Chick-fil-A — Restaurant in Thornton

Let’s start with food is always good I’m giving a poor review because the “manager on duty/lead” is not a very friendly person! I went through the drive-thru to order my family food at home while on my lunch break I was told chicken strips were not ready please pull forward so I did and waited about 10 minutes. When I got home to deliver my family the food we realized there were still no chicken strips. I called 5 times kept getting VM finally I got an answer from the “lovely” Diego Diego!!! His attitude was poor and understanding was worse. I am on lunch break I do not get a lot of time and my kids were not going to get lunch now all I wanted was a refund for the strips so I could go get them something else to eat closer to home. Diego said we don’t do refunds we can give you a store credit or come back and pick up the chicken strips. I explained that was not an option due to time and I needed to get my kids something fast as I had already been on lunch for 30 minutes. He said no I argued again how can you not refund me for not receiving something I paid for!? He said hold on, surprisingly he got back on the phone and said I can’t refund you over the phone or else I’d have to refund the entire order so I had to go in anyways to get refunded for just the strips. I asked for his name he said Diego and I asked for last name he said Diego, I said your name is Diego Diego he said no but you just don’t need my information. As I was again explaining I cannot make it back due to time restraints and that he already had the receipt number he interrupted and said “I am not your bud” I said I’m sorry what did you said he said “I’M NOT YOUR BUD” I hung up called and proceeded to the store so I could get my money back. I’m now late back to work from my lunch when I got there I asked for a refund someone called Diego to the front he said hold on when he realized I was the one who called and went and got another person I’m assuming the real manager because he had on a different outfit and a card to process locked details not all employees could do he proceeded to give me a refund and I didn’t see Diego “The Lead” the rest of my visit!!! Aren’t yall supposed to be friendly “my pleasures” and all. A religious caring company!? Not the vibes Diego gives off at all!

Not happy at all with my interactions with your team lead Diego he should not be leading anyone but should be lead to treat...

I end up getting food poisoning. Call back and talk to manager. They needs to call the General Manager Cleo to talk to me the following days. When I talk to Cleo, she said that I talked to nobody and she had to investigate when the call came in,which I told her exactly when I called and easier to figure out. She calls me in a week, telling me the person I spoke, no longer works there and they have processes to make sure the food is fully cooked. We left off the conversation awkward, even to her I'm sure based on how she answered. The point here, is she doesn't believe the customer nor does he offer a meal or refund, so at least I come back. She just basically tells me that I'm just lying and there is no way their chicken can be undercooked and cause food poisoning, as in its un-heard of in her store. So blind and naïve. There was one other incident from another store, messed up my order to go. I called back and they said we are sorry, come back in and we will own you a correct order without me asking for anything, just letting them know. This current store in Thornton lead by their management sucks when it comes to customer service as in listening to them if there is an issue and handling correct. True, I could have lied, but I'm 39years old and a professional myself and don't need to put up with people like that. Very unprofessional from upper management and she needs to learn accidents can happen regardless of their process. They are kids/humans and mistakes can occur. Not in her store is my...

I like to swing through the drive through here for breakfast, and the only reason I can't give 5 stars is how often they get my order wrong, and I usually don't notice until I'm already driving away and too far to turn back for correction. Yesterday morning (3/5/25) I ordered a breakfast sandwich with no cheese, and that was confirmed over the intercom for ordering and then I was given a sandwich with double cheese. It was so disappointing. I still love the food but I hate American cheese, so this was the worst breakfast sandwich I had ever had from here. Usually I remember to check before driving away because I always order the same thing and it's wrong probably 70% of the time, even though the order is confirmed verbally before I pull up to the window. All I'm asking for is something with no cheese, and often I'll get something so wildly incorrect that it's confusing. Still love the breakfast here, just hate cheese.

Update 7/10/25 its only gotten worse. I ordered the same breakfast sandwich with no cheese and received a biscuit and sausage, no egg. And the wrong coffee. I know it doesnt really matter but I probably just won't go to this location again. Hope you have better luck, but check the items before you drive away.. I keep making...