ComplaintsforChick-fil-A, Inc.

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Chic Fil A account was hacked into and a fraudulent order for a $25 gift card followed by a $50 gift card was placed. My payment information saved on their site was used to fund this. The person then placed a delivery order for a later time that day using my account. They delivery was in PA, i am located in NY several hundred miles away. I called Chic Fil A within 5 minutes of the transaction happening as i was notified by paypal, and after a brief hold was connected to a customer service ********** stated that they flagged the transaction as fraud, and that i would receive a refund with 5-7 days. Chic Fil A then DELIVERED THE FRAUDULENT ORDER SEVERAL HOURS LATER! I had not heard anything in 11 days, so i reached out and was told "You need to dispute this with your bank, we have no power to cancel orders or refund fraudulent transactions." I was transferred to a supervisor who then echoed the same thing with me and added "yeah we have been asking for the power to do anything for all 7 years i have worked here". It is crazy that they cannot do anything and the fraudster literally receives the order for the stolen goods. I also remarked that "It's crazy that Chic Fil A is still keeping payment information when you say this happens all day everyday and theres nothing you do about it" to which his reply was "yes this is crazy and i agree, i removed my payment information from my account long ago".

  

  Business response

  02/14/2022

  Hi, *****. Thank you for contacting Chick-fil-A. We apologize for the inconvenience you have experienced. Any fraudulent charges or orders much be disputed with your financial institution. We understand that you are dissatisfied with the outcome. Your feedback has been documented and Chick-fil-A, Inc. is aware of your experience. We consider this matter closed. Thank you. 

  Customer response

  02/14/2022

   
  Complaint: 16761330
  
  I am rejecting this response because:
  

  I just started the process after a second call to Chic-Fil-A resulted in me finding out that the first person was incorrect and the money would not be refunded by the fraud department.  Once again, it is baffling that you have no way to cancel fraudulent orders when notified and still deliver the food hours later, no way to detect blatantly obvious fraud, and that you continue to save payment information with none of the safeguards consumers expect.  Even this response is half cooked up and extremely apparent that you didn't even read the original complaint.  

  Chic-Fil-A needs to take a ****** from their stores and take accountability for glaring holes in their cybersecurity plan, customer service training, and most obviously their ability to respond to obvious threats.  Hearing from customer service representatives that "this happens all the time and we cannot do anything about it" is beyond disconcerting, and likely in violation of the laws regarding PCI.

  Calling this case "closed" after processing 3 obviously fraudulent sales out of state and then doing nothing about is offensive.

  
  Sincerely,
  
  ***********************

  

  Business response

  02/14/2022

  *****, Thank you for contacting Chick-fil-A. Our position on the issue has not changed. Any fraudulent charges/orders must be disputed with your financial institution. It is up to your bank to comply and proceed with their dispute process. We apologize for the inconvenience. All feedback has been documented and we consider this matter closed. 

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After ordering my meal from Chick-fil-a and when I got home I sat down and started eating my sandwich. When I noticed I was chewing on something hard. I took it out of my mouth and saw that it was a fingernail. I. I contacted Chick-fil-a immediately and received a canned response back. Then I received a human email explaining that this location is a privately owned store and they will be in contact with me. ******** ***** silence.

  

  Business response

  02/08/2022

  Hi, ******. Thank you for contacting Chick-fil-A. In order to ensure your comments are addressed by the appropriate parties please indicate which location you visited so your comments can be forwarded to the independent Owner/Operator. Our locations may be found on https://chick-fil-a.com/locations. Thank you. 

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/5/2021, I went to Chick Fil A on Admiral ******** in *******, **. My son ordered a 12 piece nugget meal. He was at home when he realized 2 of the pieces were bitten into. He told me and I immediately called the corporate number of Chick Fil A. The receptionist was not interested in my complaint then offered me a free desert in my app. I told her I didn't want that and I'd rather speak to a supervisor. I also went on the Chick Fil A ******** page and attempted to get them to respond to my instant messenger messages. They never responded. However, I did receive an email from Chi Fil A stating that I have a free dessert pending in my app. In the area of Covid, someone biting into nuggets is not only disgusting but it's dangerous. I'm insulted by the response provided by Chick Fil A and I would like this situation to be rectified.

