ComplaintsforChurch's Texas Chicken

Name: Church's Texas Chicken
Address: 980 Hammond Dr Ste 1100, Atlanta, GA, 30328-8187, USA
Telephone: (866) 372-5246

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Initial Complaint
05/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 28th, I placed an order for $51.47 using the Church's Chicken app. Unfortunately, I received the wrong order. Upon contacting Church's Chicken customer service, I was assured a full refund and informed that it would take ***** days to process. However, it has now been 16 days, and I have yet to receive any refund.
Business response
05/16/2024
Hello ****************,
We have received your request because the refund has to be processed by the location where it was made we are forwarding it to the manager of that restaurant.
Customer Service

Customer response
05/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** K
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have visited this location at least 4 times over the course of about 6 months. Everytime I go, the employees never answer the drive thru and they act like they are closed no matter the time. I dont understand how this location is still in business because the employees just ride the clock and do not take orders and they keep the lobby door locked as well! Seems like they need a new manager and all new employees!
Business response
05/14/2024
Hello Anquanelle *****,
May we have the address of the location that you are referencing so we can share your experience with the correct manager please.
Thank you,
Customer Service
Customer response
05/15/2024
The churchs chicken want to know the address of the location so I am providing the information needed here.
5415 Plank Rd
***********, LA 70805
*************
Business response
05/15/2024
Thank you for providing the location. We will make sure to share this with the manager who oversees this restaurant.
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to the local church in my area on 12/20/23, The store is located on Nw-Expressway in ************* ok *****. When I went they did not give me any sauces, they forgot an entire meal, I went back in to get my other meal and ask for more sauces and they still refused. I don't know if it was due to the end of the night or what but they would not assist.I was also given two large sweet teas, tied in a bag, spilled all inside the bag at the window. I was extremely upset with my experience and I reached out to the churchs department. They have been ZERO help whatsoever, Over the last 4 or 5 months I have called numerous times and been told someone would contact me.Well fast forward to 02/05/24 ****** (no clue who he is to churchs chicken or sent me a personal text) I responded to the text because he had asked if he could call. I called him and he asked me what was wrong with my visit (complaint) to which I explained to him. Messaged back 02/08,02/14 no response, finally on 02/20 I told him I was just going to file a BBB complaint to which he read but did not reply to. Needless to say I would NOT recommend churches chicken, Although other times the food hasn't been terrible this fiasco has been something I wouldn't wish on my worse enemy, I would pay for my meal if I was given what I asked for, I was given chicken WITH NO SAUCE and MY DRINKS SPILLED in a bag. Also ridiculed when I went back to get the food they had forgot. 1./10 do not recommend.It has honestly been so long, they have forced me to resort to filing a complaint and I barely remember the details, All I know for sure is my drinks were handed (spilled in bags) and they would not give us any sauces, Argued with us saying they already did, Bc after waiting ***** mins for our food they gave us someone else's order, (TOOK THE FOOD BACK THROUGH THE WINDOW) gross right; and then gave us our order without the sauces, when I went back they wouldn't give me my sauces. It was the worst experience ever.
Business response
05/01/2024
Hello,
Your letter is being forwarded to the manager of the location where your purchase was made with a request that they reach out to you as soon as possible.
Customer Service
Customer response
05/03/2024

Complaint: 21606820

I am rejecting this response because: I have yet to hear from anybody from churchs regarding this concern.

Sincerely,

*******************
Business response
05/07/2024
Hello *******************,
Your information was forwarded as requested.
Customer Service
Customer response
05/07/2024

Complaint: 21606820

I am rejecting this response because:

it does not resolve my concern.

