Church's Texas Chicken — Restaurant in Whitby

This place needs NEW management. This is the third time in the span of a week that this has happened to me. Placed my orders through DoorDash, the restaurant confirmed my order and started preparing it. But when my dasher arrived to pick it up, the restaurant was reportedly “closed”. I assumed it to be technical issues at first, and ignored the inconvenience it caused me; waiting over an hour for my food while hungry, then finding out the restaurant is CLOSED. However, the same thing happened to me again last night. I placed my order at 8:48pm through DoorDash, the restaurant confirmed my order and prepared it, but when my Dasher got there, it was reported CLOSED again. So I decided to call the restaurant (9:51pm) and see what the issue is. The lady picked up and told me that they’re already closed up for the day, and that they close at 10, and stopped taking orders at 9:30pm. (Google says they close at 3am) I told her I’ve been waiting for an almost an hour for my food, and asked her why they would accept my order if they were not going to fulfill it. I told her my order was placed way before their closing window, so why did they not let my dasher pick up the order? She kept repeating they’re closed. After me repeatedly making my point that my order was placed BEFORE their so called “closing”. My order was CONFIRMED, being “prepared” and apparently was READY according to her, so why on earth was my delivery guy refused entry???? She proceeds to have the audactity to tell me I can come pick up my order, but weren’t they just CLOSED?? The situation, her justification and resolution didn’t make any sense, so I asked to speak to the manager, and to my surprise she says “I am the manager”. At this point I’m furious, and then this “manager” comes up with the brilliant idea and tells me to contact DoorDash again and tell them to send the driver back. Like are you kidding me?? I ended up hanging up on her because this whole situation could’ve been avoided had they let the driver in to pick up my food. All restaurants let people in to pick up their order while they close up. It costs the restaurant ZERO inconvenience since the orders are already PACKED and ready to go. I’ve ignored the other times they sent me stale food, and sent me random sandwiches instead of Mexicana sandwich (you can tell the difference), or replaced my sides because they simply didn’t want to make new fries. But I hope whoever owns this franchise, or manages it sees this. Your restaurant needs a staff cleanup because they...

Visited Whitby location last night as a family of four, all first timers to Church's. Ordered 2 classic sandwiches, 1 Tex Supreme sandwich (spicy, without cheese), 1 wrap, 5pc tenders and 3 biscuits for eat-in. Food took about 15 minutes to be ready. When approached the counter for pick up, the food was packaged as a to go order. Not a single napkin was voluntarily provided. Got back to our table, took the food out of the bag and realized the Tex Supreme sandwich had cheese on it! Back to the counter and had to get someone's attention (thankfully it was at least the same person that had taken our order). As soon as I mentioned to her that the sandwich has cheese, she immediately realized herself that it wasn't supposed to and took the sandwich from my hand. She threw the sandwich straight into the garbage!! I found this VERY appalling!! Having just finished Ramadan and a heightened sense of food insecurity and food wastage, this was just despicable. Not sure IF this company policy, but such blatant wastefulness was despicable. Why not just acknowledge the error and at least ask the customer whether there was someone else in party that would still like to enjoy the sandwich and then take next steps. The prep time for another sandwich was just a few minutes and then was handed the new sandwich... but without any eye contact or apology. This also could've been handled much better. Own the mistake. Empathize. In a competitive service industry, this is completely unacceptable. Will NOT...

I never thought that I would be writing a negative review of one of my and my family’s favourite fast food shop, specifically the Dundas and Thickson one! Today at around 7.30 pm I bought one 8 piece spicy chicken fry combo meal. The wait was abnormally long! While trying the chickens at home, we found them cold and dry and also felt some bad smell! There was 1 large coleslaw with the meal which was also not feeling fresh, rather sour in test! Took them back to Church. Surprisingly rather than apologetic and managing customer disappointment, I felt like I am the person who is in fault! I was asked multiple times on what was the problem with order by the lady in black uniform. She was surely not in a mood to serve a customer! Then I was asked to check the chickens and coleslaw which they had replaced, which was little surprising to me! Do we all the check the freshness of cooked food when we buy from restaurants? We buy it in good faith!Coleslaw was not good even after replacing it. Could be not properly stored after packaging! Apart from everything, I was so surprised to see how a person is deployed in front, customer service counter who does not have the simplest customer service mindset!! By the facial expression, I could easily see and say that she would have thrown the chickens in my face if she could!! What a arrogant and rude individual! Church’s should train their front customer facing staffs on how to serve the customer. Not only taking orders and...