Chicken Express-Rowlett — Restaurant in Rowlett

I’ve never written a bad review before, but this one is well deserved. I’ve been eating at this location for years, but within the past few months, it seems like it just nose dived. In the past, they’ve given us the wrong order, or just forgotten items. I got over it, and fixed it myself. But this experience I had today, makes me want to never even look at a Chicken Express again. We just waited over 10 minutes for an order of mashed potatoes, 2 cheese sticks, and three rolls. Pretty simple order right? We got to the window, a little annoyed that it had taken so long, when they usually bring small orders out to you so you don’t have to wait. This has been the standard at every Chicken Express I’ve been to. My order was $6.22, I got my receipt where the tip was already added in, in the amount of $6.22 making my total order $12.44.... That obviously isn’t right. So the employee calls the manager over, and that’s when the real fun began. (I asked the employee after everything that happened what the manager’s name was, it’s Cindy) Cindy was totally incompetent. In the middle of me asking for silverware, and napkins (because I didn’t receive any) she screamed “OH MY GOD” and the window slammed. We could hear her talking to her employee (very unprofessional) through the window. I had to wait a longer amount of time to receive the things I tried to ask for before I was RUDELY interrupted. My account was charged several times when she told me the charge should have fallen off.. I called her to let her know that it had still not fallen off, and my bank account still shows being charged multiple times. This woman screamed over me on the phone, repeating the same ridiculous stuff (I would be in the middle of talking, and she would just start screaming over me, I literally had to ask her to please grow up, and asked if this is the way a manager should talk to a customer). The way she acted made my boyfriend laugh because WHO TALKS TO A GUEST LIKE THAT?? I asked for a higher up manager, to which she informed me she was the owner. There has to be someone higher up than her, if not then I feel TERRIBLE for the employees working under her. You can tell they’re super stressed because of their crappy micros system, and obviously POOR management. Chicken Express, DO BETTER. I have been in the service industry for a very long time, and never IN MY LIFE would I speak to a guest at my establishment the way Cindy did. I will not be returning to this location, and I’ll advise everyone I know to do the same. If any higher ups from Chicken Express see this, please feel free to reach out. I would love to discuss coaching opportunities for management. They obviously are...

I stop by a few times for a tea and okra and the drive thru lady Lisa is awesome. She always smiles and is very friendly and offers great service. Thanks Lisa 💙 But let me say this past Sunday 8/24/2025 was a different story! GM-Mr. Erik only heard the side of his employee that did NOT take the order that I told her drink was wrong and that I had ask for the larger drink and the one taking my order did not listen. I dont know what she said but Mr. Erik came to the window and ask me what I ordered and I tried to explain to him I ask for fresh okra and the larger tea and he said with an attitude okay we are making it and I said when I come through it's always a problem unless it's Lisa. He replied okay ask for a manager but someting about talking to the employee which I wasnt rude just told her that drink was wrong and she closed the window and went right to Mr. Erik. I replied I just do not want the order today and he said JUST DONT COME BACK. I repeat JUST DONT COME BACK. I guess he doesnt care about business or nor does he understand I am the customer and without customers Chicken Express Rowlett would'nt be in buisness. General Manager Erik there is other Chicken Express would be glad to have my business and maybe you should treat us customers like Lisa treats us. NO matter what she always has a smile and I know she would have just fixed the problem whether she believed I was in the wrong and I would have NEVER heard JUST DONT COME BACK. You are the General Manager not the owner, so pass this along to the owner and see if he approves of YOU telling paying customers...

We went through the drive through and the young girl that took my order seemed to be bothered that I was there. That started the issue. We pull up to the window and she doesn’t say anything, just takes the credit card and closes the window. Opens it and hands my card and the receipt to me then just closes the window again. We wait in the car while I watch her bite and chew her fingernails as she turns her head away and ignores us as we wait over 8 minutes just to have her open the window and swing the bag to me. I take the bag and she just closes the window and turns away. I see another young girl looking and I mouth to her that the other girl is rude. She opens the window and asks what I said. I told her the other girl was rude and should have said thank you or something. She said ok, closed the window and smiled to the other girl when she asked what I said. Obviously she didn’t care any more than the other one. Such a shame. I’m glad Canes is just down the street so I will never be back and hopefully anyone I know...