Chicken Express — Restaurant in Norman

I frequent this location, and everytime I do I have to ask myself why (even though I know it's for the spicy strips). I'm not here to rant, just offer corporate some constructive criticism.

The last time I went, it was dead (including the drive-thru) and for some reason I had to wait 20 minutes for my food while the employees and manager were standing around complaining about how corporate was making them clock out for smoke breaks and "I'd have to clock in and out 9 times a day." What really set me off was the guy cooking the chicken was high as a kite. Even the manager asked if he was okay (he clearly wasn't). To boot, when I left, I watched him walk over to Sonic and I literally saw a drug deal go down. Clearly I was right. Do we not drug test in 2018?

But I keep coming back because there's no other decent chicken in Norman (RIP Church's). So today, I return only to find the place jam-packed (which is extremely rare). The drive-thru line was backed up past their entrance and out onto Lindsey, and the lobby was all but two tables full. Understandably it should have taken a while. We originally got in the drive-thru line behind a Noble police officer, but after 5-10 minutes we opted to go in and take it to-go. It took 32 minutes from the time I was given change to the time my number was called (per the receipts). What is even worse is that when we were given our food, we saw the Noble officer we were behind still sitting at the window waiting for theirs. Which means that I basically spent 40 minutes to get my food, and the drive-thru would have taken even longer. 40 minute drive-thru times are unacceptable at any business, anytime, no matter how busy. Period.

So I'm giving two stars because the food is usually pretty good, although you guys seriously have to work on that greasy bone-in chicken, or any other fried item. It's all insanely greasy (it creates a pool of it under every piece in the box). Drain it better somehow. Please. This store needs it's inventory managed better too. They're constantly running out of things. This time they were out of Sprite, last time it was okra. I understand strange things happen, but it seems too common.

I seriously feel corporate needs to step in and make some staffing changes. I'd love to contact them directly, but they have specifically set this company up to allow stores to handle their own problems and corporate can't be contacted. So I'm preaching to the choir if I try. Which allows the stores to not care, and run rampant when there's problems. Then it all comes down to how well management can CYA (which I feel this one does very well). Come on corporate, it's 2018, at least offer an email contact. The store just needs to do better, because if you don't, then when a decent competitor returns to/enters Norman (cough, Popeye's), I'm gone. Or if you get rid of the spicy strips, it'll be...

Last week I went to Norman OK Chicken Express and they messed up my order, emptied my gift card and told me it was empty and then charged me for my food. I get home, some food is missing from my order and so I call to figure out my gift card issue and also tell them some food was missing from my order. The person I spoke to was wishy washy and told me someone would call me back and took my number. After getting no call back, I reached out to Moore store and got a regional managers number who surprise surprise had no clue about my situation and the store hadn't told them anything. She apologized for all the trouble and says they'll just replace the entire order I had made. We then discussed the gift card issue and she says she will call back after looking into it. She does so and calls to explain the card had 20 on it when I ordered and nothing on it when I left, meaning they took 20 from the card and then also charged me full price. So they owe me 20$. Okay cool, when can I collect? She says she will figure it out and call back. Flash forward to today and I call to see when I can collect. The store owner calls back and says he's confused and thought it was settled, they replaced my meal. I then explain that the person I spoke to previously said I would get my $20 back and I was just calling to figure out when. He explains that he already replaced my meal (something I haven't collected on btw) and that it should be enough. I explain that she made it clear the food was replaced as an apology and I was still due by $20 they took when they had no right to. He finally caves and says where can I mail you a card. I tell him no, I want cash or a check, as I paid them real money and I wanted real money in return. He refuses and I end up having to end the call because he started yelling at me.

The entire call with that man was him constantly trying to talk over me and talk to me like a child. He made multiple comments about how replacing my meal should be more than enough. I told him more than once, I wasn't asking for anything more than what was promised to me by the regional manager.

All of this is petty to some degree, but in the end....they stole from me, and refuse to repay actual money.

What...

First off I would like to say I love chicken Express. It is my favorite fast food place for chicken, but this location is HORRIBLE. As I pull in I see one vehicle in the parking lot and they were leaving. I go to the drive thru and I'm the only one in line ordered 20 chicken strips. After about 7 minutes or so after getting my receipt I hear the window open thinking it's my order. Lady says "I'm just looking out the window".............. It's bad enough that you can't explain why my order is taking so long but you're already at the window. Why can't you explain to me what's taking so long? Time on receipt 6:25 food comes out at 6:38. I guess that beats the 25 minute wait I had on a previous visit there. I asked politely for 3 plates cups and hot serendipity. Lady looked at me all disgusted that I asked for those things. I said thank you after she handed me them. Just shut the window. Not a "you're welcome" "thank you" or "sorry for the wait" just a get away you're bugging me for stopping here attitude. RUDE RUDE RUDE!!!! This has been 4 times in a row with the ridiculous wait and rudeness. Ive been to the Mustang, Yukon, and Moore locations several times. Excellent customer service and much faster service even when they're busy every time. I live under 2 miles from the norman location, but after several bad experiences here I will go to chicken Express in Moore that's 13 miles away. So unless you like a rude staff and a long wait time DO NOT...