Chick-fil-A — Restaurant in Southlake

Haven’t been in months and thought that I’d stop by for some good ole chick-fil-a. Food was okay like always. My issue is when I went to get a refill before I left, I said I wanted a refill to this guy and to dump out my old drink and put fresh ice in. Somehow that was the most confusing thing to be asked to this guy, who I’m sure didn’t understand English well. Why are yall hiring people who don’t know English well. I had to explain like 10 different ways what I wanted. He was just staring at me looking confused the whole time. I’d be like “I want a refill of Diet Coke, but can you dump it out and give me fresh ice”. He’d stare at me dumbfounded and say “so you want more ice or less”. I’d explain again what I wanted and he put more ice and didn’t dump it out. This went on for a bit while I tried to explain in different ways and he was dumb founded the entire time, and even made hand motions like I was dumping out the ice to try to tell him what I mean. Then he was like “diet” and I was like yes “Diet Coke”. He gave me Dr Pepper, and I had to explain I wanted Diet Coke. So he dumped some of it out but not all, as I got in my car and it still tasted exactly like Dr Pepper, with a very slight Diet Coke flavor. So I had to go back inside while it was raining and eventually a different person helped me out instantly. My thing is, why is that such a confusing question? I want you to dump out my drink and give me fresh ice before the refill, what’s so hard about that to understand. Don’t hire people who don’t speak English, or barley understand it. This shouldn’t have been a issue. Never have had a issue before...

This location needs better leadership and more training. The outside crew came off very inexperienced and immature in front of customers. Given there were no adults present, it really made this location look like a school event ran by students with little to no training.

None of them seemed to understand how to direct traffic. Therefore, one lane had to sit and wait until either a car from the other lane would let them go or the girl supposedly directing traffic finally stopped the other lane to let a car in - both cases were almost nonexistent.

Interactions between crew members in front of customers were also unprofessional. Lots of bantering, overly dramatic phrases, and obnoxious actions. In one instance, a car pulled in line that most of the crew knew and they all started shouting, squealing, and jumping up and down, paying no attention to the customers they were serving. One girl was jumping and dancing while holding the credit card reader inside a vehicle for the person to pay, all the while the card reader moving all around making it near impossible for the customer to use their card.

I've been to many Chick-fil-A locations and most all of them run a tight ship, especially during busy hours, and are professional the entire time; thus, making the experience pleasant. Unfortunately, this location is by far the worst experience I've had at a...

Update 05/10/2025

Absolutely unacceptable experience at the Southlake Chick-fil-A. I placed a mobile order through the Chick-fil-A app for a Spicy Southwest Salad with extra grilled filet—which I paid for—only to get home and realize the filet was completely missing.

When I tried to report the issue through the app, I discovered there’s NO way to submit a claim. No support ticket, no refund option—just a note telling you to call the store. What kind of major company operates an app without a basic complaint system?

I called the Southlake location FIVE TIMES. Not a single person answered. So I had no choice but to drive all the way back. And guess what? Even though the order is in their system, they refused to do anything unless I showed them the physical receipt. Ridiculous. It’s 2025. Everything is digital!

To make things worse, instead of an apology or refund, they just tossed me the missing grilled chicken like they were doing me a favor. This place is clearly run by people who don’t check orders and don’t care about fixing their mistakes.

If you order here, double-check everything before leaving. You can’t trust them to get it right—or make it right.

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I just picked up my salad through curbside, and when I got home, I realized there’s no dressing. How am I supposed to eat a salad without dressing? This is really...