  

  Business response

  02/09/2022

  Hi, ****. Thank you for contacting Chick-fil-A and sharing about your experience. We have spoken to the leadership team at the Vallejo Chick-fil-A and they shared that two rewards were issued to your Chick-fil-A One account to resolve this issue. I was able to confirm that the desert reward successfully loaded to your account and is available for use until 2/11/2022; the entre reward appears to have never successfully loaded and has been reissued to your account. Be sure to use it before it expires on 3/31/2022. This restaurant is a franchised business that is independently owned and operated and experiences at the restaurant are handled by the leadership at the restaurant. Your feedback has been documented and Chick-fil-A, Inc. is aware of your experience. We consider this matter closed. Thank you. 

  Customer response

  02/09/2022

   
  Complaint: 16730052
  
  I am rejecting this response because of the severity of the matter and the incomplete and unacceptable response from Chick Fil A. If this is a matter that must be handled by the Vallejo leadership, someone along the way should of redirected me and provided me with the contact information. 
  

  As a loyal customer of **********************, I need a better response and more accountability than what Im getting. 

  Sincerely,
  
  *******************

  

  Business response

  02/09/2022

  Hi, ****. The leadership of ******* Chick-fil-A have provided you with their resolution. This restaurant is a franchised business that is independently owned and operated and experiences at the restaurant are handled by the leadership at the restaurant. We understand that you are dissatisfied with the outcome. Your feedback has been documented and Chick-fil-A, Inc. is aware of your experience. We consider this matter closed. Thank you. 

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a gift card for Christmas and the card was never activated. Chick fil a responds that they can do nothing about it without a receipt. When talking with a CARES agent they said that other customer are experiencing the same issue and they refuse to do anything about it due to policy. Chick fil a is stealing money and refusing to make things right.

  

  Business response

  01/26/2022

  Hi, **** Thank you for contacting Chick-fil-A. We were able to research both gift cards given the provided 16-digit card numbers and found both cards to be inactive. To determine if your Chick-fil-A Gift Card can be replaced or activated, you will need the original sales receipt and the original activation receipt. Mail or email a completed Chick-fil-A Gift Card Replacement Form to the address/email address provided on the form. Please visit www.chick-fil-a.com/giftcards (under frequently asked questions) to download a printable PDF form. Please allow up to 12 weeks after the Replacement Request form is received by the ******************** for delivery of a replacement gift card. Thank you. 

  Customer response

  01/26/2022

   
  Complaint: 16663746
  
  I am rejecting this response because:

  I received these cards as a gift and do not have the receipt. The fact that one of the cards worked but the other two did not is extremely inconvenient in itself but to have to fill out paperwork and wait 12 weeks is ridiculous. To not be able to resolve a simple request shows the lack of care for Chick-fil-as customers. 
  
  Sincerely,
  
  ***********************

  

  Business response

  01/27/2022

  Ian, Thank you for contacting Chick-fil-A. Without proof of purchase,we are unable to issue a new gift card. We encourage you to contact the whomever gifted you the cards to obtain proof of purchase so that you may submit a gift card replacement form. We apologize for the inconvenience. Chick-fil-A, Inc.considers this matter closed. Thank you. 

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the following issue with this Chick-fil-A on 12/27/2021. I filed a online compliant with them on 12/28, 1/5 and and a telephone complaint on 1/11/2022. After three attempts to get my issue resolved I still have not had the courtesy of even a telephone apology or a refund of the coffee we never received. They still have not changed their web site to indicate that they are NOT open for in store dinning.Here is my complaint to them:1. On December 28, 2021, and After checking your web site for the store at 430 Peachtree ******* GA your site said you were open for dine in. Your other sites around me said closed for dine in. After arriving at your store and already placing my $75.00 order through your app I was totally discussed with the fact that your web site was incorrect and you DID NOT have dine in. I had my five grandsons and we were looking forward to having a meal in your restaurant and not having to take the food home. If we knew you only had take-out, we would have chosen another place to dine in and enjoy our family meal together. 2. After driving through your lot and seeing the closed signs on the door I truly wished I had not wasted my money by placing a mobile order thinking we were going to be able to dine in.3. When we got home, we checked our order and found that we were missing the coffee we had paid for and in addition the 6 French fries we ordered were totally soggy and ruined and only 3/4 full. They were actually disgusting and that is why we do not DO TAKE OUT!!! 4. Out transaction number was **** for $75.27 at 6:26 PM.5. We have been pretty loyal customer for many years and this experience was the worst one we ever had. In addition, the 6 milk shakes we ordered were warm and soupy by the time I got home. So very sad for a store that prides itself on quality. I feel compelled to place this complaint on the internet so other people do not waste their time expecting a much better dining experience!Thank you for your follow up!

