Chick-fil-A — Restaurant in San Antonio

When I ordered through the drive thru I ordered 2 separate spicy chicken sandwiches. One as a meal, and one just by itself with fries. I explained to the guy that took my order that I wanted to use my points to take off the sandwich that’s was by itself. He said okay and told us the total ($13.65) and since we were paying with cash they would help us at the window. When at the window they asked for the name, we paid, and they gave us our food. As we were driving off we noticed they forgot the sandwich we used points for. We stopped and said “excuse me” when the manager came out she asked to check the bag then said she would be right back. I parked and ended up having to go inside. When I got inside I was explained that the receipt was charged incorrectly and the items were all sold separately. I explained the coupon was to be applied to a regular spicy sandwich. Not a deduction from the meal that was never charged as a meal. I was told that it was my fault for not explaining my order even thou there was just a meal and a reward points sandwich being purchased. The assistant manager stood there badgering me about them being right and me ordering wrong for about 3 minutes… after some time of her explaining she just walked away and left me in the lobby, she grabbed the manager “nick” and he came to me with the original receipt in hand that I never received from the window. He explained the same stuff as she did and told me not to yell at the employees from the drive thru window. After him obnoxiously telling me to not too do it again. I corrected him and told him I was getting the young lady’s attention. After a few minutes of him belittling me he asked if my order was read back to me at all. I said no and he said then “that was our mistake”. So he gave me my correct sandwich and finally allowed me to leave with the original receipt stuffed in the new bag. Chick fila prides itself in customer service and this is a prime example of how a situation should not be handled. Thanks for making me look like I was begging for a free sandwich in front of other guest nick… I recommend you be present for training/overseeing your staff all around. Not just in the cozy office...

Every Chick fil a is different but there is one thing that is the same; items are always missing from orders. My bad experience started when I was ordering and I added a Chick fil a sandwich to my order and as I was saying no pickles the Male individual taking my order asked, "oh so you're adding another sandwich" and I said yes and then he stated what kind of drink, I stated, um first no pickles and before I could say to add cheese he then said what kind of drink; I wasn't done stating what I wanted on my chick fil a sandwich and his interrupting me was rude. I finished giving my order and as I proceeded to the drive thru window I could see the girl at tee window was having a long conversation with the person in the vehicle ahead of me. I waited patiently and when it was my turn before she even swiped my credit card I heard her ask someone to get some items for her and she'll pay later. She finally gave me my order and I asked if everything was in the bag and she said yes. As I drove off I noticed the salad I ordered wasn't in the bag so I had to go back into the drive thru lane. When I got to the drive they window I stated, "my salad I ordered isn't in the bag" and the girls response was, "oh yeah here it is, sorry about that". I feel the workers need to be focused on the orders more especially when an item was left out of my order. I thought missing items from my order was only happened at certain Chick fil a's but I'm learning it seems to be happening at all the chick fil a's...

Today we stopped by to pick up a catering order that was to be ready at 11:30am, but it was not ready at the specified time. This isn't really a big deal- stuff happens and sometimes everything doesn't go as planned. 35 minutes after our pickup time (and already running late to a meeting), I asked a passing manager when we could expect our order- explaining that we had been waiting a half hour. Unfortunately, the first thing this Owner/Operator (Nametag read: Mark Wasserman) said to me was "Hey, relax". I was caught off guard by this- I have never experienced this kind of service at a CFA before- much less from the franchise owner. He did not apologize or tell us anything about the order- just told me to "relax". He then went back to the back and found that our order had been sitting there, already prepared and waiting.

I completely understand that the restaurant gets busy and that orders may not always be on time- but I don't think it is ever appropriate for someone to address a customer in this manner. I certainly hope this franchise owner does not make a habit of speaking to his customers in this manner- If the man carries himself in this fashion, I do not understand how his employees can exemplify the CFA brand of excellent customer service. I have had great experiences with other CFA locations in the past, but this location didn't live up to the Chick-Fil-A standard. We will take our catering needs to another establishment...