ComplaintsforChick-fil-A, Inc.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 16, 2021, I visited the Chick-Fil-A located at ********************************* during breakfast time to get a meal before my first appointment of the day. I ordered a chicken breakfast bowl, fruit and orange juice. Unfortunately, I had to wait over 10 minutes for my meal, which was not normal as I order curbside pick up at this location frequently, so I waited. I finally received my food and was a bit disappointed with the attitude of the server but I went on my merry way because I was running behind. When I opened up my bowl, I noticed that the cheese was not melted, it just sat there. When I felt the temperature, it was cold, as if they just took it from the fridge and placed it inside of the bag. I was frustrated because I was hungry. I immediately called the restaurant and spoke to *****. She advised me that breakfast was over but she would try to accommodate me. I expressed that i just wanted a refund. She advised me that she got off at 4 but would write down my name and told me that ******** would be in after her shift. Unfortunately, I didn't make it to the restaurant in time so I had to address the issue the next day. On December 17, 2021, I went to the restaurant to return the food for a refund and I was greeted with such disrespect. I tried to explain the the manager (who stated that her name was *****), that I spoke to ***** and she asked me to come in for a refund. I also showed her the bag the food came in with the order attached to the bag. The manager was more concerned with a phone number on the bag. come to find out, the phone number was my phone number, as I assume it is placed on the order slip. I didn't have time to argue back and forth with the lady... in front of the employees, so I asked her to write down her name and provide me with the name and phone number of the general manager in order to address my issue. I am at a loss for words regarding this experience. This is not the experience that I am use to at Chick-Fil-A.

  

  Business response

  01/13/2022

  Hi, Quantane. Thank you for contacting Chick-fil-A and sharing about your experience. We have spoken to the leadership team at the ************** Chick-fil-A, 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

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 8, 2021 I placed a delivery order with the Chick-Fil-A franchise at ****************************************. The order was to provide a Holiday Dinner for a family shelter for December 16, ******************* for Children and Family (****) located at **************************************. I was told by ****** that I would receive a link 2 days before the delivery to confirm the order. When I did not receive the link on December 14, I tried contacting the restaurant, ************. Their system was down and they prompted the caller to leave a message. I left a message with the urgency to confirm the order. No one returned the call. I was unable to confirm the dinner for the **** shelter. I then contacted corporate on ************, December 15th. After waiting for nearly a half hour for someone to answer the phone without disconnecting, I spoke with Anaiz. She was unable to confirm the dinner delivery order. Her response was that the restaurant leadership team would contact me within 3 business days. This is useless because the delivery confirmation is needed in one business day.

  

  Business response

  12/27/2021

  Hi, ****. Thank you for contacting Chick-fil-A. We are currently investigating your claim, please bear with us as we do so. Thank you for your patience while we investigate this matter. 

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/9/21 at 4:07pm, I used the Chick-fil-a app to place an order at the ***********, ** location. I selected the location from "nearest locations" and placed the order but for some reason it sent the order to the ***********, ** location which was thirty minutes away. I went inside the *********** location to explain the error by the app but was told i would have to call customer service. I talked to customer service at ******, spoke to *** about my issue and he related he would send a message to management at the *********** location. I contacted the *********** location on 11/10/21 at 1:56 pm and spoke to a manager who related he remembered the order not being picked up it and was never tendered out and a refund would be credited to my account. I monitored my account and never received a refund/credit. I contacted Chick-fil-a customer service again on 11/13/21 and explained the situation to a rep who updated the complaint and gave me reference #********. On 11/23/21, I re-contacted the ***********, ** location at 11:35 am after still not receiving a refund/credit. I selected #5 from the automated option to speak with management however no one answered the phone. I recontacted Chick-fil-a customer service at ******* and spoke to ******* who again updated my complaint with specific instructions for a customer service supervisor to contact me directly. I have still not been contacted by management at Chick-fil-a at *********** ** or corporate to resolve this issue. I am disappointed with the functionality of their app in addition to their customer support and service. I was initially told I would automatically receive a refund/credit by location management but never received it. I have also filed complaints about the same issue on their website with no response, Furthermore, Chick-fil-a App errors are common because "order sent to wrong location" is a default complaint selection on their website. The order in question is under ******* 11/9/21 4:07pm.

  

  Business response

  12/20/2021

  Hi, ******. Thank you for contacting Chick-fil-A and sharing about your experience. We have spoken to the leadership team at the Bolingbrook Chick-fil-A and they shared that they have attempted to contact you and have not been able to reach you. 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. The team at *********** Chick-fil-a can be reached at ************. Your feedback has been documented and Chick-fil-A, Inc. is aware of your experience. We consider this matter closed. Thank you.  

  Customer response

  01/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, they never tried to contact me. I had to follow-up but got the issue resolved.
  

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

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last Friday 12/03/2021 I placed a mobile through and paid with my card. When my mother arrived to store she was advised the order was not paid for and she need to pay. I was on the phone I advise there a charge on my card. My mother paid cash. Another charge on card a few minutes later.I went Vine city store advised of issued . They me reach out to customer service. I did i sent email customer complaint before going back to store. I was advised they can not do nothing I will need to call/ email again. I called on 12/8/2021 and I was told this would be taking of. Today is Friday . I call back to customer care. I was advised the request been made and i am not sure why the store have not called yet. This is your 5 contact. At this point Im upset for one nobody take ownership of issue. I never except this type of behavior from Chick-fil-A. Yes I know can dispute charges. I had high expectations for Chick-fil-A . I am very disappointed.

