Chick-fil-A — Restaurant in Odessa

Dear Chick-fil-a management,

I am very disappointed with my experience of ordering curbside through your app. Furthermore, I find the location of Odessa Town Center to be continuously disappointing and the customer service experience I received from Gaby was not acceptable. I am suffering from a poor back and it is not pleasant to venture out multiple times in a day. Also, I thought using the app to order would be more convenient considering my current back issues as I would limit the time spent sitting in my car, as well as the accuracy of my order as it is clearly spelled out via the app. I was only missing one item I ordered – a 6 count of chocolate chip cookies. Of course, I didn’t known the cookies were missing until I returned home, which was an error on my part to check the order accuracy as this location is notorious for errors and missing items. Upon calling Odessa Town Center the first time my phone call was being transferred to a manager by Sebastian, I was hung up on. I called again and was successfully transferred to the manager – Gaby. I explained that I was only missing the one item from my order but I could not return to pick it up as my back condition. She placed me on hold, only to return and tell me that I would have to physically return to the store to even receive a refund for the one item since I paid by card via the app. I almost wanted to lose my nerve, but I kept my composure and explained that I could not go to the store nor would I ever be returning to the store. Her response was less than genuine or concerned – “I’m so sorry to hear that. Hope you have a great day.” I get it. I work in the food/bev industry. This location has a ton of volume and churns through orders and makes a profitable business. What I don’t understand is the complete lack of regard for customer loyalty or even customer service. I went to college in Columbus, Georgia, I have dined several times at the Dwarf House in Newnan (LOVE IT!) and I am familiar with the Chick-fil-a story and experience. They usually hold the bar to the highest of expectations for food, quality and service, but I am sorry to say that no employee during this visit exuded these qualities, and this is evident from the management’s response to my issue. I really hope the $7.39 6 pack Chocolate Chunk Cookie was worth all this. I have no interest in returning to this location, seeing this manager on duty, or shelling money out to literally have no regard for my experience. Odessa Town Center will continue on with success, serving people that hustle through the drive-thru and are willing to deal with the hurdles to get an accurate order and all items purchased. I’m just a measly $37.45 order on a busy Friday. But I will take that $37.45 and spend it elsewhere. In conclusion and review, I wanted to share this experience to aware anyone of perhaps a situation that may occur again. Best of luck to you. In the words of your manager – “Hope you have...

This used to be by far the best Chick-Fil-A. It was the leading example that brought the demand for more stores. However, either with management changes or a change in store priorities due to wide spread city demand, this has turned into the worst chick-fil-a that I have had the experience of dining in at. The main issue at this visit was the short, overweight, Hispanic manager (best description I can provide) who was yelling over the employees to clock out and go home. She had no clear awareness of scheduling obviously, and made it apparent to every customer that she did not treat her employees with respect. The uncleanness of the store reflected this. There was 7-9 employees right behind the counter and yet the counter was dirty to the point of being an eye sore and so were the tables that I sat at. I do not want to complain that they had to ask “who’s at register” several times before attending to a customer (me), my team member was Kaitlyn, a short, sweet, blonde, and helpful team member who rushed to help me, she came from the back to attend me. Having a bad experience isn’t the issue. Seeing employees not treated with respect, no management skills, and being in an environment that feels like there is no value in work ethic is no way to lead a team with this high of a valued reputation. I have been coming here since the grand opening. The time of this review is the time...

Waited long times for 2 meals, messed up my order too many tines to count, tables always messy, found plastic in my sandwich when we returned it they didn't even apologize they just took it back and just took the plastic out, didn't offer us a refund or anything, fries and sandwiches were cold and soggy, we saw our order come out on dine in and the kid didn't even call out our name he just looked around and walked back to which our meals were cold, we paid for spicy deluxe meals and they gave us chicken on bread when we asked them to change it they said they had to charge us for the extra condiments and what not after we had already paid for such they refused to give us our meal up until the manager came and gave us our right meals. Too many kids working they need people with experience it's frustrating seeing these kids stand there not knowing what to do like they're a bunch of chickens with their heads cut off, also they only give me like 2 sauces for our 2 meals, and the restrooms are NEVER CLEAN, AND its WAY too cluttered waited an hour just to get out of the parking lot wast of time, last time I go here would not...