Cowboy Chicken — Restaurant in Irving

I went to this store today to pick up an order for door dash , I walked to the area that says pick up orders , was not greeted just immediately asked for the name of the order I say the persons order I’m picking up , I went ahead and confirmed the order was picked up before Kailey the general manager brought the order over to me because door dash Times there silver users in order for us to get high dollar pick ups , anywho I went to grab the bag when Kailey comes back over she legit snatches the bag from out of my hands, held on to it and stated to me you people tend to steal the orders so i have to check and make sure it’s confirmed ,I tilt my phone to show her it’s confirmed shocked by what she said a reassured her that I don’t steal and that I confirmed the order .After she seen me confirm it I went ahead and asked for her name because I wanted to speak with corporate about my experience because her snatching the food out my hand made me feel uncomfortable as well as the comment she made . The number on the website routed me to call the store and she got on the phone and repeated again what she had said at the store , I asked her for the corporate number she gives me the regional manager Michael number and tells me “oh I’ve already told him what happened so “ …. Then went on to be combative with me on the phone when I tell her she made me feel uncomfortable with what she did and said … so I just hung up and called Michael . As soon as I get on the phone he knew who I was before telling him who I was and went off saying I’m lying ,what I said happen to me I made it up he knows his employee very well . Like at this point I’m like run the cameras for the snatching the bag from me part as far as what she said no one was around us to vouch what happen but I know what happened to me it’s cool though I simply said God bless you and hung up . Granted people do steal but I don’t and I did everything I was suppose to do and to be treated that way by both Kailey and Michael was unacceptable. It’s fine though my voice will be heard I will find a way to make sure somebody knows about this . It definitely gave racist

Michael...

Food is good but you have to verify it is correct. Management and customer service is non existent though- my review to their corporate office based off my experience is listed below:

My experience with this location was sub-par at best. The young ladies at the counter were a pleasure as well as the manager in training, unfortunately I did not get any of their names. However, Francis, who I was told was a manager, had horrible Customer Service skills. I asked for extra ranch and chicken cracklin, so I was told to wait a moment while they got it together- remind you, my online order was for a 11 AM pickup and it was already 11:10. I proceeded to wait, and then eventually went back up to the counter after Francis put my to go order in the pickup section WITHOUT notifying me- the guest who was right in front of him when one of the young ladies let him know what my request was. When I asked why was I not notified that my food was ready, when I was already waiting in front, he simply said "I didn't know if it was for you". No apology given, no verifying that my order was to my liking, no anything. As a matter of fact, Francis treated me as if I was the least of his concerns, even though I was one of the first customers of the day. The Manager in training as well as one of the cashiers saw the interaction, and tried to make sure that I had everything I needed, and I appreciate them for that. However, I just got back to work and see that NO extra chicken cracklin was put in the salad as told, and I was given ONE extra ranch which was barely halfway full. To top it all off, there were literally 2 cheese crisp in the salad, and those are my favorite.

So what I've learned today is that management at this location will not do a thing to help their customers- they will look you in your face, watch you wait, and provide no assistance. The team members and managers in training will however help you, but still verify your order is actually right so you don't end up unhappy at work like me....

My name is Ross Clark. I work in the Hvac industry. With the current corona virus pandemic and the size of our truck we can't go through drive throughs and practically no one will let us come in l. As a result most of the time we are lucky to get a gas station hotdog. Anyone that has had their air conditioner changed knows it's a mess. Takes us forever to load up get food and return to the home we are working on. Now on to my first experience with Cowboy Chicken. I apologize because I did not catch her name but the woman I some to on the phone was amazing. I explained to her I was a first timer and my location had sketchy cell service. She was very knowledgeable about everything and suggested the perfect meal for my partner and myself. Once the order was placed she asked what time I planned on picking it up. I was like ahhh man I thought you had delivery available. She explained that her driver was out running calls and it would be awhile. No problem there I was willing to wait. Roughly 20-30 minutes later she pulled up with our food. I recognized her voice from the phone call. I have to admit with all the chassis going on across the country right now that was so amazing of her. The food could of tasted like gas station chicken at that point she had already won us over with such amazing customer service. The food however was amazing. The chicken was juicy and tasted so good. Fried okra that tasted like grandma made it. The potatoes and mac n cheese had that home made feel too! An that sweet tea tasted like heaven after being in that 140 degree attic. I will without a doubt eat their food again. This was the Irving location. Well done everyone that was involved in our lunch I tip my hat to a job well...