Golden Chick — Restaurant in Lancaster

DO NOT EAT AT THIS LOCATION This location has VERY poor customer service, a very nasty work environment, (i.e. the ice cream machine, drink station, lobby and bathroom). I live 1 to 2 minutes away from this location and eat there at least 4 to 5 days per week in which my order is incorrectly made almost every time. Today I went through the drive-thru and ordered my usual, however, this time I specifically asked for my food to be freshly made since in the past it has not been due to that specific request NOT being made (smh!). The person working the drive-thru tells me that they have fresh chicken tenders and fries that just came out of the grease; I asked her how long had the food been out she replied by saying that the food literally just came out of the grease. I said ok that's fine. I get to the window, she informs me that the person cooking the food only made enough fresh tenders and fresh fries for the person before me so I would have to pull around to the front and wait. I agreed to do so in exchange for freshly made food. I pulled to the front right by the door where I could be visibly seen. 15 to 20 minutes later I find myself still sitting there waiting. I finally exit my vehicle, head towards the door when one of the employees finally came out and asked if I was waiting on an order. I told her that I was waiting on an order, however, due to the long time period that it took to make the order I no longer wanted it and needed a refund. She tells the manager Carlos the General Manager that I want a refund. He comes over and asks me if I have my receipt. (Not what's going on, what problems or corncerns can I address/handle) I tell him that I don't, it's in the car and I just came through the drive-thru (the person working the drive-thru confirms this with him). I asked him if he was indeed the store manager and he confirmed. I began to express my concerns about my frequent and often visits to his store as well as the problems that I was encountering; for example, I ask for original chicken tenders, I get home and it's spicy, I ask for ranch sauce because I DO NOT eat gravy AT ALL, I get home and there's gravy in the box, I ask them NOT to put the condiments that they touch with there BARE HANDS inside my box with the food, they still put the condiments inside the box with the food. I could go on and on however I'm sure you see where I am going with this. The part that I can't get over is how the manager Mr. Carlos cuts me off while I am talking, trying to explain to him the type of service that I have been receiving and says if I went somewhere and they messed my food up I just wouldn't go there anymore. I could only reply WOW and ask for corporate's number. How disrespectful and innapropriate; this further explains why the service is horrible at this location! Proper management and customer service begins at the top of the chain! How can one expect more from the employees who are being led, managed and train by a General Manager that is corrupting/bringing down the whole establishment as well as setting this type of standard & tone by saying this is who we are, what we do & represent and our behavior is acceptable. It's sad that I will now have to drive to the location in Desoto, Texas. I really don't even want to give GOLDEN CHICK a penny more of my money however I don't want to judge them all by one locations horrible habits. I will be on the phone with corporate Monday morning as well as the health department! Don't keep this location in business! Take your dollars and spend them elsewhere! Until this location gets a new manager or the current one is properly trained no one should bother stopping by this location! I don't know about you guys but I do not by products I buy good quality...

Horrible customer service since management and employees changed. We will drive a little further for better service. I always get the 3 piece fish combo with zing sauce instead of tarter sauce. (Price increased to $10 lsst year)I had 1 fillet and a half of fillet with 11 packets of tarter sauce laying on top of my fish and the zing sauce in the bag. My husband's fries was thrown in the box with his chicken tenders all mixed together. I'm not exaggerating! I called and spoke with Anna and she wrote my name down and said they'll replace my order and to tell them I spoke with her and was told to come back today because of a 24hr policy so I go in today at 11am and I was told by Maria Rahel that since they only got the fish wrong that's what she's going to give me! There was so much wrong with the representation from the time I drove up and saw young guy drinking in the drive-thru window to my being totally ignored when I walked in! They didn't even know the store number! I felt so cheated and ripped off! My kids frequent this one all the time and say they usually have to check their food before leaving the drive-thru but no more! I'm calling corporate to see if that will make a difference in the quality of service...

This is my 4th visit to this location and I've never been satisfied with the service. The service is extremely slow when going thru the drive thru. Each time I have gone thru the drive-thru it has been more than 10 minutes to get my order when I'm not the first car in the line. It is crucial to check your order as they will substitute without your knowledge or request when they do not have the choices of chicken available. Or will completely leave out special requests and additions. It is amazing that a place that primarily sells chicken seems to never have chicken ready during dinner time and this has happened 3 times that I have visited. Once I visited inside thinking maybe it was just the drive thru but the service was no different. They didn't have 2 out of 4 chicken choices ready. I couldn't decide if it was there lack of customer service skills or just they don't care so I decided I would just visit the one that is a little further from my house and always has chicken ready and much better customer service to avoid further frustration from them. This is only my experience with this location and hopefully they will have gotten it together...