Chick-fil-A

Went here for the first time because we found out they have gluten free buns (which they didn’t have a few years ago when we stopped at another location). They asked if it was preference or allergy and although I need to eat gluten-free for a condition, it’s not an “allergy” and cross contamination isn’t an issue in my case, so I replied it was a preference. Got our food and noticed the cello bag around the bun wasn’t warm. I opened it up and it was not only cold, it was dry and stale. Gluten free bread is not usually great, but if you warm it a little it can make it edible, although this bun was hard and leathery. I went to the counter and they refused to warm my bun stating it was policy because of food safety issues, even with a new unopened cello package. Really? A different girl later came to our table and asked if our food was okay and my husband said no, and explained why - we paid $30 for 2 meals and they can’t even provide an edible bun? Someone we assumed was a manager came to the table after this and offered us a free brownie for the trouble. Cool. She’s offering a wheat-filled brownie to someone with a non-celiac autoimmune disease who isn’t supposed to eat gluten. We refused and left. The next day I sent a message via online form trying to explain what happened. The form didn’t allow enough characters to explain what actually happened but I submitted it anyway assuming they’d get back to me about my concern. Nope. Got a generated response saying they will address the issue to make dining there a better experience. Really? I wasn’t even able to explain what happened. There was a link at the bottom where I could rate their response. I gave them bad marks all the way down. An hour or two later they sent me an email thanking them for the compliment. (They’re really on the ball). I responded with another email that obviously they really could care less because they never even bothered to find out exactly what happened with the nasty bun experience. No worries. I got the same auto-generated response I got after sending the first message to them. What a garbage way to deal with customers who have a very simple request. Obviously, they feel like people with dietary needs aren’t worth providing quality food. It was a freaking BUN. All I wanted was for it to be slightly warmed so it didn’t have the texture of particle board. A total joke and the first and last time I’ll ever set food in that place.