Chicken Express

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1.5 out of 5, based on 20 ratings and
23 reviews & complaints.

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Chicken Express - Absolutely the WORST Customer Service
By -

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.

     
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This Location Is a Blight on Mustang and Chicken Express
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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?

     
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Would not honor full value of coupon, said computer doesn't have button
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Rating: 2/51

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.

     
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Information Theft
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Rating: 1/51

CEDAR HILL, TEXAS -- I just visited this store, never going back. Why do you need to write down my information off my drivers 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.

     
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Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

     
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Cooking Oil Over Used & Saturated in Chicken Fat
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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. :-(

     
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Very Disappointed With the Manager at This Location!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

     
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Horrible and Disgusting
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

     
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Incomplete Orders, Rude, Unfriendly and Unprofessional Workers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BEAUMONT, TEXAS -- My daughter Ashley, 16 years old, went to Chicken Express drive through on Hwy 105 in Beaumont Texas. She was treated rudely and unprofessionally with the woman at the drive through window named Qyndasha. She ordered the 30 piece chicken tenders with 3 sides and a gallon of sweet tea. She asked for butter and seasoning. She was told that it's in the bag, when in fact there's none when she got home.

She waited for at least 5-7 minutes and Qyndasha asked her why she was still there, what is she waiting for and my daughter said she's waiting for her gallon of sweet tea. Qyndasha almost threw that gallon of tea at my daughter; she was very rude, unfriendly and unprofessional. The reason why we seldom go to Chicken Express, is because of the constant problems with incomplete orders; very rude, unfriendly and unprofessional workers. The corporate people needs to do do something about these. This incident happened Feb. 14, 2015 around 6:00 pm. Thanks.

     
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Fish Fried So Hard Couldn't Taste It and Was Burned
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLYDE, TEXAS -- Have eaten at several locations of your business and was very good and customer service was excellent. We have been to the one in Clyde three times, service is horrible, each time we go have had to wait at least 15 minutes. Went tonight and ordered two fish dinners and it was fried so hard couldn't taste the fish and had to wait at least 15 to 20 minutes. Will not return to the one in Clyde. We, along with a lot of friends in our are so happy to see you come to our area but the food is so bad it can't be enjoyed. We have also ordered the chicken and it taste as if it was fried in old oil.

     
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