Chicken Express
Reviews and Complaints

My wife went to this location today and ordered a 20 tender package. Her concern is when she went to pay for the meal. She handed the clerk her credit card and the clerk proceeded to go over to the counter where the chicken was being handled and he boxed up the chicken. The clerk then proceeded to go out of sight down in the back of the facility with the credit card. At this time my wife asked another clerk where he was going and my wife notified the other clerk that the original clerk had her credit card and that she wanted the credit card back. The other clerk told my wife that the original clerk went outside. The other clerk called the original clerk and he came back into the facility waving the credit card saying he did not take the card. He then proceeded to charge the card and deliver the receipt to my wife. The original clerk was visibly upset with my wife regarding this issue.
This should not have occurred and we are extremely upset that a manager in the facility did not address this issue immediately.
Order Number 116 at 4:18pm on [protected]
Credit Card reference number [protected]
My Name: Lawrence Bracken, 209 Bob O Link Drive, Southlake, Texas 76092
Phone Number: [protected]

August 26th 2017, at 8:52 I had placed an order through Uber Eats for the Chicken Express on Hulen in Fort Worth Texas. Around 942 we noticed the store was closing soon and it was still being prepared. Having called a store before and just asking them to hold it and we will pick up, we decided to call just get an update on the order.

The person on the phone was the store manager, who unfortunately refused to give my husband her name. She had said that they are restaurant and to call uber, while that is understandable, my husband asked the question if we could just come by and pick it up, having the store manager just confirm that the food was just sitting there. And we had already paid, and would come with proof that it was indeed our order. The store manager did not answer his question, instead just hung the phone up.

I took the phone and called back wanting to get this resolved, the store manager picked up and was argumentative from the start. I had informed her that she was being rude to customers, that my husband just wanted a question answered and was willing to make the trip up to the store to pick up the order so the food would not go to waste. Instead of addressing the concern she repeated the same thing she said to my husband earlier except she was screaming it at me. I informed her that I understood that part, I just wanted my food and that she told my husband that the food was sitting there ready to be picked up. She argued with me saying that was not true, and I informed her that she hung up on my husband before even answering the proposed question. The store manager continued to scream at me saying she didn't; "No, I said thank you goodbye" still screaming at me.

I then advised that since she was refusing to help us, the customers, in resolving this and since she was still being rude, we would be calling the corporate office, which we will tomorrow since it's 10pm CST/. Still screaming, she said, "Yeah! Yeah! You go and DO that!" and hangs up the phone.

We have had our run in with rude customer service before, and rude managers but never before have we been screamed at a store manager, who is willing to waste food and willing to treat their clientele in such a manner. While we understand that the order needed to be canceled through uber, we didn't want to cancel the order. We just wanted the food we paid for and was willing to for go the trip in the end to get the product that we spent money on.

The last two times I have ordered from the Arkadelphia chicken express my order ended up being wrong. The first time I did not receive my mashed potatoes. The second I ordered an extra roll and didn't receive the one which ce with my order or the extra I paid for. The food is great but if my order is wrong every time I'd rather order from a different place.

I ordered 2 catfish dinners and 5 minutes into order they came to me and said they forgot to marinate the fish over night. Ask if I was ok if they cooked it without it being marinated. I said I guess so. 15 minutes later still no fish. I over hear them say they forgot to time the fish being cooked does anyone know if it's ready. At that point I was there over 20 minutes and now I don't know if it's under cooked or over cooked. So I ask for a refund. I got the refund, but no I'm sorry for the problems. Nothing. No credit on your next visit. Nothing. A total of 30 minutes and walked out with no food. Pathetic!

I usually just go through the drive through but I wanted to set down and eat with my friends. However, the up keep of the place was horrible. I stepped in food on the floor. I could see my foot prints every where I walked. The tables and seats where really dirty and we had to ask for something to get clean the table with. The customer service was good but for the dine-in part it was horrid. I clean houses and offices professionally and this was by far out of health regulations. Plus it wasn't even busy and they had more than enough people to have someone out on the floor cleaning.

