Chick-fil-a - Castle Rock

A manager approached me and, instead of being understanding, responded in a condescending manner, asking, “What exactly made you think the food was old?” I described the issues in detail: the fries were hard and dry, while the strips and nuggets were lukewarm and soggy. I returned all the food except for one strip and a few fries. However, the manager declined my request for a refund, stating he could only offer to remake the food. At that point, I was put off by the stale fries and felt offended that they would serve us old food. I didn’t have the time to wait for new food. I insisted on a refund, but the young manager with curly hair and blue eyes insisted it was not possible. He told me I had to wait outside for them to prepare fresh food, but my time was limited, and I couldn’t wait. This level of service is disappointing, especially for Chick-fil-A. The added inconvenience of having to return to the drive-thru was frustrating. I genuinely wanted a refund for the entire experience, but he refused. While waiting for the new food, I looked up Chick-fil-A's refund policy and found that it did allow for refunds. When I mentioned this to the manager when he brought out our new food, he claimed that they were a franchise and couldn’t process refunds. His attitude was rude and unprofessional, which is not what I expect from Chick-fil-A. This experience reflected a significant lack of customer service, and I definitely won’t be returning.

I always use the drive-thru at this location. They were exceptionally efficient, and the staff was friendly. The food is consistently excellent!

Avoid this place after 9 PM. We usually have positive experiences at Chick-Fil-A, but it seems the night shift is quite disorganized. It's better to visit when they're busier. The girl taking our order couldn't stop laughing, and when we got to the drive-thru window, another employee was just chatting and laughing with her phone in hand while a few others were actually working. Our food took a long time to be prepared, and in the end, our drinks were incorrect. Overall, not a great experience.

I went to this Chick-fil-a to get some soup to make a sick friend feel better. It was 10:15 and they absolutely refused to serve at all. I was in the drive through lane and even told them I would take it cold and my friend would heat up later. No consideration or car all all they just flat out refused and were a bit rude about it. I will definitely be going to the other Chic-fil-a in the area instead of this one in the future. Does not seem to be keeping with the company’s standards at all so I had to drive across town to a separate restaurant for needed items.

The food is always delicious!! The service is always great!! The stores are always clean!!! Love me some chic fil a!!!