Complaints

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

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

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• 

  Chick-fil-A, Inc.

  5200 Buffington Rd Atlanta, GA 30349-2945

  
• 

  Chick-fil-A

  1913 5th Ave N Birmingham, AL 35203-2608

• 

  Chick-fil-A

  211 Lakeshore Pkwy Birmingham, AL 35209-7108

• 

  Chick-fil-A

  5260 Stockdale Hwy Bakersfield, CA 93309-2646

• 

  Chick-fil-A, Inc.

  3250 Airport Boulevard Springdale Mall Mobile, AL 36606

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.

• Initial Complaint

  Date:04/27/2023

  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.

  I have written the company 3 times due to poor quality and receiving the wrong order. The 1st time I complained I received poor quality food and I believe I was over charged. I received an email asking for pictures of the drive through menu board and the food ( I'm in my 50's and don't take pictures of ************** The second complaint that I filed was because we received the wrong order. I did take pictures this time but never received a response to my complaint. The third time I wrote was to follow up which still never received a response. I would really like to get my $25 back. I do have my receipts on file with *************** of our last order that was wrong but this site won't load them, unfortunately. Thank you in advance

  Customer Answer

  Date: 05/13/2023

  Hello, 

  In response I have contacted Chick-fil-A Cares 3 times. They responded once asking for pictures of the food and their menu board which I didn't have on my 1st complaint. I'm in my 50's and don't take pictures nor did I think that would be asked of me. The next 2 attempts regarding my & my friends 2nd visit & receiving the wrong order was never acknowledged. I did take pictures this time. 

  Ty again for your assistance 

  **************************;

• Initial Complaint

  Date:04/20/2023

  Type:Delivery 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 ordered on 4/20 order#- *******. Unfortunately, I have tried to contact the store several times today and I have not received an answer. I am upset about the quality of food that I have not only received today, but the last two visits as well. The last few visits when mobile ordering, I received zero sauces, and today I received a chicken sandwich with pickles on it, and I cannot eat pickles. On top of that I waited over 10 mins for **** warm fries. I was trying to call for a refund or replacement since my order was made incorrectly but cannot get in contact with the store.

• Initial Complaint

  Date:04/19/2023

  Type:Delivery 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 ordered a kids meal w/ french fries via delivery option on 4/13/23. Upon receiving my order, there were no fries in the bag at all. I immediately contacted Chick-fil-a corporate and spoke with a representative who assured me the issue would be resolved within ***** hours. After waiting 48 hours and nothing happening, I reached back out to corporate via email, only to be brushed off and told that they would not be doing anything and to contact the 3rd party delivery service who delivered. My bag of food arrived sealed. The missing fries were due to the neglect and mishandling of a chick-fil-a employee. I would like a refund for the item I did not receive.

• Initial Complaint

  Date:04/19/2023

  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.

  4/17 I ordered two meals . My order showed ready on the app 16 minutes before they brung the food out to us. So by this time of waiting for the order to be marked ready it has been 25 minutes total. They finally bring the food out to my husband. By this time he is complaining that the fries are halfway filled and so is my drink, only to open it and realize its also HALFWAY FILLED WHICH i also kept all the food and took pictures of it. I sat in the parking lot called their phone number of course not to get an answer. So I left a voicemail and they refused to respond to it. I also messaged them on their ******** page because thats the only way for me to even get a response from anyone. And I can also see when they read my messages. Well As of 4/19 NO CALL BACK. Plus they have opened every message I have left via fb messenger. And to top the cake they had their manager ************************* decide to follow my ******** page from her PERSONAL page but she didnt even message me to resolve my issue. So at this point I want answers as to what was her purpose of following me? Because she doesnt know me and I hope she wasnt trying to follow me being funny because if so that shows the lack of customer service Ive mentioned multiple times that this place has. Im sure CFA has a social media policy in place and obviously she needs to review that before she decides to follow someone. By the way I also made them aware of her following me from her personal page and they Did not respond to that either. Because we will not be returning to this location until they get better staffing and better customer service . I am also requesting a PARTIAL REFUND OF MY ORDER. Since my fries and drink was NOT filled accurately and I do not want a replacement or an apology. I am done with this location and the ones who work there. I did not get ANY straws , napkins or the correct sauce and my fries were COLD. I added photos of the receipt, the food and the message thread where Ive messaged them.