Sincerely,

*******************
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed two orders thru their app on 2 different dates. Both had issues with delivery. I called in and was told that I would get a refund. Originally was advised to wait ***** business days and I did. Was then told the refund request was sent on March 5th but still no refund. Called back and got the issue escalated and was given ticket number 1. Waited another 2 weeks and called back again. Said it was escalated again and then got ticket number 2. Had a call from a store manager that stated she sent a refund request and thats been about another 2 weeks and still nothing at this time. But I got another ticket from an escalation request and advised to wait another ***** business days. I just want my money back like i was told.
Business response
04/12/2024
Hello ***************************,
We received your letter to the Better Business Bureau and are researching the matter to determine the status of your refund. While reviewing the documentation we noticed that the same receipt has been loaded twice. Your letter references that you placed two orders on different dates. May I ask that you upload the second receipt as well please so that it too can be researched.
Thank you,
Customer Service
Customer response
04/12/2024
These are 2 different orders with 2 different dates. I doubled checked that. They have different amounts. Please recheck my paperwork. Thank you!
Business response
04/12/2024
Thank you we now see two different receipts.
We will get to work on the research.
Customer Service
Initial Complaint
04/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They never answer their phone. Needed a refund that door **** initiated, but I never got it. ******** said it was processed and ******'s was supposed to send that to me and they never did. Tried calling several times just like last time with no answer, still... just like last time. Last time when I tried to call it was because my food was never delivered. I had to go pick it up.I had originally wanted a refund for the delivery fee and tip I sent, but menage I had to pick it up, Door **** wanted to refund me the whole thing. So far, I've gotten nothing. How are they supposed to take orders over the phone if they don't answer??? Their mailbox is full, so that tells you they never answer their phone. I don't understand the point of having a phone in a business if they don't answer it.They need to start answering their phone. I noticed others in their review section have complained about the same thing.
Business response
04/17/2024
Hello *************************,
Thank you for supplying the details we will begin the research process to determine what has happened with your refund.
Customer Service
Business response
04/25/2024
Hello,
Thank you for sharing the documentation that is attached. In order to assist with refunds, we kindly request the actual receipt of purchase. Providing this information will enable us to identify the appropriate location to contact and initiate the refund process.
Customer Service
Initial Complaint
03/28/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
March 27, 2024, at 11:33 I visited a ******************* drive through. I go at this time because it is lunch hour and the food is freshly cooked, supposed to be. They are advertising a Chicken Special: Two Piece Dark for 3.49, you select what flavor. I ordered two orders of spicy. The cashier, **********, quickly said, "We don't have spicy." We only have original." So, I ordered what they had. When I arrived at the window, I explained that I ordered that twice the prior week in spicy. She explained that the chef had not cooked any spicy chicken yet. I thought this was odd at 11:33 in the morning. So, I quickly said, "If that has been sitting out for days, I don't want it!" She said, "No, we just opened" I accepted the chicken, and when I got home tried it. The chicken was disgusting, tough, dry, and old. It had clearly been sitting out for days. They simply wanted to sell the 0ld Yesterdays Chicken with the 3.49 orders. I called the restaurant yesterday, but they would not answer their phone. I am sick of restaurants passing their arrears on to the customers. I want my 7.54 back and this restaurant will never see me again. Receipt Check #: ***** Restaurant #: 908
Business response
04/02/2024
Dear *******************,
We regret to hear that you were dissatisfied with your purchase. Cooked products are served within the same day that they are prepared.
Please provide your receipt and we will forward your request to the restaurant were your purchase was made.
Customer Service
Initial Complaint
03/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased chicken for my family on Christmas Eve. Food was not delivered do to the company ran out of chicken. Money was never reimbursed. Been calling Churchs Chicken Corporate almost ever week and they give me run around. Report made to my bank also. Not sure what else to do!!!
Business response
03/20/2024
Dear *********************************,
We have received your request and forwarded your information for processing.
Customer Service
Initial Complaint
03/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 11th, 2024 I Ordered Churchs Chicken Through Their App For Delivery At 8:06 PM For $90.75 I Watched The Online Tracker Say That My Food Was Delivered But No One Knocked And The Food Never Came To My Door I ********************* Twice And I Didnt Receive An Answer, I Called Corporate And Didnt Receive Any Help And I Also Made 2 Complaints Through The Website And I Still Havent Received Any Response
Business response
03/20/2024
Dear *******************************,
We have received your request and are forwarding the information to be processed.
Customer Service
Customer response
03/23/2024

Complaint: 21445776

I am rejecting this response because: A Refund Has Not Been Initiated To My Bank

Sincerely,

*******************************
Business response
04/02/2024
Hello Keayra *********,
Refunds are processed from the restaurant where the purchase was made. Unfortunately we do not have access to that system. Your request has been forwarded to the location where you made the purchase and we have asked them to resolve the issue.
Customer Service

Customer response
04/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
02/15/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Monday, February 12, **** @ 4:58 p.m. went to this location my order was (1) 2pc combo leg/thigh, french fries, honey biscuit and drink & (1) 3 pc combo leg/leg/thigh, okra (paid extra), honey biscuit, drink. After I left did not check the order when I arrived ******** down to eat missing the three pc order there was two 2pc orders. I contacted the location three separate times 5:31 p.m., 5:33 p.m., 5:41 p.m. unsuccessful nobody answered the phone. I got on-line after 6:00 p.m. file a complaint on-line with Church's Texas Chicken and uploaded my receipt requesting a full reimbursement at this time I was upset nobody answered the phone to discuss the matter. I am requesting a full reimbursement and not a credit of the 3 pc combo.
Business response
02/16/2024
Dear *******************************,
Your request has been received and will be forwarded to the appropriate manager.
Customer Service
Customer response
02/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. According to the email the business has received my complaint will be sent to a manager for review.

Sincerely,

*******************************
Initial Complaint
02/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The manager ********************* is stealing hours from employees worked
Business response
02/09/2024
Dear **************,
Because of the nature of this complaint, it has to be addressed by management for this specific workplace location. Please reach out to the Market Leader of the restaurant.
Customer Service

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