Chick-fil-A — Restaurant in Woodlawn

I have approximately ordered from this location about 6 times. As we know 'all' Chick Fil A's are busy. However, Ihave never complained even though I have noticed they take extremely long to bring out orders via curbside orders(which has always been my norm). Today was definitley the last straw due to the unprofessionalism. The last 5 experiences prior to honestly was not something to complain about due to the fact of understanding customer service and being in the bsuiness for over 15 yrs. Today I reorder the SAME order in my APP from yesterday and paid. My app specifically asked me which car I drive and I chose my car model and color. I waited for about 20 mins and nothing. I decided to drive through the drive thru and ask about my order which I was told it was not found and even question "if I was sure it was this location". I pulled up and a young man found it in no time, I asked what happened and the team was ver non chalant, including one of the managers whom did not have on a badge and not "1" person said "my pleasure". I asked the manager was there anything they could do to accomodate this situation, she advises "well this is a carryout order" I explained " ma'am I have never placed a carryout out order for this location and I simply replaced the same order from yesterday which was curbside, it even asked me which car I drive and got my digital receipt" .... " apps do glitch so something clearly has happened". Her response was " well this is your fault". NEVER in my Chick Fil A history as a customer have I ever been treated with this much lack of carelessness especially by a head staff member. When you're respresenting the company and on the frontline, NO ONE should be treated like this. I called myself trying to support my more local and closer Chick Fil A(NEVER AGAIN). There is still lots of training that 'needs' to be done. My first time literally having to call corporate on ANY Chick Fil A ever due to the unprofessionalism of one of te leaders there. Is this what you're teaching your employees?? NOT Cool. Nevertheless I spoke with corporate in reference to this which they were able to see I placed my order exactly the way I did yesterday. The more professional thing to dowould have been to apologize like most and not argue withthe customer and ortreat as if the customer is lying but actually understanding appications can glitch. I was able to receive my funds back from corporate due to experience. I truly hope no one has to go through what I went through. If no one says anything now , this location will be in shambles. I will gladly continue to go back to normal locations even if the drive is longer to Owings Mills and or pass Security to go to Catonsville(they have typically long waits and it congested but I WILL GO HERE ANYDAY FOR THE CUSTOMER SERVICE). This by far has been the worst experience ever. Glad you got your 6 orders out of me, which will be that last. Its sad when corporate can confirm what I said vs what they thought.Thanks to corporate for appreciating my membership for about the last...

Manager Adrien doesn’t understand empathy or problem solving . Just repeats a policy even though it’s the franchises fault for their inconsistency. She kept repeating my money will be refunded not understanding it’s not about the money. When I was explaining that to her she raised her voice at me and told me to stop yelling when I wasn’t. I was frustrated at her repeating something so non important to my problem. She has no customer service skills outside of reading a policy. I need you guys to do better , this location is closest to me but I will never return to you if these problems continue and if she doesn’t learn how to better treat customers better. You guys need to update your website to state there is no curbside and to also eliminate the curbside option. You need to also include that if a customer does order curbside that it will be switched to mobile drive thru AND that - if it’s breakfast — that they will need to be there by 10:30 am to receive the order. I worked 12 hours last night , anticipated breakfast , got my kids together . THOUGHT I was placing a curbside pick up order guaranteeing my food will be processed and completed while en route to . Got all the way there just to find immense confusion because my receipt said to let them know when I arrived. I was already there and normal curbside just works on the phone alone- it wanted me to scan. Like scan what? It was my first time experience a mobile drive thru process I had to find what it meant by scan a code. When I found a code in the drive thru it then told me my order was cancelled because it was past breakfast. I placed my order around 10:20 so imaging the anxiety it took to try to get ready drive and make it there just to be high let down. I don’t eat your lunch so it’s not as simple as to just order something else. I am vegetarian and the only thing my daughter likes to order is the breakfast burrito no meat. Instead of empathizing your manager came off cold, snarky, and offered no solution. Customer service is a lost art. You need to do more than just repeat I’ll get my refund. It’s nothing like having a hard difficult time at work and in life just to anticipate a comfort meal and be completely disappointed in the time , energy, and expectation wasted. She could’ve offered a solution or more care, I would’ve appreciated a coupon for the next meal but she raised her voice at me and felt combative. She should just listen , understand it’s not about the money or a policy a customer had no idea of, the problem is the system for ordering is faulty, your website is misleading , and it’s your fault to correct not mine. I won’t be coming back to this location or ordering from it on door dash or any other service until someone...

I stopped by & went to drive thru for breakfast yesterday. Customer service was fine. I wanted fries instead of hash browns and was informed there would be a wait (No problem, I expected this). I only briefly checked to ensure my sauce was in the bag. When I got to my destination & opened my bag I noticed that there were used napkins sitting on my fries. It was like someone wiped their mouth b4 adding it to the bag because there was pinkish/red glitter lip stick, pieces of food & grease on crumbled napkins. I called to inform, the lady apologized profusely & asked me was the food ok. I informed her I didn’t & wasn’t going to eat it as it clearly was on the food, so I Trashed it. She asked me to return. I informed her I couldn’t come before 10:30 AM when breakfast is over. She asked about me coming the next day & said that it can be remade. I agreed. She verified my order in system & said she would have my name in system. Well I just came back this morning as planned, & the manager on site begins telling me the policy as if I’m the employee needing to be reprimanded & not the customer that was inconvenienced by their unsanitary behavior! She said I was supposed to bring the food back same day & that she’ll make it “this time” putting the emphasis on it like she’s being inconvenienced by accommodating my dissatisfaction with yesterdays outcome. I wasn’t combative because I don’t play with ppl handling my food, & pulled up to wait for order, but respectfully, the lipstick looks like it could have been yours ma’am! No other location has ever not had my name in system if needed, nor told me I had to be back the same day with the food in hand if my order was incorrect. It’s always the...