Chicken Express — Restaurant in Lubbock

My family and I decided that Chicken E was the option on 08/08/2020 with my ticket time being 7:41pm. The line extended around the building and into the center lane of 82nd street. after finally making it to the order window which took about 25 minutes I placed our order. 2 of the meals had specific requests of chicken legs and I was told that would be a 20 minute wait for which I replied with, no worries since we had already been waiting 25 minutes. we finally reach the window, pay and are asked to pull into an empty parking spot. I am assuming the legs still are not done, but fresh is the excitement at this point. We then arrive home just to find that the legs are a couple of only things that were fresh. the 9 piece gizzard meal was cold and chewy. The 4 piece spicy tenders meal and fries also cold and chewy. The positive I guess is they gave us 6 tenders, but I would have to assume they were just trying to get rid of them since they were old and cold. I didn't call, nor did i go back to the location because as I indicated before they were busy and I opted to call today, receipt in hand and explain my disappointment only to be told by an Assistant Manager Dolores that there is nothing that can be done because policy indicates and requires the food to be brought back. I then asked for a corporate number and she indicated there isn't one. I then asked for an area Manager and she shares they are not allowed to share that individuals name or phone number. The moral of the story, choose any of the countless other offerings in a block radius. Chickfila, Whataburger, Buffalo Wild Wings, Canes, Popeyes, KFC or...

We went there tonight and had to go through the drive thru as their dining room is still not open for some reason. The food was cold and extremely dry. It's obvious it had been sitting out for some time and was over cooked to begin with. We couldn't even go inside to complain as they are locked up tight. I didn't feel like packing my kids back up just to go back through the drive thru so I just called to let them know we were disappointed. They not only refused to do anything to make it right she argued with me about the food not sitting out that long. It was just very bad food and not very good service either. I'm giving them two stars because when they have fresh food it's good but they do nothing to help you if you have a complaint. Most places don't require you to drive all the way back to replace food they did a poor job on but will let you come at another time to replace it. I guess maybe they make it this difficult because they probably have cold food so often they don't want to make it right unless you jump through hoops. I knew I wouldn't get a refund or even a replacement but a sincere apology would have been much more...

I went to Chicken Express to get our Evening Meal last night! The line was to the entrance but I would not have been in the street - so I entered! After over an hour of waiting in line I did receive a meal at the window! The meal I had ordered was $35.00 plus! But when I drive back home it certainly was void of several items! When I called to complain I asked for the mgr and the girl said she was the mgr snd what was the problem! She was very rude, hateful snd was not willing to LISTEN to the complaint! BUT wanted to accuse me if just complaining about her employees and there were doing a gd job! When you sit in line for one hour - receive about half your order ( that you will have driven over 25 miles to get and return home with it and spend your social security on it snd it was to be the “Treat” for the month!!!!! NO UT WAS NiT! I rn outage you yo double check your order EVERY TiNE! They are not willing to listen to a problem that needs to be...