Chick-fil-A — Restaurant in Texas

Chick fil a is known for their great customer service. Staff members at this location have always been polite and respectful. However, the service I received from Jaelyn today was horrendous. Jaelyn took my order, which included 2 kids meal with lemonades and an iced vanilla coffee. She brought my lemonades, but never brought my coffee. My food arrived. Still no coffee. When I came up to the counter to ask for my coffee, I spoke to another staff as Jaelyn was taking another customer's order. Right after I had spoken to the staff Jaelyn said "I took your order right?" Then, she told me she brought the coffee to my table when she brought the lemonades. I walked back to my table to check just to make sure I didn't miss seeing the coffee. Nope. No coffee on the table. So I walked back to the counter and before even saying anything, Jaelyn started making my coffee. She was taking her time. When she handed me the coffee her head was turned away. No eye contact. No apology. She acted annoyed like I drank the coffee she supposedly brought to my table and came back for a second free one. As I walking away I turn back to look at her. She and another staff was talking while looking at me. I came back to the counter to confront her that she never brought me the coffee when she brought the lemonades, and if she needed to she could walk to my table to check. She then said the staff was asking her about something else. But I didn't even mention anything about the other staff saying anythin. So ok???? I told her she's acting like I purposely drank the coffee she supposedly brought to my table and came back for a free one. The entire time I was talking she looked away and acted like she didn't care about what I had to say. WOW. I requested to speak to the manager and told him what happened. He apologized on her behalf while explaining that confusions can happens with the breakfast crowd and lunch crowd. I get that confusions can happen, but having an attitude like Jaelyn's while she's in the wrong is unacceptable. We sat right under the restaurant's camera so I told the manager he can check it to see if she ever brought me the first coffee like she said she did. I am a paying customer. I refuse to be treated like a cheat who's trying to trick a business into getting free things. I came back after finishing my meal to get the ice cream that comes with the kids meal. Turns out you're supposed to get the toys with the kids meal, and if you want ice cream then you bring the toys back to the counter to trade for ice cream. Did Jaelyn give me toys in the kids meal? NOPE. I sure hope she didn't think she gave me the toys and that I snuck them away like I did...

The management of this Chick-fil-A staff is just truly going under. I have items forgotten on my order almost every single time I go. The large fries are never actually filled to what is being paid for. Staff members do not hesitate to have unprofessional conversations rather than tending to customers. There’s been at least two or three times I went through the drive-through where the people outside the window did not even talk to me they were just talking to each other using vulgar language and handing me things. The inside is also almost always dirty and it is hard to find a place to sit down that isn’t covered in trash. Today I went through the drive-through and there were employees using their iPads rather than ordering off the menu even though there was not a line. Because there was three people out there holding iPads I slow down through my lane and asked the boy there if I was supposed to order with them (him and another girl that was standing there) and he just looked at me so I pulled forward. Nobody answered me on the menu as I watched the girl finish our conversation with him before walking up to my car meanwhile, three other cars pulled through the next lane ahead of me. This, of course caused confusion with the rest of the line not knowing if it was my order, so I’m not really sure why she waited to have that conversation rather than assisting and lead to more problems. She also claimed to have scanned my app for rewards, and didn’t? I never even held my phone out for her to do so, so I am unsure why she felt the need to lie. At the window for this order, they did not hardly speak to me and just looked at me before asking me to pull ahead and wait. I waited. Only my food was brought so I asked for the drinks. The girl at that point in the line also said nothing the whole time just went ti get it and left when she dropped it off and just acted annoyed when I asked for a receipt. She just said “it’s in the bag” and walked off. Idk what’s been happening here I understand being young and kinda not caring about your job but it’s like the whooooole facility and as I said before it’s been a continuing and persistent issue. I hope...

Update: Thank you for doing an amazing job. Always friendly, professional and clean. Yall are fast and are always our orders consistently right.👏👏👏👏

Update: The service has been phenomenal the last few times I've visited. They stay on top of everything and always make sure you have utensils, ketchup, and hot sauce without even needing to ask. They haven’t made any mistakes with my orders, and that consistency really stands out. Well done to the team for keeping up such great service!

I’ve been a loyal Chick-fil-A customer for many years, but over the past five years, I’ve seen a noticeable decline in service quality.

The exceptional customer care that once set Chick-fil-A apart seems to have faded. Employees now appear less engaged and indifferent, and accuracy has become a consistent issue.

Every time we place an order, something seems to go wrong. They frequently add butter to items we specifically request without it, and sometimes, the fries are overly salted. They always give us the wrong items or leave items out.

It’s disappointing to see such a shift from the high standards that once defined their service.

I hope Chick-fil-A can address these issues and return to the level of care and attention that made them...