Chick-fil-A — Restaurant in Rockville

I never thought I could give a bad review to a Chick-fil-A, but this location is very bad. I'm used to go to Olney or Kentlands, but this is closer to my home so I gave it a try... The way I usually do is to place an order online and submit to prepare like five minutes away, usually when I get there is a couple of minutes wait... I did just that and I had to wait more than twenty, the place was relatively empty when I got there, which was surprising since it was about 12:30 in the afternoon. There were multiple people waiting for food, but they were very quick to attend new customers. After about fifteenth minutes wait I ask someone, they got my name and said "your are next" couple of minutes later they come with a relatively small bag and gave it to me with no comments, before this person went away I asked for the milkshake I ordered, it seems she didn't know my order had a milkshake... while we waited even more time for the milkshake we decided to review we had everything, and no... One sandwich was missing, I told the same person about it and she went to to back to get it, when I saw a person that seemed to be the manager I told hom about the wait and two times incomplete order, all he said was "we are a new location and people are learning"... And went to the back to grab the missing sandwich, but when he came back he made me empty the bag to double check that I want's stealing a sandwich by complaining that my order was incomplete (twice) shame on him... My son and I were taking that probably the poor service is what caused this location not to be as crowded as others... I think I rater keep driving couple off minutes to a farther location than spend even more time waiting on people not doing their job as they should and that unfortunately doesn't...

The most idiotic Chik Fil A I've ever patronized! Why can't we have half stars or negative stars??? I ordered 3 simple things, a spicy deluxe, kids meal strips, and a 4 piece strips and a side order of chicken tortilla soup via the mobile order. Let's just say I stood in line long enough for the app to prompt me twice if I had received my order. Finally after 18mins, someone came to check on me but it was "still being prepared". Well, how's that when all 5 people who showed up after me got their food? After 20+ mins, I had my wife who was in the car asking what was going on and a distraught toddler asking where his food was. At one point, the Asian girl mentioned my name to the African girl and they would giggle, then mention my name and order and giggle. When I finally got my food, it was half the order and no kids meal. The sauce was wrong and after 3 attempts to give me the right sauce I gave up but I had to remind them that I still had the kids meal due. That was another 5 minutes and I walked out just to realize halfway to Damascus that I didn't get my chicken tortilla soup so I called to store to get a refund, yes, a refund. After the treatment there, there was no way I was giving them a penny free. Well, the joke was on me, we got home and I realized, there was no fries for all the orders. At that point, I just pretended that one hour experience didn't happen. Avoid that despicable store, shame on the operator! Never been treated that way before in a Chik Fila but reading other people's experience, conveniently forgetting people's orders and bad customer service is a norm for this place passing...

April 2021 This is a VERY busy Chick-fil-a, ever since they opened. I drive by this place a lot on route 28, and the drive thru is always very long (except Sundays of course). I thought at first they only had two drive thru lanes, but they also have a third lane that goes through the front parking lot (there is additional parking in the side lot reserved for Chick-fil-a customers). They also have staff stationed outside, some with tablets to take your order and others that ferry your finished order to you in the "drive thru". All the staff wear masks and gloves.

I ordered online and arranged to pick up in store. With online orders, you have to click a button indicating you are at the store before they charge your card and start preparing your order. It took about 10 minutes for my order to be ready, which I though reasonable considering how busy it was. A staff member greeted me when I entered and brought me my order after I gave my name. I had ordered two meals and they had put my two drinks in a sturdy cardboard carrier with a handle. I also found it interesting they had put my ordered sauces (ketchup, mayo, and mustard) in a small separate bag inside the bigger meal bag.

Food quality was the same as any other Chick-fil-a. Nice, thick slab of chicken, not too dry. Lettuce was a little limp but good enough for a fast food place. Yummy waffle fries.

The only complaint is that the outside of the sandwich containers were very oily and greasy. The insides were fine, so most likely the staff handling the containers with greasy hands. Not that big a deal, but something to...