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Business Profile

Restaurants

Church's Texas Chicken

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Church's Texas Chicken's headquarters and its corporate-owned locations. To view all corporate locations, see

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Church's Texas Chicken has 115 locations, listed below.

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    Customer Complaints Summary

    • 130 total complaints in the last 3 years.
    • 58 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On or about 12/15/2024 I placed an online order. One of the items was corn of the cob. Upon arrival at the ******, ** location I was told the restaurant no longer served corn on the cob and that I would have to get a refund through customer service. Since that time I have emailed at least 5 times with no reply. I have called at least 8 times and kept being told my complaint was being escalated and someone would respond back. I was told messages were being forwarded to the owner, area manager, and district manager to return my call. Over 6 months later I received no response. I called the area manager phone number on the business door and left 2 messages with no response. I called the store manager and asked why the area manager was not calling back. The store manager a ***** yoa Hispanic female whose name I reported in earlier customer service complaints was extremely rude and basically told me I complained all the time. I have had several issues with this location with chicken being very dry or the wrong pieces being put in my order. On one occasion the wrong pieces of chicken were put in my order. When I returned to the store to get it correct pieces the cashier took 2 pieces of chicken from one rack and the 3rd from another rack. The chicken was supposed to be spicy. When I questioned him he admitted giving me a regular piece of chicken without asking me. I questioned that same female manager who seemed unconcerned, but subsequently made an order of spicy chicken after I protested. I am requesting a refund and a callback from the district manage to discuss why my complaints have gone unanswered for over 6 months and the rotten attitude of the staff at this location. I eat at Churchs chicken the next town over at least 3 times as much and have never ever had a problem with the food or staff. *************,** location is top notch

      Business Response

      Date: 06/24/2025

      Dear Myron Wilson,

      We hope that this email finds you well. Thank you for
      bringing your concerns to our attention. We want to assure you that we have
      received your message and are taking it seriously.

      We will be reaching out to the Market Leader of the location in
      question to make them aware of your concerns. Furthermore, we will
      request that you are directly contacted to address this matter and provided with any
      necessary assistance.

      Customer Service

    • Initial Complaint

      Date:06/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im writing to share a concerning experience with an online order placed through the churches Texas chicken app at the ************** location in ******* on June 9, 2025.When I arrived, my order wasnt ready, and I ended up waiting over 30 minutes. During that time, I observed staff handling food, money, and personal phones without washing their hands or wearing gloves. When I asked about this, I was told gloves werent required. I have video evidence of this.Due to the unsanitary conditions and long wait, I requested a refund, but was told it couldnt be issued because I ordered through the app. I still have not received a refund.

      Business Response

      Date: 06/24/2025

      Dear Nicole Stell,

      First and foremost, thank you
      for being a valued customer. We greatly appreciate your patronage.

      We want to sincerely
      apologize for the long wait time you experienced during your visit. We understand
      how frustrating this is and strive to provide timely service.

      Additionally, we appreciate
      you bringing your recent experience with the Church's Texas Chicken app to our
      attention. It is disheartening to hear about the inconvenience and
      unsatisfactory conditions you encountered. Your observation of staff handling
      food, money, and personal phones without proper hygiene practices is especially
      concerning. Please rest assured that we take this issue very seriously. I am
      forwarding your concerns to our Marketing Manager and requesting that they
      address this matter with the staff immediately.

      Regarding your request for a
      refund, while refunds must be granted through the restaurant where the order
      was placed I will also ask the Market Leader to look into this matter and
      ensure it is properly addressed.

      Once again, we are truly sorry
      for the inconvenience and distress caused. We value your feedback tremendously
      and will take the necessary steps to prevent such issues in the future.

      Thank
      you for your patience and understanding.

      Customer Service


    • Initial Complaint

      Date:05/30/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im disappointed in the way Churchs handled my claim. I understand there's a process for disputes, but not following up and not properly vetting your complaints creates a bad experience for your customers and sets you up for failure. On 4/20/25, we placed an order on the Churchs app about ***** minutes before arriving. When we got there, the cashier said the ticket never came through and sometimes there can be delays. After waiting *********************************************************** reorder in-store. She said app refunds aren't processed in-store. So I said, let me just place the EXACT same order and then Ill call corporate for a refund. While waiting, I called corporate. Corporate, well, customer service, was friendly and told me they'll help get this taken care of. They said they're escalating the claim and I'd hear back soon. Well, 5 weeks later, after seeing this months credit card statement, I see the app charge was made and never refunded. I reached out again only to be told they couldn't provide updates.I submitted a new inquiry via the app. Within 24 hours, I received a two-sentence email from ****** ******: We will replace your food. It was determined that we will not issue a refund. No greeting, no explanation, no acknowledgement of the situation, just a flat denial. If that's your definition of customer satisfaction and building a brand, the systems and processes need improvement.I responded that I dont live near that location and replacing it wouldnt be beneficial. I also asked to speak directly to someone. 24 hours later, no response. So here I am on BBB.This isn't about free food, it's about principle. I dont live near that location (or in that city), rarely eat fried chicken, and that meal was specifically requested by who we were visiting that day.I'm not asking for more than what's fair, just a resolution based on facts and good business practices. I'd like a refund for the unfilled app order on 4/20/25.

