I really enjoy CFA food so my complaint is not about the quality of the food. It's that every single time we pick up there are items missing. Every time. Sauces and dressing, yes, but main course…

5 different people in the back just standing there while there's only 1 front cashier checking out. Front cashier had to make all the drinks for that current person and take to table while we all w…

slow but I think Elisa had a stroke typing their review but it's still "juciy" grilled chicken and good fried even the webbed fries too!

This location continues to disappoint. From missing items from order to slow service. I tried to get grilled chicken on my salad instead of fried and they said no changes. Wow. Just fyi. Smh. ‍

I visited this location since it usually closer to me than others but this time is was unnecessarily busy. The mobile lane was backed up to the point of being in the street and the normal drive thru …

I ask 48 sugars and 2 creams for my coffee the employee gives me 8 sugars and 8 creams! And when there is a shortage of condiments management will know why because this has happened several times a…

Devin M

Employees here are really nice and hospitable. However, I always go through the Drive Thru…and OMG….the speed of service is dinosaur slow. Not really a sense of urgency by anyone & their speed is very slow for CFA standards. Only reason I come it’s bc it’s so close to the Gym and convenient. If there was another CFA closer, I’d go to that one instead.

Anna Lykoudis Zafiris

Sadly, this is not the first time this happened. We ordered dinner for family of 5. One sandwich was not included in our bag, so when we got home, one person was short of their meal. Also, when given our milkshakes (2), one spilled on the driver side chair because the top was not fastened properly, causing a huge mess. Checked the 2nd milkshake and the same problem existed there, but thankfully avoided another mess. Called the store to inform them, but no one answers the phone- you can only leave a message and hope they call you back. For a business that has so many employees, there is no excuse for this sloppiness and poor customer service! One positive: Shout out to the kind employee Jesus in the drive thru working outside in the cold helping people with their orders.

Caroline G

The food here is always per usual! But the service is horrible. The last three times I’ve come to this chick the workers are soooo rude! I’ve gotten eyerolls, laughed at for going into the wrong lane (when absolutely no one was there, and they made me switch) and then not a very welcoming greeting… maybe the managers are rude? Idk? But I’ve never felt welcomed here

MELODY SHAWYER

I went on Monday night. The restaurant was calm, the lighting was warm and I thought we were in for a peaceful dinner. Apparently, the real seasoning here is not salt or pepper, it is attitude When my husband was placing the order, the cashier decided to serve a full course of rudeness on the side. Eye-rolls and a tone so sharp it could slice bread. Maybe someone skipped the “hospitality” part of hospitality training? The fried chicken was “burnt to perfection” if perfection means it skipped the golden stage altogether Congratulations, you just lost a customer

Service here SUCKS. The guy Brent with the green shirt literally saw me stand in the counter and instead of asking what I needed he just saw me and walked right past me and made himself look "busy" e…

service here SUCKS. The guy Brent with the green shirt literally saw me stand in the counter and instead of asking what I needed he just saw me and walked right past me and made himself look "busy"…

The drive-through is a complete joke. Several times I have seen my drink order through the window and waited. The people inside seem to be having a great time Together, But they are not delivering …

I rarely leave reviews, but the level of poor customer service at this Chick-fil-A location deserves to be addressed. An employee named Jemaiah went out of her way to deliver one of the most unprof…

Worst chick fil a I've ever been to in my life! Terrible customer service! Spoke to a manager they said they couldn't do anything about my issue which was crazy to say. Won't be back

By far the worst Chick-fil-A I've been to. I once asked for extra sauce in the drive through and the kid told me I had to drive around the drive through again or come inside for extra sauce!! I o…

Absolutely disgusting service. waited over 45 minutes for me and my family to get turned away! terrible communication and even worst staff! i've never had chick fil a workers like this will be my l…

Drive thru needs some help. When you have 3 people to work drive thru and two employees work one line, the other line gets to sit and wait as they watch the other line work through the cars. How ab…

It's really bad service today at the Sugar Land location. Server didn't include my sauce I was expecting. The sad thing is they weren't busy. The guy that took my order had Team Leader on his name …

did not give me chick fil a sauce made me very angry and yes we did say we wanted chick fil a sauce

Frequently forgets whole entrees when I order 3+ entrees for my family in the drive thru. They were better across the street. Paid $15 for a pamento sandwich meal and d didn't get the fries or san…

This location is always my last resort because of the ridiculous wait time. Simply went for 2 drinks and waited 15ish minutes, the car behind me even got their things first??