  

  Business response

  01/24/2022

  Hi, ******.Thank you for contacting Chick-fil-A and sharing about your experience. We have spoken to the leadership team at ********************** Chick-fil-A, and they have attempted to contact you but have not been able to get in touch. Because this restaurant is a franchised business that is independently owned and operated, all experiences at the restaurant are handled by the leadership at the restaurant. Your feedback has been documented and Chick-fil-A, Inc. is aware of your experience. Thank you. 
  
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered via the drive thru. When I got home, they had forgotten to give us two medium size fries. We do not live near this location and are unable to drive back to get french fries. I love chik-fil-a and am dissapointed. The transaction number is **** Total: ***** Time: 10:41am Date: 12/24/2021

  

  Business response

  02/21/2022

  Hi, ********. Thank you for contacting Chick-fil-A. In order to ensure your comments are addressed by the appropriate parties please indicate which location you visited so your comments can be forwarded to the independent Owner/Operator. Our locations may be found on https://chick-fil-a.com/locations. Thank you. 

  Customer response

  02/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, nothing was resolved and its been two months.  The location is ******************************************************. 77406
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered dinner from this location on 12/20/21, (order#*******) 2 chicken sandwiched, 2 large fries, 1 milkshake, and 1 frosted lemonaide. The sandwiches tasted like they sat out and were oily, the large fries were only filled halfway and my drinks were filled halfway with whipped cream instead of drink. I contacted the chick fil a cares customer service website, and got an email from the manager of the *********,** location, ******* To make up for the bad service saying he would add me 2 sandwich/nuggets/wraps and 2 fries any size to my chick fil a account. The food was never added, only a brownie that was not on the email, I thought this was just a mistake and I contacted customer service again on 01/05/22 by email and calling trying to find out what happened to the resolution. I was told my issue was being escalated and they would file a complaint #******** on ******* On 01/10/22 I called customer service to follow up again after not hearing back from anyone and was given the run around when I spoke to supervisor *** at the ******* HQ. I was told if nobody contacted me by 1/13/22, he would file another complaint on *************** This company is very unprofessional, ignoring me and giving me the run around after 1 month just trying to get a resolution. I have the email promising free food which I am attaching. Emails to customer service below **************************** CARES Information ******** Inbox Chick-fil-A CARES ********************************************* via amazonses.com Jan 5, 2022, 1:29 PM (11 days ago)to me Dear ********************, Thank you for taking the time to contact Chick-fil-A. You are very important to us and we appreciate you sharing your thoughts with us. I`m sorry you didn`t get the offer you were promised.I`m documenting your feedback and sharing it with the leadership team at the Restaurant.They should get back with you in 2-3 business days. Again, thank you for your time and interest in Chick-fil-A.

  

  Business response

  01/24/2022

  Hi, ******** Thank you for contacting Chick-fil-A and sharing about your experience. We were able to confirm that the rewards were issued to your email address ending in msn.com. These rewards have been re-issued to your existing Chick-fil-A One account and are available for immediate use. Your feedback has been documented and Chick-fil-A, Inc. is aware of your experience. We consider this matter closed. Thank you. 

