First, I'm not complaining about the taste or food quality. Chick-fil-A food is far better than their competitors. My complaint pertains to the Franklin location only and has to do with their employee's ability (or inability) to get a customer's order correct and, their unwillingness or inability to make it right, other than saying "I'm sorry." I've experienced multiple issues over the past couple of months where my order was wrong, items were missing, plastic utensils, napkins and straws not being provided at the drive-thru, etc. Today's experience is no exception. I attempted to redeem (in the drive-thru) lane a reward for a free lemonade (as I had previously done), but the funds on my app was debited. I called this to the attention of the lady who took my order. Her response was the reward was only good for a regular lemonade and that I had ordered diet lemonade. Unbelievable. When my order was brought to my vehicle, I asked to see a manager. This person said he was the manager, so I again explained my problem. His response was different. He said that the reward is only good for a regular size lemonade and I had ordered a large. I responded the app reward did not specify a size and I had not previously had this problem. His response was that "the app has issues sometimes." He further commented that I should place the order myself on the app to make sure it is correct, because the team members taking orders "are only human and can make mistakes." Unbelievable. And the icing on the cake was this manager was letting the drive-thru lane back up while explaining to me that his team members are human, make mistakes and the Chick-fil-A app has issues. I finally left. In the spirit of full disclosure, this manager did give me a card good for a free milkshake or frosted lemonade and apologized.
I would also like to point out that I made the initial complaint on the app before posting to Yelp. I received an automated reply that provided a response not even remotely related to the nature of my complaint. I clicked on the link, as instructed in the email, to indicate the response did not resolve my issue. That was 3 weeks ago and I have yet to receive a response.
I did choose to give 3 stars because the food is good as I indicated at the beginning of this post. And, the ongoing negative experiences are at this location only (and I have not been back). While this location is convenient to Macon County, their track record, based on my experience, is not on par with my experience with the Waynesville, NC and Clayton, GA locations. read more