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.
CORINTH, TEXAS -- This location is closest to me but the worst I've ever been too. I cringe when my family asks for CE now because of how many bad experiences I've had here. On one visit they said 5-7 minutes on chicken so I paid and waited... and waited...AND WAITED 38 MINUTES! Next visit, chicken was undercooked (after I had waited 12 minutes). Called manager, said she would replace it on my next visit. So next visit, they couldn't find any record of the credit so no replacement for the chicken I had to throw out. Straw that broke the back. Tonight 6:30... peak dinner time. They said 5-7 minutes on chicken so I left and I'm never going back! Go to Denton or Highland Village!
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.
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.
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. :-(
PARIS, TEXAS -- This was the most awful place yet. We had just gotten done trick or treating and it was an hour before closing. When we went in the girl at the register had mad look on her face like she did not want us there. Then we placed our order and waited for our drinks but she ran to the back. Finally another girl walked up and we had to ask her for our drinks and she also had an attitude. In the meantime while waiting for our food I was observing the crew all flirting with what looked like the manager, they were all taking pictures and laughing (having a great time, but not with the customers).
Another family then entered the restaurant and they got pretty much the same service. OK, everyone got their food and we settled in our and the other family's drinks were sweet tea. After 3 min of eating I looked over and noticed the girl at the register dumping the tea down the drain. Needless to say she did not even ask the customers if they would at least like some more before pouring out. We had to go back to the counter for silverware and so did the other family.
Well, the crew was all having fun with themselves, but the guys that looked like they may have been the cooks (I have nothing bad to say about those two guys). We again went to the counter to get a to go box and asked for 3. She gave us one and ran off so I had to stand there and wait for someone to walk by and ask for more. Needless to say this was my first time there since it opened here and this will be my last. We had no problem with the food. It was good eats, but those kids need some customer service training.
I work at a nearby restaurant and if we ever treated someone that way boy would we be in hot water. I am the manager and it's my job to make sure my customers don't get treated that way, that is why I picked up on several of the things someone else might not have. IT WAS JUST THE MOST AWFUL SERVICE I'VE EVER HAD.
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.
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.
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?