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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Chick-fil-A, Inc.

  5200 Buffington Rd Atlanta, GA 30349-2945

  
• 

  Chick-fil-A

  4620 Highway 280 Birmingham, AL 35242-5028

• 

  Chick-fil-a

  5901 University Dr. Huntsville, AL 35806

• 

  Chick-fil-A

  1809 Beltline Rd SW Decatur, AL 35601-5506

• 

  Chick-fil-A

  125 Colonial Promenade Pkwy Alabaster, AL 35007-3130

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:03/23/2023

  Type:Billing 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 a chic fil a account that I'm trying to delete but their support has become unresponsive. I've contacted customer support multiple times through email and phone. I had a gift card balance tied to the account and gave them my home address to send the remaining balance to as per their instructions so they can close the account but they aren't responding and my account is still active. All I want is my account to be closed.

• Initial Complaint

  Date:03/22/2023

  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 March 17, 2023, I ordered from Chick-fil-A using the mobile app the food was supposed to be delivered around 7:18 PM. I received a notification from Chick-fil-A stating that the food was delivered when I went to retrieve the food it was not there. I tried to call the restaurant where the food came from I was not able to leave a message or speak to anyone, Ive been called Chick-fil-A customer support. That number is **************. After speaking with them, they notified me and said that they will reach out to the restaurant and have the restaurant call me regarding the refund. As of March 22 at 1:48 PM I have not received a phone call from the restaurant regarding this refund. I called Chick-fil-A customer support again about the refund. They stated that all they can do is send the information to the restaurant regarding the refund and that the refund is only up to the restaurant and not the Chick-fil-A support while on the support call asked to speak to a supervisor which her name was *************************** And she said again theres nothing that they can do that. We have to wait on the restaurant who is not able to respond via phone or voicemail. All I want is a refund of $31.95. If you need a reference number for Chick-fil-A, it is connected to my name which are ***************************, my email, which is Ronship_2 ************ and my cell phone number is ************.

  Customer Answer

  Date: 03/28/2023

  Within my complaint, I stated that I called the customer cares department and I also provided the information on the dates and times that I called. In my complaint, I stated that I called and spoke with a supervisor with *************************** from Chick-fil-A Care. I even reached out and call the restaurant where I ordered my food and I cant even get through to speak to a person nor can I leave a message. If they need to reference my information, they can reference it via my email or my telephone number within the Chick-fil-A records.

• Initial Complaint

  Date:03/16/2023

  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.

  March 15th, I visited a Chick-fil-a located in ****** *******. I believe the address is *************************************************. I ordered a #2 spicy deluxe with no tomato. Those were my words exactly. The girl taking my order at the drive thru put it in as a regular #2. I had already left so I had to turn around and go inside. When I went inside, I explained my issue with one of the cashiers at the front. Firstly, the cashier was a little rude. I explained to him how my order was wrong and what I actually ordered and he says "a number 2 doesn't come with anything but pickles." After I already explained to him that I ordered a spicy deluxe. I reiterate that I order a spicy deluxe and his reply is "well then what do you want?" HELLO! Obviously, I want what I ordered! When I received my sandwich and go back to my car and drive off again. When I open the container, I realize they just slapped cold cheese, lettuce and pickles on the chicken I handed them, and gave me back the sandwich. The sandwich was already lukewarm when I gave it to them, so I don't understand how they thought putting cold cheese on the sandwich was going to make sense. I didn't even get to enjoy my lunch. I'm very unhappy because all I want is to get not only what I pay my money for, but I would like to get what I ask for. Not only was my order messed up once but twice. How many times was I supposed to turn back and have my order fixed? If i already had to come inside and get my order fixed, why not make sure it's right the second time? How hard would it have been to give me new hot sandwich? Or to even heat up the same sandwich with the cheese. It's like they put so little effort into the customer service, and I am very disappointed.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed an order with the ******** Crossroards location at **********************************************************. I was using my app and forgot to change the location to Crofton, **. The locations were nearly an hour apart due to traffic and I wasn't going to be heading on that side for the rest of the week. I usually use this location with no issues. Today, I sent the order to the wrong place and politely told the lady about the issue over a phone conversation. I used my rewards points and paid $0.70 for toppings. Order number: ********. I explain the problem and she tries to do everything possible to refuse to give me a refund. Then, to get me off the phone, she explains she will refund my order as a points only order. The problem is the order was placed using points I earned from being a frequent customer of this restaurant. She didn't refund the points. And she didn't cancel the order. She manually completed the transaction and closed it out so that her store wouldn't lose the money. So, the store kept the money and the food. I called Chick Fil A cares and spoke with two guys who claimed they would put in emails to the store. I don't think they actually did anything because they sounded uninterested in the concern. I would like a refund of my points and the money paid. And that manager should be removed from her position for lying to a customer and doing it with a cheerful voice. As though she knew she wasn't going to provide excellent customer service and there was nothing I could do any it. I am writing to the headquarters so that this gets the proper attention it deserves. There should be a way to retrieve the phone calls placed with the Chick Fil A cares and the ********, ** location to prove I didn't receive the order and much more. Maybe even cameras at the establishment have audio to prove my point. This is unprofessional and unnecessary. What is weird is that all the other Chick Fil A establishments are more than willing to help with mistakes made by me or them.

• Initial Complaint

  Date:03/02/2023

  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.

  The Chic-Fil-a app got hacked early janunary after a month of speaking to nobody they told me they would refund money to my account & according to my bank it would take 10 business days to receive that was on feb 7th. Ive waited *** called & i keep getting the run around , nothing is being handled and they keep giving me point when all i want is my $100.

• Initial Complaint

  Date:02/28/2023

  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.

