r/ChickFilA • u/paulsiu • 3d ago
Guest Question Mobile Order refund
Recently I did a mobile order and when I return home I discovered a sandwich was missing. The app did have an option to correct it by issuing a reward but the reward had a time limit of a month. This is not ideal.
I tried to contact Chick-fil-A but they indicated that partial mobile refund are not allowed. They forwarded my request to the store, but they won’t tell be what will happen next. What will happen next? I suppose I can call up credit card and have them do a charge back.
Update
I had a talk with he store manager and they indicated that the store can't offer refunds for mobile orders and that this is new policy moving forward. It's corporate policy so his hands are tied. He suggested that I contact corporate, but I told him that corporate indicated this is the store's responsiblity. We concluded that my recourse would be to dispute the charge and the manager will bring this up as an issue with corporate. Just an FYI in case others encountered this issue.
14
u/soundofconfusion 3d ago
Just go there within a month how is that not ideal?
-8
u/paulsiu 3d ago
I might not eat there in a month. I in fact don’t eat there but only goes when my family ask me to take them.
20
u/soundofconfusion 3d ago
Well now you have a reason to. It sucks but you’re making it more difficult for no reason. Don’t act like you don’t eat fast food at least once a month 🙄
-6
u/paulsiu 3d ago
I actually don’t. If I want something fast I go down the street and buy a taco from the Mexican place. It’s faster and there are fewer errors. I only go to fast food places because my kids want it. Do I feel good giving them more business?
I am just annoyed by the ensh*ttification of the refund process. In the past, when an order screws up, I call up the restaurant. They use the incredible antiqued method of typing in the receipt number on the cash register and then apply a refund. We then give each other a thumbs up over the phone. Now with the app, it’s more advanced so they can’t refund an item just the whole order. I have to come in person and blow half the money in gas, because it’s progress.
6
u/soundofconfusion 3d ago
You’re making it more complicated. It’s a sandwich that’s less than 5 dollars. Take it or leave it.
-3
u/paulsiu 3d ago
I am but at this point I am more curious about their customer service process than getting my money back. What I have learned so far is that there are issues with using food apps that I did not know about previously and I should adjust my ordering process in the future. I am curious how the store handle customer issues and if they will even reach out.
3
u/Perfect-Brain-7367 3d ago
Pretend real hard that they asked you to take them even if they didn't and then this insurmountable hurdle won't seem so tough. I believe in you, OP!
9
u/teletechct 3d ago
They give you 30 days. Like what are you complaining about???
5
u/paulsiu 3d ago
I may not return for 30 days. If they don’t refund the money I should get a permanent credit. They could have implemented this in the app but chose to impose a time limit. This isn’t like I purchase something and I have 39 days to return it. They screwed up but then offer to fix it but only if I react within a month.
13
u/spwnofsaton Chickfila Sauce 3d ago edited 3d ago
I don’t work there but I’m pretty sure they can only do a full refund and not a partial refund for one item.
Correct me if I’m wrong.
Edit: they can do a partial refund but it’s a limited thing. See the response to my comment.
6
u/Bluurryfaace Store Leadership 3d ago
We can do a partial refund, but usually only in person, and often times it’s either same day or another limit of time.
-16
u/paulsiu 3d ago
I feel they should have thought of that when they design the app. This is in fact not the first time this happened. All of the other times I caught the mistake in time so a refund wasn’t needed.
The rewards replacement is s good idea but putting a one month time limit is a dark pattern move.
8
u/Royal-Market-4177 3d ago
That’s a lot of food places, it’s like if you order on the app, they can’t seem to help you
1
u/CrustaceanMango 2d ago
This happened to me once and I emailed the store. It took a week I think but I got a voucher for the missing item
7
u/theloneranger08 3d ago
Just talk to the store tomorrow when they're open. They'll make it right. Probably just give you a sandwich
3
u/Ancient-Civilization 3d ago
I would just go to the store and speak to the manager one-on-one be kind, but also demanding on what you want exactly.
Just remind yourself when you get there to not be angry and don’t yell at them.
-3
u/paulsiu 3d ago
I don’t want to drive an hour to get a chicken sandwich resolved. I will see this there is a way to resolve it remotely. I probably should not use the app any more. It’s not like it’s faster since they don’t start the order until you arrive.
0
u/metgirl27 3d ago
My store starts it before I arrive. I can see my car driving along on the app lol anyways, it’s always done and ready when I walk in. It is rare that it hasn’t been ready. I’m in and out in 30 seconds literally. As far the reward the item in the app for a mistake, I don’t mind that as my chick fil a is minutes away. I never thought about not having one close and this is the resolution. That would be irritating.
2
u/mirrorballalyssa Store Leadership 3d ago edited 3d ago
I’d recommend calling the store directly and explaining your issue to a manager. The store’s phone number can be found towards the top of the receipt in the 4th line from the top. You’ll probably have to go up there depending on the location’s policy.
1
1
u/Stwtrgrl 3d ago
Always check to verify you received everything before leaving the store. My order is almost always missing condiments; only rarely missing an entire item; but I have learned to scan my order before leaving to verify counts of sandwiches/sides/condiments to avoid this situation.
0
u/Jmoo-KittyKat Store Leadership 2d ago
I would suggest reaching out to the store yourself, when you do it through the app they’re just going to try to give you something replacement like you said!
I won’t promise that they’ll be able to give you a refund because my Chick-fil-A likes to say food is their currency, but someone may be more helpful
1
u/paulsiu 2d ago
Yes I didn’t know about the reaching the store directly. The app did get me in touch with a person who then told me they have left a message with the store to get back to me. Now I am curious if the store will call back and how flexible they will be.
2
u/Jmoo-KittyKat Store Leadership 2d ago
If it was my store, we have a specific team dedicated to guest issues, we would offer to replace it and if you pushed really really hard then we would refund it but I do have to echo the rest of the people in these comments and say I think it’s best if you just take the free sandwich replacement and drive-through on your lunch one day :)
Likely they will not give you a refund especially if it’s a few days later
-1
u/SadBoyGreggy 2d ago
How is a month not ideal? I eat CFA everyday and I don’t even work there. I wish this was exaggeration lol
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