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Customer Service
Posted by Jan2006 on 07/10/2006
GARALND, TEXAS -- I decided I would go to Church's Fried Chicken on Broadway Blvd. yesterday after church. It is store number #1564.When I pulled into the drive thru and was waiting to order after about 5 minutes of sitting there this lady asked if she could take my order. In the middle of ordering she asked me to hold on. I said okay. So I sat there for about 5 minutes and in the meantime another car pulled in behind me.

I sat there about another 5 minutes (I didn't want to go anywhere else because my family wanted chicken for lunch. The lady behind me screamed to me, "Is the drive thru working?", so I answered yes, she told me to hold on a minute. So the lady answered well, that sure is a long minute!

So, I decided to say something to the order microphone. I said, "hello"! The lady came back on and said "Just a minute, We are short handed today"! So I said okay ma'am. Finally after about 15 minutes sitting at the drive thru she took my order and I pulled up to the window. When I pulled up, the lady looked at me and said, "wait a minute, I've got to fix this lady's order". I didn't know if she had put my order in wrong or someone else's order in wrong. Then she said pull up and I will bring your order out to you. I said okay, so I pulled up and turned my vehicle around facing the building. I looked at the ticket and she had placed my order wrong. (order # 286134). I had asked for the mixed special with just potatoes. She put in all dark meat as my order. I decided since it was taking so much time, and I was very hungry and my family was waiting that I would just take that and go hopefully. As I sat there, 3 or four cars came and went with their orders filled, and 2 people had gone through the window with their orders filled. By then, I had had enough. So I went to the window after waiting behind two more people and asked for my money back. The cashier at the window, who's name was Phillip, asked me if there was a problem.

So I said yes, and pointed to the lady I didn't get her name), who looked like she had eaten my chicken, and said she told me to pull up and she would bring my order out. I had been there 45 minutes by then. Phillip looked at the woman, and asked her what the problem was, and she said Oh, I just forgot about her! By then, I was very upset. To think I had sat out there, and to boot, she had totally forgotten about me! Church's Fried Chicken just lost a good customer. Phillip who was a very nice young man, showed me where he had subtracted my order out of the system, because I had paid with my debit card. It is midday and I am still waiting to see if my account shows where they refunded my money. It has not been put back in my account yet. We love chicken, but I know one thing, Church's will not be getting my hard earned money anymore!
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Posted by Doc J on 2006-07-10:
Don't let one bad employee ruin you on cheap chicken at Church's. I hope "Phillip" had some clout. It would have been better to find a member of management. BTW: Did you eat the "wrong" order? You got your money back...that was nice.
Posted by gazelem67 on 2006-07-10:
Even better than finding a member of management, I'd contact Church's corporate office. I know that when I used to work at Subway, our managers and owners HATED to get complaints sent down by corporate.

Regardless, you might (and should) get some sort of "I'm sorry" coupon from them for it. In fact, you may consider demanding it, given the poor customer service you had.
Posted by jan2006 on 2006-07-10:
Yes, I'm going to call corporate. In fact, when I was looking to see if there was a complaint department for Church's, this site came up. At least it made me feel better to be able to vent about the bad customer service I received. As far as Doc J's comment, I thought it was rude.
Three people working in a chicken house, you are not going to find the "manager". As far as cheap chicken, you go to any "restaurant" or "fast food" joint and I don't think you are going to find "pricey" chicken. I never received my order in the first place so how could I have eaten the wrong order? Yes, the "ticket" showed where she had put in the wrong order,and I was even willing to overlook that fact. I would have been happy with the wrong order therefore; I would not have been asking for my money back and at least my family would have had lunch at a decent hour!
Posted by Anonymous on 2006-07-10:
Find another Church's to goto after church that was nice of Philip give 'em another chance, though pay with cash and ask for that reciept.
Posted by Doc J on 2006-07-10:
There's always SOMEBODY in charge. Pardon the pun but even three workers in a "chicken house" have a pecking order. Sorry I didn't give you the solicitous answer you were pining for and "cheap chicken" doesn't refer to the price. You got crummy service and patiently sat and waited 45 minutes waiting for it. Commenting on that would be rude.
Posted by Anonymous on 2006-07-11:
Don't you just hate it when someone wet behind the ears messes up your favorite place? I hate that with a passion!. Who do they think they are? Do they all come from the same mold? My employees would be fired in in a minute! I only visited churches chicken twice(none in town) and found it an OK place to eat.
Posted by cockroach on 2009-04-13:
Posted by spark911 on 2010-06-29:
I think we must think about the kind of people that are working at fast food places and there locations. The pay is 7.30 and some of them don't come from the subs....i think we need to be a lttle more patient..dot be so quick to call the 800 number to get them fired...the chicken is cheap...cheap...and you do have another option...stay home and cook.
Posted by jktshff1 on 2010-06-29:
cockroach, one of the nice things where I live is that I can open carry my weapon. Keeps 'em away.
Posted by PepperElf on 2010-06-29:
wait, you're blaming the staff because someone begged from you?

