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

  4620 Highway 280 Birmingham, AL 35242-5028

• 

  Chick-fil-a

  5901 University Dr. Huntsville, AL 35806

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  Chick-fil-A

  1809 Beltline Rd SW Decatur, AL 35601-5506

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  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:02/17/2023

  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.

  On 02/15/23 I went to the Chick fila located at ********************************************************** via their drive through shortly after 9pm.I ordered their #1 meal. When I got home I noticed that my waffle fries were NOTHING but a bunch of bits and pieces AND NOT ONE single complete fry was in the container.The next day I called and called the number on the receipt for that location AND NOT ONE person ever picked up the phone NOT EVEN ONCE! I then decided to ****** the customer service number to file a complaint. I called the toll-free number, spoke to a very nice supervisor by the name of ******* who I told the entire situation with my friend and them NOT even making themselves available via phone. She said will email that location this feedback and will also have them get in touch with me. Later that evening the ONLY contact I received from that location is a very vague email from a ********************* who pretty much ONLY said "Thank you for taking the time to share your experience, and we hope youll see it making a difference on your next visit." To me that is a total slap in the face to a paying customer like myself who just shared my experience about that the fries I bought and paid almost $10 for the entire meal AND to get something like this in return is unacceptable. The guy didn't even try to offer me anything for the inconvenience. I even sent him an email back asking him if this is the best he can tell me and of course I never got a response back. I am highly disappointed with this chick fila location. They are ruthless, ARROGANT and only want your money but don't wanna to give a customer what they paid for. Unbelievable!

• Initial Complaint

  Date:02/13/2023

  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.

  They charged my debit card $50.00 on 2/8/23 for some program Im not even apart of. They told me it would take 24/48 hours and when I called again today they told me again it will be another ***** hours which will be an email.I am 62 years old and work 2 jobs just to pay rent and for this supposedly ***************** stole $50.00 from me that I desperately need and refuses to refund me for this UNAUTHORIZED charge

  Customer Answer

  Date: 02/15/2023

  I already submitted a claim for suspicious activity on 2/9/23. See the attached email from them. And they keep sending me emails about changing my password for their care program and I have NEVER signed up for anything related to their company 

• Initial Complaint

  Date:02/13/2023

  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.

  On 02/07/23 I placed a mobile order through chick-fil-a. The total was $22.38. On 02/09/23 I received a bank alert informing me of another $22.38 was taken out of my account. After speaking to the store and them telling me they dont understand how it happened and not acknowledging it has, I proceeded to call my bank the charge was made on to confirm it wasnt a mistake on their or my end. My bank confirmed it is a separate charge from the original on 02/07/23. Please help me get my money back from chick-fil-a. The photo I added is a screenshot from my iPhone 14 showing my bank statement. The screenshot was taken yesterday 02/09/23 at 12:52pm. Thank you

• Initial Complaint

  Date:02/04/2023

  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 chic fil a account was recently hacked. I originally had $45.45 on this account from my purchased gift cards. The hackers were able to get into my account, charge 2 separate transactions of $50 each to my credit card on file. I have changed passwords, deleted cards on file however the hackers are still using my account for purchases. I have screenshots of these transactions and will attach. I still have not been contacted by company for resolution and it appears that all my money on this account will be scammed unless I delete the account. I would like chik fil a to contact me and refund my original $45.45. At this point I don't feel that chic fil a is doing enough to help the customers in this breach. I've contacted them on Jan 28th and Feb 4th and it still has not been resolved.

  Customer Answer

  Date: 02/07/2023

  Ive called CFA CARES twice and emailed 4 times since January 28 and have not received any communication back. 

• Initial Complaint

  Date:01/31/2023

  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.

  Someone got into my account and added $50 to my chick fil a one card without my authorization. I called on 1/13 and was told the digital fraud team would contact me. They did not. I changed my password and deleted my card. I contested the charge with my bank. Someone is still using the funds in my chick fil a one account. I called again 1/31 and again was told that the only recourse is the digital team contacting me. The woman could not transfer me or give me any information or anyone to even call to get information. So now I wait for this department to contact me whenever they get to it while I watch someone using my funds. My account number is *****************. Thank you.

  Customer Answer

  Date: 02/02/2023

  I contacted them on January 13 and 31 and was not helped either time. I was told to wait for someone to contact me and no one did. This is the whole reason for the complaint! 

• Initial Complaint

  Date:01/25/2023

  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.

  On December 29, 2022, I visited a Chik Fil A location in ********* **. I ordered my food as I normally would but it being lunch time I expected a wait but I did not think that I would be waiting for almost 45 minutes!!! I was in town on business and had an important meeting so time was essential. Of course I was late for my business meeting although I went into the restaurant to order and pay for my meal but what was disturbing was the quality of my meal. The entire meal was cold as if it were sitting a for a few hours, there was no ice in my water, my french fries were the incorrect size, and none of the sauces that I requested were included. My daughter and I are diabetics and it is important that we eat at certain times of the day. I had diabetic complications due to not being able to eat the food. I immediately contacted the restaurant and instead of being sympathetic, they said we cannot accept the meal, call corporate. I contacted corporate 2x and was advised that I would be hearing from the restaurant regarding a resolution. I have not received any follow-up and it has been a month since the incident. I am very disappointed. I am seeking a full refund and apology.

