Church's Texas Chicken — Restaurant in Sugar Land

Warning Be prepared to wait for a long time and to not get all of your order!

My four year old son and I wanted something quick to eat, boy were we in for a surprise. I placed my order for the new "Spicy 8 pcs Feast" included Your choice of 8PC Legs & Thighs or 8PC Tenders served with a large classic side, 4 NEW! Cheddapeño® Biscuits, 4 jalapeño peppers, and Church's® NEW! Signature Hot Sauce, and a half gallon of sweet tea on the app at the location at 8:15pm, and the stated that my order will be ready at 8:18pm. At that exact time, I pull up to the speaker and told them "I made an online order" I was told to pull up to the window, behind a another vehicle that seemed to have been waited awhile for their order. After a few minutes maybe 5 or so, its my turn at the window. I was greeted by Augustino, after confirming my order, he states that my order would take another 12 minutes to complete. Long story short, I did not get my order until nearly 8:40. Augustino hands me the sealed brown paper bag. I then asked him "Do You have my order complete?" as he looks over the half gallon sweet tea, grabs it and hands to me and says "Yes". Giving him the benefit of the doubt I said "ok, good" We get all the way home, opened everything up and guess what? No Cheddapeño® Biscuits in the bag. Tried to call them at the store, they did not even care enough to answer their phone.

To Augustino - clearly I didn't mind the extended wait time for my food, I get it, you seemed under staffed, but when you had all that time, you could have at least made it up by making sure the order was completed accurately, especially after me asking you to make sure that it was. You clearly brushed me off and sent me on my way.

To the Owner and Operator of this location # 6099, please make sure that your manager Augustino gets the proper training and assistants needed to make this location function the way it should. Especially, after reading all the other reviews that were left commenting about him. He desperately needs it. I have done and spent my time in the "Customer Service" industry, I know what it takes and how it should be. I wasn't expected to be "WOWed and Amazed", I was only expecting to get exactly what I had ordered, but that clearly did not happen.

This experience failed in every aspect one after another, when given so many chances for recovery

Overall, Food is good, well, what was received that is. Customer experience - it was pretty bad, just to say...

1st off..I've been going to churchs all my life. Each time I go to churchs, I ask for more legs than thighs, and its never a problem, until today. My family and I walked in, we were some what greeted and i proceeded to place my order. I asked for the $15.00 family meal, which comes with 2 large sides (mashed potatoes and coleslaw) and 12 pieces of chicken. Before my order is paid for, I asked the manager if i could get more legs than thighs? She tells me no! Its half and half, mind you im the customer and I should get what i want. I told her that ive never been told that i could not get more legs than thighs. Then ahe asked me which churchs have i been to? Awkward, but I answered and provided her with the geographical locations. I don't understand why she asked me bc she still said No!.. Then im like ok cool, F it! Can I swap the coleslaw out for a different side she told me no again, and that it was a franchise and they don't do that. Buy this time, im mad as hell! Bc she was not trying to be helpful at all... Even for whatever reason if they policy want allow substitution, I feel she could at least said, hey ill do it for you this time but in the future we will not be able to do so. I would have felt much better and went back to the location. Thats what a good manager would have done. Not stand there and be standoff ish and just say No. The manager on duty was the short chubby lady! I will never return. That was my first and last time. Then on top of all ,that we has to ask for a rag to clean the tables. She was so concerned about chicken thigh and side substitution, that she forgot about her lobby tables! Never will I ever return. I will also tell anyone I know not to visit this location. The customer service is very poor and the...

This is probably the worst Church's I've ever been to. I've paid for things I've never received. The drive-thru speak is at like Volume -5 understandability -10. There are times we've gone at like 3PM and they say they're out of spicy chicken? And not making anymore. Like what? You're open till 10 what you mean you're not making more? Also I'm pretty sure at least a few times we've been given literal vomit instead of white gray, totally inedible had to throw it away. The biscuits are hit or miss, they're either decent(never good, don't get your hopes up) anyways they're either decent or actual deadly weapons. Like you could probably chuck that at someone and kill them - kinda like a Red Koopa shell but in real life. BUT sometimes and I do mean SOMETIMES the strips and chicken are actually really good. And while the service, and the billing, and sometimes the food is garbage at the very least -- the worst Church's Chicken is still better than...