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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

    • 131 total complaints in the last 3 years.
    • 59 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:05/11/2023

      Type:Service or Repair 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.
      On April 30, 2023 I placed an order online for pickup at the Church's Chicken at *********************************************************** location for $46.57. Upon my husband arriving to the store, he discovered it was closed and was told to call customer service for a refund. I immediately called customer service and spoke with an associate who put in a refund request. The manager from the store called me May 1, ********************************************************************************************************* store and we should be receiving it. I waited a couple days and still nothing refunded to card. I called customer service again and they said they would send a report to upper management. I have called customer service numerous times and this report has supposedly been escalated yet no one from "upper management" has followed up with or contacted me concerning why our money hasn't been refunded after all this time.

      Business Response

      Date: 05/11/2023

      Dear ********************, please note that we are on top of this.  I will personally connect with the manager and get the details.  Please allow me 48 business hours to update you.

      Customer Service

      Customer Answer

      Date: 05/11/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:05/01/2023

      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.
      Date: 01 May 2023 @ 11:07 am ******* ** The location had a high health rating and friendly staff. However, my order was incomplete and they gave me the order with me NOT having paid first. I got the rest of the order and told them I had not paid. All was well, UNTIL I LOOKED AT THE TEENIE CHICKEN WINGS. 2 baby chick looking wings for nearly $$$NINE DOLLARS for $8.68 with 1 side and a drink. Shameful. Greedy. Deceptive business practice. Charging the same price for what used to be meaty wings cut into a portion of breast meat. At home I attempted to complete a customer satisfaction survey but the receipt had no required location number as the first question on the survey. My receipt has Restaurant # but is blank after that. I tried calling the location 3 times, but the number isnt working. I called Churchs customer service 4 times and it kept shutting off before it even rang. I could not get anyone at the Corporate Headquarters. I looked on-line for a location number by address. No location numbers listed. Evidently, Churchs does not really want the customer satisfaction surveys completed. IF CHUCHS IS GOING TO CHARGE $9 for chicken baby chick size wings - they need to give 5 wings instead of 2; or charge $2.99 for the 2 teenie weenie appetizer size chicken bitty wings.

      Business Response

      Date: 05/03/2023

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

      Please load the receipt so that we can review and determine why the restaurant number did not print.  This will help us resolve the matter.

      Thank you,

      Customer Service

    • Initial Complaint

      Date:04/21/2023

      Type:Product 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.
      Online Order# ***************** ****** has the wrong closing times for this restaurant location. When I arrived at the, the store was already closed. No big deal. I immediately called ************* to request a refund. I was told that my refund was being processed. This happened over 2 weeks ago. I've called and spoken to several employees since then. They all say its processing and sill no refund. Why is it taking nearly 3 weeks for 1 refund?

      Business Response

      Date: 04/21/2023

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

      Our apologies for this.  Thank you for uploading the receipt it is very helpful.  I will reach out to the manager and find out why the refund has not taken place.

      We will respond.

      Customer Service

      Customer Answer

      Date: 04/21/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************************

    • Initial Complaint

      Date:04/05/2023

      Type:Delivery 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.
      When I got to the place to pick up my food they first had me park in the parking lot and wait for my food for 45 mins then when they finally came outside the worker came to my car and me what my order was for the 10th time. I tell her my order and she goes back inside so i wait even longer. Another 20 mins goes by then the lady comes back outside telling me that they already gave my order to a doordash driver and that there's nothing they could do. I said so y'all aren't going to make my food she says no. I showed this woman my receipt, the credit card i paid with, and my ID. I also showed her that i ordered my food on their website and not through doordash she still refused to offer me a refund or give me my food. Not to mention their website doesn't have anywhere on it a place where u can cancel your order or get a refund. They have stole my money and aren't trying to make it right

      Business Response

      Date: 04/19/2023

      Hello,

      This will be forwarded to the manager of the location to be researched.  We will get back with you on the results.

