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.
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.
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.
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.
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.
STEPHENVILLE, TEXAS -- I drove up around 6:00 on a Friday night and ordered the 8 piece mixed with two sides and a sweet tea. When I got to the window to pay, two high school or college aged kids said they were out of mixed, but had wings. I asked how long and they said 15-20 minutes. I had already paid when they told me this. They said they could substitute tenders (if I had wanted tenders I would have ordered tenders). At this point, I said fine. It is now 6:10 and I am in line and another young girl comes out and ask if I ordered the dark. I said no, and told her my story. She said she was looking for the person with dark, but the mixed should be ready by the time I got to the window.
It is now around 6:14 and another young man comes out with my chicken. I said the young girl told me a few minutes ago that the mixed should be almost done. OK, exact words from Robert, this is a "common problem" at this time. Really. So, I got his name, the young person in charge's name, the manager's name and owners. No numbers can be given out, you have to go online. I decided to call Richie/Rickie, the manager working at this time. Again, exact words, "we had 5 big orders before you and this does happen."
Again, I DO NOT CARE ABOUT ANYONE BUT MY ORDER. I told the manager he should have said "I am sorry for your inconvenience". Period and simple. I do not care that this is a COMMON PROBLEM. But what a novel idea if this is common to adjust your cooking. He (Rickie), said "we do not cook a lot in advance" (continuing the excuses). Hello. Chicken EXPRESS. I did not get my sweet tea. Crappy, crappy service. I will not go back. They may be the only Chicken Express, but not the only game in town that sells chicken. Customer service training might be another idea.
3506 N. MAIN STREET, TEXAS -- On my way home to Hutto from Rockwall, Tx, (250-Mile drive) today, 7/6/2013, I took the Loop around Temple, Tx to Hwy 95 to Taylor which is 8 miles from Hutto where I live. It was around 3:30 pm and I was tired and did not want to cook when I got home so I drove a little past the loop around downtown Taylor and saw a Chicken Express. Hooray... No cooking when I get home! I whipped in, went inside and ordered a 3 pc combo. Went back to the loop to 79, arrived home in Hutto, unloaded the car and was anxious to dine on still hot fried chicken.
First bite was chewed and swallowed with a noticeable burned taste… not from burned chicken, but from the taste of the oil. The chicken was so heavily saturated with oil that it coated my lips and teeth as though they had been coated with lard. The grease hit my stomach and it was not pleasant. I was no longer hungry but mad as you know what when I examined the chicken and noticed it was saturated in glistening grease. I pulled it apart and it was just dripping grease.
I'm 65-yrs old and I know that the oil has been reused to the point that it is saturated in chicken fat from each previously cooked batch. A heart attack waiting to happen for a person my age. Well, the trash was waiting for this one for it was not even suitable for the dog. Close to $9 down the drain.
I called Chicken Express and spoke with the manager/owner of the franchise who insisted they changed their oil regularly. I said "Obviously your cooking staff is not aware of this rule, nor are they following it". She said I could drive back over for another order. "As if..." I refused and decided to write a review.
I wonder if their "take-out” orders get the "over-used oil" orders and the sit down customers get the chicken cooked in fresh oil so they don't go to the counter to complain. Or, maybe the customers in Taylor, TX are accustomed to their chicken being fried in over-used oil. If you are hungry and driving through Taylor, TX, Chicken Express is not recommended. Go to the next town for chicken or try another eating place. I had to cook tonight. :-(
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.