Chick-fil-A — Restaurant in Thornton Township

So I haven’t had the best experiences here. The first thing I noticed is that the attitudes of most of the employees does NOT match what you’ll find at other Chick-Fil-A locations. I’ve encountered several dry/rude employees here.

Last time I was there, a man ordered two shakes with no whipped cream. And the employee made them with whipped cream anyway. When the man let the employee know that he asked for no whipped cream, the employee seemed to get annoyed and said something to the effect of “okay sooo what you want me to do about it?” And the customer said... “well I just want what I ordered, I didn’t want whipped cream”. Then the employee was like “okayyyy so you want me to remake them?”. To which the customer replied yes. My point is, that’s not how you handle things if YOU mess up someone’s order. No apology was offered or anything.

My main issue is with the mobile ordering. I’ve had multiple experiences where I’ve placed my order, went in 10-15 minutes later and it’s still not ready. I stand there watching a long line of people go through the line, order, AND receive their food......while I’m still waiting for a mobile order that should have been ready. The employees see me standing there and nobody bothers to ask what I’m waiting for, or lets me know the status of my order, which I find extremely rude. What’s the purpose of using mobile ordering if everyone else is getting their orders before me? I could have just gone through the line like everyone else, and it would have taken less time.

As I’m standing there waiting for my order, I often see customers come inside who had gone through the drive thru....because something was wrong with their order (no sauce or utensils, Cold fries, order was missing an item etc). I don’t think I’ve ever seen any of the employees apologize when this happens. More than half the time, my fries are cold when I receive them. I’m so confused as to why I’m waiting excessive amounts of time for cold food???

The thing that keeps me going back is that I actually do enjoy the food, when prepared correctly. Also, there are about 3 nice employees I’ve encountered. I wish I knew their names. But the majority of the...

The customer service has really gone downhill here, and it prevents me from ordering as frequently as I would.

On my last visit, we placed a mobile order and went in to pick it up. When we first got there, I saw my name on the screen, so I assumed they were still working on my order. Then after a couple minutes, my name disappeared, so I assumed my order was complete. But nobody ever called our name.

While we were waiting in the area for order pickups, at least 3 employees walked past us, and nobody bothered to ask what we were waiting for or if we had been helped by anyone. Additionally, there was one employee sweeping the floor in the kitchen prep area and another employee refilling the sauces behind their counter. Shouldn’t helping customers be the first priority? I also saw a person who I assume was some kind of manager/supervisor (because she was dressed differently than the other employees) walk past us twice. We literally stood there for over 10 minutes before we got an employee’s attention and asked them about our order. Turns out, our order was a bag of food that had been sitting there behind the counter for the entire time! Nobody ever called our name or bothered to ask us what we were waiting for. Who knows how much longer we would have been waiting had we not flagged down an employee. When they handed us the bag, the fries were cold from who knows how long they had been sitting out. And the ice cream was almost completely melted. This is not the Chick Fil A customer service we’re used to. And this isn’t the first time with this location. And the time before this, they shorted us an order of fries, didn’t include all the toppings for the salad and also didn’t include some of the...

I often patronize this location since it's a little closer to home than Orland, but will most likely go back to Orland after the insulting experience with Ana the Team lead. Today, while at the drive thru the attendees stated that their machines went down so they could not take my card, get to the pick up window give them card, and another attendee did not come back with the ice cream cones had to pull over and park and wait. As, I waited for ice cream, open my chicken tenders-- they were spicy--I do not like spicy food and was told Chick fil A changed their menu--but no one informed me. I asked the attendee to please trade for something else and he came back with an 8 count nugget only. I had to ask him for my receipt back because as I'm looking I noticed that there is a significant price difference between the tender meal and nugget meal. Ice cream finally comes and at this point I dont want to keep bothering the attendee, I decided to go in and Ana the Team Lead ..had the audacity to offer me 4 nuggets!! I asked her was she serious and she said she was!!...I stated I do not want 4 nuggets and would like my money!! She was struggling to figure out what I was owed, while my party waited in the car for me hot because I took the keys..I got $2 !and change back and still feel like I was cheated--Ana also told me I had to go back in the car and get my credit card to refund me the $$-- I paid with a debit card and should of had a choice for cash. Ana did not care to offer anything else for the inconvenience, and time I wasted while all my other food got cold!! Ana absolutely failed to make it a good day at Chic Fil A..do not patronize this location..Orland...