Church's Texas Chicken — Restaurant in Richmond

This has been my go to place for fried chicken because of how quick service and you always get the chicken fried chicken same way. It’s been for more than 15 years. So I ordered food through the drive thru window. There was no line up and only one customer in the restaurant. As I ordered their 14pc combo with 2 large sides, there’s was 2 attendants at the window (1 was taking my order, and 1 was chit chatting the lady taking my order) she then can’t figure out how the til works, while I have my phone ready to be tapped on the machine. Took her long enough to figure out then I was able to pay. I was told to wait on the door just after the drive thru window for my order. As I moved, I saw one gentleman eating by himself while one older asian lady was attending to a couple taking their orders. I waited for about 10mins, then decided to come down and look what all the delay is while there’s another car behind me waiting for their order as well. There I saw the staff that took my order giggling and laughing while showing each other their cellphones. How is this even allowed while working and handling food??? The service and quality of food on this location has declined rapidly over the past few months (my guess is new ownership as there are more brown service people working now) I’m sorry for the very hard working Asian lady at the front, while she watches her younger co workers laugh and slack while at work. I hope the owner or manager do something about this. They even have the guts to ask for tip on their machine and provide service like this? If this doesn’t change at all, I will forward this complain straight to head office.

This are all the moderators response to all the negative reviews, AND SO MANY 1 STAR REVIEWS, BUT HAS THE SERVICE REALLY IMPROVED???

*I'm sorry to hear that you had a negative experience with the restaurant. It's always frustrating when an order is not prepared correctly, and I can understand why you would be disappointed and not want to return.

*We have taken up the issue with the team to ensure they double check all orders for accuracy.

*Sorry for the frustrating experience you had. We will discuss this with the team to ensure the double check the orders. Thanks for taking the time to bring this to our attention

*Thanks for the detailed description of the frustration you had at the location. We are working with the team to ensure this is fixed permanently

*I am sorry about the frustrating experience. Thanks for the feedback on the service. We will work with the team to improve our customer service

*Thanks for the detailed information provided on what is not working at the branch. both from a service and food point of view. We have taken it up with the team and are helping them to improve the service.

*I am sorry about the disappointing experience you had. We have discussed this with the team to ensure they check the freshness of the chicken prior to serving it

*Thanks for the feedback on the chicken - I am sorry about the disappointing experience. We are working with the team to ensure this does not occur again

TO THE MANAGEMENT OF THIS LOCATION, PLEASE STOP TELLING YOUR CUSTOMERS THAT YOU WILL IMPROVE THE SERVICE IF ERRORS KEEP ON HAPPENING. IT HAS TO START WITH YOU. I HOPE THAT CHURCH'S CHICKEN CORPORATE GETS TO READ THIS REVIEW AND...

On May 6 around 725pm, I experienced the most disappointing customer service in my life. I ordered a 3 pieces non spicy chicken meal at Church’s Chicken drive thru between Garden City and Blundell location. The lady said they only had non spicy legs and spicy breast. Then I chose 2 legs and a breast. When I got home, there was only 1 piece of chicken breast and a pack of fries in the box. Then I drove all the way back there and went to the store front and told them they made a mistake. My expectation was to get the 2 chickens and a verbal apology, then go home. The whole process should take less than 5 minutes.

I was surprised how the employee there handle this easy situation. The lady (not the one serve at drive thru) asked me to wait, because she had to check the camera if they gave me 3 pieces. Anyway I waited and asked how long I had to wait. The lady said 15-20 minutes because they had to serve all the drive thru first, and if I can’t wait, then she can’t help it. 15 minutes later, she recorded the CCTV with her cellphone showed me the video. In the video, a worker put 3 items in the box. The video was too small and can’t even tell what the worker put in. Most importantly, the video did not show the box was delivered to me, which I’m so sure that wasn’t the box I got. My box had only 2 items: a pack of fries and a piece of chicken breast, but the video showed 3 items. I explained they forgot to put in the 2 pieces due to the order contained 1 spicy and 2 non spicy. The lady insisted they gave me 3 pieces and will NOT give me anymore. I asked for manager’s name and she refused to give due to privacy. At the end, I did not get my money back or chicken.

It was a disappointing customer experience. They did not do it right at the first time They did not admit their mistake They rather spent 15-20 mins to investigate if I tried to scam them 2 pieces of chicken. They asked me to wait because they had to serve the drive thru, but hey! I ordered this at drive thru. Wasting my time to watch a video that can’t even prove they gave me 3 pieces If manager’s name is a privacy, the manager shouldn’t be working in customer service.

My take away: make sure you open the box and check your order in...

I went in to order three summer deals plus 10 pieces jalapeño bombers with two coke and two extra pieces of white meat this called RUPINDER was so rude she got attitude on her face she didn’t even greet no smile on her face as if that she is doing favor by taking my order I told her I will pay cash for three summer deals but rest of the item I will pay by debit card she rudely said ya I heard you I know than she charged everything on that $100 bill so I told her nicely excuse me I asked you that I will be paying by debit card for additional item apart from summer deals she gave such a grumpy look as if she gonna hit me now so she messed up and call other guy to help her out to adjust the order and change till now no sorry for inconvenience or anything instead the guy said sorry but this RUPINDER girl still shows her attitude I was waiting for food patiently when my order came I asked her can you please put four plates and extra napkins she gave me a grumpy look again Guess what she did she pushed my food bag so hard towards me that it was about to end up on the floor good thing I quickly hold it and the smirked on her face at this time was unbelievable I felt the hatred that day from RUPINDER it bothers me so much what did I do wrong as a customer I don’t deserve that myself I worked as a customer service for past 25 years but this was my first horrible experience fix your attitude girl we pay for our food you not giving us free learn to be courteous and respect your customers so they can come again your actions can torture someone’s mental health and inner peace so please stop this...