After more than 25 years of being loyal Chick-fil-A customers, my husband and I had the worst experience we've ever had at any Chick-fil-A restaurant.
We visited the Braves Avenue location in Lawrenceville around 9:20 AM for breakfast (Order #811204). The restaurant was nearly empty, yet we stood at the front counter for several minutes while numerous employees walked by without acknowledging us. No one said, "Good morning," "We'll be with you shortly," or even made eye contact.
My husband finally asked a young employee named Rachel, "Is anybody working here?" Instead of apologizing or taking our order, she simply stood there silently. When he asked for the manager, she said there wasn't one and that there was a "leader" in the back.
After we requested to speak with him, Jordan eventually came out with several other employees. No one introduced themselves, apologized, or asked how they could help. We simply stood there looking at each other until Rachel finally took our order. Throughout the entire interaction, there was no effort to make us feel welcome or valued as customers.
The only employee who demonstrated the hospitality Chick-fil-A is known for was an older lady who came into the dining room to arrange flowers. She smiled, said "Good morning," and was the only person who represented the Chick-fil-A brand we've known for decades.
What was especially disappointing was that there appeared to be around 20 employees working, mostly focused on the drive-thru, while there were very few customers inside. Yet no one seemed interested in acknowledging guests standing at the front counter.
As a small business owner and local real estate broker, I understand how important customer service is. Chick-fil-A has always set the gold standard for hospitality, which is why this experience was so surprising and disappointing.
To make matters worse, when I asked Jordan how to contact the owner, he told me to "take a picture of the wall." The owner's email isn't posted there. Only after I questioned that response did he offer me a business card.
I have already contacted Chick-fil-A Customer Care and also reached out to the owner directly because I believe they should know what customers are experiencing at this location.
We'll happily drive the extra few miles to the Mall of Georgia Chick-fil-A, where we've always been greeted with the friendly service we've come to expect. Unfortunately, based on our experience, I cannot recommend this location until significant improvements are made to the customer service culture. read more
