Church's Texas Chicken — Restaurant in Austin

Extremely disappointed with this Church’s Chicken location. I placed a pickup order that included a 10-piece family meal plus an additional 6-piece Honey-Butter Biscuit, which I paid extra for. When I got home, I realized the extra biscuits were completely missing from the order. Mistakes happen, but what followed was even more frustrating.

The phone number listed for the store was disconnected. I got an automated message saying the number was no longer in service. I had to waste time searching just to find the correct number. When I finally reached someone, the associate who answered the phone was incredibly dismissive and couldn’t have cared less. There was no apology, no empathy, just a cold, “You can come pick it up within 24 hours.” That’s it.

So now I have to find time to drive back across town, burn gas, and disrupt my day, all because they couldn’t double-check an order before handing it out. I’m the one paying for their mistake, both in money and time. There’s no sense of customer service here, no ownership, no effort to make things right.

This was my first experience with Church’s and unfortunately, it’ll be my...

Revising review. First time I went, 4/5 stars, solid meal and fair price. However, upon my return (and final visit!) I waited in line for about 10 minutes with only five people ahead of me, and about 5 people who were waiting for their food. When it was my turn to order, I ordered spicy chicken tenders, but they told me they would be four minutes. About two minutes after that, my order was rang up after getting a lot of assistance from someone who appeared to be a seasoned trainer. The clock was ticking and I had to get back to work. After about 10 more minutes, they ask me "what you have" and I replied spicy chicken tenders. He said that they were out (yes, I know) and that it would be 10 minutes to make more. They hadn't made any yet. They had not even started. At this point I wasted my entire lunch hour just trying to get some chicken, so I asked for a refund and proceeded to be on my way, with no lunch in hand. The food is actually pretty good but this place needs to get their act together. I've never experienced such a problem at a fast food place when...

Avoid this Church's location as if it were COVID-19. I got in line at 1:17pm, finally made it up to the window and paid for my order at 1:33pm (per my reciept). Cashier/Manager named Tariq K. asked my to park at the front of the store and they'd bring my order out to me. I left at 1:41pm. I had just one order for myself, and it wasn't a family sized order either.

I left and continued on my way to work. I called the business so that they can cancel my order and reverse the debit card purchase. No one answered. I called corporate offices to file a complaint. Later in the evening, the evening manager answered and I told him what played out earlier in the day. He said my order was indeed in the store when he arrived but that this Tariq manager refused to process the refund despite not having completed the transaction. I will also be filing a complaint with the Better Business Bureau and following up with Church's corporate offices. The evening manager found my order and my transaction, did the right thing and issued the refund.

If I could leave ZERO stars for this...