what did you want them to do, beat him up with a stick to keep him out?

Posted by chickenboy on 2011-05-23:
I totally understand your frustration I hope that you were taken care of, however I there was one comment that was kind of immature on your behalf, and that was you saying that the employee looked like she ate your chicken. Come on now, its okay to be upset but to ridicual someone on there weight cause of where they work?? Chill out...
Posted by jen on 2012-06-04:
i am a night manager at a churches chicken...and while i understand totally why you are upset...i'll let you in on a few things..for one i know what it is like to be short handed..that is how my store is ran all the time. is the owners decision to have only 3 people doing the work of 6. it is very stessful and frustrating. in my experience it is very stressful to make a drive thru customer wait to order. but when you are doing multiple oreder..drive thru and counter you have to take who was there first...no matter how long it takes. and while you don't need a college degree to work fast food, i'll have you and anyone else who thinks different know that fast food workers are not bottom of the barrel peopple..that is such a nasty steryotype,and i for one resent it. i am a hard working mother of two. and fast food is not an easy job. i am not excusing her of forgetting you. but i do know how it can get..i have been doing churches for 7 years and if it gets hectic and backed up , i would not be shocked if the same thig happend to me. and it's unfortunate you happen to be that customer. but why allow this one bad time to stop you from ever enjoying churchs chicken again?? be it that location or another?? and on a side note...you said you were coming from church?? hasn't serving our lord and allowing him to live in you tought you to rise above?? and i'm talking about your little insulting comment you made about how she looked like she ate your chicken. what a childish immature thing to say... a little un christ like if you ask me.
Posted by johnny thompson on 2013-06-02:
i was told that i would be a hour and a half for spicey chicken and they were cositrating on origenal chicken chicken only, and was on a saturday on 06-01-2013 at 7
Posted by maria howell on 2013-08-20:
What time do you open regularly on Sunday I went at 11 and the store was close the cooker was outside waiting and I was ordering 300 piecs for a church and I'm a regular costumer and every time i go there the manger is always on his phone or smoking the store is always dirty and I heard a conversation between Workers saying that his father used to work thereand that he quite and he is still he is still had his father on pay roll and he takes money from the sage box. Store address is 115 plantation lake jackson tx 77566
Posted by Ricky on 2014-01-02:
Everytime I go to Churchs I had to wait 15 mins for fried chicken whats the problem
Posted by Donna Massey on 2014-01-11:
The coupon said two can dine for $5.00 ea. She said only one can dine. For that price. I wanted the 5.piece chicken tenders. Two times which would have come to $10.00 plus tax.. She would not honor my coupon. I told her I would send complait in. Their reply was go ahead. I dont want her job. I just wanted my coupon honored.Churches Chicken in Okc Ok. 6.30 pm. Please if they cant honor coupons dont put them in the paper. Your only wasting my time.
Posted by Ric on 2014-01-12:
The Texas Health Department need to close
the one on 11910 Perrin Beitel, San Antonio,Texas. This place sould not be at
any Services anyone. very dirty, food not cook,
floors very dirty cooking area and eating area,
the front was open, than close, than open
all within 10 min. I paid for my food at the
window for a total of $ 9.94 got 06 back
with no return ticket, went inside after me
knocking on the door for them to open the
door I got my ticket wait for my order 20min
or more. got home and the chicken was
not cook, and notice the ticket had a female
name on the ticket (Nina ) 1/12/2014 3:55:08
your manger was working clean the floor
were foods was being cook. he got little
from two young man maybe 16or17 these
boys walkin I have no idea if they clean there
hands they tried to make fried chicken
with glove this was dirty.

