JUSTIN, TEXAS -- For Christmas my brother purchased a Chicken Express Gift Card for me and my Family for $30.00. He first had gone to Chicken Express in Justin, TX. They were very rude to him and said they could not give him a Gift Card, their machine was broken. That was on 12/17/2015. He then went and purchased on at the Highland Village, TX store on 12/17/2015.
On 12/29/2015 I tried to use my gift card in Justin, TX... machine still broken, could not would not accept. I did not have time to argue, went on my way. Yesterday 1/5/2016 tried once again to use my $30.00 gift card. They could not help me - machine still down. I asked to have my money refunded. I said, "Here is my Gift Card - here is the receipt." 2 ladies I spoke to at the drive-thru... none of them would get me a Supervisor. They were very rude, rolled their eyes at me, shut window on me while I was speaking.
I told them this was not right to sell someone a Gift Card then not honor it. This is the only location near where I live. I will not be back, and eventually I plan to go to the HV store and ask for this $$$ back. I tried to turn in a BBB complaint but they are not accredited by the BBB, I understand why. I will continue to try to reach someone at the Corporate Office in Mineral Wells... someone owes me $30.00. Yes in the past this location's chicken is very good, but after this experience I don't plan on going back unless someone from Chicken Express can make this right by me.
I will tell everyone I know of this experience. I even asked the lady who waited on me to take the Gift Card and receipt. I had ordered $31.00 worth of chicken and tea and told her to use it when their machine worked... sorry can't do this. Definitely will never purchase nor tell anyone to get a Gift Card here.
FORT WORTH, TEXAS -- Establishment has posted signs about the use of credit cards, of which I paid no attention because I was paying with a debit card. When I went to pay, I was asked to show ID. They stated they have signs posted, to which I replied that I was paying with debit, not credit.
I eventually showed my ID, which I just happened to have this trip, but was unhappy in being requested to do so. I was also unhappy because the manager refused to identify herself or the owner of the establishment. Upon visiting the corporate website, I discovered that this franchise (Chicken Express) does not take complaints or provide franchise owner information, so I am left with having to call back the same on duty manager with my complaint.
EARLY, TEXAS -- I went inside to order 20-piece chicken tender family meal. 35-40 minutes later, I finally received my order. I was not the only customer who had a long wait time. Others who had ordered after us started to get their food. I had to tell them that I wanted my food now. Watching from across counter these college aged kids looked very disorganized and uninterested in doing the job they were being paid to do.
CORINTH, TEXAS -- I just had the 4 piece combo tender dinner in Corinth TX. At the time I ordered, I requested 2 honey mustards. The young lady informed me that only 1 comes with the dinner and if I wanted another the cost was 0.38 cents. Are you going broke or are you just trying to nickel and dime everyone that comes through the door? I was told by the manager that all Chicken Express is now charging for extra condiments. If this is the Standard Operating Procedure for Chicken Express I just ate there my last time.
CEDAR HILL, TEXAS -- 7/12/2015. Chicken Express in Cedar Hill TX... The drive thru line was quite long, so I went in for a gallon of tea. As long as I had to go in I thought I would ask a simple question..... "Is it possible to purchase a family size okra and have it be half okra and half fried pickles?" The cashier didn't think so. I asked if there was a manager on that shift. "Yes, he is right here", indicating the man near her, with his back to me. He asked her what the issue was. She explained, he told her "No"..... He never turned around to acknowledge me as the customer.
My complaint has nothing to do with the company guidelines and not being able to split the order. My complaint is that the "Manager" did not have the decency to address his customer face to face (although he was a mere 3 feet away). A simple "I am sorry, but our guidelines or policy does not allow us to do that." That simple statement directed to me, his customer would have made all the difference in keeping a customer. I am very disappointed in the service received.
I had hoped to take my complaints to the company or it's corporate office. Since I have been unable to find a place to post or contact them, this issue is being posted here. Although I don't plan to boycott all of the Chicken Express locations.... I don't plan to visit that location.
MUSTANG, OKLAHOMA -- We purchased the 25 piece tenders along with several other items. When we got home we found that there were only 20 pieces in the order. I called the store and was told if we had an issue with the order, we'd have to call the number on the sales receipt. I called the the number, (which goes to voice mail) multiple times over the last five days and no one has answered or returned a call from the messages left. This is simply a scam with no recourse. Will not purchase anything from any of the Chicken Express locations. It's amazing how terrible their customer service is. How do they expect to stay in business when they treat their customers this way?
RESTUARANT, TEXAS -- There are coupons printed on our local grocery store receipts for several different meal options. I always use these. I went in to order a family meal and use the $3 off coupon. The cashier called a young girl who I later found out was the manager and she keyed in a senior discount which was less than coupon. When I asked for full $3 I was told that was the best they could do, there wasn't a button on their register screen for $3. She then told me that the manager I normally saw was gone and the less senior discount was all she would offer me.
