Chick-fil-A — Restaurant in Virginia

Today, I accidentally placed a mobile order at the Air & Space Chick-fil-A in Chantilly, while I was physically at the Sully Road location. When I walked into the Sully Chick-fil-A, I asked for the kids' treat after the meal — but they couldn’t find my order in the system. That’s when we realized the mistake.

The Sully team was incredibly kind and professional. They calmly explained the issue and told me it happens sometimes. One of their employees kindly suggested that I call the Air & Space location to cancel the order, since I had made it in error.

I called the Air & Space location five times in about seven minutes, and no one picked up. When someone finally answered, I explained the situation and asked them to cancel or refund the order. I mentioned that I had my hungry kids with me, and I just needed a quick solution. I even asked to speak to a manager — only to be told he was the manager. Despite my polite request, he refused to cancel or refund the order.

At that point, the Sully cashier, Clarence, stepped in to help. She was truly amazing. She explained Chick-fil-A’s policy to him and emphasized that I had my children with me, and that I’m a loyal customer of more than 10 years. Sadly, he still refused to help. Instead, he told me to drive to his location and said he’d make a new order. But at that point, I didn’t feel safe or comfortable accepting food from someone who had been that unsympathetic — not for myself and definitely not for my children.

I ended up reordering at the Sully location, where I had already arrived, and the team there took great care of us. Clarence also recommended I contact Chick-fil-A customer service, which I did. They promised to follow up by email and encouraged me to share my story here.

This isn't about $37. It’s about common decency, compassion, and professional behavior. The way the Air & Space location’s manager handled this situation was unacceptable — no empathy, no flexibility, and no concern for a stressed-out parent with hungry kids. Even his own colleague from another location explained the situation, and he still refused to do the right thing.

I’m writing this review not out of anger, but to protect other families from this kind of experience. I hope Chick-fil-A takes this seriously and ensures that all their locations uphold the level of service the Sully location...

This is the closest Chick-fil-A to IAD, a.k.a. Washington Dulles International Airport.

No wonder Chick-fil-A has such an outstanding reputation. Although some of the employees in this particular Chick-fil-A have room for improvement, overall it is a five star experience with genuine smiles, courtesy and "my pleasure(s)" galore.

My chicken sandwich came out with cold to the touch American cheese--please change to real 100% cheese-- so I politely asked that it be reheated because I don't like cold cheese on a hot piece of chicken. After waiting minutes for the cheese to melt, I asked teammate Marcus the status. Another staff member calmly and cheerfully explained: the only way we have to reheat the sandwich was to do whatever was being done which took a couple minutes . OK, that's a good answer . Staff fixed it and brought it back to me. The airplanes from Dulles fly overhead and the wonderful Wawa gas station convenience store, with equally outstanding staff, is next-door. Great place to bring the family. The ChristMass music was outstanding, and the electronic mechanical trashcan was terrific. I've never had a trashcan bring a smile to my face before like this. I cannot omit the at least 24 inch tall solid wood pepper grinder on the counter with the condiments. Next to this beautiful pepper grinder was a sign stating something about some history of the Chick-fil-A company. I asked a young man about this, who was sweeping the floor nearby. He paused and I can't think of how to express his expression on his face. However, he calmly explained to proud pepper grinder was there. Here is a business with a history and a tradition. There is a feeling of stability when you walk into this restaurant. Sure they have room for improvement because every person has room for improvement. A...

Poor customer service from a Chick-fil-A manager - neglect for a quality product. On 17Mar23, after a week of travel and a long return flight to Dulles International airport, I stopped at Chick-fil-A for a quick dinner. Entering the restaurant at approximately 6 pm, I was elated to see that a wait line was non existent. I immediately walked to the customer service representative, placed my simple order, then utilized the restroom while the meal was prepared for takeout. Having returned to the food counter area, I waited. Observing the Chick-fil-A representative put items into a bag, then placed the bag on a counter behind the cashier area as if waiting for more. As I continued to wait, minutes passed and the bag sat there - getting cool. Finally, a young female manager carried a shake to the bag that had been sitting there for minutes, grabs the bag and calls my name. Shocked that Chick-fil-A would allow food sit on a counter getting cold, then disrespect the customer by intentionally offering the less quality food to the paying customer. As the manager extended the bag to me, I stopped her motion and stated that the bag had been sitting there for several minutes and I requested that the waffle fries be replaced. The manager seemed surprised and annoyed, did not respond. She turned, walked to the food heating area, placed the cool fries on the heating element and hot fries into the bag. The manager walked back to me and once more extended the bag with my food to me. No excuse for the poor service, or an apology. Just a...