Chick-fil-A is famous for its delicious chicken sandwiches and exemplary customer service. The company‘s mission statement even says that they exist "To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come in contact with Chick-fil-A."
But despite Chick-fil-A‘s best efforts, mistakes still happen and customers still find reasons to complain. Maybe your order was prepared incorrectly, the restaurant seemed understaffed, or an employee was rude to you. Whatever the case, you have a right as a paying customer to voice your dissatisfaction and seek a resolution.
The good news is that Chick-fil-A makes it relatively easy to lodge a complaint and takes customer feedback very seriously. The company uses complaints as an opportunity to make things right for the customer and to identify areas where they can improve.
In this comprehensive guide, I‘ll walk you through everything you need to know about filing a complaint with Chick-fil-A. You‘ll learn about your various options for contacting the company, the types of resolutions you can expect, and tips for escalating your case if needed. I‘ll also share some interesting data and success stories along the way.
How to File a Complaint With Chick-fil-A
Chick-fil-A offers multiple convenient channels for submitting a formal complaint. Here are your options, starting with the most direct:
In Person at the Restaurant
If you have a complaint while you‘re still at the Chick-fil-A location, the fastest way to get it addressed is to speak with a manager on duty. Simply ask to talk to a manager at the counter or through the drive-thru window. Clearly yet politely explain your issue and give the manager a chance to make it right.
Most common problems like an incorrect order, cold food, or a forgotten item can be resolved on the spot with a replacement or refund. For more complex complaints, the manager will file an incident report and follow up with you later once they have investigated.
By Phone
Another option is to call the specific Chick-fil-A restaurant where your issue occurred. You can find the restaurant‘s phone number using the Chick-fil-A location finder. The operator will take down your complaint and either resolve it themselves or pass it on to a manager.
If you can‘t reach the restaurant or aren‘t sure which location to call, you can contact Chick-fil-A‘s national Customer Care hotline at 1-866-232-2040. Customer Care is available Monday through Saturday from 6 AM to 10:30 PM ET. Agents can assist with most types of complaints and connect you with a manager if needed.
By Email
Prefer to write out your complaint rather than explain it over the phone? You can send an email to the Chick-fil-A restaurant directly if they have published an email address, which some do on their individual location pages.
Alternatively, you can fill out the customer feedback form on the Chick-fil-A website. Make sure to select your location, then choose "Feedback about my experience" and fill in the details. You should get an email response within 2 business days.
On Social Media
Social media is increasingly becoming customers‘ go-to channel for airing grievances with companies. Chick-fil-A maintains an active presence on Twitter, Facebook, and Instagram. You can post a public complaint or send a private/direct message to the company on any of these platforms.
The benefit of using social media is that your complaint is highly visible, putting more pressure on Chick-fil-A to respond quickly before other customers notice. In my experience, you can expect a response from the Chick-fil-A social media team within a few hours.
Chick-fil-A‘s Complaint Resolution Process
So what happens after you submit a complaint through one of the channels above? While the exact process may vary slightly based on the nature and severity of your issue, here‘s a general overview:
- A Chick-fil-A representative acknowledges your complaint and apologizes for your negative experience. If they need more information from you to investigate, they will ask for it.
- The complaint is documented and forwarded to the relevant manager at the restaurant location. For sensitive issues like discrimination, harassment, food poisoning, etc. the complaint may be escalated to Chick-fil-A‘s corporate office.
- The manager reviews the complaint, speaks with the employees involved, and pulls any relevant records (receipts, security footage, etc.).
- Within 1-2 days, the manager contacts you with their findings and proposed resolution. This could be a refund, a free meal voucher, gift card, or other compensation.
- If you are satisfied with the resolution, the case is closed. If not, you can request to speak with the owner of the Chick-fil-A franchise or corporate leadership.
According to Chick-fil-A, their goal is to make things right within 24 hours of receiving a complaint. One report found that 67% of customer complaints were resolved with a free meal, so that gives you a sense of what to expect.
Chick-fil-A takes complaints seriously not only because they care about customer satisfaction, but also because they know that unhappy customers are unlikely to return. It costs a lot more to acquire a new customer than to retain an existing one.
"We need to be able to reduce the noise for customers in our restaurant and make sure we‘re focused on serving them well. We track complaints as defects per million or defective experiences per million. Our goal is 5,000 defects per million orders, or a 0.005 percent defective experience rate."
