Church's Chicken — Restaurant in Richmond

According to hours that they updated, they are open 24hrs. However, when we arrived, lobby was already closed after 11pm but drive-thru was open. Since I already parked and drive thru entrance was all the way around the other side, I told my friend to just walk to drive thru to order. My friend was completely ignored when it was his turn to order at the order speaker, then he walked over to the pick-up window trying to place an order, and again, ignored. The cashier didn't open the window, didn't gesture to wait or leave or explain anything and proceeded to take orders from the next car. So I had to go around drive thru to place the order and ask if someone didn't drive, then the person couldn't order food? She said no, they could still order but would have to wait until all the cars were serviced. I don't understand that logic because to me, all customers who show up in a line to order should be serviced in that same order, but she never opened the window to explain anything to my friend. I asked to speak to a manager and was told to call next day. We also didn't get a receipt and I had to go back to ask for one. She couldn't find our receipt in the bunch of receipts she had and had to print another one with wrong method of payment on it. Customers should always be offered if we want a receipt, instead of assuming don't want their receipts. The receipt should have been in the bag but it wasn't. This is BS service and no wonder other customers had other complaints about the location. If you claim to be open 24hrs on Google, then your service needs to be available to all customers for 24hrs instead of being selective and rude just because someone drives a car or not. This is modern-day discrimination. We were also told the wait was 10 min but we placed the order at 11:48pm and didn't receive our food until about 12:10am. The wait time more than doubled and they barely had customers at the time.

Follow up: I did call and file a complaint, and the manager had a much better attitude. The manager granted compensation of my same order for free at a later time and I redeemed it...

The worst Church's Chicken there is! Several times things are missing from my order or ingredients in the order. The employees never tell you they are out of anything or apologize for not giving it to you. Today, was the last straw, I went through drive through and after ordering, i waited at the window for over 10 minutes without a word. When finally the employee charged me and gave me my order, I told him that the biscuit I ordered wasnt there. He told me they were out only after I paid and that he gave me extra fries. The fries I was given wasn't even enough to fill the fry holder. I drive home annoyed only to find out that the mexicana sandwich I ordered is missing the tortilla chips! REALLY? ITS THE ONLY THING THAT MAKES THAT SANDWICH UNIQUE! I have called and talked with the managers SEVERAL TIMES about things missing from my order, especially the missing biscuit. And nothing has changed. Also for some reason they do not stock mountain dew, even though it's on their advertisements and menus. This store is a lost cause, lazy, inept employees and ineffective managers that can't get their employees to work properly. Drive the extra distance to go to a different Church's Chicken, or go to LA Chicken nearby.

Updated 07/27/2022 Since my review from 2 years ago, I have been to this location several times, and I have to say that there has been a lot of improvements. I haven't had ingredients missing from my meals, and the staff are a lot more friendly and responsive. I'm glad to see that things are a lot better now. Changing my review from 1 star to 4 stars. Hope to see even more improvements! (It's still wierd that mountain dew is on the drive through board, but...

Massive drop in quality (both Richmond locations). Quality had always been inconsistent but stuff was never "bad" until recent months. The chicken meat is mushy, not tender and silky smooth like they were supposed to be.

Over 5 months (around 7 -10 separate purchases over that time period). The problem did not improve. I was hoping this was a fluke, 1 time thing. But it wasn't. I even tried the Blundell location to see if it was just the Cambie location dropping the ball, it wasn't. Both locations had the same mushy chicken. Of all the purchases during those months, ONE time we got regular quality chicken (at the Cambie location).

At a time when they have more competition than ever before, they choose now to drop their quality? Within a 10 minute drive, we have Popeye, LA Chicken, Fighter Chicken, and Hifive. At this point Church's is second to worst (KFC).

Do better quality control, please. It is ridiculous to sell mushy chicken. Check the review from the user kat with pictures. The dark color of that skin, that's not bad lighting. That's what it actually looks like. Does that look like the Church's chicken we know and love? NO.

Let's face it. Everyone had Church's before. We know when your chicken isn't done right, especially when the quality difference is THIS big. What happened to Church's?

Notice also the owner account responding to only positive reviews here. Ignoring the...