Chick-fil-A — Restaurant in Plano

This location has gone down hill so fast. I sent a LinkedIn note directly to the owner/operator, Josh Ding. No reply. Recommend avoiding this place West Plano Restaurant Experience Good morning. Growing up in Atlanta in the 70's and 80's, I have been a loyal Chick-fil-A customer for over four decades. While I obviously can not prove it, I am guessing I eat Chick-fil-A on average ~1.5 times per week over the course of my lifetime. I introduced my kids to Chick-fil-A as soon as they were able to eat solid food. My daughters and I eat at your West Plano restaurant almost every Thursday. In summary, I am not only a loyal customer, but Chic-fil-A is engrained in my life.

What has been happening at your West Plano location is inconsistent from past experiences. This is a 2023 trend, as I have been enjoying your restaurant and the staff up until the past few months. I can complain about inaccurate orders (stop putting lemonade in my 1/2 sweet, 1/2 unsweet tea), unfriendly staff, and food delivered ten minutes after getting a notification it was on the way(Curbside, almost always). FYI - the team seems to be gaming the time metrics.

The indifference and incompetence of your team last night is an embarrassment to the Chick-fil-A brand. Leading large customer-facing organization for many years, I appreciate the challenges of ensuring a great customer experience. Our teams on the front line have to deal with difficult customers and sometimes miss the mark. When our managers fall short and demonstrate complete incompetence as demonstrated last night, it highlights a deeper issue and provides insight into the broader trends I am seeing from this team.

After a wonky ordering process and extended delays (not due to a high volume of customers), I got home and found that my entree was missing. After calling three times and pressing 0 (Manager), someone finally answered. I explained the situation and he said, "I need to get a manager". A female claiming to be the manager hears my situation. Her response was, "Okay". For real??? I notified her at that point I started recording our call and restated her position and response to the issue. She immediately notified me she wanted a different "Manager" to take my call. The third manager now hears the story and informs me the ONLY option is for me to drive back and get my entree. Not acceptable! So he informs me he is going to call the "General Manager". You have a lot of managers in this location. After waiting 15 MINUTES on hold, I give up. My guess is he simply was not going to come back to the call. After wasting 20+ minutes, talking to three "managers" and waiting for a fourth, I hung up, my kids were done eating, and my french fries were cold. An hour of my life lost/wasted.

Over the years, we have crossed paths in your restaurant. You acknowledge customers, the team was customer-focused, and I don't recall a single negative experience. The problems that have surfaced over the past few months demonstrate the complete opposite experience. The managers are the benchmark for customer indifference. The GM is clearly accountable for the worsening trends, disorganization, gaming of ticket times, and the overall hiring of poor talent.

I don't want reimbursement for the missing entree or a freebie. My only request is that you share my note with everyone who was working last night, especially the manager(s). Then judge for yourself if you have the right people leading your...

The service here is regularly slow. I walked in this evening (around 8:45- well after dinner time rush) and there were two other customers in the entire building. There were about seven employees behind the counter- four goofing off with each other, one doing something in the far corner, and two in the back cooking. The two owners were also present in the far right corner talking to each other and dusting each other’s clothing off- sweet, but not helpful to your customers. I walked up to the counter & more than one employee made eye contact with me but failed to take my order. Finally, after about two minutes, one of the employees goofing off decided to get back to work & take my order. I ordered one eight-count nugget & a large fry. These items were clearly sitting in the warming area However, the person who took my order went back to goofing off instead of retrieving my food. I stood waiting by the counter for about five minutes- being asked twice by different employees if I’d been helped. I told them yes. None of them checked to see the order waiting area. Finally, the owner went over & checked & retrieved my food.

This is ridiculous. Every other Chick-fil-A I visit they have the food ready before I finish paying. Not here. This location does not reflect the “my pleasure” attitude of Chick-fil-A, and I am so sad & disappointed...

I hate to be even doing this…out of all the chick fil a I have been to, I’ve never had to write a bad review. I go to this one this morning before work, it’s about 710am, I get into the drive through and I wasn’t greeted. I asked several times were they open. I finally pulled off to hear them say go head with your order so I turn back around. Mind you, I’m the only car in the DT so I’m thinking they closed but inside is open. So after I go back around to get back in the DT line, I’m still the only car, I place my order pull up to the window and pay. I literally work 5 mins from the location, I get to my desk by 725 and begin to eat my food. My chicken minis were old. The bread tasted like it was three days old and the hash browns tasted like they had been cooked twice but still been sitting. I was highly disappointed. I contacted the store and of course no answer. In my 40 years of life I have never had a bad encounter with this establishment. In fact, I tell fast food chains with poor service to reach out to Chick Fila for training. Not sure what is going on with this location but I was and still highly disappointed. Management please fix it. I’m hoping it’s a staff shortage problem and things are getting missed and they are not intentionally serving expired or...