This Store Need to be Close !! or Change
new mangement and new Employees
clean up your act: DO NOT SALE FOOD

Posted by Adrean Bryant-Hooper on 2014-02-25:
I called them in December and put in a change of address for my W2's and called them again about 2 weeks ago and still haven't received them.
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Rude Employees
Posted by Marple on 12/12/2008
ORANGE, TEXAS -- This afternoon my husband stopped at Church's Fried Chicken to order some chicken for supper. He doesn't like to go to Church's but that is the only fried chicken restaurant in our small town. He was treated so badly as usual. The employees have this don't care attitude. Others that have gone there have reported to us the same thing, saying that they (the employees) just don't care if you order or not, or if you get what you ordered. Church's won't be getting any more of our business. We will look for a grocery store that sells fried chicken, and the employees are very friendly.

Also the chicken is fried just a bit too long, it is not a golden brown, but a bit dark.
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Posted by Justusryan on 2008-12-12:
Church's= Best chicken ever, though I do agree the employee's seem ruder than the average bear.
Posted by Anonymous on 2008-12-13:
Orange, TX. Great town, great people.... except the one's at Churches. lol! Maybe they reside in LA.
Posted by Phillip Nelson on 2012-08-11:
this store will be in trouble if they don't put customer service first.
Posted by HughesXpress2004 on 2013-06-02:
perhaps it is the church's chicken stores in these southern states where all these bad experiences are taking place, because it is not like that in other stores out west. I think all the owners of these southern franchises are promoting racism and discrimination against blacks, for some apparent reason or another.
Posted by Monica Lewis on 2013-11-29:
They lady @ check out the stated she supervisor was very rude and did not honor coupon that I had found, she argued @ me, no name tag, clothes duty, store#10184 in St. Charles, No. and just fronting me in front of other customers! Very unpleasant trip today although I am a regular customer. Store#
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Never Go To Church's At Night!
Posted by Naomitx24 on 09/25/2008
GRAND PRAIRIE, TEXAS -- My husband and I went to the Church's Chicken on Carrier and Jefferson and got there about 15 minutes before they were closing. We were cutting it close, but all we ordered were two of the double chicken sandwiches to go so we figured no big deal. We pulled up to the speaker, and they took our order, no problem.

Then, we drove around and paid for our food. The lady at the window left to get us change. We waited. And waited. And waited. About 10 minutes had gone by when we started to wonder if anyone was coming back to the window. Then, we saw an employee come to the back and start bagging up our sandwiches, so we are thinking that we're finally getting served. No, she was bagging up "extra" food, and LEFT THE STORE with the sandwiches we just paid for.

Then, they turned off all the outside lights, as we're still sitting out there with no food and no change. My husband gets out and knocks on the drive through window. The employees actually look at us, turn their backs, and continue going about cleaning the store as if we aren't there. This infuriates him, and he starts honking the horn.

Finally, another 10 minutes later, and the manager comes over to inform us that they are closed and we need to leave. He tells her that we just ordered two sandwiches, they took our money, we watched her employee LEAVE with our food, and we want our money back, NOW. She actually starts to argue with us that she never saw us come through and order anything, and we went back and forth with her arguing that she needed to give us ten dollars that we gave one of her employees for our food.

Finally the person that actually took our change came to the window and told the manager that she did in fact take our money and then forgot to put our order in. How do you forget to put an order in for the only customer at the place?? They tried to apologize and give us coupons, but we promptly informed them there was no need, because we were never going back to that store again. We did call into the corporate office and made a formal complaint as to the way we were treated, and they sent us gift cards but we just threw them away.
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Posted by Anonymous on 2008-09-25:
I only go to Churches on Sunday
Posted by Anonymous on 2008-09-25:
Churches chicken tastes like cardboard and is waaaaayyy to greasy.I hate it about as much as I hate comcast cable.

wow! nice employees and manager
Posted by Anonymous on 2008-09-25:
TW, Comcast must be doing a better job now, you don't call them Comcrap anymore, LOL.
Posted by Anonymous on 2008-09-25:
Comcrap,Comcrud,Comcast,its all the same POS cable company.

