Chick-fil-A — Restaurant in Orange

Pretty disappointing experience with their customer service as of lately. The level of quality of service has gone down in recent visits. My wife has had had a few experiences of her own with poor interactions and we always thought it was a one off since Chic has been been known through the years to provide industry leading service and set a lot of bars for other restaurants. Today's visit they missed an entire entree, missing items is becoming a recurring theme, and when I called to ask for a refund I was almost immediately told no. The team member did not identify himself by name, but said he was the only shift lead working and no other manager available. He told me he was going to make a log note to give me a sandwich on our next visit that expires on Janurary 8th. When I told him I just wanted my money back he told me can't do that because of CA law. I then told him I have never heard of a law in CA that says you can't issue a refund, before finishing my response he says it's just CA law since they can't take my card over the phone. What he was trying to explain is PCI compliance, but had no idea how to explain it. I then asked if he can refund back to the app and he cuts my short again saying no he can't and then the best part is he follows up with "and I'm not going to refund your whole order for one missing item". At no point did I ever ask for that or even hint at getting additional items refunded. I simply wanted a refund due to their error and not only did I not get an apology for their screw up that left us short a lunch, he was treating us with hostility and aggressiveness over the phone. At this point I asked if there was another manager and he said no. Now I have to head back to Chic on another day to bring my card for a refund. While their food is decent at best (the Mac and cheese and peppermint shake are my all time favorite) their lack of service and consistency is...

Sadly, we have had to give this location a poor review. Normally, we have had very good rapport with staff, even tipping most of the employees who bring out our meals during COVID. However, one of their shift managers was extremely rude and refused to refund our order. He admitted that the store manager would refund it the next day, but stated that he didn't "have to". I believe that he was having a bad night and took it out on his customers. We used to come to this location 2-3 times a week but we will not be returning.

Our orders have been wrong recently due to a hiring spike, but staff is normally always willing to correct it with an apology and a smile. We had asked for a refill on my beverage because I was in the hospital and their diet lemonade/ unsweetened tea was all I could stomach. Since, COVID we had stopped asking for refills but with so many places giving an extra cup we requested one while we waited for our second order to be fulfilled accurately. The manager was rude and terse and even laughed in disbelief when I asked for a refund, despite me explaining my circumstances. He admitted that other locations have refills but stated that this was not their store policy.

Everyone knows us by name and order, except this gentleman. All this means is that we are loyal customers who had tipped their employee $5.00 that night, and received no dinner for it. We weren't looking for free items, it was the lack of compassion that will push us to find a new location. There are so many other ways he could have dealt with this issue. It was resolved very unfairly...

I have always purchased the spicy southwest salad at the Fullerton & Buena Park location. Upon ordering; I always ask for 4 extra pepita/tortilla strips for my salad. I have never been told that it’s not possible; I graciously get them from the staff at those locations. I went in to this location in Orange(as I was working in the city), and when I asked for the extra pepitas/tortilla strips; I was told that there wouldn’t be a problem. After I paid (in the drive thru); I was instructed to park with my blinkers on so that my food could be brought to my car. When I received my bag, I doubled checked to make sure that nothing was missing (as I also ordered for my coworkers); I asked the guy that brought me my food where the extra pepitas/tortilla strips were at? He told me that they only gave one extra one! I told him, since when? I get that salad all the time at other locations and have never been told that? He shrugged and walked back into the restaurant. I’m beyond disappointed with the level of customer service from this location! I will never come...