Today at 12:50pm I went to Chicken Express here in Little Elm to purchase some chicken tenders for my husband who wasn't feeling well today. I placed my order through the drive through and the young lady who took my order was very nice. She asked me if I wanted a roll or a biscuit and I answered a biscuit. She gave me the total and I went to pay at the window. She then told me they were out of biscuits and if I wanted a roll I told her no and asked "can I have mashed potatoes instead". She said ok. Then this other young lady came to the window and started to tell me (and not in a nice way) that no I could not do that! She said it would have to be a roll. The biscuits would not be ready for another 10 minutes, so I asked her if she could just give me a few extra frys instead she slammed the window in my face threw her arms in the air, I don't know what she was saying. But the other young lady just watched in horror at just what had happened. She the came back to the window advised me she would have to charge me for just a few extra frys so I said I didn't understand. She then said she went ahead and put some extra ones in and started to close the window again. I asked her where my Dr. Pepper was she handed it to me and I asked her what her name was she told me her name was Sharla and spelled it out to me. She advised me it would do no good because nothing would be done about it. On the way home I thought about it and I prayed for her attitude that she has today. How she treated an elderly person today and if she had a conscience about what she had done. I wonder just how many other people have experienced her anger! Thank you, Maria Smith

P. S. After posting this on the website Ladies of Little Elm I have received so many negative responses about the Chicken Express At that location. They even call the police department of our city and lie about the customers. I have lived in Little Elm for over 12 years and have never had this kind of problem!

Hello my name is Kehly Trojan and I work at the Chicken Express in Big Spring Texas.
I've been having some issues with one of my managers Noelia Carrillo. Lately she's been really unprofessional and really disrespectful towards me. She doesn't seem to understand that I'm a proud Christian and that I need Wednesdays and Sundays off she complains to me about it. When my religion is always my number one priority. She also doesn't seem to be understanding when I have a family emergency. She complains and degrades me to my coworkers which I feel is very unprofessional. She really makes me unhappy when working at Chicken Express I'm an adult I don't feel respected when working with her. Now she's punishing me for my important court hearing that I had to be at by cutting my hours which I think is very unreasonable. Thank you for taking the time to read my complaint.

On Sunday, Aug 13th, at 5:30 pm, I went to the Chicken Express drive thru at the S Collins store. Prior to the order speaker, there was a sign offering 6 pieces of dark meat at a reduced price. I ordered that special but the lady on the speaker told me that they did not have enough dark meat and that my choice was to allow them to substitute wings or to wait 20 minutes. I changed my order to chicken livers and tenders plus family sides of mac and cheese, fried okra and gravy. When I got home, the store had given me cole slaw instead of okra. So, not only had the restaurant run out of dark meat at 5:30 pm but they compounded the problem by giving me the wrong item.

Loooong time customer. Referred tons of friends. Now it's gone corporate. Corporate site says address complaints with individual stores. This is not a one-store issue. I tried five or six different stores in different cities and across the board -
Quality has diminished considerably. Okra tough and stringy; fries not cooked long enough, chicken tastes more flour-y. The only thing that remains the same is the spicy seasoning packet.

Went from small chain with GREAT food to corporate entity with profits more important than food.

A real shame. Not going back

Have been buying a tea on a daily basis for over a year. However the last 2 days the tea was so watered down I had to throw it out. I brought it to the employees attention. They said the new manager is making them water it down by adding lots of ice to it. Can anything be done about this? I know a lot of people frequent this particular store. And they are now going elsewhere because of the tea. This is the Sherman, TX store.

We have recently visited your Chicken Express a couple of times in Lufkin, Texas.
There are several issues at this store, starting with the cashier and escalating to arguments with employees in the back. There are plenty of employees but they appear to be running over each other. One lady & her husband said they had waited over 20 minutes for an order and actually ended up walking out. We visit Chicken Exoress stores in a regular basis. Just think you should be aware of what's going on at this location. I don't think we will go back to this location unless changes are made.
Sincerely,
Gil & Tambra Stovall

My husband ordered a 20 piece chicken order and ordered 2 sides of corn nuggets. Instead we got 2 orders of fried pickles, which everyone in my home hates. So thanks for that! It was the Chicken Express on Alta Mesa in Fort Worth. It is difficult to find a way to contact the manager of that particular store, or any info for that matter. So here it is! Order was totally wrong and it took 40 minutes! Really Chicken Express! After 40 minutes you can't get it right! Don't think we'll be back!