Posted by Anonymous on 2008-09-25:
Bad experience? Yes
Did the employee fess up to their mistake? Yes
Did Church's try to compensate you for the mistake and poor treatment? Yes

So, over one poor experience you determine that you will never eat at Church's again and threw out the coupons? I bet you will go back once you're done having a tantrum and realize that it was just a mistake.

Posted by ringostar on 2008-09-25:
I agree with justcuz, one bad experience ok but they did handle the situation. Besides why are you complaining if the solution wasn't good enough???
Posted by naomitx24 on 2008-09-25:
they did try to handle the situation but this was the "last straw" experience that put a bad taste in my mouth with that particular church's. they have a history of rude service, bad food, and taking forever. at this point no amount of coupons would have made me want to keep eating there. this actually happened a couple of months ago and trust me, i really won't ever eat there again. it wasn't so much a tantrum as a heads up to anyone wanting to go to that location.
Posted by jktshff1 on 2008-09-25:
I have to agree with just in this particular instance, the employee deserves kudo's for admitting the mistake and Churches for trying to do the right thing.
Posted by Anonymous on 2008-09-25:
they gave you a coupon that would be enough for me.
Posted by Starlord on 2008-09-27:
As an old R&B number admirably done by Dan Ayckroyd on the BLues Brothers album 'Briefcase Full of Blues.' says, what you want? Rrrrrrrrrrrrrrubber biscuit?
Posted by Anonymous on 2009-09-27:
Naomix, I feel if a company gives you bad service and you continue to frequent their place of business, you have no right to complain.
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I Was Discounted and Cheated Which Made Me Feel Like a Thief.
Posted by Phaun2u on 01/11/2014
COLUMBUS, OHIO -- Visiting Church's Chicken on Main Street close to downtown Columbus, Ohio makes me feel like I'm collecting evidence to write a horror book. I don't visit often, but when I do I feel as if I am adding information to my book.

This time, I ordered a 9 pc special. (just chicken) I was told it comes with 3 white PCS and the rest dark. I asked for 3 wings and the rest legs. I wasn't told I would be waiting 7 minutes for my order, someone put the chicken on the wrong timer. when I got home I had 2 breast, 1 wing, and 6 legs. we started eating, put the hot sauce all over my breast. first I tasted the hot sauce as I continue to eat my mouth was filled with a burnt taste. I turned on the big light and looked at the chicken it was burnt. by then 4 PCS was ate by my family.

I called and person whom answered the phone did not introduce themselves. I told her my dilemma, she said bring the chicken back. I stated I was not coming back tonight, she said if you do make sure you have a receipt. what happened to "I apologize" she made me feel as if I stole some burnt chicken and that it was my fault. I was inconvenienced, we could not eat the chicken, and I really do not understand why this location is still open. the people whom are called managers has poor skills, slow, it is ok to be slow if your getting the orders right. the rating for the service was hard because I could not find what comes before the star. They do not deserve 1 star.
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Posted by FoDaddy19 on 2014-01-11:
It seems like she was willing to correct the mistake, and obviously a receipt would be required. An "I'm sorry" would've been nice, but it does sound like they were going to try to make it right, so I can't fault them for that.

The slow service and getting the order wrong were mistakes. It's always a good idea to check your yourself before leaving.
Posted by Cwazychicken on 2014-01-12:
well if it was as burnt as you said, then i would guess that nobody would be able to eat it. If people ate the chicken and you can't return it, then they will assume it was edible enough...So if you dont have the chicken to return, i can see why they wont refund you. Places are more picky about this more because of scammers scamming them out.
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Church's Chicken Long Waits & Bad Service on Tuesday's
Posted by Clydeogray5118 on 12/19/2013
I was told there was a15 minute wait on chicken. After 25 minutes I was still waiting on my order. After pointing out this fact to the employees they got a attitude like so what . The female manager showed no concern about I was saying, but as I was leaving I seen that same manager taking two boxes of chicken out to her families car.
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Dirty Filthy Establishment
Posted by Teegee0421 on 10/10/2013
NEW BOSTON, TEXAS -- Firstly, the staff portrayed a large amount of incompetence and a bad attitude towards customers. No one attended to me for about ten minutes, and when the food service worker finally showed up, she showed a severe lack of interest. She had to take my order three times, but even so, she still presented me the wrong food!

