Chick-fil-A — Restaurant in Pearland

I went here a few weeks ago in the drive thur line. The first time I ever was in a chick Fil a line that took forever. But it was no problem because in my mind chick fil a is still the best and my nephew loves the food. I ordered through my app to pick up in the drive thru line. So I get my order and realize I am missing chicken nuggets but I have anything else. So I go inside and Caleb team lead with grey shirt helps me. I tell him that I just came through the drive thru and I have everything but my nuggets. He told me I put them in the bag, I said no you didn’t I checked the bag. He said I put them inside with one of the boxes with the hash browns. First off I have NEVER heard of chick fil a doing this. He requested to see the food. I got back to get the food and hand the bag to him. This man took out the hash browns and opened the box to look inside with his fingers touch some of the hash browns. While still searching the bag for nuggets he DIDNT put in the bag. Still looking not convinced, (all in his body language you can tell he knew I was lying) turns around and grabs the chicken nuggets and turns to his co worker to have his co worker confirm he is giving me nuggets. At this point I’m LIVID he obviously doesn’t believe me so he calling me a lie without saying it to me. Anyway when I seen this I told him I want a refund I don’t even want the food anymore. There was no way I should have went through all of that for missing chicken nuggets. I wasn’t even upset at first because things happen. But after Caleb did all of that, I was insulted and felt disrespected. I felt if I had been a different color will the situation have gone differently. So I went back to the car to get the drinks, I come back and he said I can give you credit to use at a different location if you like. I told him no I want a refund. So he told me he did it. I asked for a receipt, he said you had a mobile order. I told him I know that, l want a receipt that shows you refunded me. So he gives it to me. While the lady in the drive thru looking at me like I’m overreacting. No one raised their voice everything was done nasty nice. However needless to say me and my nephew love chick fil a but this is one location we will not be going back to. First and last time at...

Let me start by saying this; the food was very good and for that, we were pleased! However, we did have a slight "issue" with our overall experience. I understand the order takers are in place in the drive thru to speed up the overall process, but perhaps a tweak to the flow could make a big difference. My bf and I hardly ever eat at CFA (before this visit, it'd been a year, easy) so we pull up and the order taker comes to us. Mind you, they come before u can view the menu. My bf wanted a spicy chicken meal, I asked if they had 1, this was confirmed and our order was placed. As we rounded the DT and were finally able to see the menu, we saw a Deluxe spicy chicken combo which is the 1 my bf actually wanted. We get to the window to pay and i explain that the wrong combo was ordered and what we'd actually like instead. I could feel the eyeroll from the girl at the window and she looked as tho she wanted to say, "oh well!". So, long story short, we ended up holding the line up while the new sandwich was prepared. This could have been prevented by 1 of a few things occurring; 1-the order takers should offer menus for customers to review, 2-place the order takers near the visible menu so customers have a chance to look and decide on their order or 3-when asked about the combo, the order taker should have advised us that there were TWO options. If we're asking a question about the menu, we obviously don't know so further explanation would have made total sense. Something for CFA...

I came here at 1:30pm, on Saturday, January 5, 2019. The ordering area was full when I arrived. I ordered a simple #1. Shouldn't take too long to prep, right?

Customers that came in 5-10 minutes after me got their orders before me.

By the time the waiting area was nearly empty, I noticed a bag (my order) dumped on the counter. I had a feeling it was my order so I walked up to ask about it.

Employees ignored me, while addressing other customers that walked in after me. Did they think I was just standing around the counter for fun?

They even spent time asking a child, who was making clanging sounds in the corner of the room, if he needed help. The child told them that he did not need help, then continued to slam an object into the railing to make noise. The confused employees continued to discuss whether or not the child needed to place an order.

I was finally able to flag down an employee and she bluntly/rudely confirmed that the bag on the counter was my order. There was no "thank you", no "sorry".

So in conclusion, if you love being ignored and waiting 25 minutes for a breaded chicken sandwich, then you'll love this supposed gold standard of customer service.

Hot tip: Instead of waiting patiently by the counter to be addressed, try slamming a hard object multiple times into the railing for faster...