Chick-fil-A — Restaurant in Vestavia Hills

This was not a good experience from start to finish and I've been to enough chick-fil-a to know this is not their way. My son and I stopped in after soccer practice at 10am. It was not busy. There were probably 4 tables taken inside including ours and the drive through and take out was slow at best. Food took quite a long time to arrive to our table and when it did it was not fresh and hot. At no point during our visit was there a table visit. Obviously not great, but really not worth commenting. What really upset me was when upon leaving my 14-year-old son wanted a refill of his drink. I threw our trash away and watched as he stood at the counter while he was completely ignored by probably 4 different employees. After a little bit I wanted to see just how long it would take to get anyone to help him. Unfortunately, no one ever did. One individual that looked like a manager (he was wearing a different colored shirt and was older than most of the employees) actually walked by my son a minimum of 4 times and never even looked down at him (his name was Brian). I finally walked up to the counter myself while the individual referred to above and another employee were talking behind the counter. One of them finally looked over and asked if I needed help to which I responded no, but my son who had been completely ignored could use a refill on his drink. Brian claimed to have been helping other customers, but as I said, I had been standing there waiting and watching the entire time, not to mention i was interrupting his conversation with another employee. Like I said, I have been to enough chick-fil-a to know that this is not a normal occurrence, but this was my first visit to this location, and I will...

I ordered on app, for pickup. I was waiting in the designated pickup area for my food. An employee came over and told me and few other customers that it would be easier for them (him) if we moved over to the counter. We all migrated that direction, only to be in the way of those trying to order, as well as those taking orders. Many individuals came in, inquiring about their orders (I assume curbside) and the timeliness of them. I overheard the manager explaining to one patron how they were extremely busy, and backed up, yet they continued to take order via all available methods. Never once was I or any of the individuals who had waited an extended period of time inside offered any condolences or explanation of delay. They continued to fire out orders for curbside and drive through, stuffing bags with some sort of coupons. I saw a few people pick up food, go outside, come back inside because something was wrong, and end up stuck virtually starting over on their wait. Unfortunately, when my name was called, I didn't check my order for accuracy, and it was wrong. I wasn't going to go through all that mess for a new large drink. But where I was left most disappointed was with the quality of food I was given. In my 12 pack of nuggets, a large portion of them were mis-shaped and full of gristle. And they all tasted like burnt oil. Not the standard I expect from Chick-fil-A or any other establishment that charges $10+...

I have been to this location and had excellent service so many times before but this most recent one will be the last visit by me. My meal was incorrect, it was a drive thru order so unfortunately I didn't notice until I got home. When my husband returned to get it fixed the manager Sam, who we had already seen yell at another couple, Sam refused to help because the majority of the order was correct. He said it wasn't policy to replace food. I called after my husband returned home and asked to speak with him. I informed him I had been a CFA employee for years and knew that the "policy" he was referring to did not exist, so I simply asked for it to be fixed. He accused me of "berating" him and then hung up on me. I called back to apologize if it sounded like I was being rude but he continued by say "what exactly can I do to make you happy?" in a very rude tone. I said I just wanted fresh food. He responded with "thats not policy and I am too busy with dinner rush to continue this" and then he hung up again. It was 7:45pm. Dinner rush was long over. Needless to say CFA Cahaba Heights just lost a long time and...