Church's Texas Chicken — Restaurant in Surrey

This occurred June 4th last night. Roughly around the stroke of midnight. We have previously been to other Church's chicken often in the neighborhood (especially because my uncle used to purchase for a residence home) and their customer service was always up to standards or even better.

So a few things happened here that appear to reflect poor customer service. Non verbally, the older lady serving us at the drive thru acted as if she did not want to serve us. Every time we would request an order, she would roll her eyes. She said that next time we make a 'big' order (a box of fries and 30 pieces of chicken and size pieces of timbit-sized Oreo donuts) She said to call in advance so that they can prepare it. However, we were anticipating to wait from the get-go. When she asked if a 15 minute wait time was fine, we told her yes, that we are okay with waiting. Mind you when we got there, there was no rush (barely anyone at the drive thru except for 2 customers) at the drive thru so they did not appear busy.

Staff seemed very reluctant to serve us.

We told the staff lady that we would like a few wings as well in addition to the order. She said it would cost extra. We said that's perfectly fine. We told her we'd like some wings. As I was about to say 5 wings, she intercepted my response by saying "so 2?" I didn't understand what she said at the time so I said "Do you mean if I want 2 pieces?" I then told her "5 pieces please". In the end she only gave us 2 pieces of wings.

Staff appeared impatient to serve us in spite that it was 24hrs anyway, and, there was no one else behind us.We were the only customers there!

I tipped them $5 bucks anyway because maybe there is a part of this story that I don't know of here. Maybe they had a really hard night. Or maybe they are going through personal troubles at home. I have done night shifts before, it isn't always easy. So I try not to judge. Furthermore, they also looked like they needed some reminding that we were paying customers bringing them profit. Thus make no mistake that this tip was to reinforce their act of poor customer service. We were polite, understanding and we were customers that had more than enough cash to spare. The mistreatment at this location was highly unnecessary.

I feel that this poor customer service was unfair towards my family and I, we did not deserve to be treated that way.

We politely asked her once if we can have a few plates. She tells us that we have already been asking for too much with the big order. She still gave us the plates, but she told us that she could get in trouble for that. Again, she appeared reluctant to serve us.

Finally, this happened.

Several of the pieces of chicken were undercooked. Parts of the chicken were raw and that clearly poses a health hazard.

I would like management here to rectify this situation promptly. Please speak to your staff from this night in particular. This is bad for business and can cause unfortunate events for...

Absolutely horrible experience, horrible customer service, the “supervisor” Sandeep does not know how to deal with customers. called ahead and order 8 spicy white meat chicken combo the girl taking the order repeated the order 2-3 times to make sure she had the correct order, when everything was correct I was told the order would be ready in 15-17 mins got there and had to wait more in store for my order to be ready. Brought the food home and my kids started eating and I noticed that it wasn’t the 8 spicy white meat chicken, they only put 3 spicy white meat, the rest were wings and thighs and it wasn’t spicy and the chicken was burnt. I called the store to explain the issue and the girl who answered the phone denied and kept saying they had given the correct order, I then asked for a manager she put me on hold and disconnected the call, I called back 2 times and nobody picked up 3rd I called and left a message and they called back and it was a different girl who supposedly was a supervisor named Sandeep, and I explained again what the issue is and she denied it again and kept repeating what my order is. She was adamant that she given me the correct order when I told her I will bring the food back to show her she said since you ate it I can’t do anything, I then asked for a manager again she said there’s no manager available. I then told her I was going to send a complaint in and then she said I can give you 8 spicy white meat. So after I said I’m going to file a complaint she then took action to fix this issue. I went back to the store to pick up my order she again was adamant that she gave me my correct order in the first place I even showed her pictures and she was still denying that they had given the wrong order. No apologies no nothing even after knowing they had messed up no sorry just attitude. Will not be going back to this location. Get a better supervisor and train your staff on how to deal with customers...

This used to be my favorite location in Surrey, but no longer. I cannot remember the last time they fulfilled my order correctly. Last night I ordered for takeout an eight piece family meal... This includes for biscuits and a large side. I also ordered 20 chicken wings because they have them on sale for $1 each. I ordered all my chicken spicy. They have closed their dining area even though it's not mandated. So there's no place to sit while you wait for your order. When I complained about that they told me I could wait in my car. She said she would wave at me when my order was ready but somebody very nicely brought it right out to my car for me instead. I asked if everything was there and I was assured that it was. I drove home, having just got home from work. I changed and washed and got a drink and sat down to eat. Only to find that all I had was chicken. I had my eight piece, I had the 20 chicken wings, but I did not have my side order of coleslaw nor did I get my biscuits. I was hungry so I just had chicken for dinner and to my surprise or really not very surprised, I found out that my chicken wings were made regular, not spicy.

I tried to phone the store to let them know about the mistake. The first time I called as soon as I started to complain about my order she just hung up on me. I phoned back and they picked up the phone and just set it down on the counter and walked away so I got to listen to them going about their business for a few minutes before I finally hung up. The third time I phoned back, surprise surprise, they had blocked my number. This is not good business

This is just way too many mistakes for me to continue to use this establishment. This is the third order in a row where they have gotten something wrong or forgotten something. I...