Chick-fil-A — Restaurant in Santa Barbara

On Sept. 2, 2021, my husband and I ordered drive-thru (amounting to $24.24) and I scanned our app for reward points.  Little did I know that I was double charged (the other bill which was NOT MINE amounted to $32.58). And I only found out about this today (Sept. 8, 2021), since I just purchased a jewelry from Costco today that is why I checked if the transaction went thru. As I was browsing thru the transactions' history, I've noticed that I was double billed by Chic-fil-A on Sept. 2, 2021 with the same transaction number #03032 ($24.24 which is mine and a mysterious amount of $32.58). In fact, the other bill amounting to $32.58 is also NOT recorded in my Chic-fil-A app for reward points since if this were mine I would obviously scan the app for additional points.

So, my husband and I thought this would be easy to fix since clearly it could be checked on Chic-fil-A's end. Furthermore, it does NOT make sense to have 2 separate transactions USING EXACTLY THE SAME CARD PLUS THERE IS NO REWARDS POINTS SCANNED FOR THE OTHER MYSTERIOUS TRANSACTION AS PROOF. However, we were unpleasantly surprised since this is NOT THE CASE.

We went to Chic-fil-A (State St.) today- Sept. 8th and was directed to Kerri (upon seeing us after the cashier relayed our concern), we already sensed that we are not welcome (one could sense it thru the non- verbals of a person) but we let it slide and shared our concern about being double billed. And sadly, our gut feel was correct. We were met by a dismissive attitude and were constantly told to just dispute it with our bank since that what banks are there for according to her.

It is important especially for this kind of instance (where customers are wrongly billed to be at least treated right). What happened was, instead of saying sorry that this has happened to you, Kerri constantly mentioned that it is impossible to happen and that she does not understand why this happened (with a dismissive tone of voice as if implying we're making this up). And if she is confused, ALL THE MORE WE ARE CONFUSED, since as customers we don't have any idea or access to check on what went wrong on how come we are being double billed.

What happened with Chic-fil-A seemed to be one wrong transaction after another. First, we were billed WRONGLY (DOUBLE BILLED) and then when we reported this, we had to deal with a manager who does not seem to care since the store was busy. She was like going thru the motions of getting our contact details and even cut my husband when he was explaining the unfair situation. That is why I told Kerri that if you just listen to my husband you would know where we are coming from. I even told her that it is the principle of being wrongly billed regardless of the amount that is truly frustrating.   Because this is NOT SUPPOSED TO HAPPEN. This is really horrible customer service 'cause  it seems that she has no concern for the customer's welfare.  This is not the Chic-fi-A culture that we know. That is why, I would like to bring this to the attention of the management of Chic-fil-A (Santa Barbara)and I hope that this situation would be addressed immediately.

We were appalled since from our experiences with the staff of Chic-fil-A, it has always been pleasant, so naturally one would expect it all the more from the management team. We ended, when Kerri  just got our contacts and she said that she'll get in touch. But with the way, we were treated and she handled the situation, we are NOT SURE if this wrong situation will ever...

-my comment from @cfa_santabarbara on ig-

I recently went to Chick-fil-A® Santa Barbara and ordered a Chick-fil-A® Chicken Sandwich and said nothing other than "1 Chick-fil-AⓇ Chicken Sandwich" and someone at this establishment decided to add Extra Pickles to my Chick-fil-A® Chicken Sandwich. It was a surprise to be sure. My feelings were conflicted. I was at the verge of tears in this Chick-fil-A® establishment. I felt so loved to have got Extra Pickles without having to ask. It truly felt like I was a part of the Chick-fil-A® Santa Barbara family. I had a moment similar to Anton Ego in the 2007 Disney Pixar Film Ratatouille. I was sent back to my childhood where my mother would add Extra Pickles to my food. Thank the Lord and thank Chick-fil-A® Santa Barbara.

This is a true story that I really experience. I truly appreciate the Chick-fil-A® Santa Barbara staff. Especially the young ginger man, it seems he has a crush on me🤭. I believe his younger brother works there too, he always gives me mustard. Oh and a young lady, Beatrice or something is her name, she does a great job and is really nice like the rest of the staff. Oh and the tall gentleman, Marty I believe, he is a gentle giant similar to that of the Stay Puft Marshmallow from the 1984 film Ghostbusters™ starring Bill Murray who would later portray Garfield ™ in the 2004 film...

This place makes you wonder how McDicks stays in business. They often have such high volume of traffic in their lot that people wait in the street. This place is so popular the city had to add a sign advising people not to do so as well as actually install a median to prevent people from turning left into the lot. They often have employees in the parking lot take your order as soon as possible so its ready by the time you even get to the window. I've never once had any mistake with my order. The employees are all very polite and respectful to the point this place has usurped even In'N'Out as filling me with a sense of appreciation for the beauty of such a well-run business.

All of which is to say nothing about the quality of the food. Everything is delicious. They have excellent milkshakes and the best Arnold Palmer around. Give this place a try next time you want a quick meal, but dont forget to marvel at the wonder of a place where everyone wins. Employees, paid better than minimum wage and clearly earning it; customers, more than happy to trade some money for the reasonably priced and delectable food; service, polite employees who ensure they have the correct order and keep the place as...