  January of 2023 I received a reward from a local Chick-fil-** for any size drinks because they must up my drink order and it was due to expire on April 24th, 2023. It was under my reward section on my chick-fil-la app. I noticed a few days ago it was gone, so I called chick-fil-la customer care department and spoke to a representative name ****** who was not listening to anything I said and was talking over me. I requested to speak to a supervisor since I wasnt getting anywhere with ******. I got a supervisor name *** and I explained everything to her and she still didnt do anything about it and wasnt trying to help me at all and just brushed me off. I just want my reward for my any size drinks for free like I had before but chick-fil-la just want to argue with customers over a drink that I initially had under my rewards. Chick-fil-la is a multi billion dollar company and they dont care about their customers and how they get treated

• Initial Complaint

  Date:02/28/2023

  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.

  The Chick-fil-a I went to was the ***** mill drive thru. This happened January 30, 2023. I used my chick-fil-a app to pay for more than half my order. I ordered spicy chicken sandwich deluxe, a four count chicken strip and large fries. I only had enough in my account to cover the fries. So I used my chick-fil-a rewards points to pay for the spicy chicken sandwich deluxe and four count chicken strips. On my card that day it charged me $2.85. Well Friday comes and my card amount is updated to $15.34. Im confused cause I used my points to pay for it so I called the store and spoke with ***** the manager. She said the app kicked it out and charged you the full price. This put my card in the negative because I only had enough to pay for the fries. I told her she said it was an app problem and said that the app tech would help me. She gave me the number. I spoke with a gentleman (it was recorded) he said the app had an issue and knocked it out and they would be happy to pay me back for the damages. I told him he could take the points because I used them to not pay. He said dont worry about it keep them and we will refund you. Here it is a month later I havent received my payment yet. So I reach out to corporate and they give me the run around. For two weeks. Finally I speak with ******************* from corporate and she tells me its not there issue and that they cant help me. She would send feedback to the store at hand. Its nothing she can do. I ask if they are taking responsibility for this situation she wont say and doesnt want to speak for company that she clearly works for. This has been a horrible experience and Ive always had such high regards for chick-fil-a. Now I never want to spend another dime because no one wants to take responsibility for this situation. Ive been treated like I dont matter and I my experience this isnt the case with chick-fil-a.

  Customer Answer

  Date: 03/10/2023

  see attached

• Initial Complaint

  Date:02/27/2023

  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.

  My husband goes through the drive through two weeks ago and order a spicy chicken deluxe meal, **** salad with spicy chicken strips and two kids meal nuggets. He gets home and the kids meals are missing (the drinks were there but no food). I call up there and ask for a refund since its a high traffic time and we live 20min away. Manager tells me only thing we can do is replace the item if you come up here. Sorry for the inconvenience and hangs up on me. I contact the manager a couple days later after not hearing back from my customer cares complaint. He apologizes and says he will write my name down, just be sure I can come in prior to Wednesday of this week. The next Tuesday evening my husband once again goes to pick up food. I completed a Mobile order for our food with the intent to request our original missing not FREE kids meals. We arrive and attendant in drive through says they cant do it without original receipt. My husband just pays for an additional kids meal. I call up the restaurant and speak with a manager who states, oh your name is right here.I say well can you just refund me for the kids meal he just ordered. She says let me go ask my manager. She returns and said manager said no. Fine. Can I just get the original missing kids meals. She said I cant do that either.HUH?! I sent an email to the manager and received no response. At this point, I would just prefer a refund. I don't want to ever visit that chick-fil-a again.

• Initial Complaint

  Date:02/21/2023

  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.

  2/20/2023 4:14:09 order number ******* I order a chick fil a sandwich with the rest of my meal because I had a coupon and qrl code. They claim the qrl code wasnt working. So I had to pay for my sandwich. I just got this code never used it yet. Was there two weeks prior. I would not have ordered this sandwich if I did not get the survey for it. I probably would not have gone inside chickfila and may have chosen somewhere else.

  Customer Answer

  Date: 02/24/2023

  Hi *******,
  We received your feedback on your recent restaurant experience and would like to apologize on behalf of both the Restaurant at $locationName and Chick-fil-A, Inc.
  Providing a great experience at Chick-fil-A is always our goal. Unfortunately, it sounds like that just didnt happen this time.
  Weve shared your comments with the appropriate people at Chick-fil-A, Inc. and with the restaurant you visited. Someone from the restaurant will aim to reach out to you within 2-3 business days. (Contact may be sent to the email address you provided with your comments.)
  Thank you again for sharing your feedback. We hope youll see it making a difference on your next visit.
  We look forward to serving you again soon,
  Chick-fil-A CARES Team
  
  Please do not reply to this automated email as we wont be able to respond.

   

  thats there response I will wait and see what happens next. Thanks

• Initial Complaint

  Date:02/18/2023

  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.

  This complaint is specifically regarding the ********** located on HWY 96 in **************************. On February 16 I went through the drive thru and placed an order. When I got to the man taking payment he could not get his device to work properly. He swiped my card and said to pay at the window because his machine was down. I was in a rush so I told him I would ********** a mobile order instead. I placed my mobile order which was successful and drive to the window. When I got to the window I told them I had a mobile order and they said I still needed to pay for it. I explained to them I had just payed in the app and the charge went through, even showing them my bank account. They argued that the charge showing in my account was not going to go through and they needed to charge my card again before they could give me my food. I reluctantly gave them my card after they were not going to give me my food that I had already paid for so I could get to work on time. As I suspected, my card ended up being charged twice for the same meal that was $14.03. I called the manager and asked for a refund and the manager continued to argue that they did not charge me twice and there was nothing they could do for me. Not only did they steal my money but they also have the worst customer service I have ever seen from this company. Absolute disgrace that a ***************** treats their customers this way. I expect a refund for the additional meal I was charged for and I will never use this location again.