I had such a wonderful experience at Chick-fil-A today that I felt compelled to leave a review…read more
I placed a mobile order through the app, but after submitting my payment, I received an error message saying the transaction didn't go through. Thinking it was a glitch, I tried again and got the same message. When I checked my bank account, I realized I had actually been charged twice.
I went inside the restaurant for help, and every team member I interacted with was kind and professional. The cashier assisted me, then involved another team member, and eventually someone who I believe was the field operator or manager on duty. Unfortunately, I didn't catch his name, but I want him to know how much I appreciated his help.
What stood out most was how he handled the situation. He never made me feel like I was inconveniencing anyone or questioning my concerns. Instead, he treated me like a valued customer, apologized for the issue, and worked to find a solution even though it clearly wasn't his fault. Rather than asking me to pay again while the duplicate charges were being resolved, they were able to use a promo code to cover my order so I could leave with the food I had already paid for.
To make things even better, they gave my kids free ice cream. That small gesture meant a lot.
As a Registered Nurse, I understand that errors and system issues happen. What matters most is how people respond when they do. This team handled the situation with professionalism, empathy, and genuine care. My 11-year-old son even said, "This is 10 out of 10 service," and honestly, I agree.
Because of the way this situation was handled, I left feeling appreciated and confident that I will continue returning to this location. Leadership sets the tone for a team, and based on this experience, that store is in excellent hands.
Thank you to everyone who helped us today. Your customer service truly went above and beyond.