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Business Profile

Fast Food Restaurants

Chick-fil-A, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:

    Chick-Fil-A provided BBB with the following information for consumers seeking assistance: 

    To our customers to best resolve your concerns we recommend reaching out to our Customer CARES team directly for assistance with your issue. You can contact CARES either online at Chick-fil-A.com by navigating to our Customer Support page or you can call us for more immediate assistance at 1-866-232-2040 Monday thru Saturday 9am-10pm EST.

Complaints

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

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

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    Customer Complaints Summary

    • 119 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/02/2023

      Type:Delivery Issues
      Status:
      Answered
      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 May 26th I went to Chick-fil-A in ***** **********. Telephone number *************. I ordered salad nuggets and a drink. Everything was put in the bag but when I received it at home I found a fly flying around in my salad. It was so gross. I was so hungry that I had to throw the salad away. I've taken a picture and I've saved my receipt. I then call the office explain to my situation of the salad with a fly in it. Spoke to a person by the name of ***. I guess she was the manager. I mentioned to her that was a health violation. Your employees need to check the food before they give it the customers with bugs in it. As I said before, I've taken a picture of it. In case no one believes me. I am sending this complaint to you because she brushed me off. I told her all I wanted was a gift card. It replacing the salad. She brushed me off. I mentioned that I would notify the department of health. She then told me do what I have to do so I am now writing to you guys hopefully to rectify the situation and get my gift cards. Thank you. My name is ******************************* and my receipt number or order number is 79 5 ***** thank you

    • Initial Complaint

      Date:05/28/2023

      Type:Product Issues
      Status:
      Answered
      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 Friday May 26, 2023 I placed a food order at drive thru at chick- fil-a **********************************************************************************. I ordered several items that totaled *****. When I arrived home to eat my meal I noticed all of my items were not in my food bag. I was missing my 8 count nugget meal. I Immediately called up to the store and spoke with someone who was working there they were telling store manager ****** about my missing meal. I was told I needed to return to the store now to get it. I explained I could not return back due to it being after 8 pm and I had already unpacked my baby and sleeping in crib and I could return tomorrow to get my nuggets. They told me the store owner only honors same day and I could not get a replacement meal tomorrow. I paid my money for a food item that chick- fil-a made the mistake and didnt put food item in my bag and they kept my money and food item. I want a replacement meal or a refund. They charge me for a product I did not receive.

    • Initial Complaint

      Date:05/27/2023

      Type:Delivery Issues
      Status:
      Answered
      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 attempted to place an online order for delivery. The website said my order could not be processed and I needed to call the store. I called them, explained what happened, and they took my order. It was delivered without issue. However, they also attempted to deliver the other order (that the website said could not be processed) and charged me for both. I have left 2 voicemails and an email without response and have not been issued a refund. This was on my debit card and I really don't have an extra $115 lying around so really need that refund.

    • Initial Complaint

      Date:05/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to file a complaint against a Chick-fil-A franchise store located at *********** ** which I believe has violated my rights as a customer and engaged in unethical business practices.On May 13 2023 I placed an order for breakfast through the Chick-fil-A mobile app and arrived at the store within the time frame allowed to pick up my order. However, I was informed by the manager that my order could not be fulfilled because it was past the cut-off time, despite the fact that I had placed the order within the appropriate window. The manager was extremely aggressive and unhelpful, and refused to assist me in any way, even though I had provided proof of my purchase.I am extremely disappointed and outraged by the treatment that I received from Chick-fil-A. Despite being a loyal customer and a mother trying to provide a meal for my son, I was met with hostility, aggression, and a complete lack of empathy. Even after I informed the manager that I would be filing a complaint, she showed no interest in resolving the situation and refused to help me get the food that I had paid for.I left the store feeling humiliated, angry, and scared for myself and my son, who was with me during the incident. As a mother, a wife, and a woman who owns her own business, I know that I cannot let this kind of mistreatment go unchallenged. I demand an immediate and sincere apology from Chick-fil-A and the store manager, as well as a resolution to the issue that caused me so much distress and inconvenience.It is deeply concerning to me that a company that claims to espouse ********* values would treat a customer in such a callous and disrespectful way. I believe that this is a clear violation of the company's stated values and is completely unacceptable.I would also appreciate any assistance that you can provide in resolving this matter in a fair and equitable manner.I was outside store with police officer humiliated in front of local friends neighbors Sincerely, ********

    • Initial Complaint

      Date:05/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      One of these experiences I did call about, and the other happened today. On April 19, 2023, I visited Chick Fil A store ********************************** *********** ******** because it is close to my work. I paid for a yogurt parfait that was missing fruit and granola, and I was short one of my chicken minis. This is not the first time I have had problems at this location, so I called and was told by female staff that the manager would reach out to me regarding replacement coupon as I am not comfortable trying to convince people at the drive thru I was told something over the phone. Of course, nobody ever called. Today, I pulled up, and the staff were the biggest issue. ****** was unable to hear my order due to african american gentleman also working the drive thru making smart comments to me for not immediately having the windshield wipers off. I turned them off and he was still talking at me, so ****** had to ask me to repeat my entire order again, due to his disruptions when it was not his place to treat me like a child and I did turn them off. I am not an idiot. Secondly, the hashbrowns today tasted like fish meaning the grease is bad, and the egg white grill muffin was extra charred. I will probably not return to this location, but the least I deserve at this point is a refund. These transactions were both recorded later on my app for proof.

      Customer Answer

      Date: 05/23/2023

      It has been resolved

    • Initial Complaint

      Date:05/11/2023

      Type:Product Issues
      Status:
      Answered
      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 business did not fulfill a mobile order that they took full payment for. They refuse to give me a refund for the missing items or any other item of compensation. I do not enjoy paying for items that are not received.

    • Initial Complaint

      Date:05/09/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Bad customer service I ordered it online and when I get there they don't no what I'm talking about and touch my phone I don't no they ... My ordered Order number: ******

    • Initial Complaint

      Date:05/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a order via doordash for chick fil a on **********. 4 sandwiches and 4 fries. Every one knows that chic fil a isn't inexpensive. I received only my sandwiches. The dasher only received 1 bag. I called and spoke with someone who stated her name was ******* or ******** and that she was an assistant. She kept me on the phone May 6, 2023 around 11:40 for over 10 minutes yelling and being very irate and rude. She said it's not her job to make sure the correct order is given to the dasher . I told her my husband is sickly and would most likely have to come through the drive through. She stated he would have to come in. She has gotten my pressure extremely high this morning. No staff member should do this to a customer. She is not suitable to work with the public

    • Initial Complaint

      Date:05/03/2023

      Type:Product Issues
      Status:
      Answered
      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 did not receive my complete order. I tried to call the restaurant (*********, **) per the protocol on the app, but the store didn't return my calls. I tried to dispute the charge with my credit card, but to no avail. I would like to be refunded for the amount of food not received. $11.17

    • Initial Complaint

      Date:04/29/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 went to chic fil a at 9:45pm prior to closing I tried to order 4 different things on the menu and the worker stated they had none of those things on the menu they were not pleasant and very unprofessional. Really upset by the lack of food and customer service I experienced I then contacted someone in the morning to discuss the issue and she disconnected the call on me after explaining they forgot to give me my drink as well

    Chick-fil-A, Inc. is BBB Accredited.

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