Chicken Express — Restaurant in Canyon

We have visited this location about once a month over the course of the last 5 months. Three out of five times our order was wrong. Two of those times I called and spoke to the manager about the problem. The first time we just let it go and chalked it up to the business having an off day even though we didn't receive two of our sides. The second time, a manager named Devin took care of our problem (we were missing fried okra twice). I told him about the first experience so he offered to replace the entire meal for us. Perfect customer service! Fast forward to a few days ago. We drove through this location over the weekend and were given coleslaw instead of mashed potatoes after waiting in line for almost 20 minutes. That wouldn't have been terrible, but the express tenders were so dried out you could break your teeth on them. Unfortunately we didn't discover this until after we were already home so I called and spoke to a very friendly manager named Maddie (?). I explained the situation and told her about our previous problems and she insisted she would replace both of our meals at no charge. She stated she would write it down in their book so the employees would know when we visited the location again. Once again, despite the ongoing problems, I was pleased with how well management handled it. Well, today we needed a quick lunch, so we went inside to get our meals. I explained the situation to the cashier who immediately told the manager on duty (a woman with her hair pulled back and braided.) The manager approached us without a smile and I explained the situation to her. It was clear by her countenance that I was inconveniencing her. She walked back to the office and retrieved the book. She unapologetically advised us she didn't see anything in the book that matched what I told her. She said all she saw was something about two missing potatoes. I reminded her that, yes, we were given coleslaw instead of mashed potatoes the last time and the chicken was inedible as well. Her attitude was completely insulting as she questioned why in the world the other manager would choose to give us free meals over our "problem." She was insinuating I made a deal over nothing and, at this point, I had to bite my tongue over her vile attitude. She personally made our order and handed it to me with a snarky comment of "Well, I made it so I know it's right this time." No "thank you" or "I'm sorry about that!" No apologies whatsoever for the problems or condescending attitude. Thankfully the food was decent today. However, I will never visit this...

7/15/21 I am amending my review of Chicken Express as of tonight from three stars to two. This is the second time in a month that I've been to Chicken Express and neither time have they gotten 100% of everything correct. Now I realize there is an employee shortage everywhere and I did hear on the news that there is also a chicken shortage due to the loss of jobs at the processing plants. However, if a business cannot 100% fulfill an order they need to communicate that to their customers. Earlier this month my daughter's and I all ordered number ones or number two dinners which involves two sides each and a choice of a biscuit or roll. I always get the number two which is the seven piece and my daughters get the number one which is a four piece. In addition, I usually opt for a roll whereas my daughters usually get a biscuit. Last time we were there, my daughters' chicken pieces were very small to the point they had very little meat on them and it was mostly batter. My meal was supposed to have a roll but instead they gave us all three biscuits. Now we went there tonight after my daughter's work as a swimming lesson teacher, and ordered pretty much the same thing. They did communicate that they were out of mac and cheese but when we got home my 7-piece had four very small strips and one big one instead of seven and they mixed up all the sides in everyone of our meals. I will say that apart from being short my chicken strips (that I did pay extra for!) the sides were correct, just not placed in the right boxes. It sickens me that we live in a time where we are paying exponentially more money for products but we are actually getting less in the form of product and customer service as well as incompetent employees. I try to be very patient, but when it happens more than once it is a choice not to do the right thing by your customers not an accident. Please communicate better.

A year ago (3 stars): Good food and fresh, but took way too long to get through the drive-thru. This is compounded by the fact that we were missing our bread from our combos when we got home. I guess I could waste more time in the drive-thru line by checking if our order is correct, but I...

I love chicken express but this location is disappointing. I am a very patient person but this place has disappointed me nearly every time I’ve visited. When they actually get my food out right and in a reasonable amount of time this place is great and I have no complaints. But recently I’ve had more bad experiences than good ones. I’ve worked in food service so trust me I understand being short staffed, making occasional mistakes or being busy, but I also understand what consistent poor service looks like. Most of the time my order is incorrect. In the past I’ve asked for biscuits and gotten rolls or asked for ranch and received cocktail sauce instead. I’ve been shorted on chicken occasionally, too. Also the older lady (the manager I think?) is rude every time I visit even when I go out of my way to be polite to her. Today I went to the drive thru. I was the only person in line when I ordered. I pulled up to the window to pay and didn’t even get acknowledged for 15 minutes. Once again I understand being busy or short staffed so I tried to give them the benefit of the doubt but it would have been nice to at least be acknowledged even if I would have had to wait a little bit longer for my food. It’s conveniently located across from the college campus but I think from now on I will save myself the trouble and visit an Amarillo location instead.

Side note there used to be the sweetest young girl with a southern accent who worked there and she was always amazing and kind so shoutout to her. I’m not sure who she is or where she went but she was always great with getting orders right and providing incredible service. I wish everyone who works there could be...