Chick-fil-A — Restaurant in Surprise

Visited this location to pick up my mobile order I placed through the app. I waited for about 10 minutes for my order to come out before I approached a worker and asked. (The app said it should take 5-8 minutes.) It was not busy at the time. When I asked one of the workers, she tried to give me a different customer’s order with the same first name. I told her my full name so she could find mine. Then the manager came out and just said “Oh, I dont see your order”. That’s when I said “well I’m assuming you guys gave my order to the other Andrea since you tried to give me hers just now”. Her response was “oh that sucks”. No apology, no empathy. Then she said “let me take a picture of your order”. She brought me my drink first and said “I gave you a large because I could remember what size you got” (even though she took a picture of my order). She could have just taken ownership of her team and said “we upgraded you for the inconvenience I’m sorry”, but it’s like she didn’t want to.

She then went in and got the rest of my order ready. Finally, came out and gave me my order so we headed to the park for a picnic. I unpacked and set the kids & myself up ready to eat and I find that my salad came WITHOUT the dressing packet. At this point, I was not driving back to go for it. I called and complained and the same manager answered, who I found out her name is Lilly. When I told her what had happened, all she said was “hold on let me check”. She came back on the phone and said “I asked and we’re pretty sure we put the dressing in your bag”. I told her “I’m not calling to ask about it, I’m telling you there’s no dressing in my bags and you’re not going to tell me it’s in here trying to make me feel crazy”. All she said was “okay I’ll tell my baggers to be more careful. “ AGAIN, no sense of empathy. No apology. Not even offering for me to go back to pick up some damn dressing. Lilly, you lack customer service skills, and have no sense of empathy at all, especially as a manager and it shows because your team lacks them too and screws up often based off of reviews. Never going back to this...

We were so excited to get a closer location to us. Unfortunately we were highly disappointed.

For starters, it's a very odd concept with having no indoor eating area considering its Arizona... so I'm assuming they want to be primarily a drive through..

Chick-Fil-A is usually known for their exception service, but the order taker that we had wasn't very patient to begin with... I felt as if she kept cutting me off... I wasn't ordering slow or anything either, I just went at a steady speed to make sure everything was correct. (I worked in the restaurant/hospitality industry for 7 years, so I get it) But rather than he asking if there was anything else we would like, after every part/meal that I ordered, she either said "is that all" or tried to give me the total already... so by the time we finally finished our order, we were pretty irritated...

We were pleasantly surprised to see our order was correct and nothing was missing so we were hopeful it was a successful visit. But then when we got home, we were sadly mistaken...

All the chicken we got was really dry. We couldn't even finish the nuggets from how overcooked they were. Our large fries were not even filled up halfway and none of them were crispy at all. We were surprised they were even cooked they were so flimsy and soggy... Then the pickles on our sandwiches were a joke, they looked like the end pieces of the pickles, and not even full slices.. so the size of the pickles together barely added up to one pickle slice...

Then to top it off, there was no number in service to contact this location to bring any of this to their attention, which should be an easy option to improve with quality control and training...

Over all, this was the most disappointing $50 of food which we least expected to be from a Chick-Fil-A... not sure if we'll ever come back, it would probably be a long time before our return to give them a chance to train their employees better... Don't waste your time and...

Was passing through the area looking for a chick-fil-a and this showed up as only 3 mins off 303, which seemed perfect. I saw that it only had 2.1 stars but was driving so didn’t look at the comments to see why and hoped it was some kind of fluke, because how could such a well-oiled machine have a store that bad? Right? Well now I’m home and have time to read some of the bad experiences, and yeah, they line up with mine.

I will never be back to this store. I placed my order through the app and got into the drive through line then immediately regretted it because I could now see how slow the line was going. I wish I had chosen mobile pickup. In total the drive through took 45 minutes. Twice we all sat there for 5-10 mins with nobody moving at all. The employees out taking orders were nice enough to me, but were goofing around with each other and not being professional. When I finally received my order I asked if there was something broken in the kitchen or why were there long pauses with no food coming out. The confused girl replied saying they had just opened. Hmm okay if they opened that day then I get it but no, they “just” opened 3 or 4 weeks ago. I was planning to park and eat in the car but since it took so long I got back on the road to go home. I grabbed a fry out to munch on the way and it was barely above room temperature. Then I realized they left out my sauces as well. Aaahhhh!

Also, the cones for the drive through start in the middle of the drive way off the road. So if you don't want to go in drive through or you're going to one of the other businesses in the complex you have to drive in the left / exit side. I hope nobody's trying to leave when that happens.

And what's with no indoor dining? How is that a good idea in this area? This...