Golden Chick — Restaurant in Mesquite

I am writing to express my extreme dissatisfaction with my recent experience at your Mesquite location. Unfortunately, this visit was the worst public interaction I've ever had, and I felt compelled to share the details.

We placed an order through your website and drove to the location to pick it up. However, when we reached the drive-thru, the they had no information about our order. After asking us to pull up to the window, we hoped this was a simple glitch. Unfortunately, it only worsened from there.

At the window, the staff member informed us that she didn’t have our order. I showed her the receipt on my phone to confirm we had already paid, and she immediately told me not to record her. When I asked her about our order, she curtly said, “I don’t need it,” and directed us to pull over. She claimed that if we had ordered through the app, the kitchen staff would have our order but didn't clarify whether we needed to stay in the car or go inside to pick it up.

While I was trying to make sense of the situation, the staff member became increasingly agitated, telling us we were blocking the drive-thru lane. I tried to explain that we were part of the drive-thru traffic, but she responded rudely, “You are not my customers, move, move, move!”

At this point, we pulled into a parking space and I went inside to resolve the issue. To summarize the rest of the experience: I was told the person who yelled at us was the manager, but when I asked to speak with her, I was simply told she was unavailable. I also learned that the location is a franchise, and when I asked for the franchise owner’s contact information, I was told that was not available. I made multiple attempts to reach the owner directly, but two more employees told me that they couldn’t provide any information.

To make matters worse, I was asked to pay again, eventhough I had a receipt. When I returning home, I noticed we were missing a large side of fries and the gravy for out mashed potatoes.

I was told by a staff member that “the customer is always right” is a silly concept. When I tried to explain its importance in customer service, he dismissed me and insisted he wouldn’t lie or allow others to lie on him. I’ve contacted my bank, they say they will refund the duplicate charge. He said the $53 duplicate charge is above their ceiling for a quick service restaurant and without a signature, it's an automatic chargeback.

I’m extremely disappointed by the lack of professionalism, customer service, and basic courtesy I experienced at your restaurant. We weren't the only customers getting yelled at and look at the other reviews! There's no question about the quality of customer service. The employees were right when they said there would be no point contacting anyone because noone cares. They seem to be doing what they were trained to do. That's sad. Your food is actually pretty good and imagine the success you would have in Mesquite if you decided to change the culture at...

When it comes to drive thru service at a fast food establishment, I think I value order accuracy over food quality and this location continues to make mistakes with my order. Wanted to try the golden roast for a change and asked for the 2 piece combo with white meat. Instead I got a 2 piece with 2 of the smallest dark pieces of meat I've ever seen. I've seen some boneless chick-fil-a nuggets bigger than these 2 dark bone-in pieces I received (I wish I had taken a scaled picture of these things). The 2 piece combo comes with a drink or you can choose to sub another side for a drink. I chose to do that, and of course the item did not make it in the bag and I didn't discover this until it was too late. The receipt has a bar code you can scan so that you can go to a website and rate the service you received. I did this. Filled out the whole form online and then when it came time to submit, it did nothing when I clicked the "submit" button. It wouldn't advance to another page, the little logo that "rotates" to let you know the web page is "thinking" didn't rotate. I tried over and over and nothing. Only reason I give 2 stars is that they got my wife's order correct and the rolls (although smushed almost flat) are...

I eat here all the time and I can tell you NEVER go at night especially right before they close. visit early during the day when the workers have a little bit more sense and the attitudes are better. they give you out the right orders and the food is usually hot and fresh.

Edit: new store. Same problems! They legit saw me at the drive thru at 10:30 where I waited patiently until 10:50 with only 2 cars ahead of me. Kept seeing the same man walk in and out the back door, dumping water from a mop bucket. Went to give my order and after a few minutes they shut down the drive thru while I was there waiting.

Yeah. I waited there another 15 minutes just to let the guy at the window know that I had recorded EVERYTHING and was sending it to corporate while he argued that they wanted to go home to justify not taking my order when i was at the speaker 25 minutes earlier. Then he asked me if I wanted anything after I witnessed him dumping nasty water earlier AND sneezing into his shirt sleeve with mucus and spit flying while I sit there. Um, no. Don't visit here at night unless you like long bad service and possible staph/e....