Chick-fil-A — Restaurant in Town of Cheektowaga

Awful!!! Three major errors on One Visit!! Unreal. Ordered two combo meals. Initially Christy took the order. The two meals were brought to our table. A spicy sandwich was labeled incorrectly as Original- the person who took a bite (allergic to spicy) in shock. Other sandwich labeled Spicy Deluxe (was not) noticed after biting into it it was Original. OMG I go up to counter with receipt and explained to Benjamin what was wrong. He then proceeds to tell me to go back to the other end of the restaurant where we were sitting to bring back the two sandwiches (even after showing him the receipt)! He thinks we would actually keep or eat them!) He wouldn’t do anything until I went back and brought them to the counter.

What he should have done, was remade the sandwiches, and told us that he would bring them back to the table. And then collected the wrong ones but no, he wanted me to walk all the way to the other end of the restaurant bring them back and then wait while they made new ones which took about six minutes. In the meantime all my fries were cold and so I mentioned my fries were sitting at the table getting cold - that I would want new ones now at this point!, and he said I needed to go bring them back in order to get new ones!! I was losing my mind with this incompetent person. I said “no, you can just bring me new ones to my table and take the old ones!” About five or six minutes later somebody comes with the fries and we noticed that both sandwiches once again were completely wrong! Neither were correct. This is the second time in a row now! I got up and ran into a manager and explained the problem, and he said he would take care of it (he took the old sandwiches and went back towards the main counter) and came back four minutes later with two “new” sandwiches - I think he just took them out of the boxes and switched them because I could see greasy fingerprints on the buns!

No apology for the three times they screwed up! After all of this, they should have given us a refund for the entire meal or a coupon for free food for next time. No such thing!!

Additionally, I did want to mention the lettuce was all rotten on the sandwiches, and the buns disintegrated into tons of pieces! Their rolls/buns are just absolutely horrendous!! it literally disintegrates in your hand!

I will never be returning to this restaurant. I am just disgusted at the way this whole situation was handled. I would never recommend anyone going here quite frankly. That was my last time to chic fil a. Total rip off $24.45 for two sandwiches, two fries and two drinks normal/medium size. Unreal. I could go to a nice restaurant for what I paid for this garbage.

Three strikes -...

I go out of my way to stop at chick-fil-a as they aren't readily available to me in Canada.

There's a certain level of friendliness and positivity you expect when at a CFA, and this location failed on all levels.

When I arrived, staff were audibly complaining about their shifts, and being forced to work longer that day. I stood at the counter for a few moments without being acknowledged, and eventually somebody took my order, and then waited several minutes before taking my payment as she continued to complain about her shift.

I felt like I was interrupting her by ordering my chicken.

So now I'm waiting. After about 15 minutes I'm summoned to the counter to collect my meal, and again, there's a level of indifference being shown here, especially after I waited so long. She just passed me the bag without even making eye contact. There was only one other customer in the restaurant, and nobody in drive thru.

I open my meal to find that I've been given a grilled chicken and egg white sandwich on an English muffin. My order was a chicken biscuit meal with American cheese and no egg.

I approach the counter, say "excuse me" 3 times before anybody came to see me. When I showed her the wrong sandwich, she stared at it for a minute, looked at her screen, then asked me what I ordered. She took the wrong sandwich, no apologies, and barely an acknowledgement that a new sandwich was being made.

I sat at my table, ate my hashbrowns, and 5 minutes later a cold chicken biscuit arrived.

I had to rush to eat it so I could get to the airport for my flight. As I was leaving, the garbage was full and wouldn't open. Several bags were on top of the bin.

It's unfortunate that this location seems to fall so short of what the experience is at other Chick-Fil-A's. I've been here in the past as well, and the staff generally seem unhappy, unengaged, and not living up to the style of southern hospitality this chain is known for.

Lesson learned, and I will be avoiding this location...

Great location, but drive-thru after 9 p.m. needs serious improvement

I’m a loyal fan of this Chick-fil-A — I’ve visited 22 times, and the service has generally been excellent. This location is clean, well-staffed, and the team members are consistently courteous and professional. I've had the pleasure if meeting Cassandra Sheedy (owner) numerous times on visits, she's very personable ... I like this place.

That said, I used the drive-thru for the first time recently and had a frustrating experience that’s worth sharing for transparency:

9:16 p.m. – Arrived and joined the line from the entrance off the shared road (near the hotel and storage area).

20 minutes – Finally placed my order with a polite and friendly attendant.

9 minutes – Received my food: sandwich was hot and tasty, but fries were lukewarm and the milkshake was runny.

2 minutes – Cleared the drive-thru merge, though I exited ahead of cars that had been next to me when I joined the line — the flow could use some management.

Total time: 31 minutes. Two lanes were open, but throughput was unusually slow compared to my experiences at other locations, even during busier hours.

A few positives worth mentioning:

The chicken sandwich was excellent.

My order was accurate, including the two extra sauces I requested.

Staff interactions were consistently positive — one employee taking out the trash and another adjusting pylons both checked in to ask if I needed anything while I was eating outside on the patio.

I hadn’t realized the dining room closes at 9 p.m. and the drive-thru at 10 p.m., since I usually visit earlier in the day.

I’ll absolutely be back, this is still my go-to Chick-fil-A. But I’ll avoid the drive-thru during the late-night window. There's clearly a service bottleneck that doesn't reflect the otherwise high standards of this location.

But the near closing drive through was an...