Chick-fil-A — Restaurant in Roanoke

This specific location is constantly rude. Their drive thru scanner has not been working for at least 2 weeks. So they won't accept app payments. When I went inside today & asked to speak with a manager, I was told they "don't prioritize telling people at the drive thru" according to the "manager" which is ridiculous since you can pay with the app. They are also not telling people they CAN pay with the app inside. When I asked why they won't tell people they CAN pay with the app inside, the "manager" cut me off "You don't need to be rude, you don't need to be rude. Do you just wanna pay?" First, why was your FIRST reaction as a "manager", because a Leader, you are not, was to tell me "we don't" instead of, "Oh! I am so sorry. Yea, unfortunately....." You, "manager" are escalating this by not first activity recognizing there is a problem, true or not. Second, why did you immediately jump to "you don't need to be rude" when I was calmly asking a question, looking for an explanation as to why the service is subpar. Third, walking away from an upset customer, saying "Do you just wanna pay", again, is disrespectful &, haha, rude. Customers, are why we have jobs. You do not need to agree, or believe "The customer is always right" because they aren't. But you sure as crap don't automatically jump to disrespectful hot headed responses. I was a store manager for a very high end retail company. For over 15 years I have been trained in specific customer service skills & de escalation. I was NOT being rude, & do not appreciate being told I was when i was just trying to figure out why they're not providing the best & proper service to ALL of their customers. Because I can not be the only person trying to pay with the app. In the drive thru. Maybe post a sign if it's that inconvenient?

I give credit where credit is due, ask the Burger King on Orange Ave. I also give feedback when it's owed. Asking questions is a form of feedback. If you can not accept feedback, you should not work with the public.

I was laughed at by associates when I refused to pay another way at the drive thru. Prior, during an attempted curb side pick up that was canceled due to rain, they continued to run orders outside but I was not able to receive mine. When I went inside, a staff member made eye contact but ignored me & when she finally did ask what the name on my order was, all she did was look at the screen & walk away. She did not check on my order. Chic fil a is basically the only chicken my autistic child will eat & now I have money sitting on the app I refuse to use & it can not be refunded because according to customer service, this location REVERSED MY ORDER SO THEY CANT TRACK THAT I WAS THERE.

While Chic fil a in general is fine, this location has ruined all of them. I do not & will never, recommend going to the Southern Hills location to anyone. Customer service at MCDONALD'S is better then this location. Which is incredibly sad considering...

This madhouse of a parking lot and drive thru was handled quickly and professionally with a smile and "My pleasure"! My first time going to this CFA at this location and I was surprised how well masked the chaos on the hill is hidden!

The food: The Grilled Chicken Sandwich is beautiful to look at, but the chicken was totally flavorless without some kind of sauce. With just the tiniest bit of salt and some honey mustard, this was a tasty sandwich, with lettuce and tomato. Nicely served in an environmentally friendly box to protect the delicacy of this sandwich. The original Fried Chicken Sandwich was a flavor bomb, proving that seasoning and fat add so much flavor. A very plain looking sandwich only adorned with a couple of pickles, this pickle juice brined fillet was juicy and so tasty. I totally understand the attraction to this simple CFA original sandwich!

CFA has been approached by numerous other retailers on how to handle crowds efficiently, and they do it so well! I will definitely return to this busy, frantic and wonderful experience on the hill!

4/15/23 Returned early for lunch on a Sat, and parking lot was full but drive thru was clear, so ordered thru kiosk. Had some free food coupons which had to be taken at the food pick up. Took a few minutes to get these run up correctly, but staff were very friendly and did not make me feel like I was trying to use faulty coupons! Food was good, but one original sandwich had two lonely see through pickles, not enough to taste. I got lots of sauces when I asked, and everything was clean! Got an extra sandwich for Sunday, the day they're closed, in case of withdrawal!...

I think this Chick Fil A is really good over on Southern Hills Dr SW. I usually go through drive-thru but have been inside once. I go thru their drive-thru probably twice a week. Evan is usually on drive-thru and taking orders. I think he is very respectful and good on the drive-thru. However, when you pull around to the window theres usually someone else handing you your drink/food. On my last 2 visits, it was the same kid. I don't know his name, but he was wearing glasses. He didnt smile like people did on previous visits, and this kid called me buddy. He said There ya go, buddy. This has happened on the past 2 visits he's called me buddy. Now I know that sounds comical to some people, but it really bothers me when I am a grown man and I have a son of my own that I refer to as buddy. They should never refer to any customers here at this Chick Fil A as buddy or any other name that can be perceived as derogatory. I asked the kid how old he was and he looked at me like I was crazy and just said You can go. Ive given you your food. I felt like asking him again how old he was, but instead decided to just drive off. I might talk to the manager next time if this happens again. I know none of these people that work in this Chick Fil A are older than 25 except the older folks, and if they are over 25 they just appear to look younger. I honestly do take offence when a younger person calls me a name like buddy. Then looks at me like I'm completely crazy &a weirdo when I ask How old they are....