Chicken Express — Restaurant in Grand Prairie

I want to rate this place at 5 stars, but I just can't. My mother and I are regular customers, because the food is always good. Love the chicken, and the sides. Mind you, the fries could be a touch better. No big complaint there. Also, the chocolate chip cookies are so freaking awesome. The problem I have is with the drive thru.

There are times it runs as smooth as silk. We order, the food is right, and we're great. But most times it goes like this:

"Welcome to Chicken Express, may I take your order?"

"Yes, I'd like a 3 piece! 2 breasts and a wing, with a roll. I'd also like French Fries and Cole Slaw. Then I'd like...."

"Hold on a moment, ma'am..."

" Okay, you wanted what?"

"A 3 piece, 2 breasts and a wing, with...."

"You want a roll or biscuit?"

".... A roll please. And I'd like french....."

"What two sides, ma'am?"

".....French fries and Cole Slaw."

"Mashed potatoes?"

"Cole Slaw!"

"Okay, ma'am. Anything else?"

"Yes, I'd like a 2 piece. 2 wings, and a roll."

"So you want a two piece?"

"....Yes?"

" As well as the 3 piece?"

"Yes!"

"And you wanted a wing and a....?

"Two wings."

"Just wings?"

"Yes!"

"What two sides, ma'am?"

"Mashed potatoes and okra. I'd also like to have a gallon of half sweet and half regular tea."

"Sweet tea?"

"No, half regular and half sweet. It's too sweet otherwise."

"Okay, ma'am," they repeat the order and it's correct. We drive up and pay, and then off we go.

Now, there again are times we get the order home and it's right. However, more often than not, we open the boxes. No spoon for the mashed potatoes or cole slaw. No ketchup for the fries. These are minor gripes. Then we've had an almost 50/50 split on having one item missing, one item missing from each box, or the chicken is the wrong pieces. I've had breasts subbed with a thigh. Sometimes we get a leg. Now, I wouldn't mind the substitution, if we were informed we were getting it. We weren't. I know, it's buyer beware if you leave before you checked the order. We have on occasion, but mostly we are coming from work and it's a quick stop on the way home. So it's a source of...

I have never had a bad experience with Chicken Express until today, I also have not been to this location in years. Horrible Customer service and Horrible Food!

I went inside to order, since I started out in the drive thru and was told to "hold on" I was the only car in the line and it was taking forever for someone to take my order, so I pulled over and parked and walked inside to order. This should have been my first sign to leave.

Upon entering I was the only customer at the counter. Young girl comes from the back and literally stood at the register looking at me and did not say one word until I said "uh hello, are you taking my order??" Another sign I should have left then. 🫤 Ordered and paid then stepped to the side, by this time an older couple was behind me. Once again young girl stood there looking at them and the gentleman says to her, "are you ready to take my order?" SMH

😤 I waited entirely too long for my order, a 4 pc Strips & Fries, I had to ask the girl "are they working on my order or what?" Mind you, I can see all 4 employees in the back attempting to look like they knew what they were doing. Finally get my order, after all of this I get home and the food is TRASH!! The Chicken Strips tasted horrible, like they were old and just reheated. It was 12 noon way too early for that, did I get yesterday's strips!?!? and the Fries were undercooked 😫 the only thing that was good was the Sweet Tea. Just a waste of my time and money.

If I would have had the time I would have driven back and demanded a refund!

Thus the 1 star rating Everything...

I am not sure who decides how long things get cooked, but I ordered the fish Dinner. The first box I got was cold. When i opened the box, the fries were deflated (that means they were cold) The hushpuppies were crunchy and tasted stale, and over cooked on the inside, and the fish was like Jerky, and cold. The outside of the fish was the right color, but it was clearly overcooked on the inside. I took it back and they made me a fresh box. He said 8 mins on the fish. I thought about it and thought, it only takes 2 to 3 mins for fish? But ok.... it was so overcooked, the outside was tough but was the right color, and the inside was VERY dry. Makes me think the fish is just very old. The hushpuppies were stale, crunchy but hot this time. Please adjust your cooking times, and if the fish in the freezer, and hushpuppies are old, you need to rotate your stock. I paid $11 for food that was awful. However, the fries and the coleslaw were amazing. That is why i gave it another star. I don't like giving bad reviews, but they assured me that the box i brought back was FRESH and that they didn't keep fish under the heating lamps..... I believe that somewhat, but i think the issue goes beyond sitting under the lamp. I will continue to order chicken from them. And i miss the old hot wings...