Chick-fil-A — Restaurant in Virginia

This was definitely my first lack luster, less than pleased CFA experience.

My daughter and I stood in line to order. The cashier was pregnant. We each ordered an 8 or 12 count nugget meal (can't find my original receipt to verify). My daughter got fries for her side. I asked to be upgraded to the mac n cheese for my side. I paid for our meals.

We stood there and waited for our food. Once it was ready my daughter was going through it and noticed that we had two fries in the to-go bag and that my mac n cheese was missing.

So I brought it to a man workers attention and let him know that I had upgraded to a mac n cheese and I had been given fries instead of the mac. He looked at the receipt and said "It wasn't rung up that way".

Well sir, that is not my problem. I ordered it, my daughter obviously heard me ask for it as she noticed it wasn't in the bag... and instead of just handing me over a mac n cheese because it was THEIR error, he rand up a mac and cheese and asked me how I was paying. He CHARGED ME for their error. Receipt # 9915332 8/6/2025.

I was utterly flabbergasted.

We had to stand there with our original order getting cold, while a second order for the mac n cheese was processed.

I understand that this is the Lord's chicken and that CFA was built on fabulous customer service and high service expectations.

This was absolutely not what we received that day as we traveled to Virginia Beach from Pennsylvania.

What should have been done instead of an employee telling me "It wasn't rung up that way." was something along the lines of "Oh heavens, we are so sorry that we got your order incorrect, let me grab you a mac n cheese and get you on your way!"

Own it and fix it!

I'm not upset over being charged $4.58 for a mac n cheese, the way it was handled goes completely against CFA's core principles.

And now that I look at the menu online, to upgrade to a mac n cheese instead of fries is only $1.50 extra (not $4.58), so I was charged incorrectly as well- I did not want fries.

I was so dumbfounded after this experience. The other parent and daughter traveling with us that day who witnessed what happened were also shocked at how this was handled.

CFA would benefit greatly if they looked into how this location is handling the errors that their own employees make and how it looks being handled on the customers end.

Thank heavens this CFA is 8 hours from us and we have no reason to return- because I would not...

I am extremely disappointed with the treatment my husband, a Law Enforcement Correctional Officer, received today on his lunch break. In the past we have always received nothing but the best service at Rutherford Crossing Chick-fil-A.Today he went there to place two orders on his lunch break and was disrespected and degraded. See Chick-fil-A offers a discount to Law Enforcement Officers for their meals and a manager on Duty has to apply the discount to the order. My husband placed the two separate orders one for him and the other for his coworker. His coworkers order received the discount with no questions asked by one manager on duty. He goes to place the second order and this time a different manager came over to apply the discount. He was told by Jennifer the second Manager “ You’re not a real Police Officer” and refused to give him the discount for his order. My husband left Chick-fil-A paying for both meals and received one discount by one manager and NO discount from the second one because a Correctional Officer isn’t considered law enforcement to them. We are not writing this because of the discount or the money that’s beside the point. The point is he goes to work every day with all the other Correctional Officers who put their life on the line for our community. Just because he does not drive a patrol car does not mean he is not Law Enforcement. I am very disappointed the way he was treated and expected much...

I go to Chick-fil-A very often– probably 1-2 times a week on average but probably even more often now that I’m pregnant lol. I come to this location a lot since it’s the closest to my house and almost every time I go, there is something wrong and I leave disappointed in the service or food. I have left multiple times with the wrong order, my food has been soggy or undercooked, and most of the time, the customer service is NOT at all to the level you have come to expect from Chick-fil-A. Today I placed a mobile order ahead of time, waited in the drive thru line for over 20 minutes, and when I got to the very end of the line to get my food, a worker informed me that they ran out of the food that I ordered over 30 minutes ago and had already paid for and offered little to no resolution or service. This location has become one of the most disappointing and for these reasons. After several tries, I will now just drive further to a different location so I know that I will get good service, food, and the...