Chick-fil-A — Restaurant in San Antonio

This is the first time I am writing a review of this place and I am disappointed that it is a not very positive one. This is my home Chick-fil-A and I order from here maybe once or twice a week. The delivery option has always kind of been an issue with this location, being it is always behind but usually 10-30 minutes. I work from home with a short lunch and I do not have a lot of time to wait in the long drive thru line so I opt for delivery instead. Today was a terrible experience for me on this locations end. I can realize that peak times they can get busy and orders may fall behind by a couple of minute but not by an hour. I had to wait for about an hour for my food to even be prepared in the restaurant to be delivered to me. (Attached screenshots - Venmo is the order charge when I placed my order, 50 minutes from me checking an update to my order. Screenshot of app and timestamps included) I then had to reach out to the location by phone and a lovely young woman picked up (I cannot recall her name) I explained the situation to her and that my lunch hour was practically over. Let me repeat that, I waited about an hour for my order to not even be made yet!! Let alone delivered in a timely manner. (Mind you I live less than 2 miles away from this location) while I was on the phone waiting for her to check my order, my receipt popped up in my email, meaning they had started processing my order. She then confirmed with me they received it and that it was in “red”, which I assume is overdue. I then asked her what solutions she was willing to resolve this and that my lunch hour had ended and I never received my food let alone had to order started. She then offered me a refund of my order and to not even send the delivery out since it had not been sent out yet. I explained to her that I still wanted the food but I was very disappointed in the lack of communication or professionalism. She then offered me an extra fry and a brownie for my inconvenience. I appreciate the offer, but she was basically offering me a bottom tier solution to a problem I seem more important than new extra fry and a brownie. I waited about an hour to even have my order be processed, I don’t think an extra fry and a brownie is an appropriate solution. I ordered what I did for a reason. I am very disappointed with this location due to their timeliness and I am now hesitant to trust going back to this location or I may take my lunch order elsewhere to another restaurant. I know one single guy like me leaving a super busy location like Bandera isn’t going to affect business at all. However, I do like Chick-fil-A a, like I said I am an avid fan, but this location had left a bad taste in my mouth after...

I'm writing to express my utmost disgust regarding an abysmal experience that took place at Chick fil - A establishment located at 11558 Bandera Rd, San Antonio, TX 78250, on the 6th of September, 2023.

To begin with, I navigated your drive through service and placed my order with a young lady who seemed more engrossed in her personal distractions than in executing her professional duty. Despite my prevailing intuition that this might undermine my experience, I chose to suspend judgement. Unfortunately, my act of faith resulted in an incorrect order and a sandwich that was as cold as the response I received when I sought for rectification.

Upon receipt of this shoddy service, I attempted to contact the location twice with the hope of speaking to the manager, to no avail. Braving my nagging dissatisfaction, I persisted and returned to the drive-thru, hoping to resolve the matter with the distracted young lady who had initially attended to me. Not only did I not receive an apology for the initial mistake, but I was also met with an appalling display of indifference as she continued to engage with her girlfriend/co-worker.

Upon her advice, I took my grievances to the window, recounting my ordeal to a gentleman who assured me that a correction would be promptly made. However, what I received in return was another serving of disappointment. The chicken was cold; the cheese an unmelted mass; the bacon, frigidly cold; and guess what, there was a grand total of one lonely pickle, despite a specific request for more.

With mounting frustration, I exited your premises only to give the restaurant another ring, leaving a message for the ever elusive manager. As I pen down this letter, I am yet to receive any form of acknowledgment or resolution from your end.

I'm not just sharing my experience for catharsis, but I am demanding answers. What sort of business conduct is this? Are your customers not deserving of basic respect, or at least the decency of warm food? Can measures be put in place to ensure employee attentiveness to customers, and if already existing why weren't they put into practice?

I do not regard the lack of response from your side as a sign of negligence. If anything, it solidifies my conviction that my grievances have substance, and demand immediate action...

Probably the absolute worst chick fil a experience I've ever had. I'm so sad, our family loves chick fil a! But today we received the worst customer service by the employees. I'm quite new to the area, so last week I called this location to see if they have a play area and if it's open, the employee I spoke with said "yes ma'am." Cool, so today I decided to take my two toddlers there for a treat and playtime. I show up, hands full carrying a baby, diaper bag AND holding my toddler's hand. I noticed an employee approaching the door and I'm thinking he's gonna open the door for me, nope! Which is fine, but he stood in front of the door, let me open it and continues to walk through letting me hold the door for him (clearly have my hands full) I didn't hear a simple "thank you" or a greeting, nothing! Already set the mood for my visit. So I go inside the restaurant, still not getting greeted, I search for the playground and to my surprise I couldn't find the play area anywhere, upon searching I came across a person who had their back to me but they looked like they were wearing the uniform. I wasn't sure so I politely asked this person if they worked there. The person turned to me obviously annoyed and looked at me like I offended them, they answered "yes?" Like it was a question that they indeed work there. Anyway, I inquired about the play area and they replied with "the play area has been removed since November" as I was talking mid sentence to tell them one of their employees told me just last week it was opened this person just walks away ignoring me! Hello?? How about tell your fellow employees to stop telling people the playground is open if it's not?? So I'm leaving, guess who's walking in at the same time again? The other rude employee from when I arrived, same thing happens. I open the door to leave and this guy just busts in front of me making me hold the door open for him without thanking me or saying "have a nice day." I will not be returning here EVER. I've worked customer service and in the restaurant business, I would never treat customers the way this group did. I get it, if it's a busy day it can be stressful that's just how the hospitality industry is. But please don't take it out on people...