Chick-fil-A — Restaurant in West Allis

My coworkers and I placed an online order for some salads, I received the email confirmation and selected to view the status of my order. It took me to the chick fil a website and told me my order had been canceled. Ok no biggie system errors happen, I called the store to see how they could help us out. I first spoke to Jerome, a manger there. He was not helpful at all in providing a solution, he didn’t have the authority to handle the issue I was having and took my name and number down, stating he’d call me back after he talks to the other managers on that shift. 15-20 minutes goes by, and we haven’t heard back. So I called and asked if I could talk to a different manager, this is when I was put in contact with Christina the director. She was immediately defensive, and wasn’t focused on a solution. “You didn’t get a call back because it’s lunch and we’re busy” “yes I understand but I am waiting for resolution on my lunch order” She instead wanted to defend the manager I spoke to before, and told me the same thing she couldn’t give me free food. I said even though I have an order number and a pending charge to prove I’m not just trying to get free food? Yes she wasn’t going to help me. One of the last things she told me was “I’m entitled to my opinion” as if to say my opinion meant nothing to her. Whatever happened online was beyond their control, so she felt they were not responsible for helping the customer. Obviously frustrated at this point, because why does a $37 online order mean SO much to these people but the situation me and my coworkers were left with wasn’t a concern to them at all?So at this point my tone has changed. And Christina thought she’d help by saying more things like “well you haven’t been easy to deal with” .. probably because I’m going through so much hassle and that’s what I was trying to get her to understand. Both managers spoke using a condescending tone. So after not getting any help from the franchise I contacted corporate. They didn’t have much control because this is a independently owned and operated franchise, so I was told the complaints would be passed along to the owner who would follow up in 2-3 business days. Our locally owned company orders from here often, we aren’t far from their location. Our HR director heard about our hassle. He along with 4 other managers at our company attended a in person seminar presented by Dee Ann Turner (former Vice President of chick fil a) about customer satisfaction, customer retention etc. our company was so impressed by the “chick fil a way” that we took advice from that seminar and her book and implemented it into our practices. So now HR is calling this franchise to speak to Christina about how she’s not really living up to those standards, and wanted to try again to come to a resolution. Jerome answered and was hesitant to give Christina the phone, he said things to our HR director about how I was rude to him etc. again not really focused on making the situation better but highlighting why he choose to handle it the way he did. In the end our HR director had to visit the store in person to get the appropriate help. In the end we got what we wanted our food. We paid $22 of a $37 order and ate lunch at 2pm. Vs 12:43 when this all started. Me and at least 6 other coworkers said we will never revisit this branch or another chick fil a because of how hard it was to receive basic customer service and resolution. I hope that the owner of this location listens to those recorded calls, and works with his managers on how to deal with online errors. It might’ve been a system mistake, but it still reflected on your location. It’s now costing your location future sales. Anyone who can show proof of an order or proof of purchase should never have to go to the lengths we did today. They could’ve made the salads and honored our order, and everyone would’ve moved on. We probably would’ve come back too. However no apology or resolution will make me desire to give them a 2nd chance knowing their...

I came into this location around 2:45 pm for a late lunch. I ordered the spicy chicken deluxe meal, something that i ask for quite regularly. I requested that my chicken be cooked/ fried longer. I was met with hesitance upon my request. The cashier stated “I don’t think we can do that”. She then called the manager over and he stated he would not be able to fulfill my request. He walked away abruptly, without any explanation. I then looked at the cashier and questioned why this was an issue, and suggested “Is it because your chicken is pre-prepped?” She stated “I have no idea”. I then paid for the food and when receiving it, the chicken was soggy- and less than desirable. I did not want to complain any longer so i tried to eat what I could but could hardly tolerate the texture of the chicken. I work in the food/ service industry, and i have never been met with such resistance. It was not even during a busy lunch hour. I was the only one in line to order. After just over an hour my stomach started cramping and I became sick and had urgency to use the bathroom. I believe the chicken could have been sitting under the food warmer for quite some time and may have been in the temperature danger zone or under cooked. It was the only food I had consumed this day, so I have strong reason to believe this meal was what upset my stomach. I will not be returning to...

This location falls far below the level of service and quality I’ve come to expect from Chick-fil-A. I have never received a correct order from this location when ordering delivery (DoorDash). They fully seal the bag - so this problem is on the restaurant staff, not the Dasher, as they have no way of checking if my order is correct when they pick it up.

Last time, my Cobb Salad was missing everything but the salad itself. No dressing packet, no topping (crispy bell peppers), no utensils. This was very inconvenient as I was not at home and didn’t have other utensils or dressing I could use, so I had no way of eating my lunch.

This time, my Cobb Salad was delivered as a Southwest Salad instead - not what I ordered. At least I got a dressing packet and utensils this time.

I’ve also had issues when ordering nuggets and fries and requesting Chick-fil-A sauces. Sometimes I’ve received none, or sometimes just one sauce packet in the whole bag despite ordering multiple orders of nuggets and fries for the family.

Just a warning that this particular location is very unreliable when ordering delivery. I have never successfully gotten what...