Chick-fil-A — Restaurant in Pensacola

UPDATED REVIEW: DO NOT COME HERE After 3 hours on the phone trying to resolve my order, and being hung up on and having my calls declined multiple times... SAM told me that I had to make a VERY unsafe drive while sick if I wanted to get my food. Which was COMPLETELY unsafe and against the ER doctor's orders, while extremely sick with COVID. So I rushed to get to this location before they closed, and even walking up wrapped in a blanket, dizzy, sick, and barely able to breathe, SAM looked at me, pretended he didn't see me, and then I watched him just drop the phone and hung up on me while I was calling telling him that I was standing in the lobby entrance. SAM acted like I did not exist and then came out and basically threw my food at me. SAM then proceeded to tell me over and over that they "did everything they could" even after I was told by TRISHA that I would have my food delivered by chick fil a delivery, then told they wouldn't do it.

This has been an absolute nightmare and I cannot believe the level of disrespect, the complete lack of customer service, the rudeness..... And SAM making me put my life at risk to drive here while so sick I couldn't even make it to my car, but forced myself to because it was the only way that I was going to get a meal today.

I made it clear I was too sick to even drive to Walmart, much less go in and get groceries, and yet SAM made me put my life at risk.

This was an absolute nightmare and felt like a slap in the face and complete disrespect, and I'll be speaking with AARON BROWN about his employees behavior tomorrow. This location is horrible and I HIGHLY recommend staying away.

I have deathly food allergies that will kill me or put me in the ER. I ordered a door dash order with a note about the allergies, but after speaking with Trisha, she told me they can't see notes left through door dash.

So Trisha immediately checked with the kitchen and quickly got back to me on the phone, and told me NOT to eat the door dash delivery after speaking with the kitchen staff.

She told me that even with the note, it wasn't safe for my allergies, which being told before I ate it, literally saved my life.

She said that she talked with the kitchen staff and is going to replace the order that I can't eat because of my allergies.

I'm currently very sick and was not able to drive to the location to get a refund or pickup the food, which is why I used door dash in the first place.

So TRISHA WENT ABOVE AND BEYOND to make sure a SAFE order was being delivered by chick fil a personally since I can't eat the allergy contaminated food ordered through door dash.

She had great customer service, making sure the delivery address was correct, and making sure the order was safe to eat, and made it to me safely.

On top of that, Trisha told me that she would speak with the entire kitchen staff about food allergies and cross contamination, so there would never be any issues in the future.

I thought this was by far the best customer service I've experienced in the entire country. Until now.

And if you look at my Google profile, you can see I've been almost everywhere in the country (and many other countries) and I am one of the top 10% of reviewers in multiple categories, and this was by far the best experience I've ever had.

Trisha was absolutely amazing today, she saved my life from contaminated food, corrected it, and immediately fixed the situation. And on top of that, Trisha also took the time to have a discussion with the entire kitchen crew about allergy concerns to be sure this never happens again.

I am beyond thankful for the EXCELLENT customer service Trisha provided, and I cannot express my gratitude enough.

This is the ONE RESTAURANT that I trust to be safe and careful with my food allergies. AND go above and beyond to ensure my safety with my food allergies, and prevent any issues in the future.

Thank you again for the fast response and ensuring I didn't have a deadly reaction and for making...

The extra steps that this location takes to support our community is unlike any that we've experienced. We had a Chick-fil-A located very close to another duty station that was CONUS (STRATcom in Nebraska) and that location had some involvement with the base; but nothing compared to this location! The owner & staff at this location has risen to a level of "Above and Beyond" on several occasions since we've been living in Pensacola. My husband was very involved with the Security Forces on 'the big base' and was involved in that one specific incident that impacted our community and the base in a way that has never been experienced in the history of the base; and hopefully it will never be experienced again. One of the mornings following the active shooter, my husband went through the drive-thru to get breakfast for his crew, and he found when he had gotten back to the base, that they had included, in his order, a card that had been signed by every member of the staff at this location. My husband was humbled by the gesture, and it just brought me to tears. While it wasn't surprising, as this location is very involved with events happening on the base, it was still something I would consider to be "Above and beyond".

They've also perfected ordering from the app and picking up the order. We've never witnessed a location working as effectively as this location. The staff is always pleasant and friendly, they even called our dog by his name when he rode with my husband to pick up food! Just a great group of employees!

The food is always prepared fresh, the salad is usually my favorite in the warmer months, and they always take note to remove the items that I can't consume. From their sandwiches to their fries to their nuggets, we can always count on our order being accurate and freshly made. We're so grateful to the owner and his management team for the exceptional operation of this location and the product...

This Chick-fil-A location is a complete disappointment. While I appreciate that they deliver on base, their delivery system is a mess—they make multiple stops before reaching us, so the food always arrives late and cold.

Today, I decided to roll the dice despite knowing I’d likely get stale fries and lukewarm food. Unfortunately, it was even worse than expected. My bag arrived with a soaked bottom, and when I opened it, I found that the sandwich box was also completely wet. I initially thought it might have been placed on a wet surface, but who knows?

I called to report the issue and spoke with their manager, Faith. Instead of addressing the problem professionally, she immediately dismissed my complaint, claiming that their delivery photo showed no wet bottom. When I offered to bring the food and bag in so she could inspect it herself, she continued to be rude and unprofessional—just like the last time I dealt with her. Her overly sweet voice isn’t fooling anyone. She does not exude the customer service you’d expect from Chick-fil-A.

It was only after I mentioned escalating the issue to customer service that she suddenly changed her tune and reluctantly offered a replacement. However, given her attitude, I have zero confidence in accepting food from this location again.

Lesson learned. Chick-fil-A app deleted, and they won’t be getting another dime from me. Thanks for the awful...