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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:08/14/2024

      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 go to 3 locations in ********* for the 10pc meal for $19.99 which was sent to me via email. This was not an online only deal. None of the locations were friendly and wanted to accept the deal or make compromise. I would like a phone call from the company and a credit of coupons for weekly meals for 3 months, equalling the said meal.

    • Initial Complaint

      Date:08/11/2024

      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.
      I made 4 orders that I never received although I was charged for them

    • Initial Complaint

      Date:08/07/2024

      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 online order on my lunch break because I only have 30 minutes. I went to the Churchs Chicken closest to my job at *************************************************. I waited in the drive thru line for 20 minutes because the inside was closed, only to be told I had to pay for my order because they dont accept online orders. Unfortunately I didnt have any money to purchase at the window because I used my last to make the online purchase. *** called corporate a numerous of time and theyve seen my complaint and all 7 times Ive called they say theyll escalate the issue and wont allow me to speak with a manager. I tried giving the company a chance to make things right but I have ran out of patience.

    • Initial Complaint

      Date:07/22/2024

      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 made an online delivery order and their new app, they changed my delivery to pick up instead because they were close to closing I requested a cancellation online, I wrote corporate multiple times, I called the restaurant multiple times as well but the phone is disconnected. Its been over a week and I have yet to hear anything back and also I never received my order or my money back. I was very patient but now Im ****** off.

    • Initial Complaint

      Date:07/10/2024

      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.
      ****************************************************************. The Churches Sign in the drive thru was damage and hanging. The sign gave way while I was exiting the drive thru. I spoke to the manager who informed me the damage sign was reported to her general manager. She contacted the general manager about the incident. The police department was notified. However, the employee would not provide me any additional contact information to resolve the matter including the general manager name. The manager on shift 07/7/2024 @4:32 pm provided no additional assistance other than contacting her supervisor. I even had to remove the fallen sign out of the drive thru my self. Eventually, once the police arrived an employee did remove to sign from the parking lot area. Estimated cost of repairs to my car update $ 4000 SMH update no one from Churches Chicken has contacted me to date. I did follow up with the store manager today, and was informed the regional manager would ******* would be reaching out to me. I have estimates claims windshield and damage to the hood of my car totalling about $4000.

      Business Response

      Date: 07/18/2024

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

      We have our team actively working on your case.

      Customer Service

    • Initial Complaint

      Date:07/09/2024

      Type:Sales and Advertising 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.
      As I sat inside the facility there was a young lady with orange long dread locks hollering and screaming cursing words while there was a lobby full of customers including my children. She was putting the employees faces in the camera while they were preparing our food. She also proceeded to go outside the business and continue her misbehavior cane right back inside the building didnt sanitizer her hands just started taking orders. This is unacceptable and we deserve better treatment.

      Business Response

      Date: 07/09/2024

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

      We have received your complaint filed with the Better Business Bureau.  In order to address this concern may we clarify are you stating that individual described in your complaint was an active employee at the restaurant?  May we also request the address of the location.

      Thank you,

      Customer Service

    • Initial Complaint

      Date:07/01/2024

      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.
      I waited 1hour in the drive thru ordered the 8.99 8pc special spicy dark chicken. When I got to the drive threw I requested that the worker verify the chicken was spicy and he asked the other two workers (a young brown skin girl and a older lady with silver braids) if the chicken was spicy. The lady with the silver braids commented stating she didn't see a order for spicy chicken. The younger girl said its up there because I saw it on the monitor. The older lady said we out of spicy unless yall gonna sprinkle that stuff in the back on there and make it spicy. I told the guy in the drive-thru (with the dreads; Can't remember his exact name but it started with a J) if its not spicy cancel the order. He said wait one min I think there is spicy chicken on the back. He came back saying they just fried some and package my chicken. When I got home the chicken was original with something they poured on it that taste salty and a little spicy but when you pulled the skin off the chicken you can see instantly there is no spice and it taste like original. Now I'm upset because I would have rather cancel the order like I requested than to put something on the chicken that I have no clue what it was just to prevent losing a sale.My plan is to report this to the better business bureal and the department of health.I have attempted to call the store daily multiple times and the phone rings 4 times and hangs up. I live 30min from the location and drove specifically to this location because I usually have satisfactory experience. However, it is unacceptable to pour anything on a customer's food without their knowledge or consent. I have also reccomend that they post signs on the window stating they are out of spicy chicken so customer's won't wait in the long line for spicy if non is available this is a huge inconvenience!!

