Chick-fil-A — Restaurant in Silver Spring

This location is absolutely HORRIBLE! I just had the worst experience here I have ever had at ANY Chick-Fil-A. They took over 40 minutes to complete my order on a Saturday night (2/29) because they did not initially have the Mac-n-Cheeses in my order (they were able to quickly get me my #1 large meal, however). They told me it would take 20 minutes for the Mac-n-Cheeses (they did NOT tell me about the wait until a few minutes AFTER I ordered). I was offered a refund for the Mac-n-Cheeses at that time, but was willing to wait 20 minutes for them. After I waited around that length of time, I was told it would be another 2 minutes. After about an additional 15 minutes passed (more than 30 minutes waiting for the Mac-n-Cheese), I demanded my order after speaking to the manager. I was once again offered a refund for the Mac-n-Cheeses, but told them I just wanted the Mac-n-Cheeses I waited so long for. I ordered 3 Mac-n-Cheeses (two large and one medium) in a plastic 5-cent to go bag (in additional to the large #1 meal which they already gave me). They only wanted to give me the two larges in two PAPER bags! I can't walk through downtown Silver Spring with those Mac-n-Cheeses in two PAPER bags--the bags would RIP many times over. So after complaining multiple times, I got the 5-cent plastic bag and the medium Mac-n-Cheese, both of which I paid for. The manager confiscated my receipt and would not give it back. If Chick-Fil-A did this to every customer, they'd be out of business. This experience was on the level of a BAD Mcdonald's experience, not on the grade I have ever seen from this company before. I am a Chick-Fil-A One Red member and expect more from this company and their franchises! At no time while in the restaurant did I ever got an apology for this grade of service. Normally they give customers a free food plastic card when they mess up--I didn't get that or an apology from the restaurant. It was clear that the staff completely forgot about my order given how quickly I got the first two large Mac-n-Cheeses (which only occurred right after I complained to the manager!). Is over 40 minutes the new standard for Chick-Fil-A to complete orders? I don't care how busy you are, you do NOT do this to your customers. Are you listening...

I have a gluten allergy and put in an online order. I typically prefer to order online because I can clearly dictate my needs & eat safely (most of the time*) without wasting 10 minutes of everyone's time discussing my gut sensitivity and what ingredients I have to be annoying about... so back to tonight.

I paid but when I clicked 'I'm here' when I arrived for pickup, there was an issue in the app. I waited for the servers (who were slammed with the last minute rush before 10) to verify they got my ticket, and they hadn't. I was freaked because a solid gfree meal is a pain to find late night but thanks to the incredibly kind service staff I didn't get stuck waiting another 2 hrs to eat.

Thu(? Sorry don't know if I remember correctly) painstakingly retook my order and, with the managers assistance, accomodated changes to the order due to desired items having been sold out since my order was placed. After verifying I had paid the first time, they made sure I had everything in my order, or equivalents, and hurried to help the next guest who was audibly frustrated with the difficulty of my order and how long it has taken to come to resolution.

Grateful to be done being a bother, and awkward because of the frustration I heard behind me, I raced away from the counter, not realizing I hadn't given a name for them to call in the restaurant when food was ready. Despite my frazzled vibes, staff were able to get my attention, get my info and then serve the remaining few guests before end of service.

Yes it was chaotic, yes we had to wait for the food, and no it wasn't appropriate to lounge and do dinner, but I super super appreciated that I was able to get actual food and started to chow down even before rushing out the door again.

I know service is tough - especially late night rushes - that keep employees from getting home, is the worst time to deal with difficult customer service issues and when everyone is tired... but the consideration, grace & accomidation i received from staff tonight was worth setting aside time to leave a deliberate review. Kudos to the staff working close this sat. Really...

I visit this location about 3-4 times a week, but today was not a good experience. I sti gave 4 stars because overall its still a good location and other professional employees. 1 bad apple don't destroy the whole bunch. 1st nobody greeted or even acknowledged I was there for a mobile order. Then as I waited, finally my grilled nuggets came up, but the attitude and professionalism of the server Eliana was not pleasant. I never experienced such an unprofessional demeanor at any Chick-Fil-A restaurant. She dropped a half full large fry in the bag, I asked can you fill the fry box, she looked at me like I spoke a foreign language and mumbled something to her coworker maybe manager &grabbed another fry. Then slid my bag to me like I wasnt a customer, a regular paying customer at that. No hello, no thank you nothing. When I asked can I have 2 extra sauces she replied didnt I put them in the bag, I replied 2 extra please. She tossed them in the back like I irritated her. Btw, I was goung to order another fry and said nevermind after her stinky attitude. If you dont like what you do find another job, was my thought. I held my tongue and said THANKS sarcastically. I've been to several CF in the DMV and have never seen a employee act like her. I visit here at least 2-3 times weekly & never have been so disappointed. The young lady beside her, possibly her manager wasnt pleasant either. They both act as if they should have called in sick today. Another employee whose always smiling, says hello& thank you for coming looked over &shook her head. I asked her what was the server name. There are 3 other managers, Mr. Lionel, Ms. Leah and a returning manager that is always on point. Eliana needs some add'l training or maybe another job not dealing...