      Customer Service

      Customer Answer

      Date: 04/20/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Also the issue has already been resolved and taken care of by the manager. Thank you

      Sincerely,

      ****************

    • Initial Complaint

      Date:04/04/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      My husband found a safety pin in the **********************. Went to take it in employee ***** said oh look who wants a free meal. ************* an employee was trying to blame it on a pregnant women who didnt touch the food. They didnt give us anything back. I didnt want free food after that. I wanted my refund they refused. They refused to give corporate number. We dont have safety pins here at my house because my daughter has a disability and if she finds one she will put it in her mouth. We didnt get out refund back ************* said we ate half . Once my husband found that we all spit it out and threw it away. They were laughing. Very very unprofessional very rude those employees should get suspended or something. Thats not how you treat customers when it comes to things like this it could of been one of my kids and they could of choked on it. Very very upset

    • Initial Complaint

      Date:04/01/2023

      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 placed an online order in March 1, 2023. I was unable to get the online order due to their inside being closed and the long drive thru line. I called their **************** on March 1, 2023 requesting a refund. I was advised the refund would be processed in 5-7 business days. When I didnt receive my refund I contacted Churchs Chicken again and then spoke with a supervisor by the name of ****. **** advised he would reach out to the department who processes the refund and advised them that I havent received the refund as of yet and that he would give me some type of compensation. Today is April 1st and I have yet to receive my refunds. I am constantly calling and all I hear is I will resubmit the request. The compensation doesnt even matter to me, I just want my refund in the amount of *****. It should not take this long especially when I was advised the process is 5-7 business days.

      Business Response

      Date: 04/03/2023

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

      We are sorry to learn of your recent experience. By any chance do you have the last name of the person you spoke with?  If not in order to get your refund processed please provide the address of the location where the order was placed and load a copy of the receipt. We will then know exactly who needs to be contacted.

      Once this information is received we will respond with updates to correct this matter.

      Churchs Chicken Customer Service 

      Customer Answer

      Date: 04/05/2023

      This is a receipt from my online order and the location was *************************************************************.

      Business Response

      Date: 04/05/2023

      Thank you **************** I'm on it and will update you within the next couple of days.

      Customer Answer

      Date: 04/05/2023

      Thank you very much

      Business Response

      Date: 04/06/2023

      Hello **************** and thank you for your patience your refund has been rewarded.

       

       

    • Initial Complaint

      Date:03/21/2023

      Type:Customer Service 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.
      In August me and my 1 year old grandson fell in a hole in St louis county at the Church's on ******* and *****. I made a report and one of the employees called the insurance company. I have been to the doctor and have done physical therapy. The lady said she was gonna call me and never did. My lawyer has reached out and they still haven't responded. I have sent them pictures showing the extreme extent of my injuries and and they assured me it would be taken care of and it hasn't. I was in extreme pain then and even now I am emotionally drained from the lack of communication and lack care or concern I've received from Church's.

      Business Response

      Date: 03/23/2023

      Our insurance company reached out to ******************** and discovered she is represented by an attorney. The insurance company is obligated to speak only to the attorney and they have reached out to them.

    • Initial Complaint

      Date:03/16/2023

      Type:Sales and Advertising 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.
      This restaurant is false advertising on their outdoor signs. On March 13th I came into the restaurant purchase a value meal which was posted on a sign in the window. They value meals stated two-piece dark for $2.99. it also had an option to have fries and a drink for $3. The management refused to sell me the meal with the option of fries and drink at the advertised price.

      Business Response

      Date: 03/23/2023

      We are sorry about any confusion that has taken place.  Without the exact location information we are unable to research the matter.

      Customer Answer

      Date: 03/23/2023

       
      Complaint: 19602922

      I am rejecting this response because: I had submitted the address in the initial filing of the complaint. The address is as follows:

      ****************************************************************************

      I have also attached a photo of the advertisement in the window at the business. Please respond.

      Sincerely,

      *************************

      Business Response

      Date: 04/03/2023

      Churchs Chicken Customer Service 

      Customer Answer

      Date: 04/03/2023

       
      Complaint: 19602922

      I am rejecting this response because:

      I submitted a complaint to customer service on the web browser. No response was given from customer service. I am not happy with your response.