  Customer Answer

  Date: 04/26/2023

  Nothing was inserted stating what clarification was needed. 

• Initial Complaint

  Date:04/18/2023

  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.

  Sometimes when I go to chick fil a Im unable to scan my app bar code fir several reason. Sometimes there is an issue with WI-FI in the area. Somethings the line us so long you forget to scan.Chic fil a advertises that you can submit a missing transaction to receive points. When I submit my missing transaction through the app I never receive my points. I get a message stating that I already submitted a missing transaction for that day and the limit is one missing transaction daily. Not true at all. False message. That is not true. I did not submit a missing transaction for that day. I always have to call in. This has happened on several occasions and more than three times.At this point I feel it is a deceptive abd unfair business practice to prevent customers access to redeem points for food. Chic fil a has also increased the amount of points used for a chicken sandwich from 500 to 800. That is a very large increase so they definitely should not be advertising points awarded through missing transactions and then never update and increase your point accordingly. This is totally unfair. I spoke with ******* today in customer support and his response to try to coerce me into believing that Im personally limited to the amount of transactions and I will not receive those points is wrong and unfair. He was rude and talked over me. I have supporting documentation and witnesses to attest that chic fil a is not allowing me to gain points and access to submit missing transactions like other customers. This is totally unfair, it us false advertisement, it is a firm if bait and switch and needs escalation fir investigation. This is very unfair.

• Initial Complaint

  Date:04/17/2023

  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 4/15/23 at 6:30 pm I ordered $14.67 of food from Chik-fil-A **************.As I waited in line the food was being prepared in a timely manner so I continued to wait to place my order.After placing my order the restaurant had a meltdown.Staff stopped making food. ******, the cashier, said, "I quit. I'm not doing this anymore," stepped away from the cash register and began draining ice cream from a machine on the other side of the retail area. Because of ******, the manager stopped managing the orders and devoted her energy to handling refunds from customers. After a while of watching this I received word that my flight was boarding. As the restaurant was not making food I left my drink at the restaurant and walked to my gate without receiving my meal.I contacted the restaurant on 4/17/23 at the phone number on the receipt - ************ - and the phone company played a recorded message that the phone number was not in service.I do not want vouchers. I want a refund on my credit card. Attached is my receipt.

  Customer Answer

  Date: 05/02/2023

  I initiated a contact with Chick-Fil-A cares on 4/11/23 and ***** has contacted me back from either Chick-Fil-A cares or Chick-Fil-A corporate.

• Initial Complaint

  Date:04/10/2023

  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.

  I received a $15 gift card that was auto uploaded to the Chick fil A one account on 4/7/2023. I tried to use them on 4/10/2023 and discovered that I cannot use these funds unless my order total is the same total as is on the Chick fil A one account. I cannot upload an amount less than $10 and they do not allow partial payments. They are stealing peoples money (not just mine) and I now cannot use these funds.

• Initial Complaint

  Date:04/07/2023

  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.

  What was it ?????? Lack of training, prejudice against Senior citizens, ignorance, or just plain not caring. To a restaurant that has such a fine reputation, it was a shock. Whatever it was it was very upsetting to my wife and myself. Thursday evening ***** was hunger, so she did a mobile order. We then went to the restaurant and indicated we were there and wait.. and waited.. and waited.. over 15 minutes. ***** finally went into the restranunt and they said they were currently preparing. Waited another 7 minutes.. she inquired and they just brushed her off.. everyone there was unaware of what happened to the order.. She came back to the car and I went in to see what the issue was. I got the same treatment. The brush off I ask to see the manager.. waited another 5 to 7 minutes.. and FINALLY a person named ******************************* came out. I told her what the problem was and she said she would check on it.. she walked over to the serving area and was checking the monitors.. and then began bagging other orders.. waited another 5 to 7 minutes.. why was she egorring me.. or was she just rude. Just to clarify things I did not raise my voice or rude in anyway, we had just came from church.. tried to get her attention but again was ignored .. Finally I just gave up.. was this something they just did to seniors.. just ignore them when there was a problem.. I thought maybe that we have made a mistake on ordering. Not so attached you will find the email order confirmation and the charge to my credit card. Then I ask myself, what should I do? Why would Chick-fil-a STEAL from me.. is this common practice. Or just an occurrence by one person, *******************************. I wish to receive my money back on my credit card and this Chick-fil-a address this issue to its employees.I will be publishing this record to as many social platforms as I can, so this does not happen to anyone else.

