Church's Texas Chicken — Restaurant in Monrovia

Edit: My initial review was based on my first visit to this location. Since then, I have been back about 8 times. Each time there has been a problem of some kind. At first, I just dismissed the issues as happenstance. Stuff happens, even at the best of restaurants.

I want to be clear that the issue is not necessarily due to the employees themselves. After this number of visits I have determined that the problems are systemic.

The biggest issue I have with this location in particular is that the lobby is frequently closed. For all I know they have permanently closed it but I'm given a different story each time. Three times it was "a leaky roof". Another time it was a staffing issue. After 6 instances I'm certain I'm being lied to.

I last visited on Saturday at 6:30 p.m. by Uber and the lobby was closed again (I had to pay an additional fee to have driver take me through the drive thru). I was told they were out of spicy chicken and that it was going to be a 25 minute wait. I knew I couldn't reasonably pay the Uber driver to wait 25 minutes so I ordered regular recipe. But, in the end it took 25 minutes for our car to get to the service window. So, 6:30 on Saturday.. lobby closed, out of chicken, a 25 minute wait to get my second choice all to find out I could have gotten what I wanted because they took nealry a half hour to serve me.

Food and service quality issues are rampant. The most dangerous was that my last order was actually undercooked. Other annoying issues are when they give me strips instead of actual chicken, they don't include the sauce I ask for and give me a receipt so stained with grease I can't use it for the reward program.

All of these problems are the direct responsibility of the owner/franchisee/manager. Poor training, annoying policies, absentee owner.. maybe I difference?

Church's Chicken is great. This location is an anomaly. I have been to other locations and am nearly always satisfied.

As of right now, I refuse to visit this location of Church's Chicken because of my experiences. There's Popeye's and KFC that are actually closer so I'll have to go there instead.

Original review: Love Church's Chicken. I couldn't open a digital coupon but the manager honored it...

My family has been eating Church’s Chicken since I was a kid—it’s what my grandma always bought. Sure, there are better fried chicken places, but we come back for the nostalgia. After today, never again.

We pre-ordered our meal through Uber Eats a day in advance for pickup at 6pm. When I arrived, they told me they didn’t receive my order. A few minutes later, a receipt suddenly printed out and they said, “Oh never mind, just got it.” They prepared and handed me the bag and I left. On the way home, I checked the bag—wrong order. I called my family to let them know I’d be late and went back to the store.

Here’s where it gets worse: the person whose order I was accidentally given was now in the store. They took the bag back from me, repackaged the exact same food (after it had left the store with me), and gave it to him. Totally unsanitary and unacceptable.

I showed them my Uber Eats confirmation with the pickup time and store address. The cashier apologized and said they’ve had issues with online orders. I figured they’d remake my food, but instead she spoke with the manager and came back to say they couldn’t make my order because it didn’t print on their end. I literally had the receipt on my phone. It felt like they thought I was trying to scam them.

The cashier seemed to genuinely feel bad and was just following orders, but the manager stayed in the back, eyeing me suspiciously, never coming to speak to me directly or resolve the issue. So not only did I waste over an hour of my time, but I went home empty-handed to a hungry family that had been waiting. We drove out of our way to come here because of the memories tied to this place, but after this experience—nostalgia isn’t enough.

You’ve lost a...

July 2022 - Yes I'm reviewing fast food fried chicken, lol. Went on a Saturday around 3pm. Was greeted by a seemingly impatient male supervisor. Didn't hear our order correctly at first and kept talking over us when we tried to clarify. Alright fine.

Then while he was gathering our order into a box, we noticed he left out a biscuit (was supposed to get 2). As soon as we opened the box, the man said "Yea the biscuits are in there."... hmm we didn't say anything to him before about missing items so it seemed like an odd comment the make right away.

We brought it to his attention that there's one in there but we were supposed to get two. He reluctantly gave us another plus an extra with a "there you go". The extra was nice.

I don't want to assume anything but with the odd comment plus the attitude, it did cross my mind that the 'mistake' was intentional. I didn't expect an apology (and didn't get one) but if it was intentional, maybe next time save yourself the trouble and just try to be patient with a...