Chick-fil-A — Restaurant in Temple

I ordered through the mobile app and drove from Morgan’s Point to pick up my meal. Once I got home, I started eating my fries and opened my sandwich to find tomatoes on it, despite specifically ordering it without tomatoes due to my allergy. I attempted to call the location several times for assistance but received no answer. Frustrated, I drove back to the restaurant. Upon arrival, the manager on duty, Cassidy D., finally came to the front after a significant wait. While I was waiting, I called the restaurant again, and the phone rang endlessly without being answered. When I expressed my frustration about the situation, Cassidy mentioned she had been busy making drinks and pointed out that her jacket/shirt was wet, which felt more like an excuse rather than a solution to my concern. While I would have appreciated a refund(had the phone been answered) the overall lack of customer service was disappointing. Cassidy explained that only managers answer the phone, which I found unhelpful; other establishments, like Whataburger, ensure that both employees and managers are available to assist customers. At one point, Cassidy told me not to get “that way” with her, which I felt was unnecessary since I was not being rude, I was simply stating the facts. Instead of offering solutions to my issue, she continued to provide excuses. After I placed the order for the remake, I moved to the side counter to wait for my corrected food, but I noticed her making heart gestures and smiling sarcastically at other employees. Throughout this entire interaction, she never apologized for the mistake. When I inquired about the General Manager, Jamar C., I had to ask twice before finally receiving any information. Cassidy didn’t even introduce herself at the beginning, further highlighting the lack of professionalism I encountered during my visit. Overall, this experience exposed a significant gap in customer service and left me feeling undervalued...

The Drive thru and mobile order lines are poorly organized. This is NOT the service any of us have come to expect out of this establishment.

I realize there is a learning curve for a newly opened restaurant. However, the mobile line is wrapped around the building not moving with no one in the drive thru lines. There are drive thru employees making vehicles back out of the drive thru for unknown reasons. Every vehicle they moved out ended up parking and going inside which leads us believe they are customers who used their app to pick up their order like the rest of us. We have been waiting for MORE than 40 minutes in the mobile pick up line with no end in sight. Get it together for the love of God. These are PRE paid orders.

We waited so long that we went inside to use the restroom and there were a ton of obviously unhappy customers inside waiting for their orders as well. Kids screaming, parents told the mac and cheese would take 20 minutes to be ready. Chaos.

The restroom was not appropriately stocked. No soap, no sanitizer, no paper towels. This location is way too over-staffed to be this unorganized. Clearly a management issue.

Food was hot, fresh, and delicious though. So grateful for...

I am extremely disappointed with my recent experience. First, my order was incomplete—I did not receive all the items I paid for. On top of that, the order was late, which added to the frustration. When I arrived, I noticed employees just hanging out in the lobby instead of working efficiently. This lack of professionalism was not only frustrating but also contributed to the poor service.

To make matters worse, the portion sizes were surprisingly small, nowhere near what I expected based on the price. When I addressed the missing items with the staff, I was made to feel like it was somehow my fault. The dismissive attitude and lack of accountability were completely unacceptable.

I am requesting a full refund for this experience. Not only did I not receive what I paid for, but I was also subjected to poor customer service and left feeling unvalued as a customer. This situation could have been avoided with better training, more attentive staff, and accountability for mistakes.

I hope management takes this feedback seriously to improve their service and ensure other customers don’t face...