Chick-fil-A — Restaurant in Smithfield

This Chick Fil A has really gone downhill. Maybe it's only bad when the owner isn't there because I know this is not his standards. About a month ago we were dining inside and a couple of guys were sitting behind us. They were throwing ice across the dining room. My husband said something to them and one spoke up and said I work here. My husband told him even more reason for him not to be doing that. Another dine in experience. We had our 2 grandchildren and we told one of the workers they wanted to turn in their toy for kids ice cream. The boy brought a large cup filled with ice cream and 2 spoons. I insisted he bring the kids cups because they didn't need to share. Another visit through the drive through. We are sitting at the window and the worker on the outside leaned in the window talking to another worker. He used the F word complaining about the customer behind us. He was talking loud enough that we heard him so I'm sure the workers inside heard too. Another inside visit. The tall older lady was yelling at the workers and there was so much confusion that night. Water was all over the counter running under the credit card machine. I guess it was coming from the ice machine. I will say the young man that waited on us was very polite but you could see his frustration. While waiting on us this lady was still yelling for him to do something else. He actually said my pleasure which we don't hear anymore. Tonight's visit was the drive through. Polite young lady took our order. At window I specifically asked for the roasted bbq sauce that goes with the grilled chicken sandwich. She told me it was in bag. Nope it wasn't so my sandwich was not even good. I don't know what is going on but this is not Chick...

Yesterday, I was just passing through the area when I came across this Chick-fil-A. The place was absolutely packed—cars in the drive-thru were wrapped around the building. But to my surprise, the line moved fairly quickly.

The team members working outside were doing an excellent job keeping things moving. The young man who took my order (I believe his name was Aaron) was incredibly friendly and efficient. He made sure he got my order right and even asked which sauces I wanted and how many of each—something I’ve never experienced at other Chick-fil-A locations, where I usually have to ask at the window. I really appreciated that extra attention to detail.

Then there was a young woman named Sage (if I caught her name correctly) who was delivering multiple orders at once—three or four at a time. I was only in line for about two minutes before she reached me, which was impressive given how busy it was and how close I still was to the drive-thru speaker. She was incredibly sweet and took the time to confirm my order, which I appreciated. I had forgotten to ask for a sauce packet when ordering, and she ran back to get it for me without hesitation, returning in less than 30 seconds. She was juggling several orders, yet still made sure I got what I needed—even though it was my mistake. That level of thoughtfulness really stood out to me. She even helped guide me safely out of the line when there was a clear path.

As always, the food was delicious, but what truly made this visit exceptional was the customer service. Aaron and Sage went above and beyond, and I genuinely appreciated their kindness and professionalism.

10/10 for customer service at...

First, I am HUGE Chick-Fil-A fan---and this is the 1st time that I have ever said anything negative about a location anywhere, ever! The Smithfield Chic-Fil-A was not a great experience. We were traveling and went to the bathroom first---they were out of toilet paper in my stall (with 2 giant roll capacity) and the stall next to me had none either when I checked. So, we head to counter to register and the usual niceness that is to expected at CFA was not present. I tell the cashier that the bathrooms are out of toilet paper and she says ok---thats it. (Now---those are huge rolls and it is 9am, so either a million people have been in there this morning or they have been empty since yesterday, which means you aren't checking the bathrooms.) Next, there is a mix up on the order and the associate was not so helpful, so we just left the order the same (essentially causing the store to lose out on money because we wanted to order more). Then, with only 2 people in the drive thru and 3 people inside the restaurant, and 1 person in line behind us....we began the 14 minute wait for our food. Finally we get our order and upon 2nd look realize that some items are missing. Ugh----we had planned to make this a quick travel pit stop and almost 20 minutes later we are finally pulling out, when I bite into my chicken biscuit and realize that it is cold. Like hold to my face, not a bit of warmth cold. Definitely won't be returning to the Smithfield Chic-Fil-A anytime soon--at least until they work on speed of service, general customer service, and the...