Urban Bird Hot Chicken — Restaurant in College Station

EDIT 3 8/15/24: I went in today to get another order of fries. They did it again. Told me I couldn’t get any extra seasonings on my fries. Even though I told the lady making them that I’ve already spoke with upper management directly about this and was told I could get whatever spices on my fries I wanted. She became visibly upset after I explained this to her (I even got a free meal last time after I complained and was told that management would clear up the confusion with staff). I think I’m done with this place…

EDIT 2: Almost immediately after leaving this review a higher up in management called me to clear up some confusion. I was very surprised by that, and very appreciative.

Apparently there's been a breakdown in communication between corporate or upper management and this stores staff. You ARE allowed to put extra seasoning on the fries (hot, extra hot, etc.). So I've changed my review back to 4 stars. If any of the employees try to tell you that you can't put extra on there, they're wrong. Editing my review because of an experience I had coming in today.

So I really do like the food here, even if it is overpriced! But something has been coming up lately every time I come in that's caused me to drop my review from 4 stars to 1 star.

I always order the Tijuana fries, they're my favorite item from this place. I always ask for them to sprinkle a little bit of the extra hot spice mix over the fries. For the past 2 times I've came in they tell me they can't do it. When I ask them why the only answer I get is "because the GM told us we can't." Ok??? But why does he say that? I know it doesn't have anything to do with cost... it's not like they charge you extra for getting a hotter spice mix on the regular chicken. When I ask if they can just use the Extra Hot Chicken instead of the regular, they also tell me I can't do that.

I truly can't wrap my head around WHY I can't just get a little sprinkle of spice on my fries. I even offer to pay for it, but they still say no.

I like my ** HOT!!!! This is literally the equivalent of me asking for extra salt or extra pepper and being told no.

The cashier always seems to be in a bad mood as well.

There's one lady in particular that you can tell doesn't want...

I was pleasantly surprised to find this place was REALLY good! I was a little apprehensive after seeing the negative reviews but i'm glad I took a chance. Maybe they're under better management? I don't know but the food was delicious and the service was stellar. We got 2 of the Sando combos which come with chicken on a brioche bun topped with slaw, sauce, and pickles. This was everything I'd hoped for since I went with the extra hot (hella hot!) sauce with it's nose-dripping effect but still tasty enough not to send me directly to the restroom. I think I could handle the hottest option (Will Burn You Twice), but as the title implies, you will not have a good after effect and this is something I don't particularly yearn for in my older age. I should also mention the chicken size it quite large and filling. The combo came with ridged fries that were seasoned and yummy. My children got kids meals which are $8.25 but they come with a small concrete dessert. They both thoroughly enjoyed getting a chicken and waffles but one of them could not eat it all. Now back to service, since this seems to be what everyone docks them on. I was greeted by a young man that was outgoing and held a smile the whole time. He was patient with us newcomers and out of almost the whole family that opted for non-spice options, he held a peculiar smirk when I was the only one that ordered extra hot sauce. I saw this glimmer in his eye like we had an imaginary fist bump. This I appreciated. Then when we needed the concretes later, there was a line forming but a woman was patient with me as we figured out what they needed. Inside the place was well decorated with a giant notable rooster that my kids forced me to sit next to. We had all around pleasant interactions that beg me to give this place 5-stars. I will surely be back when my wallet...

Most useless staff I’ve ever scene. They consisted take almost an hour to fulfill an order, and last time I waited 1.5 hours to get my food. The manager gave me a coupon for a free 1/2 order of urban fries with my next order. I bring it and the employee with the black big T hat just kind of avoided helping me and kept telling me “idk how to do it “. There’s no barcode on this coupon, and the manager who gave it to me last time specifically told me that I could use it even with an online order (since trying to order something in person here is a minimum 2-hour ordeal) . The employee then tries telling me that it has to be an in person order, which isn’t mentioned on the coupon whatsoever. Eventually he builds up the work ethic to call a manager, who simply explains to him how to do it on the pos system. Then the employee with dreads & an nba bulls hat start getting into it with the T hat employee because the restaurant is backed up with customers and this guy is taking forever to give me a basic order of urban fries. Eventually half the restaurant leaves because nobody is getting their orders taken, and those who already ordered aren’t getting their orders at all. Also, the T hat employee has his kids in the corner of the restaurant by the register and is yelling at them to stay in the same place, as they kept walking back & forth in the restaurant getting in the way of customers.

This whole place is ridiculous everytime I go here. The food is good, but not worth the price at all when you factor in how terrible the service here is. No leadership & no direction. Ridiculous. I spent an hour here for an order I...