These people always mess up my order. I went through the drive thru and they forgot to give me one of my meals. Everytime i even call this place to complain they never answer the phone..

I should have listened to the 2.1-star rating on Yelp! I’ve never experienced such poor service at a Chick-fil-A until visiting this location on Highway 6. ​I arrived at 7:47 AM on a Friday, February 27, 2026 for a pickup order. Despite being the only customer in the restaurant initially, I wasn’t greeted once. Multiple employees made eye contact with me and simply looked away. ​The lack of professionalism was staggering: ​Management: A woman (who I assume was the owner or a high-level manager based on her attire) ignored me entirely to fix herself a drink and chat with staff. ​Disregard: The Assistant Lead literally looked past me to help three kids who walked in well after I did. ​The Wait: I stood there like I was invisible until a young lady—who appeared to just be coming off break—finally asked if I’d been helped. Only then did the Lead bother to ask for my pickup name. ​Chick-fil-A is known for its training and hospitality, but this location is failing miserably. To the management: Do better. Train better. I won’t be back.

Here is your corrected and refined version with an informative, transparent, and firm tone, followed by a brief customer service reflection: ⸻ Over a two-week period, I visited this particular Chick-fil-A location twice, and both experiences reflected consistently poor customer service. On the first occasion, I placed a mobile order but did not realize it was sent to the mall location across the street. When I arrived, I politely asked an employee if I was standing in the correct place for mobile pickup. Instead of responding verbally, she pointed to the sign above her and walked away. I waited for 15 minutes, assuming delays were due to the busy environment. Eventually, another employee approached me, asked for my name, and informed me that my order had been placed at the mall location. This entire delay could have been avoided had the first employee simply communicated clearly. One week later, I returned and used a reward through the app in the drive-thru. Unfortunately, I was assisted by the same employee. She did not greet me, smile, or display basic courtesy. My order was incorrect—I received a medium drink instead of a large, and my condiments were wrong. When I addressed the issue with the runner that gave me my order, her demeanor as well was dismissive. When I asked why my orders are frequently inaccurate at this location, she responded that she did not know because she “didn’t make the food” and walked away. This location would receive one star from me—zero if that were an option. I want to be clear that this is not reflective of all Chick-fil-A locations, as many uphold strong customer service standards. However, this particular restaurant demonstrates a consistent pattern of poor communication, lack of accountability, and unprofessional conduct. Customer service is not simply about preparing food correctly; it is about communication, ownership, and professionalism. Over two weeks, the experience was not isolated—it was consistent. That consistency is the true concern for sure

Be prepared to wait in the drive thru for over 10 minutes for 1 item. Only to watch the mobile order continue to push cars through. I have watched atleast 25 cars go ahead of 3 cars during breakfast. Do better. Let us also order at the drive thru menu and stop sending people out to take our order. It clearly does not speed up the process

I rarely eat fast food, but I trust Chick-fil-A because it’s usually reliable, efficient, and consistent—especially when ordering healthier items. Unfortunately, my experience at Chick-fil-A Sugar Land Town Square was extremely disappointing. The drive-thru was unusually slow, with us waiting over 18 minutes while cars behind us were served first, and I was unimpressed by the lack of professionalism from employees in the drive-thru who appeared distracted, joking around, and flirting instead of focusing on accuracy and efficiency. When we finally received our food, multiple items were incorrect or missing: my 8-count grilled nuggets were completely missing, my girlfriend’s apple vinaigrette dressing was forgotten (making her meal difficult to eat), and her kale crunch salad came with granola instead of almonds, which is incorrect. To make matters worse, the order was also charged incorrectly. I returned to the store through traffic and spoke with the manager, who apologized but still charged me for the missing grilled nuggets despite the error being on their end. I specifically explained the missing dressing and almond issue, yet when I got back to the car, the almonds were still forgotten—even after speaking directly with the manager. I had to go back inside again to finally receive the correct item. The only compensation offered was a brownie, which we do not eat. Because of these repeated mistakes and delays, my girlfriend ended up late to her real estate appointment, and what should have been a quick, dependable meal turned into a frustrating and time-consuming experience. This level of carelessness and unprofessionalism is not what I expect from Chick-fil-A, and I sincerely hope this location improves its training, attention to detail, and customer service standards.