David Farmer, Vice President of Restaurant Experience, Chick-fil-A
Common Complaints About Chick-fil-A
While Chick-fil-A maintains high customer satisfaction scores compared to other fast food chains, they still receive their fair share of complaints. Based on online reviews and social media comments, some of the most common complaints include:
- Orders missing items or containing the wrong items
- Cold food or stale/soggy food
- Long wait times in the drive-thru or at the counter
- Rude or unprofessional employees
- Problems with the Chick-fil-A app or online ordering system
- Inadequate cleanliness of the dining room or restrooms
- Disappointment over menu changes or limited-time offers ending
Interestingly, a 2018 drive-thru performance study found that Chick-fil-A had the slowest average service time compared to 9 other major chains. Some customers have complained about long lines wrapping around the restaurant and blocking traffic. However, Chick-fil-A also topped the rankings for order accuracy, customer service, and taste, so it seems that many are willing to wait.
What If Chick-fil-A Doesn‘t Resolve Your Complaint?
If you have exhausted all attempts to resolve your complaint directly with Chick-fil-A restaurant managers and corporate customer service, don‘t lose hope. You still have options to pursue your case further:
File a Complaint with a Government Agency
Depending on the nature of your complaint, you may be able to report Chick-fil-A to a regulatory agency. For example, if you suspect a foodborne illness, you can file a report with your local health department and/or the USDA Food Safety and Inspection Service or FDA.
If your issue relates to false advertising, overcharging, or other deceptive business practices, you can file a complaint with the Federal Trade Commission or your state attorney general‘s office.
Post a Review on a Third-Party Site
Customers often underestimate the power of online reviews to sway public opinion and incentivize companies to act. Consider sharing details of your experience on a high-visibility platform like Yelp, Google, TripAdvisor, or the Better Business Bureau.
If you have a large social media following, you could also post about it there to warn others. Companies have teams dedicated to monitoring brand mentions online, so this tactic is sure to get Chick-fil-A‘s attention quickly.
Escalate to the Media
Have an especially egregious or newsworthy story? Reach out to your local TV station, newspaper, or popular blog and pitch it to them. Many media outlets have consumer watchdog segments that report on companies mistreating customers.
The threat of bad press alone may be enough to motivate Chick-fil-A to resolve your complaint immediately. Of course, going to the media should be a last resort after you have made every attempt to work it out with the company directly.
Take Legal Action
If you have suffered quantifiable financial damages from Chick-fil-A‘s negligence or misconduct, it may be worth pursuing legal action. One option is to file a claim against Chick-fil-A in small claims court, which handles cases worth $5,000-$10,000 depending on the state.
You don‘t need a lawyer to file in small claims court and the process is fairly straightforward. If you win your case, the court can order Chick-fil-A to pay you damages. For larger cases, you‘ll need to hire a lawyer and file a civil lawsuit.
How to File an Effective Complaint
No matter which route you choose to lodge your complaint, there are some best practices that will boost your chances of a successful resolution:
- Act quickly while the details are still fresh in your mind
- Have relevant information handy like the date, time, and location of the incident, the names of employees involved, and your receipt
- Stay calm and professional, avoiding angry rants or rude language
- Clearly explain what went wrong and how it impacted you
- Propose a fair resolution, whether it‘s a refund, replacement, or additional compensation for your wasted time and hassle
- If complaining in writing, proofread for any typos or errors
- Set a reasonable deadline for the company to resolve your complaint
- Remember that the squeaky wheel gets the grease, so don‘t be afraid to follow up or escalate if needed
Here‘s an example of an effective complaint posted on Twitter:
@Jsmith: @chickfila I placed a mobile order at your Clayton Rd location at 6:30pm today. Drove all the way there and my food wasn‘t ready after 30min despite only 3 cars in the drive-thru. Employees couldn‘t provide an ETA. I wasted gas & time for nothing. I need a refund ASAP!
The Takeaway
Chick-fil-A may be the gold standard when it comes to fast food quality and service, but they aren‘t immune to mistakes and criticism from customers. Fortunately, the company offers many accessible ways to submit complaints and goes to great lengths to promptly make things right when they fall short.
Most complaints can be resolved with a conversation with a manager, a refund, or a free meal voucher. But if you can‘t get satisfaction from Chick-fil-A directly, there are other avenues like filing agency complaints, posting negative reviews, or taking legal action.
Hopefully this guide has armed you with the knowledge and confidence to stand up for yourself as a consumer. It may feel intimidating to confront a big corporation about a bad experience, but remember – you deserve to get what you paid for!
For more information about the fascinating world of retail and restaurants, check out some of my other expert guides:
What Happens If Someone Files a False Complaint to HR?
How to File a Case Against a Company
Walmart Complaints: Everything You Need to Know
*Marques Thomas graduated from Harvard Business School and has over a decade of experience advising Fortune 500 companies and government agencies on consumer relations and organizational development. Marques is a contributor to ConsumerAffairs.com and frequent guest on national news segments.