  

  Business response

  12/20/2021

  Hi, ******. Thank you for contacting Chick-fil-A. We apologize for the inconvenience you have experienced. We are able to see that both mobile orders were refunded to your account on 12/10/2021 for a total of $29.94 (2 orders of $14.97). Please keep in mind that the time these refunds will take to post is dependent upon your financial institution. 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. All feedback has been documented and Chick-fil-A, Inc. is aware of the experience youve had. We consider this matter closed. Thank you.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to a chic fil a location. The kine was out in the street and stopping traffic as usual but on this night in particular there was a man yelling at the employees telling them to walk along side moving vehicles which I thought was very dangerous. So I placed my order while driving with a person walking next to my moving vehicle to take my order. After that I get my food, it is not fresh at all, the fries tasted like ocean water, you could see the salt all in the bottom of the bag. There was also not one sauce or any other condiment in the bag at all. But of course I was rushed out of the line as usual so I didn't discover this until I pulled out. I called in and asked for a manager, ****** told me she was the manager. I explained to her the issues with my order and she was extremely nasty about it. I guess she thought I wanted food as well as a refund and she went to telling me that I need to choose what I want cause both is not gonna happen. So after we exchanged words she hung up on me. I called corporate and went back to the restaurant for my refund. After waiting 15 mins ****** comes from the back and places a refund receipt on the counter and walks off. Doesn't even speak. I've called corporate several times requesting to speak to the head of that location and have heard from no one. It has been 3 weeks now. I've heard nothing and everytime I call in I am told they are escalating the issue and I will hear from someone. Honestly I know I won't hear from anyone because they don't care about one bad review they still have customers. Honestly the whole location needs to be shut down. I've been there 4 times since I moved here and the food was nasty each and every time. Only reason I even went back was because my kids begged to go because of the Decorations they put up for the holidays. Have yet to have a good experience here or food for that matter.

  

  Business response

  12/17/2021

  Hi, Nay. 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

  01/03/2022

   
  Complaint: 16337875
  
  I am rejecting this response because: the location is **********************************. 
  
  Sincerely,
  
  Nay Copeland 

  

  Business response

  01/14/2022

  Good afternoon, Nay. Thank you for contacting Chick-fil-A and sharing about your experience. We have spoken to the leadership team at the Waters Avenue Chick-fil-A and they shared they contacted you regarding your experience. 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

  01/19/2022

   
  Complaint: 16337875
  
  I am rejecting this response because:
  They still are under your brand. So franchise or not it still reflects on chik fil a. I guess you all should be more careful with who you let buy into your company because it's not a good look for you at all. As a consumer I am reaching out to chik fil a as a company about a major problem at an establishment carrying their name so for you to say I spoke to someone in leadership there so the matter is closed to you just shows that corporate is just as trash as its Franchises. Leadership was the one that had the attitude with me for a mistake on their part and leadership was the one putting the employee in danger so the nerve of you to say leadership handled anything. Case still opened. Problem is not enough people come together about issues they have and that's why you are not worried about me and my little complaint because money is still rolling in. 
  Sincerely,
  
  Nay Copeland 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My family and I ate at the Chick-Fil-A in ******* ** on November 19th for lunch, on our way through to start vacation. My kids and I went in and placed our order in the lobby. my **** was $27.57 so I swiped my debit card. The cashier seemed to be having an issue, and called for another girl to come over to the register to help her. I never thought anything else about my card. I checked my balance in my online banking the next day, and it was showing duplicate $27.57 charges pending! I was thinking, "no big deal, one will drop off" well Monday came around, and the both were posted and came out! So I called Chick- Fil-A cares, because no one at the Lebanon store was answering their phones. The customer service rep told me, she saw my charge, was so sorry this happened, and the minute we hung up it would process through to my card. That a team member would also be reaching out to me. Well a few days later, I got an email from the Lebanon store, basically saying, they are only showing that my card was only ran once, that I needed a receipt... who keeps fast food receipts? So I screenshotted my actual bank statement and sent it back and haven't heard anything from that. I called Chic Fil A cares once again, after I sent the screenshot, and the guy was much more helpful, and honest. Basically the original customer service rep lied to me, because they don't have the authority to issue refunds. He basically told me chic-Fil-a won't do anything without a receipt and to contact my bank and dispute the charge. So tomorrow I have to go to my bank, and fill out dispute paper work. I'm working over 50 hours this week, so the stress of trying to get done, just to get to the bank to fight for $27.57 is not only an inconvenience for me, but unethical on Chick-Fil-A's "high customer service standards".I'm so disappointed in this company. I just want my $27.57 back.

  

  Business response

  12/20/2021

  Hi, ******. Thank you for contacting Chick-fil-A. We have spoken to the leadership team at the ******* Chick-fil-A, and they confirmed that only one of the mentioned transactions processed through their system. These charges must be disputed with the financial institution for your credit card. We suggest you continue to dispute the charges with the cardholder bank assuring them that you have already been in contact with Chick-fil-A. It is up to your bank to comply and proceed with their dispute process. Your feedback has been documented and Chick-fil-A, Inc. is aware of the experience youve had. We consider this matter closed. Thank you. 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  after we dined in we get an offer to complete a survey for a free chick fila sandwich.I did the survey and after that on the app it said congratulation a free chick fila sandwich will appear on your rewards within 24 hours, but it didnt.I emailed them about it and get COMPLETLY IGNORED. just a scam to do their **** surveys.

  

  Business response

  12/02/2021

  Hi, ****** Thank you for contacting Chick-fil-A. We appreciate your willingness to provide us your feedback on your recent restaurant experience. Our restaurant Operators use their customer's feedback to continuously improve. We apologize for the inconvenience you experienced with not receiving your survey incentive offer. We have sent a reward for one Chick-fil-A(r) Chicken Sandwich to the email address that you provided. Thank you for being a Chick-fil-A customer.
  

  Customer response

  12/09/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