The rudest female manager no wonder this chick fil an only has 3 stars. Imagine waiting in line (this chick fil a is not speedy like others) but accidentally going left to mobile order and they make you sit thru the line and refuse to take your order lol I tried downloading the app in the line to make the best of it and nothing was working. Told me wait through the wrong line then go get back in line instead of any employee just taking initiative and get on a register and take an order. Wont be back. Horrible customer service.

olamide bolarinwa

This thing with the one lane for mobile orders and the other for new orders is confusing for those who haven’t experienced it. Was told order could not be taken in the mobile order lane and to go back around and get in the other lane. Once in the other lane was told to go back around because we didn’t order at the speaker though the worker had the order table which they almost always use to take orders at the vehicle window.It was very inconvenient. Who wants to keep driving around in circles just get their order taken? That was so mean of the workers. When they could have just taken the order on the tablet,like they do in other locations.

Altaf Alvani

Worst Chick-fil-A experience I’ve ever had. I placed an order with my two kids and waited over 30 minutes. During the wait, I went to the counter to ask about the status and was told the order was “on the way.” After waiting another 25 minutes, I went back again and was then told they couldn’t even find the order and could only offer a refund. We were not there for free food—we were there for lunch with kids. Mistakes happen, but the lack of accountability, apology, and basic customer service was unacceptable. Instead of being apologetic, the staff was dismissive and rude. Very disappointing experience. I will not be returning to this Chick-fil-A.

JAVANNA BOUTTE

If you’re looking for a place with great customer service, this is definitely not the place for you. Earlier this year, I visited this location and had one of the worst experiences I’ve ever had at a Chick-fil-A. Apparently, not all lanes are available for placing orders, but the signage is extremely unclear. This was the first time I’ve ever been to a Chick-fil-A where you must enter a specific lane just to order. When I entered the left lane, the employee looked at me and said that because I hadn’t placed an order, I needed to drive all the way back around and get into the “correct” lane. I explained that I have a disability—one that is visibly noticeable—but that didn’t matter. I begged and pleaded explaining I had to take my medication in my food at a specific time but he didn’t seem to care. There was not a single customer in the lane I was already in, so he absolutely could have taken my order, as could the person on the other side. Instead, I was forced to go all the way back around. When I did, both employees laughed, pointed at me, and found humor in the fact that I had to drive back through the line. I then tried to speak with the manager, but the manager refused to talk to me. I even contacted Chick-fil-A customer service, and they said someone would reach out, but it’s been over three months and I still haven’t heard anything. At this point, I feel completely dismissed. I am extremely disappointed, and I will never give this location my business again—especially after seeing how they treat disabled customers. No one deserves to be treated this way.

Jay Bb

This by far has to be the WORST CFA on highway 6. The mobile order is pointless bc there’s always a long line and you spend about 5-10 minutes waiting for your food. I once had to wait at least 15 minutes to get my food brought out to me. I went inside to ask for buffalo sauce and straw since they weren’t placed inside the bag. Four people walked by me and did not acknowledge me. When a young lady finally did, I asked for a straw and buffalo sauce. The young lady proceeded to make a face and point at the straws, then she handed me the buffalo sauce. I’ve never experienced this at any CFA. I will not be coming back to this location. Awful service.

