Bojangles — Restaurant in Prattville

Subject: Complaint Regarding Poor Customer Service at Prattville Bojangles

Dear Bojangles Customer Service,

I am writing to formally express my disappointment with the service my friends and I received at your Prattville, Alabama, location on March 9th before 11 AM.

We placed an order for three meals, including the pimento chicken and the blueberry chicken. However, after we had already paid, waited, and received our order, we were then informed that the location does not serve the pimento chicken sandwich. The cashier should have made this clear before we completed our purchase, as this mistake contributed to the overall frustration and confusion.

Additionally, after being told to pull forward and wait, we experienced a significant delay. An employee later came out asking for our receipt, raising concerns about whether our order was even being processed. We then went inside to follow up, where we were assisted by an employee named Ericka, who made every effort to resolve the situation professionally.

However, when I spoke with the store manager, Paris, over the phone, his response was subpar. Instead of acknowledging the multiple service failures and prioritizing customer satisfaction, he insisted that we could either receive a refund or have our food remade—but not both—despite the clear inconvenience we experienced. His dismissive attitude made it seem as though we were trying to get free food rather than simply receiving the correct order or a fair resolution.

Ultimately, Ericka refunded our money, but the entire ordeal delayed us by 45 minutes, causing unnecessary disruption as we had a two-and-a-half-hour drive back to Atlanta, GA. Given how well Ericka handled the situation compared to Paris, it is clear that she is more capable of managing customer relations and should be in charge.

I hope Bojangles values customer service and takes steps to ensure better management practices at this location. I would appreciate a response regarding how this matter will be...

1st. and last visit. I honestly don't understand how the owner can pour so much money into opening this Bojangles to let it run so terribly. Is the owner just absent? Went tonight to try it out. I was the only car in the drive through and the dining room was almost empty. That to say, they were not busy at all. Got home and realized that the "berry biscuit" was missing. The "bo rounds" were super hard and tasted like they were sitting out for hours. Not fresh at all. I had to ask for my tea that wasn't brought out with the order either. My grilled chicken sandwich was cold and the lettuce looked like a leaf that should have been thrown away. My prediction is this location will close within a year. Again, WHERE IS MANAGEMENT...

The owner responding gotta be auto generated because there is no way a BUSINESS OWNER would allow that kind of service to be given at their establishment and think that business will continue to thrive. My 1st time trying Bojangles in Montgomery a few months ago was amazing (the food was fresh and service was good). Now the Bojangles in PRATTVILLE needs to be revised ALREADY (food is horrible always cold and long wait time…customer service is a ZERO)….i will not be returning until I hear a HUGE ANNOUCEMENT about fixing this location…..STAY AWAY UNLESS YOU WANT A...