Church's Texas Chicken — Restaurant in Tucson

If I could rate this review with negative stars I would. Horrible, appalling customer service. I ordered two meals and waited in the drive thru for at least 5 minutes, which is fine because I figure my food will be fresh. I get to the window and the girl at the drive thru window Betsaida Maldonado, a crew member, asks me to repeat my order because they obviously hadn’t rang me up yet. I repeat my order and she gives me my total. Even though my tone of voice was even and professional I’m sure my face didn’t hide the dissatisfaction from realizing they hadn’t even started my order yet, therefore she took my card and paid my order and slammed the window shut with an attitude. Then she came back to the window after another minute or so and told me that I would have to wait 4 more minutes for fresh biscuits. I didn’t mind the wait, but I didn’t want to park my car and I stated that I would just wait in line. She tells her manager that I didn’t want to park. The manager Carolina Valdez, comes to the window at this point and asks me to park my car in the front to wait for fresh biscuits, that it would be 4 minutes. I explained to her that because I had already waited behind another car for over 4 minutes I didn’t want to park my car and I would wait in line. She turns to the other team member and tells her to refund my money and again slams the window. I then proceeded to wait in line for another 3 and a half minutes, (I timed it) then the manager opens the window and holds out a receipt for my return and stated that she refunded me my money, I didn’t reach out for the receipt In time and so she threw the receipt in my car. I asked her for her corporate number and she said for me to get it online and slams the window shut again and proceeds to lock it. I then parked my car and went into the store to get the names of the workers who I’m referencing and proceeded to wait in line again for at least 5-9 minutes while the 4 workers in the place ignored the woman before me and myself. The woman in front of me got tired of waiting and left. Then another manager came up and I asked her to give me the names of the manager (Carolina) and the crew member (Betsaida) that way I could file a formal complaint. I was given the names and I walked out. The entire time I never once raised my voice, became irate, or vulgar with these workers. I worked customer service for many years of my young life and never in all the years would I ever have insisted the customer do something they were dissatisfied doing, furthermore to process them a refund when it wasn’t requested just because I felt like I didn’t want to deal with the situation. These young ladies need to mature and learn some good customer service skills if they are going to be working in customer service related jobs. The way they acted today is as if they ran the place, and it interests me what the franchise owner would think of them taking matters into their own hands and making a bigger issue from nothing due to their immaturity and unprofessionalism. I will never return to this location or any other location affiliated with...

The Hours of operation are advertised as open until 10 pm on weeknights. I arrived at 9:45 pm and parked my motorcycle, then proceeded to the lobby. This is preferable for those wanting to avoid the risk of drive-thru disaster on a motorcycle. I usually don't use drive thru windows when riding. However, finding the lobby locked up tight meant only one thing; I would be required to take my chances in a driving space with no escape route, frequented by hungry, and often distracted drivers. But, it was getting late and the risk seemed minimal. It was 9:47 - ish, when I arrived at the menu/speaker in which you place your order, and waited a couple of minutes to be told to wait some more, which I did. It was about 9:50 now, and I realized that a scheme was being played out, and my chance of ordering and purchasing what I came for were dwindling by the moment. For as I sat waiting, it became clear that the priority of the staff was not the making and selling of fried chicken. No, that enterprise had been supplanted by the importance of locking the doors, getting "Closing" duties completed and any unfortunate "Pesky" customer would wait until such time that preparing fresh chicken would no longer be an option and could be justified as a responsible decision. I watched staff take garbage out 3 times before being given an opportunity to order. It would seem to be too late at this point, but I think this is how the scheme is played out, at the customer's expense. It now is clear, BEFORE my arrival, almost 15 minutes earlier, the staff had no intention or desire to provide service to anyone but themselves. Closing up and getting on with what is important to them was the singular priority, reserving absolutely none for any unfortunate customer who happens to come along, albeit late, but during hours of operation non the less. When I pulled up to the window and asked for the Manager's name, I was met with angry refusal, then violent intimidation by ripping open the window in a threatening manner, then finishing his tantrum with a childish insult about my motorcycle's perceived appearance.

As I write this, the fix or remedy for such an occurrence is unclear to me. Some, I'm sure will find the fault to be solely my own, and any attempt to bring attention to what occurred, a waste of time and effort. Personally, I only find offense in the way in which the young man used intimidation as a tactic to defend what he must consider to be right. I believe many of that generation to be product's of their environment, just as I surely was when figuring out the whole "life" thing, responsibility, work ethic, and what a difficult time it can be discovering that work, involves, you guessed it, work.

I thank God that I never really got what I deserved, and was blessed to work with some very patient people. Some things just don't get a pass however. Sometimes answers are offered as questions. And, when life keeps giving the same lesson, ask the right question. What is the...

While the food itself was good, the service I received—specifically from Karla—was incredibly disappointing and unacceptable. I placed an order at 10:05 AM and arrived to pick it up, only to be completely ignored for 15 minutes. Karla did not acknowledge me or ask if I needed help until 10:20 AM, at which point she casually told me they were still waiting on chicken. I finally received my food at 10:28 AM—over 20 minutes after ordering. By then, I was frustrated and just wanted to leave.

What’s the point of opening at 10 AM if you’re not fully operational and don’t have all menu items available? That alone was disappointing, but it got worse. I had ordered an extra biscuit, and before leaving, I specifically asked Karla to confirm that both biscuits were in the bag. She said yes. I trusted her because I was running late for work, only to get to my destination and find only one biscuit in the box.

Not once did she apologize for the delay, offer any explanation beyond “waiting for chicken,” or try to make up for the inconvenience—not even with an apology, or any gesture of courtesy. The lack of accountability, professionalism, and customer care was unacceptable.

This experience was frustrating, disrespectful of my time, and reflects very poorly on your store’s standards. I hope this is addressed properly, because no paying customer should be...