered a gluten free bun with my sandwich. When I got home 15 minutes later, there was no gluten free bun, but I was definitely charged for it.

I paid for a product that I never received. That's theft in my book.

I called to tell them what happened, and the girl that answered the phone just said, "Come on back!"

It's not that easy.

I told her that it's a 15 minute drive in each direction, so it's going to be a 40 minute drive just to get one bun that they forgot.

Anyway, it takes 3 seconds to put a gluten free bun in a bag. So they would rather not spend the 3 seconds to spare me a 40 minute drive back and forth to correct their mistake.

No thank you.

And management, if you're reading this, please teach your employees to actually check the order before they send it out. Let's circle back to my first statement where I said chick fil-a doesn't care about their customers. If it takes 3 seconds checking a bag to save a customer 40 minute heartache, why not spend the 3 seconds? Literally 3 seconds to check an order. It's not that hard. I thought Chick Fil A was...

You know, I really must say when it comes to ANY fast food franchise, Chick Fil A (more specifically the New Bruanfels Location next to I35) has always succeeded in meeting expectations and overachieving goals! Every time I go there to grab a bite to eat, they always have something new they have already created or are working on to always better improve their establishment. If there is long waiting lines in the drive through or if there is a complaint, the always fix it immediately and with the best attitude. In all my years, I have never been to a food establishment where I wasn’t serviced without attitude at least once, but at Chick Fil A, they always have the best attitudes. They could even be running around in 100 degree weather handing out orders in the drive through and taking them, and they still deliver excellent service with a smile on their face! They are always making improvements to better serve their customers more efficiently, and their food always comes out fresh and amazing to taste! In the last few years I have lived in Texas (where I’m from they didn’t have a Chick Fil A at the time), I have never received a better service from any food establishment than Chick Fil A, and I can honestly say I have never had a bad experience with them! If they mess up an order, I easily forget about it because their service is impeccable, and I think all food establishments can stand to learn a thing or two from this business! Keep up the awesome work guys, and you’ll definitely have a returning...