  Customer response

  01/26/2022

   
  Complaint: 16474998
  
  I am rejecting this response because: It took 1 month of me making several attempts to contact customer service, speaking with a supervisor on the chick fila a cares number and me being ignored. When I contacted BBB, onIy then did I received a quick response. How sad Chick fil a doesn't care, I didn't even receive an apology or explanation of why they did not respond for a month, they only added some free items to my account. Chick fil a, you need to do better.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 1st of 2021 I made an accidental double order at chickfila. Upon making the first order through curbside it said my spot wasn't found and my order disappeared, without thinking I reordered. I let them know what happened when my food was brought out for the first order. Never received my first order nor a refund. I've contacted chickfila cares almost 10 times since this happened and was only ever contacted back 1 time with a report number and a response I'd soon hear 10 more times, "the restaurant will look into it and contact you" only for me to never be contacted by the restaurant or cares. I spent ***** on both orders. Order numbers were ******* and *******.

  

  Business response

  01/13/2022

  Hi, ******** Thank you for contacting Chick-fil-A and sharing about your experience. We have spoken to the leadership team at the ************************************************, and they will be reaching out to speak with you about your experience and provide their resolution. Because this restaurant is a franchised business that is independently owned and operated, all experiences at the restaurant are handled by the leadership at the restaurant. Your feedback has been documented and Chick-fil-A, Inc. is aware of your experience. Thank you.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a mobile order on 1/1/2022I had **** reward pointes on my app ,,, I ordered a extra deluxe chicken sandwich and the following ,,, Chick-fil-A Sandwich Meal1$7.29 Chick-fil-A Chicken Sandwich1 Mayo$0.00 Add Multigrain Brioche Bun1$0.55 No White Bun-$0.25 Kale Crunch Side1 Large Chick-fil-A Diet Lemonade1$0.74 My fries and the extra chicken sandwich was not in the bag I went back in and was told my fries were on the bag ,,, by the staff they were not in the bag ..the rewards sandwich was missing also ,, I was told its not on my receipt I wont be getting it The points are gone from my account the food order did not come out till 20 later .. I had to go back In to get the fries ,,, the worst Chick fil A experience I ever had I was told the fries & reward sandwiches were in the bag both were not ,. I have never had such a unpleasant experience in all the years going to this restaurant so sadly disappointed ?? !!!! Mobile order receipt It was great to see you, Charlie ****** for stopping by today. It's always our pleasure to serve you. We appreciate your loyalty and using the Chick-fil-A App for contactless ordering and payment as we work to serve you safely.MOBILE *************************** 01-01-2022 Mobile Order Order number: ******** Payment Method: ******* P's PayPal Account Authorization Code: 29DSZN ******************** Drive ******************************************************** **************

  

  Business response

  01/12/2022

  BBB,

  Thank you for letting me know about the complaint from ****************.  I printed the receipt from his order ******** on 1/1/2022 at 2:55 pm.  In addition to what he stated he also ordered a Market Strip Salad with Apple Vinaigrette dressing.  There was no Deluxe Chicken Sandwich on the receipt.  There was one order of fries.  I apologize for any confusion and for the inconvenience.  We will be happy to give **************** a Deluxe Chicken Sandwich and an order of fries.  

  This was online mobile order and there must have been some confusion in the order placement or the system itself.  Attached is a copy of his receipt.  

  Let me know how to best communicate with ****************.  

  Sincerely Yours,

  **** Richardson 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order through the app and used reward points for a free brownie. After being charged $30 and tip my food never arrived. I complained and they said door dash would refund be but they didnt refund me my tip or reward points used. I called the store and the manager was extremely rude and said not our problem its door dashs even though I used their app not my door dash app. I then tried to complain to their team and they said sorry you redeemed it and never even apologized for managers rude response.

  

  Business response

  01/05/2022

  Hi, *****. Thank you for contacting Chick-fil-A and sharing about your experience. Because all refunds and/or service issues relating to third-party delivery are handled by the delivery service, we ask that you contact your delivery provider to further address these issues. Your reward has been returned to your account and is available for immediate use. Your feedback has been documented and Chick-fil-A, Inc. is aware of the experience youve had. We consider this matter closed. Thank you. 
  

  Customer response

  01/10/2022

   
  Complaint: 16410147
  
  I am rejecting this response because: I ordered from them and now they said its not their problem.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