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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/03/2024

      Type:Delivery 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.
      On 9/22/24 I placed an online order for a family meal at Church's Chicken in ************, **. I bought on my way out of town so didn't realize until that night when I got home that one of the two sides was missing. This had happened at my previous visit,also a carryout order, so this time I called and reported the missing item. I was told she had taken my name and I could come in to pick up. I was ill so wasn't able to come in until few days later. I had placed another online order for tenders and decided to redeem the Welcome reward I had received on 9/22. I tapped redeem BEFORE paying and was given a code to show in store. I proceeded to the store for pickup but when I showed ****, the manager, my code he informed me I had to buy something. I told him that I had purchased two items actually and was also there to pick those up. He informed me again that I would have to make an additional purchase to receive the reward. I asked him why and he said he didn't see the reward on his order screen so it didn't qualify. I showed him the code I was given, explained I had redeemed before paying and I didn't know why the reward wasn't showing on his screen. He very firmly said I would have to buy additional items to qualify for the reward. I was unable to purchase more items so the code expired without being redeemed as he refused to do so. I would like to note that at this time another customer was saying she was missing an item off her order and even though he said it was also not on order screen or on her receipt he did give this customer her item. However, he still refused to honor the Reward code that I had qualified for. This makes it the third time that this branch of Church's Chicken has withheld items that were either paid for or given as a promotion by the company. I wish to be reimbursed or given an equitable coupon for the items.

    • Initial Complaint

      Date:09/24/2024

      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.
      I paid 53$ for a grande meal. I get home & the meal is incomplete. Wife gets mad because 1 mashed potato, 1 coleslaw & the 6 buscuits are missing. I call the store & tell them what happen & they only want me to go back to get the food that they didnt give me. I dont live near by that location & the only reason i stopped by is because i was done working & wanted to take something to eat to my wife. I also told "***" the manager since im not gonna go back because i dont live close by, if theres a way that she can refund me the items that i didnt recieve. She said she couldnt, that only she can give me the food thats missing.

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair 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.
      I came in 9/15/24 at 507pm in drive thru took 20 minutes to get my order. Then had to pull up & wait they brought out food forgot drink. Had to wait again for the drink. Then didnt give no dipping sauce or hot sauce, napkins or utensils. Then, I wasnt greeted or thanked. Got home some of chicken was undercooked. I called location but no one answered. I want this replaced cooked correctly and refund.

    • Initial Complaint

      Date:09/13/2024

      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.
      On 8/25/2024, I placed an order for pickup through the application.Shortly thereafter, I contacted the restaurant via phone and advised that I was unable to come and pickup the order. I asked the manager to cancel the order. She advised that the order would have to be cancelled on my end. After reviewing the application and website, I determined that there was no way to cancel the order on my end, so I contacted the restaurant again at which time the manager on duty advised that the charge would fall off my account since I never picked up the order. Two days later, the charge cleared my account, so I contacted my bank, the restaurant, and finally, customer service. **************** has promised a refund since that day forward but I have yet to get my money back. Each time I call I get the same runaroundtheyre going to make a note, reach out to someone, and resubmit it for a refund. I want my money back!

    • Initial Complaint

      Date:09/01/2024

      Type:Service or Repair 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.
      September 1st 2024 I placed an online order through churchs.com for a total of $44.99.I sent my daughter to pick up the food with the order number and the food was not released to her. I drove ******************************************************** they did not have my food and could not refund me the money because it was an online order. However, the order confirmation email clearly states to contact the store. The store manager lacks the skills to resolve the issue.