On July 31 2017 I ordered a #1 which is a 4 piece chicken tenders and side of mash potatoes and gravy from the HWY 105 location in Beaumont tx, on my first attempt my tenders were very small, dried out and nasty, couldn't even eat them. I brought it back to the store and the manager said she would remake it for me. After getting home I found out that the second batch of tenders where still old and and dried out and nasty, she didn't replace my grave or mash potatoes so they were both cold. Will never go back to that location again, knowbody even the manager cares about the Customers which should be #1.

I am a very regular customer. Usually 1 to 2 times a week. On July 31 I ordered a 4 piece chicken tender dinner. The tenders were so small they would not even make a child plate. They were less than a 1/2 of a regular chicken tender. I am very mad that i will probably start going to Churches Chicken. I wonder if anybody in customer service will respond.

At 2100 hours I arriv d at the location in mount pleasant Texas they young lady taking my order sounded like she had an attitude might of been cause she was tired then they got my drink wrong so I receive my food headed home which is about 30 mins away one hour round trip we get half way him only to find out my prefer was wrong my fries were old ably had about 9 fries in there I didn't get my roll they gave me a hard biscuit no serendipity for my gravy which compliments they gizzards I call to complain to Burk only to hear she will replace my fries n roll I then proceed to let her know my meal no longer is what I want and I was gonna drive that extra 20 mins back to town n wanted a refund I get there and she says she is sorry as she was giving me my money back she said she needed my drink fo a full refund I drove 40 mins to return this food and she charged me for my drink i will never in my life visit this location again and I will let my family and friends know of this nonsense if I lived closer might if been ok but I didn't ask for a refund on my gas nor time this is ridiculous signed off unsatisfied customer

I ordered the number 20 which comes with 20 tenders, family side and rolls. They didn't give us the side order, which we didn't notice until we got to our families home " which is 20 minutes away. I called and told the manager that I wanted to get a refund for the family side next time I was in town, and she told me all she would do is give me the family fries they forgot to give us...why would I want a family fries days later, I want to be reimbursed for the food I paid for that they neglected to give me. She told me there is a trainee and she forgot to check our order.

To much food is cooked up at a time. Food is cold and not fresh. Livers and gizzards need to be cooked to order. They are not good cold. Same as okra. Things need to change. When you try to explain. The want to argue with you. All I wanted was my money back. This place does not know what customer service is. They need more training. Would not recommend this place to anyone.

Marcus, Taint, Valtiera, was the rudest tea boy I've ever came in counter with. First of all he has weird nose hair that creeps me out when I'm ordering. He always give me weird looks like he wants to do something to me and I just don't honestly feel safe when I come to the family friendly chicken e. He acts like his dad owns or something. Always back talking to the manager and other employees.

Went through the drive thru at the chicken express in Big Spring TX at 10:49 am on 7/18/2017. I ordered the fish special and an extra piece of fish. I received my order and left. Got on interstate 20 and headed home, opened the container and took a bite of the fish (it was stone cold), all the fish was cold, hush puppies were warm and the only hot items were the French fries. By this time I was already out of town, so didn't turn around and go back. Your fish is usually really good, but today it wasn't. I would think the fish would be made to order so that it would be hot. Apparently they made it ahead of time and so was cold. At this point I don't think I will be going back. That's sad cuz I really like your fish.

I stopped at the Sanger location on 7/15/17 at 12:57 pm I was with my wife and we were the first couple in line we did not receive our food in dine in until 1:18 pm. WITH NO GRAVY! Personally I care less I like ranch but my wife will only eat gravy. We were on a time limit get in eat and get out. We chose chicken express for the simple fact you guys are usually very fast and efficient today that wasn't the case. This is by far the worst experience I've had to in a fast food franchise. The offered to give us a family size gravy that was premade stating they were out of gravy and was making more. When we received the gravy it was so watered down that it tasted nothing like what it is designed to. Customer service is the number one reason why companies either fail or succeed. Today you guys wouldn't have passed. Overall as a company you guys have been great for many years so maybe a little supervision would help this location. I'm currently driving so I'm not eating my wife's gravy is not gravy so she's not eating I our food will be thrown away. Not to mention our chicken fries and rolls sat on a coffee not rat for 12 minutes