Chicken Express Complaint - Chicken Express - Absolutely the WORST Customer Service
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.