    • Initial Complaint

      Date:08/31/2024

      Type:Order 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.
      I'm filing a complaint against Churchs due to their unprofessional behavior and potential scamming activities. When I requested a refund, they refused to provide a clear explanation or a specific date and time for the refund. Additionally, they have a suspicious ******** link that's charging Apple Pay accounts without consent or initiating orders. I believe this is a scam and I'm concerned about their business practices. I hope BBB can assist in resolving this issue and ensuring the company's accountability

    • Initial Complaint

      Date:08/22/2024

      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.
      Made drive-trhu purchase at *************************************** on 08/20/2024. Order placed, used coupon which was not honored and when inquired of price and items was told I'd ordered what the receipt noted and the adjustment made for coupon. This was false information as my daughter and I ordered singled items and not dark meat chicken, and definitely not 2 meals. I'd bee advised by the manger the coupon taken off and it in fact was BUT, the order was for a 2 piece WHITE chicken and 1 wrap. I received a large bag and upon checking items, it was not the foods I ordered, nor had I gotten a drink. After noting the issue, I placed the bag in the window and asked for a refund. The manager, not the cashier, swept the food at me in my car knocking the foods onto the ground and in the interior of my vehicle. She then slammed the driver-thru window refusing to refund my monies. The authority was contacted, a report made, and I've attempted to contact the corporate office 3 times and was given no resolve. At this point, I'd like a refund for the food I'd not received due to the manager fligning the foods at me and monies to have my vehicle detailed due to open foods spilling in my car due to the ill behavior of the 'manager'.I'd simply asked for refund but now, it's disrespect and time consuming to attempt and retrieve $18.25 that I'm truly owed.

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair 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.
      Since June 28th I have been working with Door Dash to get a refund from Church's chicken at ******************************************************* I placed an order on June 27th at approximately 4:45 pm for a 16 piece meal consisting of 16 chicken legs and thighs, large macaroni and cheese, coleslaw, mashed potatoes and 6 biscuits. When I received my order the macaroni and cheese was missing, and the chicken was not fully cooked. I reached out to Door Dash on the 28th of June and they told me I should receive a 65% refund within 10 -12 business days. I waited and checked my account during that time period and no refund. I contacted Door Dash multiple times since. Door Dash has escalated this matter to the next level in their department 3 times. It's been almost two months and I still have not received anything. All I want to happen is to receive my refund and for this company to handle these cases in a timely manner going forward.

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair 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.
      I placed an order online at 2:03pm and it was set to be ready by 2:08pm. My husband got to the ******, IL location at 2:15pm. He went through the drive thru and gave them my name and they told him the order was picked up already. WHICH WAS A BLATANT LIE! He was told at first that a doordasher picked it up, and then a firefighter did. So which one is it?! Apparently someone is stealing from customers at this store. The ignorant manager ******* lied to my husband and said that the person showed her my receipt and order number. Which was another lie. How did someone else get my receipt details? She refused to remake the order and accept any accountability for the mishap.

    • Initial Complaint

      Date:08/15/2024

      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.
      On 6/26/2024 I tried to make an online purchase at Church's Chicken in the amount of $35.15 for in store pick up. It declined my payment which I thought was weird as I did have money in that account so I thought I may have entered my debit card # wrong. I proceeded to try several more times but all attempts were declined. I ultimately ended up using a different debit card for another account I have at Shell FCU and it was approved. I then arrived at the Church's location to pick up my order and upon arrival I had 2 orders processing and both payment methods had been charged. I requested a refund in the store for the order that had been declined but they refused to do so even though neither order was ready for pick up. I stepped aside to wait on my order and called the Church's Chicken **************** at ************ to request a refund for the order that was declined and while on the phone with them the employees behind the counter began to laugh at the me and the situation and treat me disrespectfully. Because of the way I was being treated I no longer felt comfortable taking either food order and requested refunds for both orders as I was still on the phone with the customer service representative. I was told the refund request for both orders was made and sent to the appropriate department to be processed and that I would receive an email update when the refunds had processed. As of 8/14/2024 I have contacted Church's Chicken **************** at least 10 times in the past 2 months and still have not received either refund. Every time I have called regarding the refunds they tell me there is no direct number to call and speak with someone in the refund department about why I still have not been issued these refunds. They say everything is done internally and all they can do is send another email requesting the refunds.

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

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