For reference, our order number was 3010.
We stopped at the Chick-fil-A in Lake Park, GA for lunch while traveling, and unfortunately this was one of the worst experiences we've ever had at a Chick-fil-A.
I do want to recognize Marlaina, who took our order. She was friendly, courteous, and greeted us with a warm smile. She was the only bright spot in our visit.
I ordered a #1 with cheese and no pickles. I also politely asked if my sandwich could be made fresh. Before Marlaina could even respond, another cashier, Adrina, interrupted the conversation and rudely stated that it couldn't be done. I simply replied that it was okay, but mentioned that I'd never been told that at any other Chick-fil-A location.
Since we were traveling, we also asked for each meal to be bagged separately so everyone could easily keep up with their own food in the car. The order was entered correctly, but everything was placed into one bag anyway.
When my food arrived, my sandwich had pickles on it. I sent it back. The second sandwich came back with no pickles, but it was also missing the cheese. At that point I was told they couldn't take the incorrect sandwich back, so I ended up throwing it away in the dining room myself. After going back and forth for about 15 minutes, I finally received the correct sandwich.
By then my fries were cold from all the waiting, so I simply asked if they could replace my fries. We were initially told the manager said no. My husband and I asked to speak with the manager, Lizzy, who was also the shift leader bagging orders. She first said she couldn't replace the fries, then changed her story and said she could only replace one fry. That was confusing because we had only asked for one replacement fry in the first place.
What was most disappointing was her attitude. She walked away with obvious frustration and sarcastically yelled to the kitchen, "Can I get one largeeeee fry please!" The kitchen staff responded with the same sarcastic tone, making us feel like we were being mocked simply for asking that our order be corrected after multiple mistakes.
Mistakes happen, and most customers understand that. What makes the difference is how they're handled. Instead of taking ownership and treating us with the hospitality Chick-fil-A is known for, we were met with rude attitudes, sarcasm, and poor customer service.
We choose Chick-fil-A because of its consistent quality, friendly employees, and exceptional customer service. Unfortunately, this location did not live up to those standards. I hope management uses this as an opportunity to coach the team on professionalism, communication, and customer care, because this experience was far below what we've come to expect from the Chick-fil-A brand.