      Sincerely,

      *************************

    • Initial Complaint

      Date:03/13/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Placed and online order and when I went to pick up was given through wrong food. Went back to restaurant and they said "my bad, I gave it to someone else" then proceeded to remake my order but once again wrong food. I ordered 2 combos and they kept giving me one, not only thatbit was tenders and I ordered one with shrimp. Long story short, I left the location and still haven't received a refund weeks later. The online ordering system does not have a refund option and I feel they are due for a class action lawsuit. This is literally the only place you order from online and cannot get a refund!!!I've spoken to corporate, I've spoken to regional manager and still nothing. Order #***************** Location: ************************************************************************** Therm refund process should not involve having to wait weeks for a refund especially when no food was ever received.

      Business Response

      Date: 03/13/2023

      We are sorry to learn that you encountered an unsatisfactory experience in placing your order.  We are sharing these details with the manager of the location.

      Customer Answer

      Date: 03/13/2023

      Management (*************************) is already aware, promised me a refund 2 weeks ago which I still haven't received. He also no longer responds to my emails.

    • Initial Complaint

      Date:03/09/2023

      Type:Service or Repair 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.
      I placed a mobile order on my phone for $65.52 to be picked up at *********************************************. on February 11th, 2023. I had confirmation on the app my order was placed. When I arrived to pick up my order they said they don't accept mobile orders on their app. They did not give me any instructions on how to get a refund and I had to reorder my food. I have called the corporate customer service line about 7 times now and every time they say they are escalating my case to upper management and someone would be in touch with me. I have spoke to 2 supervisors and still have not heard from anyone. I wouldn't worry about it if was just $5 or $10 but $65. is a lot. I contacted corporate the February 13th for the first time. This location has now closed for good effective February 25th. One of the representatives I spoke to in the corporate office said they usually have to get approval from the manager at the location the order was placed. The people that were working that evening were no help at all and they called the manager while i was there. The manager was not help at all. I imagine if they called the manager before they closed the doors for good, the manager was no help to them. She had no clue of what I should do. Now, there is no one for them to call.

      Business Response

      Date: 03/10/2023

      I have called ************** and assured her that she will received a refund.  I've given her my full name and direct phone number.  I will follow up with ************** Monday, March 13th.

      Customer Answer

      Date: 03/22/2023

       
      Complaint: 19561691

      I am rejecting this response because:
       filed a complaint with BBB, complaint #********. I did get a phone call from someone at Church's and she gave me her contact information on March 10th. She called me back on March 13th and said she would call me no later than March 17th. I have not heard back from her and cannot find her contact information. I was wondering if someone could reach back out to her and ask her to call me back?
      Sincerely,

      ***************************

      Business Response

      Date: 03/22/2023

      I've been calling ************** on a regular basis to give her an update on the progress. I even spoke with her today before reading this message.

      Customer Answer

      Date: 08/14/2023

       
      Complaint: 19561691

      I am rejecting this response because:
      I have not heard back from anyone on this in months. I am not able to access the complaint online anymore. My complaint was not resolved. I was told by *********************** she was working with the franchise owner to resolve this but nothing was ever done. I lost $65.52 by using the app and someone should be responsible for reimbursing me. 
      Sincerely,

      ***************************

      Business Response

      Date: 08/24/2023

      We have received confirmation from *************************** that she has received a cash refund on August 23, 2022. Here is a copy of her email response.

      ******, 

      Thanks for calling me yesterday. I did get a cash refund yesterday of $66 from **** at Refuel. I appreciate you trying to help get it back. I will not be visiting Church's again any time soon. It took 6 months for me to get a refund on my mobile order. It should have been refunded by the store manager that day. They did not offer me any help. I called the Church's toll free number so many times I lost count and no one returned my call. I only had a reply after contacting the BBB. ****** at ******'s contacted me and assured me she would get my refund and to expect a check in the mail. I believe she tried to get the franchisee to send my refund but I never got it and it slipped my mind for a while. I tried to reach out again a couple of months ago and never received a return call from anyone I reached out to.  As I said, I appreciate finally getting my money back but,this should have never taken so long or so much effort on my part. That is not a good way to do business. 

      Thanks, 

      *********************

       

      Customer Answer

      Date: 08/28/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

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

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