      Business Response

      Date: 05/30/2025

      Hello ***** ******,

      To provide direct contact between you and I please check the email address that you have provided on this complaint for a response from me to get your situation resolved. I will begin typing the email as soon as I finish sending this one.

      Customer Service

      Customer Answer

      Date: 05/30/2025

       
      Better Business Bureau:

      I've spoken with ****** ******, and he was very apologetic. I have also received a proper refund. Thank you for your assistance. 

      *****

    • Initial Complaint

      Date:05/17/2025

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I will never return to Church's Chicken after my recent experience. I placed a simple ordera three-piece combo with a side of cornthrough the app and went to the drive-thru to pick it up. At the window, I was told to pull forward and park. When I asked why, since my order was small, the employee told me I was holding up his line and treated me like an inconvenience. I also had to ask for my drink, which wasnt offered. By the time he brought it out, the rest of my order was readymaking the request to pull forward feel unnecessary.When I pointed this out, he closed the window on me mid-sentence.Once home, I discovered my food was cold, the biscuits were stale, and my jalapeo was missing. I called the restaurant and asked to speak with the manageronly to learn that the rude employee was the manager. I calmly expressed my concerns, but he interrupted me repeatedly, insisted the food wasnt cold, and refused to provide his full name until I reminded him it was on his name tag. He then went a step further and threatened me, saying he was recording the phone call and reviewing drive-thru footage, as if I had done something wrong.I was never rudeI simply asked a reasonable question and expected a basic level of respect and service. Instead, I was met with hostility and intimidation. This experience was not only disappointing but disturbing. The managers name, for those concerned, is ******** *******.

      Business Response

      Date: 05/28/2025

      Hello ****** *****,

      Would you please provide the address of the location where the incident that you are reporting occurred.  We need this information to be able to determine where the employee works and which manager that they report to.

      Thank you,

      Customer Service

      Customer Answer

      Date: 05/28/2025

       
      Complaint: 23345498

      I am rejecting this response because a solution was not provided.

      Address: ********************************

      Phone: **************

      Employee Name: ******** *******


      Sincerely,

      ****** *****

      Business Response

      Date: 05/30/2025

      Hello ****** *****,

      To give some clarity regarding the request for the address of the location where the incident occurred please note that Church's Texas Chicken restaurants are either owned by the corporation or by franchisees. Without knowing the location we are unable to determine facts that are needed to address your concerns. Knowing the details will help us identify who manages the restaurant and determine who the employee reports to. Once we have this information, we can then address the matter.

      If you are not in agreement with this approach and prefer to reject the response please be aware that without the location details, we will not be able to provide you with assistance in this matter.

      Customer Service

      Customer Answer

      Date: 06/02/2025

       
      Complaint: 23345498

      ************** is the address of the Church's location.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last month I placed an online delivery order directly from the company's website. I contacted the store immediately upon delivery to notify them that I either received someone else's order, or my order was made entirely wrong. The employee I spoke to was very apologetic, but explained that they didn't have a way to send me the right order, and that I would have to go to their website and request a refund there.I immediately went to their website and filled the form for a refund request, and submitted all the information they requested. Days passed and no response, only an automated email asking if someone contacted me. I went to the website again and submitted yet another request. The exact same thing happened. I cannot believe that a company of this caliber can be so unprofessional and lack communication. Specially in this time and era. They have zero communication and zero accountability. Why offer online ordering on your website if you lack the capacity to offer good customer service?Completely unacceptable. I want my money back.

      Business Response

      Date: 05/28/2025

      Hello ****** *****,

      Thank you for providing the receipts this is very helpful.  I'm going to reach out to the manager for help with this matter.

      Customer Service

      Customer Answer

      Date: 05/28/2025

       
      Complaint: 23310066

      I am rejecting this response because:

      II've followed every correct step to from day one. 

      1- Contacted the store immediately upon receiving my order. They explained that it was an online order from Church's website, therefor I needed to request my refund there. Since their deliveries are through a 3rd party, they couldn't deliver a replacement order.

      2- Reported the incident immeditely after on Church's website as instructed. Uploaded my receipt and every other information needed. I received an email a few days after (automated) asking if I was contacted. I never was.

      3- Waited a more than reasonable amount of time and repeated the same process again. Still no reply. 

      4- I finally decided to report it here. And even BBB had a hard time getting a response from this business. It's embarrassing,  really. Even after weeks I haven't been contacted by them.

      I won't accept their response until I receive my full refund. I followed everything their own website states since day one. I'll accept their response once I receive my refund, but while nothing has been done. 