Secondly, the service was very slow & poor. I ordered tender strips and this dork gave me 2 thighs and 1 leg. I asked her the if she understood my order and she still messed it up. What made matters worse was that after waiting for so long, the food service brought the wrong food and she had to take it back, she became loud and angry. I stood my ground and let her know she will not talk to me without respect. The female is the rude one who wears loud ruby red lipstick and a jewel between her eyes. I called back to speak to the manager who is a female name (Alexis) and she was very unconcerned about this issue and showed no interest in what I was reporting to her about the incident. I decided to take matter in my own hands and report it.

Thirdly, the food itself was of very poor quality. It was quite cold and tasteless. Immediately I reached home, I suffered from very bad diarrhea which lasted for two days.

All these things considered, I feel I need to be compensated. In addition, I demand that you improve the service at particular churches chicken restaurant or improve the quality of the food, as the service being offered is hazardous to the health of your customers. I have notified the local health department, therefore I will be reporting it to the authorities myself.
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Posted by Joshua on 2013-10-11:
I'm sorry, but when you resort to calling the employees names like "dork", all credibility goes out the window. You demand respect, but it seems like you don't show much yourself.
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Got Hurt by a Rude Employee When She Opened the Door Inside the Restaurant
Posted by Onestopjesp69 on 09/07/2013
MORENO VALLEY, CALIFORNIA -- On September 05, 2013, I went inside the Church's chicken in Moreno Valley at about 6:14pm. I ordered my chicken, the cashier said the wait time was 15 minutes. for the chicken.

I went to the rest room. When I was coming out, the rude employee opened the kitchen door hard and hurt me on my left arm. She said I'm sorry, I left for home.

I woke up in the morning with pain in my arm . I been calling the restaurant to report this incident with no answer. September 6, 2013 and my arm is swollen and I don't have medical insurance.
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Posted by cmthru on 2013-09-07:
You should have reported the incident immediately. As I see it your only recourse is small claims court to recover medical expenses. But this is 2 days later. I would not bother anymore.
Posted by John Nicholson on 2013-09-07:
This is why every responsible adult needs to have health insurance. But, I suspect you will survive and not be able to receive the compensation you think you so richly deserve from this big, terrible corporation.
Posted by Chaparrita on 2013-09-08:
I don't see how the employee was rude. She did apologize. I doubt you'll see any kind of compensation for this. It was an accident and you didn't report it before you left the premises.
Posted by BigAl on 2013-09-08:
How was this employee rude to you?
Posted by clutzycook on 2013-09-08:
How was the employee rude? She apologized, it was an accident. I know you didn't think it would cause an injury, but I'm going to echo that you should have reported it immediately.
Posted by Josh on 2013-09-13:
To repeat what others have said, the employee was not rude. I've accidentally opened a door into someone before because I don't have the ability to see through doors. I've always apologized, like the employee did. It was an accident, not an act of rudeness.
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Food Was Gross, but Service Was Great!
Posted by JAKFK on 08/28/2013
FARMINGTON, NEW MEXICO -- Today for lunch, I decided to drive-thru Church's Chicken, since it was close to another appointment I had scheduled. I return to work with my lunch, and after opening the bag, the lettuce on my chicken sandwich had a brownish tint to it, and the mayo tasted rancid. I also ordered a 5-piece boneless honey BBQ, but wasn't given any napkins or even a fork to eat it with. I scrounged around the employee break room back at work, and eventually found a fork. The boneless chicken tasted great!

So, for those of you keeping score, we have great tasting boneless chicken vs. brown lettuce, rancid mayo, no napkins, and no fork. The scales seemed to be tipping in favor of an all out verbal assault or irate online review. However, there was something during my visit that trumped these miscues. And that was good ol' fashioned customer service with a smile. From the time I ordered, to the time I pulled away and into the street. They greeted as friendly as one possibly could, just short of coming outside and hugging me. The food was served promptly, and I saw nothing but smiles on the faces of the drive thru workers and a sincere thank you as they handed the food out the window.

