ComplaintsforChicken Express

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the Chicken Express store on Friday, September 22 at 7:30 pm & placed an order for my family dinner. I live 30 min away, so when I got home we opened the ********** was someone elses order. I immediately contacted the store & spoke to the night manager. She said for me to bring the food back & they would remake the order or give a refund. I requested the ************ said she would leave a note for whoever was on duty the next day. I returned the following morning with the food & asked for the manager but one was not on duty. The employee working went to see if there was a note and didnt see one, but said that the night manager was really busy the night before & to come back to speak to her. I was back in town again about 5 days later & spoke to the day shift manager. He called his boss on the phone & said I would need to come back when hes there because employees do not have access to give refunds. I left & went back on Saturday the 7 in hopes of the manager being there. I walked in & asked to speak to the manager. I told them my name & what I was there for. The manager came out very upset & said I wasnt getting a refund & told me to leave the store. I said I think theres a misunderstanding & tried to explain that I had spoken to several managers & was there to get a refund for my order. I explained that I had gotten home with the wrong order & brought the order back. He said he didnt want his customers bothered & told me to get out. I said ***** was told to come here for my *********** said yeah 3 weeks ago & you never came to get it so get out. I asked for the owners *********** gave it to me. While I was calling the owner the *************** (*******************************) created a wall barrier & was pushing me out the door. I never touched anyone. I never raised my voice. Cops were called & said that this happens to a lot of people with this business. If you dont like your food:need a refund they ban you from the store so they dont have to fix it.

  Business response

  10/17/2023

   The customer came in on the 7th of October around 1:45/2pm, she was already visibly mad about something so I asked her what was the is*** was and how could I help her. She proceeded to tell me that  on September 22rd she came in right at 6pm and ordered her food, she said she got home and realized the food was wrong and called to let us know. My night manager *************************** told her that we could remake the food or is*** a refund. ***** requested the refund, so ******* told her that if she came back we could give her the money back, ***** states that she came the next day with the food but the manager that was on duty says she did not have the food but he would call me and find out what to do, I was out the 22nd and the 23rd because I had a procedure done so I was not in the right state of mind to is*** anyone money or make a choice with money that belongs to the store. So they told her she would have to contact me on the following Monday. I have not heard from her until the day she came in on the 7th. When she came in she was mad and being a little loud, my employee told her let me go and get the boss, so I found the receipt of the order she placed and there was not a phone number on it for me to contact her, I vaguely remembered the order because I was told about it the next day after my procedure, but had no way to contact her. So when I went out to talk to her she was already raising her voice at me about her money. I told her ma'am I will call my boss and ask him what he wants me to do because I did not feel comfortable issuing a refund from 3 weeks ago. She told me no that I was the boss and why did I have to call my boss for her refund and that it was bulI c*** (but not in those words), and she just kept going on about it so I told her ma'am I'm going to go back and call my boss and see what he wants me to do. I called and the boss, ***************************, told me to offer to remake the food and if she did not want that she could call him. So  I came in and told her we would remake the food for her and if that is not what she wanted she would have to call my boss. I gave her the number and at first she refused it yelling why does she have to call him for her money and that I can and would give her the money back. I told her ma'am please lower your voice because I have customers in the store. She kept yelling about it and I told her ma'am please get out and call *****. So after a few minutes of me telling her to lower her voice and to get out of the store she finally went to her car and got her phone and she was about to come back in the store and myself and another co worker stood at the door and told he that she was not coming back in the store until she called ***** she kept yelling at us so  I called the police department, they got here and she decided to call ***** and the cop stood by her and asked what was going on and she said I'm talking to the owner and he told her that is fine ma'am but the manager asked you to get out of the store so get out here. I never talked to her again after that. The cop came and talked to me and told me that he told her not to come back to this store and that the owner already gave her an option. She told him that she was going to *** us and run us through the mud on ********* The officer told her that she could do that if she wanted. As for the cops being here they have not had to come here since I got here in May of this year. We have is***d her a refund in the form of a check that is being mailed to her address on this form

  Customer response

  10/20/2023

  I have reviewed the business response and accept this resolution. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