Chicken Express — Restaurant in North Richland Hills

I tried to send to corporate: I am writing to bring to your attention a disappointing experience I had at your North Richland Hills location (5100 Davis Blvd) on Sunday, June 1, 2025, at 5:50 PM.

Upon entering the store, my order (#242) was taken by a Hispanic young man. While I did request my fish to be cooked to order and to have my separate order of fries while I waited, the rest of our interaction was uneventful at that time. However, when I received my order, I noticed that all the items—3 pieces of fish, okra, corn nuggets, hush puppies, and condiments—were thrown into the same box. Although everything was freshly cooked, it was a messy presentation that I was willing to overlook at first.

Upon checking the box, I realized I had received corn nuggets that I did not order, but I was missing the jalapeño poppers I had requested and that were shown on my receipt. When I approached the counter, there was a Caucasian young lady (working drive-thru) whom I kindly addressed about this issue. She seemed to be assisting me but responded with, “interesting,” and took the corn nuggets back. I then sat down to wait for the jalapeño poppers, but after 10 minutes, I had to approach the counter again for an update.

To my surprise, the conversation escalated into an interrogation. The young lady insisted that my order was correct and suggested I could place a new order. This was incredibly odd behavior, as I was a customer simply trying to clarify my initial order and address the return of the corn nuggets regarding the jalapeño poppers that I had already paid for but was not provided. I requested to speak with a manager, and she continued to escalate the situation until the Hispanic young man returned to the register.

When I asked him if he was the manager, he confirmed that he was, but he didn't de-escalate the interaction. I explained my order issues and the unprofessional behavior of the staff. I also inquired about the quantity of sides, assuring him that I had everything except for the 3 jalapeño poppers, which I had ordered and paid for. Throughout this exchange, the young lady continued to snicker and giggle, which only added to my frustration.

Eventually, the manager went to the freezer and retrieved 3 jalapeño poppers with his bare hands. At that point, I felt it was pointless to continue the conversation, as it was clear that my concerns were not being taken seriously and either he was not the manager or he needs more training. This encounter ruined my dinner, and I ended up not eating the food and wasting my money because witnessing the manager handle food without gloves and the poor customer service gave me a visceral reaction.

As a visitor to Chicken Express during my business travels, it is disheartening to experience such poor customer interaction at this particular location. I believe it is important for corporate to be aware of the reasons behind the 3.6-star rating at this store. I hope that my feedback will be taken seriously, and necessary steps will be taken to improve customer service.

Thank you for your attention to...

The worst food place I have ever eaten at. I waited 25 minutes for my food all I orders was tenders and chicken. The staff are nasty!! They play with their hair then touch the food. They don't wear hair nets. One staff had there shirt tied up as if they was at a summer bbq. Others has there shirt inside out. They would come from outside to inside and touch money they touch food. They would grab food from freezer, with there bare hands and put the food in the fryer without gloves or washing there hands. They played with my food. When I asked for my refund, because I was discussed on what was going on with in the 25 minutes that I waited. She said the food was almost done. I said I just wanted my money back they slammed the window. Then not only they SHORTED ME OUT MY MONEY. when I confronted them on it, she said because I didn't give back the two 69 cent teas. I responded NO ONE ASKED ME TO GIVE THEM BACK. She slammed the drive threw window and gave me some random change. She didn't even count it she just gave me alot of change back. Not one person apologize not once. After i literally waited 25 mins. The whole staff was teenagers. One even threatened to call there uncle. I guess he runs the whole things. I don't know I hope you read this UNCLE .to see how your staff...

This is the most unpredictable fast food joint in the area and when I say unpredictable I mean disappointing. One of the things about chain fast food is you can expect them to be open during normal business hours and when they are open you can expect them to have what is on the menu in stock. Well when you roll up here it is a 50/50 shot on both. The front lobby is almost always closed and don't be surprised if you ask for chicken and they are out...that's right I said they run out of CHICKEN as in the word is on the side of the building. This place is terribly managed. The gentlemen that handled my transaction looked like he was a complete slob...crud all over his shirt, untucked and so sweaty be looked like he just finished a P90x session. I can understand if you occasionally will not order enough of one item for ypur stock for the week but this happens on a weekly basis. They are constantly understaffed and the manager is sometimes not there and this is why they close the lobby. Save your money and most importantly your time and grab a bite virtually anywhere else within 50 miles. Someone needs to contact the regional manager about...