Chicken Express — Restaurant in Decatur

I just visited this location and as usual the service is very bad. Upon entering I walked up to the cast register. There was 4 women with their backs to me having a loud conversation with the cook. I guessing they are are crushing on the cook. After a few minutes the cook mention to one of the woman and she then turned and ask me what I wanted. I ordered livers. She told me it would take 6-8 minutes as it had to cooked fresh. I said thank you. (NOTE: that is the reason I went inside. I know it they do not cook livers until it is ordered, that's a good thing. Well, 6 minutes turn into 10 minutes. I walked up to the counter to ask about my order. The woman said one more minute. Well, one more minute turned into another 8 minutes (so now my 6-8 minute order has turned into 18 minutes. Again, I asked about my order, and again the woman said - ONE MORE MINUTE. Then she turned to the cook and they all laughed. That was to much. I Ask for the manager. The same woman said she was the manager. I ask for a refund. She then ask a different woman to give me the refund. So clearly she lied about being the manager. The woman that came over then had a hard to giving me a refund. She kept swiping her card to no affect. (at this point I was rude, and I feel bad about that: I said apparently nothing here is working today.) She just gave me a LOOK and handed me my money and said "I HOPE YOU HAVE A GREAT DAY". I wish that this was a once off. But I eat at this location weekly. Or should say, I used to. They are the only place in Decatur but there is a chicken place in Bridgeport (Not a Chicken Express). So sad that the owner & manager of this Chicken Express just do not care one bit about customer service. I guess they figure, why bother - where they gonna go. Well for me - Bridgeport. Its a shame that Chicken Express Corp does not manage the owners better. You can not file a complaint with Corp - they refer you back to that store - THAT STORE IS...

I've heard management wasn't the best here, and now I got to experience it firsthand.

We ordered two plates at the drive through; chicken livers/gizzards and fish. They instead brought out a family fish dinner, no chicken liver plate, as well as family sides we didn't want. We didn't notice until we got back to work and couldn't leave again, so we were stuck with the food we didn't order. We ate some of the fish, but we didn't want, need, or order the extra or the sides. Most of it unfortunately went to waste.

We tried to call to tell them but apparently their phones were down. We came in two days later with our receipt to pick up our livers plate, expecting no issues...

And this is where my jaw hit the floor.

"We came in a few days ago and y'all gave us the wrong food. We tried calling but you didn't answer, so we're just here to pick up the livers plate."

"Yes sir, our manager told us about this. If you want the livers, we need you to pay the extra $53 for the food you took."

Yes, that actually happened. They gave us the wrong food and apparently expected us to bring it back so they could give it to the person who actually ordered it, after it had been in our vehicle.

Huge health code violation, but more to the point, what food establishment messes up an order then expects the customer to pay for their mistake???

It's a shame because this is the only place in town with livers and gizzards, and their fish is actually pretty decent. I'll never know again though because we will never come back to this location. I make sure to recommend to as many people as I can to go to Golden Chick or any fast food location in Decatur...

First, I am a fan of Chicken Express so this review is not about the Corp overall but about this location. I live in Decatur, 2 miles from this location. I drive past it and keep going another 10 miles to go to the Bridgeport Store. That folks is how badly managed the Decatur store is. It is not the employees that are at fault but the Manager, Especially the District Manager (who is rude, mean, nasty) and finally the Owner (who cares less about customer service) and should have his franchise taken away. The food is overcooked, dry. The soft drinks cup is {PACKED} with ice and then a little bit of soda is sprinkled on it - think snow cone. The sides are in these tiny cups which are then half full. You get maybe two or there bits from the sides. The last time I went there, I coming back from Fort Worth and did not want to drive additional 20 miles to go to Bridgeport so I stopped at the Decatur store. I ordered Liver. The always have to cook the liver fresh. I was ask to pull up and wait for 7 minutes. 15min later a car behind me was pulling away when an employ came running out with a gallon of tea. I honked at the car to stop, which it did. The employee thanked me for my help. I asked where my order was. "What order?" I showed him my receipt. He said he would get it right away. 10 min later, my order showed up. Nearly 30 min wait. I never blame employees - They are only as good as their training. I implore you to never do business with this location.. When business dies off, the owner will sell his franchise (hopefully to the owner of the...