When I explained I had used it numerous times, she just said sorry take the senior discount or free side dish which is only $1.59. Basically I was take it or leave it. Food is good but customer service has changed. Young staff and limited knowledge of discounts/coupons that are offered in the community.
CEDAR HILL, TEXAS -- I just visited this store, never going back. Why do you need to write down my information off my driver's license when all you have to do is run the card. I ordered a #20 which had 20 tenders 2 sides and a gallon of tea. I went to pay, the lady with the bright red hair looked at it and asked for my id. I informed her that it's a debit card not a credit card and that there wasn't a need for id. I understand that a credit card requires id over a certain amount.
When I showed her my driver's license she gave me a funny look and said "well the names don't match." "I'm on the bank account with my fiancé, he has the same card with a football on it because we work two different schedules and that's why there are two cards." She argued with me for about fifteen minutes about how she was going to refuse service. I talked to the manager who told her to run it.
Even after he told her that, she wanted to write down all my information because the names didn't match. I told her, she needs to just do as her manager asks but then she wrote down all my information in the back where I could still see her before she came back up to give my card. Never going back, and for all I know she could steal my identity.
AMARILLO, TEXAS -- I used to be a frequent customer of Chicken Express. At lunch yesterday my nephew visited the Chicken Express at I-40 and Grand in Amarillo, TX. He ordered a sweet tea with half and half and discovered he had received an unsweetened tea when he reached his car to leave. He immediately went back into the store (receipt in hand) and very kindly asked for a sweet tea. The lady behind the counter immediately started arguing with him telling him that he had indeed ordered unsweetened tea.
My nephew asked to speak to a manager and the lady then begin yelling at him, calling him a liar and stated that she was the owner. (Found out later she actually is the owner). She argued for at least 5 minutes over a .90 drink. Ask yourself, why would anyone who does not drink unsweetened tea order an unsweetened tea?
Why would anyone wish to waste time during their lunch hour returning something that they really had wanted in the first place? He barely has a half hour for lunch before he has to start driving back to school. Why would he waste his time arguing with this lady over tea? It makes no sense. Does she feel that there is no possible way that she could have made a small mistake and filled his cup with unsweetened tea? Everyone makes mistakes. We are all human. All she had to do was replace his tea with sweet tea. He was so upset to have this lady screaming in his face in front of all the other customers, he ended up spilling his tea and leaving the store empty handed.
One thing you need to understand is that my nephew is a teenage boy. He is 17 years old. I am quite sure that if I had claimed to have received the wrong order, I would have been treated differently. I am a 39 year old business executive who drives a nice car and wears nice clothes. I strongly feel this was discrimination against our younger generation.
I'm sure that Chicken Express is flooded with teenagers when the school lets out for lunch. Some may be loud. Some may act up in the store. Who knows? But this is not the way my nephew acts. He is a well mannered young man that receives straight A's in school. And, although my nephew is young, he is still a person and is still a customer. He deserves to be treated with respect and dignity just as anyone else.
He and his friends visited Chicken Express on a daily basis for lunch. He never intended for such a small problem ( receiving the wrong drink) to turn into something like this. He simply wanted the .90 sweet tea that he had ordered. To be belittled, yelled at, called a liar in front of all the other customers over something like this was not what he intended. This lady is rude, hateful, and obviously sees nothing wrong with yelling and arguing with the same people that pay her paycheck.
She seriously needs to take a customer service training course or at least read a book on the subject. Although she upset him so much, he still had to return to school and try his best to concentrate on his work. He came home from school still upset over this matter.
I attempted unsuccessfully to resolve this matter myself today during lunch. I went to Chicken Express and asked to speak to the owner. Once the owner was done "chain-smoking" at the back of the restaurant (which by the way she didn't even wash her hands afterwards), I explained to her that I was upset with the way she treated my nephew. In turn, she immediately started yelling at me, sticking to her guns that he was the one that made the mistake and that she simply gave him what he ordered.
She also stated that she has the entire incident recorded on tape. I wish she would play this tape. I would love for everyone to see how this grown woman acted over a .90 tea. I asked her if it wouldn't have been much easier to have simply poured him a new drink. I mean isn't the customer whom she is serving?
I have since filed a complaint with the Better Business Bureau and called their corporate office (which turned out to be a husband and wife team who answered their home phone with a simple "hello"). I actually had to ask "Is this Chicken Express?" and was told "Yep". Wow. It seems the professional attitude starts at the top and finds it's way down the chain.
DUNCAN, OKLAHOMA -- I came to visit the Duncan Oklahoma Chicken Express like usual. And there is a short, fat manager there on her phone in the lobby taking her break and I was sitting with my two sons and not trying to, but we overheard her conversation with whom I'm guessing was her husband. She was cursing and being very nasty. Saying things about her employees. Somebody like that should not be in charge over others. This isn't the first time I've heard her say nasty things either. I will never take my kids or my family there ever again. And as I work for a plant I will make sure my friends and coworkers will avoid that restaurant until something is done with her.