Chick-fil-A — Restaurant in Shelton

This is by far one of the SLOWEST Chick-fil-A locations in Connecticut. I’ve visited several others, and none operate at such a slow pace. While the staff here are friendly, the service is consistently slow and accuracy with orders is unreliable.

Slow Service: I frequently use mobile ordering and place my order 15 minutes before arrival, expecting a smooth pickup experience. I understand that food preparation typically starts when you arrive—but even after checking in and being present, I often wait an additional 5–7 minutes, sometimes even longer. On two occasions, I checked in 5-7 minutes early via the app and still had to wait another 6 minutes at the drive-thru window, which totals 11-12 minute total wait time.

This wouldn’t be as frustrating if they were busy, but when I go—usually in the mornings—there’s hardly anyone in the drive-thru, and only a couple to no customers inside. This makes the delays especially confusing. At the North Haven location, my food is ready within seconds of me arriving. Although it may seem like small wait times, it makes a big difference on whether or not I can arrive to my destinations on time.

Incorrect Orders: I also regularly experience order errors. Most recently, I ordered a Cobb salad with no bacon—but a few bites in eating, I realized it still had bacon. Mistakes like this are too frequent, and items I request or customize are often missing or incorrect.

Why I Still Go: The only reason I continue coming to this location is convenience of location. Otherwise, I would have already made a switch to a more reliable Chick-fil-A. Maybe I should take an extra 20-30 minutes out of my day to go to a faster and accurate...

This location is a stain on the entire Chic Fil A franchise. As a Shelton resident, I was so excited to see this location finally open. However, after visiting, they fall short of the typical Chic Fil A standard of excellence in multiple areas:

Service time: the drive through is inefficient and cumbersome to say the least. You don't have access to the menu when you actually have to order, which leads people to undoubtedly asking more questions, thereby increasing waiting times. Furthermore. Having to merge with another lane of bumper to bumper traffic is not ideal.

Wait times: after ordering my food, and waiting 20 minutes to receive it, something admittedly "went wrong" causing my order to be held up while the proceeding 8 cars behind me were serviced. To compound the issue, the order was incorrect. After the exceptionally long wait time, did a manger come out and rectify the situation? Apologize and make things right? Absolutely not. Instead, the attendant indicated that this was "crazy - and didn't know what happened". Mistakes happen - not a big deal. What is a big deal is the the inability of management to interface with customers when things go off the rails.

Quality: the food was cold and the fries were soggy.

I'm truly hoping this was the outlier and not the standard. If not, Corporate needs to come down and...

UPDATE: I reached out to customer service about this, and I was compensated for the missed food item. They need to get their act together. Was in there tonight (1/10/24) at about 7:00 PM. I ordered a meal, but unbeknownst to me, the cashier gave me money instead of charging me, so I stood waiting for nothing, because the order was not placed. I spoke to the supervisor, i was charged for the money that they gave me, and i was charged for them to remake my order. I bring my order home to Trumbull, only to realize that I am missing food. I call the store, I explain that there is no way I' am driving all the way back to Shelton from Trumbull. They offer to give me coupons on the app. Have me sign up for the app, and presto! They can't find my account information. Even worse, the genius who messed up my order in the first place, didn't even apologize, instead, she stood behind the counter laughing at wasting my damn time. Seriously? and I know the owner, managers etc don't give a damn anyway, because they are making so much money, who cares about wasting a customer's time and money. Now I don't have the food that I paid for, and I don't have...