• Initial Complaint

  Date:01/25/2023

  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 1/19/23 I placed a mobile order, when I got to the drive thru the guy found my order with no problem. My order was pre paid thru the app with gift cards. When I got to the window they started asking whats in your order??? Said the couldnt find it and I asked how do you lose an order within 500 ft of it being verified?? After a few back and forth the said they would remake it and not charge me for it(already paid in the app) I told them to cancel it and refund it to my app because I was on a time constraint. Said it would be 3-5 days??? On there own app??? Called the corporate office and got the brush off when told them what happened and the gave me a free dessert ( big deal). I want my $16.79 put back on my gift card!!! This location in ****** is not one of there better locations.. I also have a screen shot of the order they say they lost.

  Customer Answer

  Date: 01/26/2023

  If you also read my original complaint it said I did call the corporate office when I got home and got the brush off.  This is poor management of a business..

• Initial Complaint

  Date:01/18/2023

  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.

  On 1/12/23 1:02 pm I received a email receipt stating my debit card was used to add $50 of funds to a digital gift card load on the chick fila app. This was an unauthorized transaction. Called the chick fila corporate number, sat on hold for a rep for 45 mins to be told they will put in a ticket and it was nothing they could do about my account except send a email for change of password.When asked if the $50 can be refunded back to my card since it was not used yet, I was told it would need to be sent to claims and do not delete my chick fila account yet. I changed my password 3 times and deleted my debit card. Same day at 6:10 pm someone was able to scan the ** code associated with my Chick fila one account at ********************** fila store on Hwy 215 & *******************) to buy $18.28 of food from the $50 the person added to the account. Next day 1/13/23 at 6:59 pm $29.27 those funds were used by scanning the ** code to pay for another meal. I contacted the Chick fila in *********, spoke with a supervisor to let them know someone was coming to their store and fraudulently using my account, and was told I have to call the corporate number. I called the corporate number 2-3 more times and each time was told a claim was going to be put through to investigate. I also used the suspicious activity tab on chick ***** website to submit several claims regarding my debit card being used unauthorized on their secured app and how my account was still able to be used after resetting the password, and asking for my account to be blocked. Today is 1/18/2023 and no one has contacted me regarding the status of my account, the claims submitted or a refund. I had to contact my financial institution, cancel my card, report a claim, and now I have to wait for an investigation to receive an approval for a refund. This process has been so overwhelming and frustrating. I believed my information was safe on Chick ***** app, and I could at least been given the courtsey of a call or email.

  Customer Answer

  Date: 01/24/2023

  When I received a email receipt stating $50 was added to my chick fila one account I emailed ********************** fila right away stating this was an unauthorized transaction and to please call me. I then made several attempts to contact chick fila on their website and app under the fraudulent activity tab. I also called the chick fila cares numbers several times and spoke to 3 different people who stated to me they would file the complaint/transaction to the correct department and someone would contact me. Unfortunately they did not provide me with any follow up complaint number nor was I emailed one. Chick fila should have these calls on file. I also took the liberty of calling the actual store where the purchase was made in ********* to notify them that someone was using me account, and the store manger stated it was nothing she could and provider me the chick fila cares website. 

• Initial Complaint

  Date:01/18/2023

  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 have been trying for over two weeks to get this issue resolved and have contacted customer support several times. Instead of getting a resolution, I receive these random and sporadic emails that my email address has been changed and a password reset link has been sent, both of which are untrue. It all started when I received an email to update my password so I did so and updated my email address. The old email address is ******************** and I no longer have access to it. The new email address is ********************** I visited your ********, ** store on 01/09/2023 and when I tried to access the app to earn points I had been logged out. Tried logging in with both email addresses and several passwords still nothing. Tried the forgot my password option and have yet to receive any emails to reset. Please help. I have almost 4K in points and I'm a Red member. Just visited your location on Altamesa today and could not earn points again due to this issue. My phone number is ************. This has to be the worst service I have ever received from Chick-fil-a.

  Customer Answer

  Date: 01/23/2023

  Shows that I have been trying to get the issue resolved. 

• Initial Complaint

  Date:01/17/2023

  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.

  We typically have a great experience at this location as we choose Chic Fil A over all other local restaurants in the area where we live.Tonight wasnt the greatest experience and we understand it does happen however we had multiple combination orders that were incorrect. I was very specific when ordering with the nice young lady at the drive up then she moved me along for payment. I finally reached the window and spoked to the gentleman standing outside to help and he said everything was correct. Once we were home it was not correct. I had ordered no pickles on 2 combos instead of extra shown on the receipt I have uploaded. I only wanted one cookie and wanted sweet teas with the order. Not unsweetened tea. I had also asked for the sauces that were not included so all the sandwiches and sides had no condiments. I spent $42.65 I request for refund at this time. They were all very nice just seemed confused on such a large order. Never had this issue before with this location. Tried to call the store but it keeps disconnecting the call when the person answering talks.