Texas Chicken - Khalifa City A — Restaurant in Abu Dhabi

I am writing to formally express my dissatisfaction with the customer service I experienced.

During my visit, I was assisted by an employee named Sumith, who was training a new cashier. While I understand that training may slow down service, my main concern is how my incorrect order was handled. As a former employee of a major fast-food chain, I know that mistakes can happen, and I would have accepted the wrong order without issue. However, the way Sumith responded to my concern was disappointing and unprofessional.

When I informed him that my order was incorrect, he took a deep breath and seemed unsure about whether to correct it. While I had already decided to accept the order to avoid any inconvenience with a refund or replacement, I wanted to see how the situation would be handled. Unfortunately, he simply insisted that he had heard my order correctly and punched it into the system without any effort to resolve the issue.

From my experience, proper service protocol requires repeating the order to the customer before processing payment to ensure accuracy. This step was completely skipped. Additionally, I pointed to the menu board while ordering, making it clear which item I wanted. Given that the store was not busy due to Ramadan, there was no excuse for such a lack of attention to detail.

What was most disappointing was that Sumith neither apologized nor attempted to rectify the mistake. His trainee was observing his actions, and such behavior sets a poor example for new employees learning about customer service. A business's success is largely dependent on how customers are treated, and in this case, the service fell far below expectations.

As a loyal customer, I have always enjoyed dining at your establishment, but after this experience, I am reconsidering...

Church's Chicken is an American chain of fast food restaurants specializing in fried chicken, also trading outside North America and Asia as Texas Chicken. The chain was founded as Church's Fried Chicken To Go by George W. Church, Sr., on April 17, 1952, in San Antonio, Texas, across the street from The Alamo. The company, with more than 1,700 locations in 25 countries, is the fourth largest chicken restaurant chain behind KFC, Popeyes, and Chick-fil-A, and fourth by revenue behind Chick-fil-A, KFC, and Popeyes Initially, the restaurant only sold chicken, but added fries and jalapeños in 1955. The company had four restaurants by the time of Church's death in 1956. In the 1980s, the chain briefly operated a hamburger franchise called G. W. Jrs in Texas. During the mid-1960s the Jim Dandy Fried Chicken chain purchased the rights to use the Church's Chicken name where its stores were branded with the Jim Dandy "D" logo. From 1979 through 1986, Church's Chicken sponsored the "Grand Prix" series of chess tournaments under the auspices of the United States Chess Federation Rapid growth followed, and Church's became the second largest chicken restaurant chain in 1989, when it merged with Popeyes Chicken & Biscuits. The brands had their supply lines consolidated, but were still marketed as separate chains. Hala Moddelmog was appointed as president of Church's Chicken in March 1996, making her the first female president of a fast food restaurant chain. Church's was owned by AFC Enterprises, along with Popeyes Chicken & Biscuits and Cinnabon, through the end of 2004, when it was sold to Arcapita (formerly Crescent Capital Investments). Because Arcapita is an Islamic venture capital firm, pork products were removed from the menu after the sale (as pork is not...

I recently visited this location and found the experience to be underwhelming. The food taste was average — I’ve had the same chicken at another branch, which was noticeably better in taste. Service left a lot to be desired. The staff member who took my order seemed distracted and didn't follow the instructions. This was surprising, especially compared to the attentive service I’ve experienced at other locations of the same chain which was far more busy and had customers. They had paid attention in that branch to each detail that was instructed. Cutlery was in short supply, and I had to request additional items more than once. Despite the restaurant being nearly empty at the time, the overall attention to customer needs was lacking. Parking at the rear of the building was quite tight, with unclear or poorly marked spaces, which made it unnecessarily difficult to navigate. Overall, not the standard I expected based on previous experiences with Texas...