A Cruz

If you’ve ever wondered what it might feel like to order lunch in a correctional facility, this place offers a disturbingly authentic simulation. The ambience was pure prison commissary chic. We are talking cold lighting, sticky floors, unfriendly faces, and a line that moved with the enthusiasm of a tax audit. The highlight of my visit? Kailyani. The employee who managed to be rude, passive, and dismissive all at once. It was an impressive trifecta of apathy. I wasn’t sure if I was ordering a meal or begging for state issued rations. A charmer that one. By the time my food arrived, lukewarm and somehow still unappealing, I found myself nostalgic for airline snacks. If the goal was to make customers question their life choices while waiting for fries and an inaccurate order, mission accomplished. In short: 10 out of 10 for realism if you’re studying institutional dining environments. For everyone else, eat literally anywhere else.

Lakasha Johnson (Lakasha Johnson)

I ordered a 12 count nugget only around 1240. The updated time to be delivered was 12:56-1:15. CFA took so long prepare a 12 count nugget only that the original dasher dropped the order and it was picked up by another dasher. When my food got here it was very cold. Very upset as CFA claims they have the best customer service. Wasted $16 on ice box food

Renee Everett

Worst chick-fil-a experience! The store set up is inefficient and staffed with incompetent employees and management. There is no station for napkins, condiments or sauces so you have to stand back in line for napkins or flatware not delivered with the meal. The store was dirty. On a busy Sat there were only 2 registers open. Fries were cold and stale. We ordered 7 meals and a side kale salad. The cashier missed the kale salad. When our meals were delivered we let them know one of the items was missing and were told we’d have to stand back in line and reorder. We asked to speak with the manager. Only Precious, an assistant manager was on duty. She proceeded to tell us to get in line and order the salad, that there’s nothing she can do. We tried to explain that our meal would be cold by the time we finished in the line to which she replied that the salad was cold so it came that way…. She couldn’t comprehend that our food that had already been delivered would get cold while we waited in line to reorder something missed by their employees on our initial order. Rude. Inefficient. Incompetent.

Janean Partridge

I have tried to give this location 2nd, 3rd, & 4th chances to win me over on continuing to be a customer, but they've missed the mark each time. The most recent time, my order was missing the main entree.... the chicken tenders! How?? How do you forget to include the main meal??? Every single time I've been to this location, they have gotten the order wrong. I mean, if you're aiming for consistency on getting it wrong or missing something, you've scored a perfect score! Congrats.... but I imagine that's not the perfect score this location, it's manager, or owner cares to achieve. It's truly sad they just can't seem to pull it together. I will seriously drive to a Chic-fi-la that's 15 minutes away just to receive the correct order every single time. You can really do better Town Center Chic-fi-La!!!

Eric Haye

I placed a mobile pick up for my food, ate in my car and went to throw my trash away and get a refill. After asking for a refill I was informed that this location doesn’t give refills to anyone that uses the drive thru. I literally have my mobile order and was still told no. Avoid this weird location

Samantha Johnson

Hello, I wanted to share some feedback regarding my recent visits to this location. Unfortunately, it seems like almost every time I come, something is missing from my order. Usually it’s just sauces, which isn’t a huge issue, but tonight an entire entrée was missing. I also tried calling the store but wasn’t able to get an answer. On top of that, all my drink lids were loose, which caused Coke to spill all over my car seat. It feels like there’s a lack of accountability, and it’s becoming a consistent problem—not just here, but at other Sugar Land restaurants as well. I strongly encourage raising wages or improving training to bring in staff who care about the customer experience. I hope these concerns can be addressed, as I really do want to continue coming here.

Randy Flores

Don’t come at lunch time! There is no tables available! The manager likes to sit down to do work during rush hour instead of working in the back or smaller table. Don’t recommend! People standing around waiting for a table to sit.

Nobu, that's me

They have the wrong people working here. Absolutely the worst chick-fil-a in the nation… Good luck with your order here folks. It comes out random. Usually this chain selects and hires dedicated workers. These kids were more interested in listening to music and dancing. Order completely wrong. Drink buttons pushed at random. Buyer beware here