  Customer Answer

  Date: 04/19/2023

  Yes...... I have contacted them twice.....

  and 

  all they send is a computer generated email.....

  offering me a FREE cookie.....

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service 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 4/4/23, I went to your restaurant drive thru and ordered two 12 pc nugget meals. I was in a hurry to get somewhere and I wanted a good meal, stop at a nearby park to eat and continue to my destination. Unfortunately, your staff got my order incorrect. I learned this after I arrived at th park to eat. They gave me grilled nuggets. I returned to the restaurant to ask for them to give me the correct order. The little kid behind the counter (and I say this because he didnt even look 20 yr of age at most) was instantly negative toward me in body language, posture and tone of voice when I explained to him that they had got my order incorrect. As I continued to explain how difficult it was to get back to the parking lot from the north due to the median, he then began arguing with me about the median in the roadway. The kid continued to argue with me until I told him this s*** is wasting my time. He then complained that I was yelling (I was not yelling but I may have had a strong voice at this point) and cursing apparently because I used the word s*** due to how exasperatingly annoying it was that he was arguing with me. I almost believe the kid was trying to get me to attack him physically. The kid then just continued to be demeaning. So I asked for the manager and he snarkily informed me that he IS the manager! Well, he had my food remade in the long run and the boxes were placed in the bag upside down so that the food would fall out when you picked them up. As I left the restaurant he snarkily told me to have a nice day while glaring at me while I left. Of course, by this time my fries were cold ... and I couldnt trust that he didnt do something nasty to my food, so ... my wife and I didnt have dinner. It cost me almost 30 bucks. Meanwhile, have a restaurant being managed by a nasty little kid with absolutely terrible customer service skills. Im disgusted by my experience. I used to love chick-fil-a... but this was my last time.

  Customer Answer

  Date: 04/07/2023

  The proof you ask for is only the screenshot that shows that I submitted a complaint in the companies website. Image is attached.

• Initial Complaint

  Date:04/03/2023

  Type:Delivery 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.

  My name is *************************** and I am writing today about a very irritating encounter that I had with your Chic-Fil-A location at ******************************************************************* on March 28th. I set up a mobile order #******** and mistakenly chose to pick-up my food inside of the restaurant. When I went thru the drive-thru, I gave the assistant my name and was told to pull forward. When I got to the window, I was told that they had no record of my order and asked that I pull around and come inside. Although an inconvenience, I came into the location and was then told that they still had no order for me. The staff claimed that I failed to hit the Im Here button on the app and after 30mins and still no food, I asked that the manager cancel my order and return my money. I have made this mistake before at the location in **********, ** that I would go to and they would simply give me my order thru the window with no issues so I was so upset as to why this poorly-run location couldnt seem to afford me the same courtesy.Before I left the ******* location, I asked the staff for a customer experience card and was told that they didnt have any or a corporate number to give me as well. I googled the number when I returned to my vehicle and informed one of the call center reps of my experience. They simply read off a scripted response about clicking the button in the app as if the wasted time and experience was my fault. I am so disappointed in the whole ordeal and that poor representation of your brand that this deplorable establishment is doing. I left my contact info with the corporate rep, but I do expect to receive a response from the store manager or a corporate manager regarding this entire mess. I feel like my time was wasted and want to see Chic-Fil-A would like to try to restore the favor they once had in a loyal customer. Good day.Since this incident I have received a tasteless general email but no direct contact or resolution.

  Customer Answer

  Date: 04/19/2023

  So I reached out the their ************* line the same day that this happened and never got anything but this sad dry email. No one reached out for a resolution at all