Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Fast Food Restaurants

Chick-fil-A, Inc.

Headquarters

Important information

  • Customer Complaint:

    Chick-Fil-A provided BBB with the following information
    for consumers seeking assistance: 

    To our customers to best resolve your concerns we
    recommend reaching out to our Customer CARES team directly for assistance with
    your issue. You can contact CARES either online at Chick-fil-A.com by navigating to our Customer Support page or you can call us for more
    immediate assistance at 1-866-232-2040 Monday thru Saturday 9am-10pm EST.

Complaints

This profile includes complaints for Chick-fil-A, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Chick-fil-A, Inc. has 369 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 116 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/25/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today my brother purchased two spicy chicken sandwich's Deluxe .When he got home and was about to eat the sandwich. There was no lettuce on the sandwich, Called the store and spoke to manager and she told me that there is no lettuce and blamed on the other employee, I told her that its management responsibility to tell customer that there is no lettuce because everyone is paying for it. I hope the Chick-Fil-A stop doing illegal's activates to boost profit. Customer should not be paying for something that they aren't receiving. My visit was September 24, 2022 around 9 PM.
    • Initial Complaint

      Date:09/17/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Sept 9th, 2022, I made a purchase in store totaling $36.96. After noticing I didn't receive the points amount in my Chick Fil A app, I attempted several times to enter the information via the receipt info. After several error messages, I then contacted ************* over the phone, to which the agent said they could send my attempts, and that my receipt is invalid for some reason. They said they'd contact the location I went to in order to resolve it. Yesterday, I called to follow up as I didn't receive any communication from the location or Chick Fil A. After holding on the line for over 20 minutes via phone from my job, the agent then informed me the same information, stating that there was nothing they could do until the manager of the store contacted me. I offered to send screenshots of my receipt so they could manually enter the points total, but they told me that no such mechanism exists. This has been a major inconvenience, and something that is unnecessarily time consuming with me having to take time out from my 40+ hour a week job to rectify an issue that should seemingly be easy to complete.

      Customer Answer

      Date: 09/28/2022

      Hi *****,

      Attached is a communication I received from Chick Fil A CARES on Sept. 9th. This was my initial attempt to resolve this issue before calling **************** twice, to no avail. Please advise.

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back around February 6,2022 I visited Chick-fil-a and purchased lunch. As a result of that purchase, I received a free chicken sandwich offer contingent on the fact that I fill out a survey within 2 days of my purchase. I had completed this survey several times in the past and would always receive my complimentary sandwich uploaded to my account within a few days. This time was different because even after one week, I had still not received my complimentary sandwich. I subsequently visited chick-fil-a that following week and purchased another meal and was presented with the same offer of a chicken sandwich if I filled out the survey. Although I had not yet received the first sandwich reward, I just assumed this was a one-off event and would not happen again. I was sorely mistaken and after completing this survey I was also not rewarded. These surveys were offered directly from my chick-fil-a app, as it always is, and was completed within the time frame. I emailed chick initially about the issue on 2/22/2022 and was told the reward would be uploaded within 4 weeks. Being a patient person, I emailed them again on 4/20/2022 asking what the status of this issue is and why I still have not rec'd my rewards. I was told at that time there was a delay but i should expect it in 6 weeks. I contacted them once again in May 2020, July 6, and July 28. I also tagged chick fil a in an instagram post with no response from any PR or customer support at all. The company continues to give the run around and tell me they have to escalate the issue to their tech support instead of just owning the issue and either uploading the 2 free rewards manually or sending me a voucher via ** mail. The is very poor customer service from a company that I used to rave about having the best customer service and feeling valued as a customer, and the fact their email address says chickfilacares is laughable and it is evidently clear that they do not

      Customer Answer

      Date: 09/24/2022

      To whom it may concern, 

      Yes I have contacted Chickfila cares, and I sent screenshots of the correspondence when I initially opened the complaint

    • Initial Complaint

      Date:07/16/2022

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went through the drive-thru and ordered dinner. When we got home, we realized that they had screwed up two of the sandwiches. I called the store and spoke to the manager. They apologized and said they would "put my name in the book" and that I could come back and tell them my name and get the two sandwiches replaced. Today (several weeks later) I went back through and placed my order, explained what happened, and gave them my name. They took my order and had me pull to then end. When I got there, the person said they had no record that this happened, that my name was not in the book, and that there was nothing that they could do. They were EXTREMELY rude, made absolutely no effort to make it right, and I ended up just leaving with nothing. Every single one of those workers should be reprimanded for their behavior, and that manager should be fired for being either a liar or completely incompetent.

      Customer Answer

      Date: 09/23/2022

      Yes, I contacted Chickfila CARES immediately and then I also called the location where this happened. The woman at Chickfila CARES said she would add those items I was promised to my account so that I would get them for free. Of course that never happened. I grabbed a screenshot of my call log that I attached that shows both calls. That's all the "proof" I can give you. Now, let's see if Chickfila can manage to respond quicker than NINE WEEKS this time.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.