       

      Sincerely,


      ****** *****

      Business Response

      Date: 05/30/2025

      Hello ****** *****,

      When I read your complaint I reopened the case to see if we can get some assistance with your situation. I cannot make any promises nor do I have the ability to provide you with a refund but wanted to make an effort towards doing what I could to get a resolution.

      If you prefer to reject my help then there isn't anything further that I can do.

      Customer Service

      Customer Answer

      Date: 05/30/2025

       
      Complaint: 23310066

      I am rejecting this response because:

      I never said that I rejected your help, in fact, I've been trying to get help from Church's since day one. I clearly said I reject the response because even today absolutely no one has contacted me by email or phone to resolve this problem.

      Now, if you choose not to help me or solve a problem caused by Church's and for which the company is fully responsiblethat is on you.

      So again, I never said I rejected your help but the response, which is what BBB asked me, if I accepted the response. 

      I will accept the 'response' once someone contacts me directly and solve the problem.

       

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:05/04/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I NEVER RECEIVED MY ORDER I DID A SUPPORT TICKET EMAILED REACHED OUT ON ******** AND YOU READ MY. MESSAGE AND IGNORED ME I JUST WANT A REFUND BECAUSE I DID NOT RECEIVE MY ORDER I AM GOING TO SUMBIT A TICKET FOR EVERY CATEGORY TIL SOMEONE ANSWERS ME AND REFUND MY ORDER THIS IS UNACCEPTABLE I JUST WANT MY REFUND FOR THE MISSING ORDER I HAVE LITERALLY BEEN WAITING OVER TWO WEEKS AND THEY KEEP IGNORING MY EMAILS ******** MESSAGES ******* MESSAGES AND THERE IS NO NUMBER TO CONTACT THEM THIS IS REALLY RIDICULOUS!!

      Business Response

      Date: 05/05/2025

      Hello Brownie J,

      Please attach a copy of the receipt for your order.  This will provide all of the necessary information we need to get the process moving forward.

      Thank you,

      Customer Service

    • Initial Complaint

      Date:04/27/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 20th I placed an order in your app for pick up at 8:45 pm I arrived at 8:35 pm to pick up my order and the manager informed me that they were closed and Im done cooking for the night. I informed him that I received an order confirmation and that my money was taken out of my account he stated get your money back because Im done for the night This was at your ********************************************************************************. I sat in the parking lot and called your corporate office number at ************ number. She informed me that my refund should be there in 3 to 4 business days. Its now been a whole week and not only have I not received my money back I havent even received a call back from you all . Ive called you all 4 times in the last week each time I call they state that they will escalate the matter and to please be patient and nothing ever happens. I spent $39.05 in attempts to feed my family. All I received in return is no food, no help and no refund. I would like my refund immediately. I have been very patient throughout this whole ordeal. This has been a terrible experience for me.

      Business Response

      Date: 05/05/2025

      Hello Tahite ****,

      Thank you for attaching your receipt.  While I do not have the means to refund your money this directs me in who I need to contact with your request and ask them to please reach out to you to get this matter resolved.

      Customer Service

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order and the delivery driver said he left it in a safe location but there was nothing to be found I even called him and he was ignoring me and all was said was sorry mam idk what you are talking about and on my ring camera he never got off his car he just remained parking in front of my house but never got off to bring me the food

      Business Response

      Date: 04/22/2025

      Hello ******* *******,

      Please upload the receipt for the order.  This will provide the necessary details for us to follow up.

      Thank you,

      Customer Service

    • Initial Complaint

      Date:04/09/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to contact management for two weeks on getting a refund that my card was overcharged three times for one order they will not contact me back or email me back. I have called and spoke with people every day that has says they have escalated it to management and they will not call back.

      Business Response

      Date: 04/10/2025

      Hello **** *********,

      I do apologize for the inconvenience BUT know that I am here to help!  I'm going to send you an email to the address that you have provided.  Would you please respond to that email with a copy of the receipt and overcharges.  This way it will provide us with all the necessary information to get your situation corrected.

      Looking forward to helping you.

      Customer Service

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered my food around 6pm around 11 pm they send me a email saying my order was cancelled. Since then I have tried to called the store location around 30 times it keeps saying they can't be reached. I have called corporate today makes the 4th time about getting my money back they keep saying they are doing a ticket when I call to ask about my refund the ticket before that isn't there. It's been almost a week I still haven't got my money back. I have done at least five tickets online myself no one has contacted me.

      Business Response

      Date: 04/10/2025

      Hello ******* *****,

      We do apologize for the inconvenience you have experienced.  Thank you for uploading this information it is very helpful.  I will begin research on this occurrence and will reach out to update you on the email address that you have provided.  You will receive a response from me no later than Friday, April 11th.

      Customer Service

       

    Church's Texas Chicken is NOT a BBB Accredited Business.

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