      Business Response

      Date: 07/08/2024

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

      We have received your concern and are forwarding your request to the appropriate department.

      Customer Service

      Customer Answer

      Date: 07/08/2024

       
      Complaint: 21921489

      I am rejecting this response because: No decision was made on how to appropriate address my concerns. This reply simply said the business will forward the complaint to the correct department.

      In addition, multiple calls were placed to this business on a daily basis. However, the phone rings 4 times and hangs up everytime! This is unacceptable for a business as well.

      Sincerely,

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

      Business Response

      Date: 07/10/2024

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

      Refunds or replacements have to be processed by the location where the purchase occurred.  We collect information, contact the manager responsible for the specific location and submit requests.  We received a response from the manager yesterday who stated they will be in contact with you in regards to your concern.

      Customer Service

      Customer Answer

      Date: 07/15/2024

       
      Complaint: 21921489

      I am rejecting this response because: As of 7/14/24 No one from the location has attempted to contact me and resolve my issue after you left your previous response on 7/10/24.

      Sincerely,
      ***************************

      Business Response

      Date: 07/18/2024

      Hello,

       I have confirmed that someone has reached out to and spoken with ***************************.

      Customer Service

      Customer Answer

      Date: 07/18/2024

       
      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.

      The District manager contacted me on 7/15/24; he was very polite while addressing my concerns. I am very pleased with his approach and the resolution that he provided. I hope the company continues to hire more people like him that enjoys what they do. Thanks for all your help and I look forward to continuing shopping at your franchise locations ??

      Sincerely,

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

    • Initial Complaint

      Date:06/22/2024

      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.
      I ordered online via the Churchs website on May 31st, 2024 at 7:43 pm to be picked up at 7:58 pm, order number *****************. Once we arrived to the restaurant, they claimed that they had no more spicy white meat chicken. We requested a refund, but they told us that we have to call the number on our receipt to get a refund to process. I had called multiple times and no answer. Finally, someone answers the phone call and on June 10th, 2024 a lady confirmed my information and said that she will pass it on to the managers and they will process the refund. It has almost been two weeks and I have not received my refund yet, nor any type of communication of its status!

      Business Response

      Date: 07/08/2024

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

      Please pardon our oversight of your complaint.  We have received your information and forwarded it with a request that your refund be processed.

      Customer Service

       

      Customer Answer

      Date: 07/08/2024

       
      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:06/18/2024

      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 bought three specials and the girl gave me some chicken out of a pan. I opened the box to check it and the chicken was dry and not even warm.I asked for hot chicken and the girl said I could not get a refund because I touched the chicken.

      Business Response

      Date: 06/20/2024

      Dear *****************************,

      Refunds are processed by the location where a purchase is made.  Please provide the address so we can forward your request to the appropriate manager.

      Thank you,

      Customer Service

      Customer Answer

      Date: 06/24/2024

       
      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:06/10/2024

      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 March 8,2024, i purchased a 10 piece Dark Chicken Dinner. It was very flavorless and substandard. I called Churches Texas Chicken Corporate. I requested a refund, they stated the complaint would be passed on to the District Manager. To no avail, after all these months and calling around 10 times. They still haven't refunded the amount i paid for the bad chicken. The most recent time i spoke to corporate, they stated my complaint would be escalated up to Area Manager. Still i've never be called by anyone to clear up this very annoying matter. I will appreciate any assistance you could give me. My Order number for the chicken was #*****. Thank you very much.

      Business Response

      Date: 06/11/2024

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

      Please provide the receipt for your order so that we can forward your request to appropriate manager.

      Thank you,

      Customer Service

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

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