Chick-fil-A Sherwood Way — Restaurant in San Angelo

This is the second bad visit that I have had at this location. I will not be coming back for a third.

This visit I placed a mobile order and went to pick it up in the drive through. I had rewards for everything except for a large fry, and the total was $2.98. They repeatedly kept trying to charge me at the window for over $20, claiming that the rewards would be refunded in 3 days. This has NEVER been the way that rewards work. Chick fil a customer service has gone way down hill, the team leader was impatient, mean, and extremely rude. She kept saying we will refund it in three days or come back. I was in no way paying $20 for food that came out to under $3 after my rewards. She eventually promo outed the fry instead of continuing to argue for another 10+ minutes. I know someone who used to work there and since we had the mobile order receipt she could have simply promoed out everything since she had the ability and saw we were in fact using valid rewards. Instead she would rather argue on why we should overpay and get refunded days later after Christmas. HORRIBLE customer service, I would never speak to a customer in the rude dismissive way she did.

The other visit that sealed the deal on never coming back here and actually prevented me from returning for 6 months was another manager accusing me of lying about my fries not being missing. I was dining in and we ordered 2 #1 meals, the girl brings our food and I inform her we are missing one of our fries. She tells us to go back and get in line which is at this point about 10 or more people, I oblige and I go get in line to wait to tell them that we were missing one of our fries. When I get to The register I informed the cashier and he goes to go get the team leader to tell him that we need another fry, the team leader is extremely rude and tells him that are you sure because I put the fries there? At this point I say yes I sure you we were missing the fries I told the girl who brought the food she told me to come get in line, the guy comes over and he ask “are you sure they weren’t there?” I tell him that they were not there and at this point I’m starting to get a bit upset so I tell him I told the girl who brought the food that they were not there and she told me to come back and get in line we’re dining in and you can come look if you want. Eventually he just gives us another fry but he was extremely rude and argumentative right off the bat when they missed part of our order. The customer service is horrible honestly I’ve had a better customer service at McDonald’s and from the self check out at Walmart. They should not claim to pride them selves in customer service when clearly in practice it is not being upheld at this location. I will NEVER return to this location. I have had many positive experiences at the Knickerbocker location and I will continue to frequent with that one if I ever feel like having Chick-fil-A again, but I will never come to this location and I hope to God I get a survey from this last experience, because I will make sure to let them know how their team...

When I got to the drive thru nobody answered the speaker 🔈 After a while I said “Hello?” long pause “Hello?” long pause… a truck pulled up to the other speaker and immediately they were asked their order. I said “Hello?” And after a long pause a female teenager giggled over the speaker and without apologizing asked what I wanted to order. When I gave it she read it back making several mistakes and correcting herself several times causing her to laugh at the end while cutting herself short and muting her mic. I made it clear from my tone that I was less then amused from her lack of professionalism but I didn’t say anything beyond “Um I guess that sounds correct.”

The name on the receipt says Marina

This Chick-Fil-A has really let things slip lately with who their hiring. I’ve had several issues with professionalism with teenagers focusing on what they find amusing rather than customer satisfaction. If you’re going to continue to hire children you’re going to need better babysitters on staff.

(I was going to leave this harsh review through the Chick-Fil-A online private feedback but apparently that doesn’t work unless you get a specific receipt.)

24 August 2024 EDIT: Returned only for them to mess up my order AGAIN. They mislabeled a sandwich so I had to drive ALL the way back to replace it. They didn’t offer me a...

I filed a complaint with this restaurant after my wife, was blatantly ignored by a staff member named Nathan. My wife attempted to get a refill, but Nathan just turned around and started to act busy. A female cashier called out to Nathan to inform him that there was someone waiting for a drink refill, to which he responded with "Yeah, I know I was trying to ignore her."

A day or so later, I was informed by a branch representative that an investigation would take place, in which both audio and video would be reviewed, and that I would be contacted a couple days later.

After nearly two weeks, I had to reach out for a follow-up. A day later I received a call from the branch CEO. He stated that there actually wasn’t any audio recordings, and that because they couldn’t hear what was said, it’s not possible to discern what occurred. He went on to say that Nathan has worked there for a long time with no issue, and that he “said he didn’t do it.”

Although the CEO did say they’d do training on customer engagement, I just feel like that’s a given in the customer service business. He made sure to let me know there are other branches in San Angelo, and that he’d understand if we never came back.

Very upsetting to experience this at our favorite restaurant, but we certainly won’t be returning to this...