Chick-fil-A — Restaurant in Sugar Land

I’d like to share feedback about a recent experience I had at your Town Center location at 2323 Hwy 6, Sugar Land, TX 77478. 10:40 Saturday, May 3

During my visit, I mistakenly entered the mobile order-only lane in the drive-thru. This setup was unfamiliar to me, and I didn’t realize it until I was already in line. While there may have been signage, it was not large or noticeable enough to clearly indicate that the lane was exclusively for mobile pickups. As someone who has visited many Chick-fil-A locations, I’ve never encountered this system before, and there was nothing that clearly stood out to prevent this honest mistake.

When I tried to place an order, I was told I would need to drive around and re-enter the line or go inside. I explained the situation to the manager, Paige, and asked if I could simply place my order there as a courtesy, given the misunderstanding. Unfortunately, I was told that wasn’t possible, and there was no effort to accommodate the situation or offer a helpful alternative.

What made the situation especially upsetting was what happened next: when I calmly said I would wait in line while contacting Chick-fil-A corporate to better understand the policy, I was told the police would be called if I did not move. I was shocked and hurt that a respectful conversation about an honest mistake led to such a threatening response. I was not being disruptive—I was simply advocating for myself and trying to resolve the matter reasonably.

While I fully understand the importance of systems and procedures to keep service running smoothly, I believe there should be room for understanding and flexibility when a customer clearly didn’t intend to do anything wrong. The rigidity and escalation I experienced felt deeply out of step with the customer service values Chick-fil-A is known for.

I hope this feedback is taken seriously and used as an opportunity to revisit how team members respond in situations like this—particularly in the way they communicate policies and handle genuine mistakes with empathy and...

My family loves Chil-fil-A and it's our "go-to" for when we are on the go. However, this location is terrible. I avoid it whenever I can because the traffic is always bad and the service a bit slower than other locations, but until today I didn't have anything bad to say about their customer service.

I waited line for 10 minutes just to be able to park in a mobile pick-up space. After parking and entering my space number on the app I waited another 22 minutes to receive my food (I was just picking up a kid's meal). The app notified me that my food was "on the way" and after 8 minutes I finally left my vehicle to speak to the gentleman who directs traffic. I asked him if I could speak to someone in the building because I'd been waiting for 30 minutes and I was going to be late for work. He responded with, "No you haven't. I get paid to time all the vehicles and you haven't been waiting for that long." I told him that my receipt showed that I had submitted my order at 12:47 and it was now 1:18, so yes, I had been waiting for over 30 minutes and that the app notified me 8 minutes ago that my food was "on the way" so I just wanted to check to see if there was a problem.

He then told me that that only meant they were preparing the food (which is not true because the app notifies you first when the food is being prepared and then again when someone is on the way). He told me to keep waiting.

I waited another 4 minutes before my son's food was finally brought to my car - food was cold and his milkshake was melted.

During my 35 minute wait for a $5 meal I saw several other people exit their vehicles to inquire about their orders as well.

This is a terrible representation of the...

I was disappointment regarding my recent dining experience at your 2323 Highway 6, Sugar Land, TX 77478 restaurant on 03/04/25. Unfortunately, my visit was far from the positive and welcoming experience I have come to expect from Chick-fil-A First, I was disappointed to find that several items from my order were missing when I received my meal. I had specifically ordered Fries, roasted almonds,sauces , but they were not included in my tray. While I understand that mistakes can happen, what truly upset me was the way the situation was handled when I brought it to the attention of your staff.

The workers I spoke to were dismissive and rude, and acting intoxicated under a substance and instead of addressing the issue professionally, they insinuated that I had not paid for the missing items. This accusation was not only incorrect but also deeply disrespectful. I have always appreciated Chick-fil-A’s reputation for excellent customer service, but this experience fell far short of that standard. The only redeeming factor was older gentleman in the blue shirt he gave me a Polynesian sauce when I asked and he confirmed with me is one enough and I said yes because i didn’t want to be more of a bother but he was the kindest.I would like to request that this matter be addressed promptly. I believe your team could benefit from additional training on how to handle customer concerns with empathy and professionalism.

I have been a loyal customer of Chick-fil-A for years, and I hope this incident is not reflective of the values your company stands for. I trust that you will take this feedback seriously and take steps to ensure that such an experience does not happen to...