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It is no surprise that the Chick-Fil-A app/reward program is superior to other fast food apps/reward programs since their food and service are superior to begin with. Really and truly the original Chick-Fil-A app/rewards was pretty good, but this new updated version sets itself even further ahead of any other fast food app I have used (and I have tried/use several others). Ordering and paying could not be easier from choosing a location, items from the menu (meals or individual items), choosing sauces, adding special instructions, changing payments, and submitting the order. The app even tracks your location (when enabled) to send the order when you’ve arrived (or close to arriving if you choose) for the freshest meal possible. Every time I use the app to order (now about 95% of the time I go) my meal is ready upon my arrival (and everything is completely correct!). I can’t say enough how superior this app is to other fast food restaurant apps out there; yet again Chick-Fil-A proves they are unparalleled when it comes to fast food chains.
Chick-Fil-A recently had a pop up asking me if I wanted to update the app. Because I love Chick-fil-A, I of course agreed. Boy, was I disappointed. The biggest difference is that now your food is not even prepared until you are relatively close (perhaps half a mile away). Our Chick-fil-A is not for the faint of heart. It is always slammed and I expect to have a wait time, I plan on it. That is why I order through the app. I even intend to do you prepare to wait when I order through the app, but to wait for 12 to 15 minutes after I have ordered through the app seems ridiculous. I should just get in the regular drive-through line or wait in the regular line inside. Now I understand that the reason this change was made was probably because somebody drove to the wrong location or complained because their food was not hot since it might have been prepared to soon before they arrived. All of this makes sense to me. However, if commonsense is applied and the app can predict the amount of time it will take to prepare your food given their current business, just like Starbucks typically does, one would think there would be a scientific formula for how long you would need to wait. Yes, overall I am still appreciative of the delicious food and the gracious service but I would like to see the app return to its previous state where I can simply walk in and my food is ready to go.
The CFA app has been having issues for the last 2 months according to management at our local CFA. I experienced problems redeeming points I have earned the last 3 visits. I have called their corporate office twice and emailed them once and still no resolution. When I try to place a drive thru mobile order or dine in mobile order I used my earned points to order free food. When I am in the restaurant the points and free treats disappear off the order for awhile causing me to have to pay for the food I have ordered. Later the treats reappear in my app in the rewards section, my points for them are gone, but I was unable to use those rewards I have earned while placing the order. The corporate office has not acknowledged there is an issue with their app even though our local CFA told us many of their customers, as well as other customers nationwide, are experiencing this same problem. I asked the corporate office when should I expect a response back from the CFA tech support team and both times I have been told, “I should just wait until I felt it had been a reasonable amount of time and if I had not heard from them to go ahead and call them back.” That is not great customer service. An email or call back within 48-72 hours would be reasonable. I have been highly disappointed in CFA corporate and their lack of constructive help for a known app issue.
One star! The old app allowed you to stack multiple Chick Fil A gift cards but the new one does not. My local grocery only sells Chick Fil A cards in multiples of $10. I buy them there for fuel rewards. $10 doesn’t feed my family. Additionally the new app won’t let you place an additional order for food if you forgot something. You must pick up your first order before the app allows you to place another. This means going in and standing in line to place an order for the additional item. This wastes a lot of time! Some rewards won’t let you redeem two in the same order so this reduced functionality forces you to complete the first order to be able to redeem your treat reward in a second order. One more thing... old app remembered the previous Chick-Fil-A login email and the new one does not. I buy multiple cow calendars and now it’s more work to log out of one account to redeem the monthly treat and then log into another at the same Chick Fil A visit usually. For example we will use my account for my calendar treat and then my son’s account for his calendar treat of the month. Old app remembered the previous email address to save time typing it in but new one makes you delete it and type it all out. Inefficient! Your developers should be ashamed of themselves for butchering the app! Please bring back the original superior app!
As a Team Member, I feel obligated to express some of the thoughts guests express to me about the app, because we run into a lot of problems with it at my CFA. Rewards are too hard to get to and slow down the flow of ordering. Why is the most important option of Rewards (Redeeming in store) the last page? I often have a hard time telling guests how to get to that page and have to just point at their phone. That's weird. We should be able to explain to guest how to get to this page in simple phrases, like click the button in the top right hand corner. Not click the present (you have to say present because the font that says "Rewards" is to small to read) Then swipe over in the top 1/3 of the screen twice. Thats weird, and we often say like "sorry our app is a little weird" to guests to make them to feel like its their fault. Overall, there's a lot of messy parts. Guests also try to scan to pay and don't know they didn't hook up money, and this is just because the font on button is just way to small. In Florida, about 50% is 50+, and you we cant depend on them being able to read the very small text so we just say tap the 1st or 2nd button, but it would be much easier if everything was just readable. I hope these thoughts help in improving the app. :)
Welcome to the Chick-fil-A® app. Earn points, redeem available rewards of your choice and
reach new tiers with increasing benefits.
1. Mobile ordering – Place your order through your phone, choose your preferred pick-up method, and let us know when you arrive.
2. Earn points – Earn points with every purchase by scanning your QR code, paying with Chick-fil-A One™, or placing mobile orders at Chick-fil-A.
3. Redeem rewards – Use your points to redeem available food rewards of your choice.
4. Customized menu – We’ll remember what you like and – even better – how you like it.