Golden Chick — Restaurant in Burleson

Subject: Formal Complaint – Poor Service Experience at Golden Chick

Dear Golden Chick Customer Service,

I am writing to formally express my disappointment regarding the service I received at your restaurant on September 15, 2025, at approximately 12:12 PM through the drive-thru.

I ordered my regular meal—the catfish plate with mashed potatoes (no gravy) and the fish fried extra crispy. While waiting, I politely asked the server, Idalia V, for ketchup and hot sauce. Her response was extremely rude: “This is not your order, I need you to drive up.”

When I later discovered my order was incorrect, I had to return. Upon addressing the mistake, she told me she “didn’t hear” my request for no gravy. I then asked for the manager’s name to note on my receipt, and she stated that she was the manager. Her demeanor throughout the interaction was unprofessional and dismissive. When I informed her I would be writing a review about the service, her response was: “Do what you have to do.”

As a loyal customer who typically visits Golden Chick 2–3 times a week, I was shocked by this level of service. Unfortunately, due to this experience, I no longer feel comfortable returning to this location.

I hope you will take this matter seriously and address the conduct and training at this restaurant to ensure other customers do not have a...

I used to go here a bunch, but stopped when it got to the point where they were messing up my order just about every other visit, sometimes outright forgetting to give me items that I ordered. The food quality seems to have gone downhill too (especially the mashed potatoes, they were outright inedible last two times I ordered them and more watery than the gravy). Plus the portion sizes on the sides are insultingly small and pretty much a rip-off. I eventually realized pretty much the only reason I was going there because I love the seasoning they put on their spicy tenders (and even then they would often skimp on it, since they sprinkle it on after cooking the regular tenders instead of having a different batter or whatever for them). If you're wanting fast-food chicken, just go to the Chicken Express up the road, the food is better overall and you get more food for your dollar.

Edit: over a year later, and their customer service is still horrible, consistently messing up orders, it's like they're not even listening to me. On the plus side, at least they haven't given me watery mashed...

Ate here frequently and it used to be great; now, it feels like a district manager came in, made "policy changes", and now they focus solely on margins and not the customer. Just flagrant gouging.

Side quantities have become laughably tiny (small order of fries is $3 and my last order had fewer than 20 fries... more than 15 cents per fry) and lower quality (they changed the fries from their unique, batter-fried style to mushy, bland, school-cafeteria style).

Worse, most of the food I've been given has been old. Rolls have been hard, fries soggy. Like they make too much up front and refuse to throw it out after it gets past best quality.

Twice in a row, an item was left off of my order. Starting to feel intentional to maximize margins.

So compared to 3 months ago, you get a smaller amount of old, lower quality food for the same price.

I will not be back. I do not want an apology or a free meal. I want this method of conducting...