If I was on the Undercover Boss show, I would've definitely rewarded that crew for their excellent customer service. Even though the order was less than satisfactory, the great attitude they displayed will have me coming back to give them a second chance.
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Posted by John Nicholson on 2013-08-28:
Nice to see you are so happy with the smiles whilst they provide bad food. Sort of like having a smiling, happy surgeon who never graduated from medical school and cuts off the wrong leg---but he did so with a smile on his face!
Posted by Wally on 2013-08-28:
I'm not a fan of church's chicken. Go there time to time but I do love good customer service.

Good review, J4A
Posted by DebtorBasher on 2013-08-28:
*Waving to JAKFK*
I never cared for Chruch's Chicken...but, it's always nice to have a happy staff wait on you.

Speaking of BBQ....where IS JKT???
Posted by JAKFK on 2013-08-28:
John Nicholson> Good perspective and analogy. But my point was that I place a higher value on service than the product. If a server at Applebee's or Outback is cheery and helpful, then I can look past an entree being missed or brought out a few minutes late. Or I can forgive cold fries and such. The great customer service makes it tolerable.

But on the flip side of the coin, you can serve me the world's greatest tasting food, but if the server has a poor attitude, never smiles, doesn't refill drinks, etc...then I'll never go back.
Posted by tammy on 2014-03-17:
I had friendly service, and was waitied on quickly. but after I had got home and opened the box of chicken , it looked dark and oily , I tasted the chicken before serviing it and it tasted like old grease! this isn't the first time , so I took it back and they told me its because they don't use oil any more , and told me that they had been getting a lot of complaints. I wish they would fix this problem because our family used to love churches chicken.
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Rude Employees Bad Service
Posted by 1hotmex on 08/09/2013
TEMPLE, TEXAS -- I went to Church's at about 6:10 p.m. CST. I walk in and there were about
4 to 5 customers in line in front of me and about 4 or 5 cars in drive up window. The employee at the window told the person at drive up window that they were out chicken and they drove off mad as hell. I ask him how long before the chicken is ready. No answer. I ask again thinking he didn't hear me still no answer. So I ask again a little louder still no answer just a blank stare from dumb and dumber. Some of the customer in front of me didn't get any answer either and walk out just like I did. I been a Church's customer for over 50yrs. and never been treated as bad as I have been today.

If this is the type of operations your going to run then you might as well declare chapter 13 and close the whole chain down before you drown in your own dirty grease.
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Posted by olie on 2013-08-09:
Here's the thing: Chicken takes a long time to properly cook. You don't want to get your chicken in 2 minutes, only to find that it's still raw inside. You know, pink meat, pink or red "juices" when you bite inside.

Sounds like this place was swamped at an unusual time. While customers would like to drive up and order 2 buckets at a time, it's unlikely to happen. Chicken, in addition to taking time to cook properly, is expensive to trash after 10 minutes under the lamps.

If you really want chicken, you have a couple of options. Call ahead and order what you want. Or...Try a local chicken place.

I know that our local chicken place(independently owned)is worth the wait! So do others in my city.
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Place Was Dirty And They Had No Chicken Ready
Posted by Corpuslillie54 on 08/05/2013
KIRBY, TEXAS -- We went to get chicken for dinner and they had no chicken ready, they were out of chicken. The girl said they had to do the drive thru first and my wait was 30 minutes. We went to another one on Rittiman Road in San Antonio, TX, the the same thing happened they were out of CHICKEN, we had to wait 15 minutes. I was very disappointed with Churchs. That will be the last time will go there.

Also they were out of sodas. Can you imagine that.
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Posted by olie on 2013-08-05:
Fried chicken takes some time to cook thoroughly. In our area, chicken places often get slammed at times that might not be predictable.

Right before Packer games--have a lot of chicken ready. After church on Sunday--have a lot of chicken ready.

This evening at 5:00--not predictable.

Are you able to call in ahead of time, so that your order would be ready when you arrive? That might be an option.
Posted by JoeKay on 2013-08-06:
I'd rather wait a few minutes (I waited 10 minutes yesterday) for Church's then get the diddly little pieces they give ya at KFC, slathered in MSG no less, consisting of skin and bones for way more. 10 pc leg and thigh plus a large side for $9 and its great, even reheated (meaning the oil was fresh). No I don't work at Church's but I do count pennies. Try the Church's in Roseville, MI. It'd be worth the ride.
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