Church's Chicken — Restaurant in Coquitlam

We ordered the Merry Meal, and asked if we can get 5 pieces of white meat instead. We were told it will charge more. We paid $5 more.

We got home and opened the box. There are not white meat in the box. We called the restaurant multiple times. They didn't pick up.

This is a very bad experience on Christmas eve.

Updated: After 10 - 20 times we tried to call the restaurant. They finally picked up their phone. I asked we paid extra for the white meat chicken but didn't get any of the white meat. The lady told me one of the staff gave it out to a wrong person. She offered another 10 pieces of chicken back ( with 5 dark meat and 5 white meat). She DID NOT say we have to bring the previous chicken back ( by the time we were on the phone, it was 1 hour later).

We went back to the restaurant and they asked for the wrong order back. I said I don't have it. She changed her attitude right away. She went in to check and then told us they don't have any white meat. BUT SHE TOLD US TO COME BACK FOR IT.

She then offered a refund but ONLY REFUND tor 10 Pieces of chicken not a whole meal. The meal was about $25 we paid $31 something to get white meat.

We asked how much will be a refund for 10 pieces. She said she has to check. So we waited. While she was checking on the computer. She told her coworkers that we ate all the chicken and did not bring the chicken back. They also said "these people never get rich". I can totally hear the entire conversation from the picking up window. I did not want to make it big deal with us since she gave us the full refund and there were so many people waiting on the line.

I really don't want to ruin anyone Christmas Eve.

But they made a mistake and also being rude to us, they think we did not hear them talking about us from the outside? It was not worth it to go there and being treated like that.

I hope this message can get to the manager attention so then the customers would have better experience...

Was I a bother? A customer who just wanted to buy some food. I am mellow to the point of being a pushover but this pushed me off a bit..

Walked in to see the staff member cleaning the lobby, which is great to see they keep it clean. We greeted each other and I stood in front of the counter looking at the menu. Staff continued to clean for a few more minutes. About 3 mins passed by and I said I'm ready. Staff replied "you're ready, okay" and yet continued to clean the garbage bin. Staff came around to the inside of the counter and I was ready to order but they continued to walk towards the back of the kitchen... Garbage bag in tow. Then proceeded to wash their hands - which I appreciate but could have saved that for later, as there was no one else in the restaurant. I ordered the chicken tenders. Staff told me it would be 5 mins. No problem! Fresh is best. 5 pieces with fries, one honey bun and a small/med drink was $16+. I also added a small coleslaw for $5+. Order was packed and I left. Was severely disappointed when I realized that the super fresh chicken tenders were sitting next to stale cold fries. I wouldn't have cared if the staff double fried them .... At least serve them HOT!! Ruined the meal. That's my favorite item from Church's. Likely won't be back unless it's at meal time (12pm or 6pm) when they are busy and the food is...

Leaving a one star here due to the bad service we received this evening. We ordered 4 non spicy thighs. Ate some of the skin and immediately noticed it was spicy. My partner brought it back to get it fixed, and the lady at the counter refused to fix anything and insisted she gave regular. Well, I’m sorry but my tastebuds say otherwise. Was it so hard to just fix it? My partner ended up going to another Churches to buy another set of chicken. The staff here should be mindful of contamination and understand that some people cannot eat spicy food and can get sick. Please train your staff on better customer service. That’s money we wasted on your store and wasted chicken.

Edit: I phoned the store and spoke to the manager. She mentioned the employee had checked and insisted the chicken was from the regular pile. Again, I mentioned tastebuds don’t lie. We were offered 4 chicken pieces for compensation in the future. Not great, but I don’t think the manager wanted to deal with it further and wanted to silence me with chicken. I left my name and number, but point taken. Will not be claiming the chicken and will not return. Please do better and stop insisting you’re correct when I’m literally telling you I tasted spice.

Adding a photo here of the “non-spicy” chicken we received from this location, with the actual non-spicy chicken from the North...