Chick-fil-A — Restaurant in San Jose

The quality of the food is just the same as always, this review is entirely regarding the service.

This was my first time going to this location, and it's entirely outdoor seating, so it's like old school walk up to the outdoor counter to order/pick up food. I ordered ahead of time so I could be in and out of there, and I chose the pick up at counter option. They have a designated Mobile pick-up window, so I was standing there, there were plenty of employees that you could see through the window that weren't particularly busy, they were INCREDIBLY well staffed, and yet everyone I saw would just look at me with that 'that's not my job' type of face.

There was this one girl that was opening an employees only door that faced the seating area. This door was around the corner from where the mobile pick-up window is, so when I noticed she was calling out names for mobile orders, I had to go ask to clarify if that's what she's doing. She says yes and ask for my name. I give it to her and she hands me my order.

I asked her if the mobile pick-up window doesn't open and she just said 'it does, but it's fine.' What? No, it's not fine. I'm not the type to write scathing reviews, but this is by far the worst encounter I've had at chick-fil-a, and the entire encounter just rubbed me the wrong way. What's the point of having a window specifically designated for mobile pick-ups if no ones going to open the window anyway?

If the restaurant was busy, and understaffed, I'd be much more understanding of the situation, but the fact that there were so many workers that looked at me, and just completely ignored the situation was just crazy to me. Even if the mobile order window isn't your job, it takes all of 30 seconds to open the window, clarify if the customer has a mobile order, and hand them their order or redirect them to where they need to go. After all of this, to add insult to injury, I get home and they didn't even give me my buffalo sauce.

I'm inclined to give this place another chance since it's the closest location to me, but word of caution to everyone else, if you go late, perhaps try the curbside pick up or the drive thru pick up instead of the window pick up.

Lastly, I would imagine this isn't a location you would want to dine-in at on a hot summer day considering all of the seating...

If you're in a hurry, this may not be the best place to get food. Long wait time, confused staff, and missing items. Most of the staff are really sweet kids though.

This was the most confusing and extra experience for a simple drive thru order of 2 burgers, fries, and chicken nuggets. I understand that it just opened and most of the staff may be new, but they made the process way more extra than needed.

They have tons of workers lined up at the drive thru to take orders with two lines. However, if one line is clogged, the staff just stand there doing nothing and allow for the traffic to continue growing on one side. The cars also can't change lanes once they drive in because of the dividers in the way. The woman taking my order walks away abruptly mid order and talks with the rest of the staff that just congregated in the middle of the drive thru for a few minutes. When she comes back, she only has a partial of my order and only admits she deleted the first part of my order when I ask about it.

Then, I wait for a longer while at the next window, only for them to have me park at the side of building and wait for my order. When my order FINALLY comes, they forget 1 out of the 4 things I ordered, so I had to go back and wait for it.

They did give me the missing item for free, and everyone (except for the one who initially took my order and the man in the blue shirt) was very polite and professional. They have the drive thru with 2 lanes and an outside ordering area, which would be really cool and efficient once they have their stuff together and their staff aren't so messy. Some other concerns are that the small parking lot is shared with the gas station and other places like Starbucks, so it is very limited. There are also only a few tables outside.

I will maybe come back again in a few months when they hopefully have a better system down and their staff is fully trained. A little disappointed because I've been waiting for this location ever since they began...

I had a terrible experience today12/12/2023, at 8:01 pm. I ordered the chicken tortilla soup for the first time. I usually order the chicken noodle, that is really good. It turns out that the chicken tortilla was pure instead of a soup consistency and was Extremely SPICY. I tasted it when I was already home, so I decided to call the restaurant and explain what happened. I asked if I could get the chicken noodle soup instead because it was too spicy or just a refund. The manager who took the call told me this is how chicken tortilla soup is, and it didn’t give me the option of getting a refund or changing the product. I am very disappointed, mainly because I am a frequent customer of this restaurant. Plus, I am a Chick-fil-A-One Signature member. It was a huge waste of money because the bowl of chicken tortilla soup cost $9.29 plus tax, and I put it in the trash. I recommend ordering any other product, but if you are not a fan of spicy food, stay away from the chicken tortilla soup. It would also be good to have a warning or a logo that specifies this item is spicy...