Business Profile

Restaurants

Church's Texas Chicken

This business is NOT BBB Accredited.

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Complaints

Name: Church's Texas Chicken
Address: 980 Hammond Dr Ste 1100, Atlanta, GA, 30328-8187, USA
Telephone: (866) 372-5246

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

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.

Initial Complaint
Date:01/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
13 Jan 24 instore purchase at 1:49 pm, received instore purchase at 3:30pm. 12 pc mixed meal only received 9 pc. Meat dryed out, cold slaw was less than half full wilter unediable. Bathroom comode was stopped up, bathroom unusable.I waited all this time expecting what I paid for in ediable conditionj.What I received was total disappointment and waist of money and fuel.Request refund.No respone from business, called and emailed complait to business.
Business Response
Date: 01/18/2024
Dear **************,
Your request is being forwarded to the manager of the location where you made the purchase. Someone from this location will respond to you.
Customer Service
Customer Answer
Date: 01/30/2024

Complaint: 21146801

I am rejecting this response because: I request this case to stay open until resolved. I never received a response from Churches or a response through BBB from Churches concerning this matter.

Sincerely,

***************************
Business Response
Date: 01/30/2024
The manager will be addressing this issue regarding this complaint. Giving a refund if needed.
Initial Complaint
Date:01/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 January 30th at 8:15pm, we arrived to pick up or food order that was ready at 8:12pm. The order had not been fulfilled completely due to them not having supplies needed. "They were out of almost everything." As we stood at counter trying to figure out how to get refund, we noticed they were cleaning up and closing 45 minutes early. Another disturbing item noticed was that a large bag or order was sitting on counter filled and was picked up by someone that was clearly a friend or at least someone they knew.Ultimately, we got nothing from our order and could not get a refund; not through the app, not contacting customer service via 3 emails, and not in store while we were there! We have heard nothing back from Churches Chicken after the 3 emails and in app review an in app notice via contact us link and 2 complaints in app.
Business Response
Date: 01/12/2024
Hello,
Thank you for providing information about your purchase. Please include the portion of the receipt that displays the location where your food was ordered from. This information is needed so that we will know which restaurant is responsible to process the refund.
Thank you,
Customer Service
Customer Answer
Date: 01/12/2024
Hi, I'm sending the screenshot that I received when I placed my online order. I have no other documentation. They were absolutely no help in anyway shape or form. In the screenshot of the receipt I received at the very bottom it says (Monroe Road) and then gives the phone number. IDK why they didn't have there address on the receipts. But the physical address is
********************************
*******, Texas 77075.
Business Response
Date: 01/12/2024
Your response is understood. May I ask you to type in the address of the location where this occurred, please. I do not have the ability to refund from my location, but I can contact the manager of the restaurant and have them complete the process. Without the address then we do not know who to contact.
Customer Service
Customer Answer
Date: 01/12/2024
I will tell you the address again. I put it in the last message as well. The address is
CHURCH'S CHICKEN
10658 *********
*******, Texas, 77075.
Business Response
Date: 01/24/2024
Dear ****************,
Thank you for providing the receipt with the location information this helps us to know the specific manager to forward the complete details to that are necessary in assisting with your request.
Customer Service

Customer Answer
Date: 01/24/2024

Complaint: 21113264

I am rejecting this response because: This is crazy. I don't understand why this has only gone this far and taken this long.

Sincerely,

*************************
Business Response
Date: 02/01/2024
Hello ****************,
Refunds are processed through the location where the purchase was made. The content and receipt of your request were forwarded to that specific location for a reimbursement of your payment.
Customer Service
Customer Answer
Date: 02/01/2024

Complaint: 21113264

Ok thank you for getting back to me. Ill stop by there shortly. Will be back in a few to update whether or not the refund was issued!!

Sincerely,

*************************
Customer Answer
Date: 02/02/2024


Hi my name is ************************* and I went to church's chicken yesterday because I received a message from the BBB that stated that church's chicken had responded and they told me that the refunds have to come from the location where the order was placed. They said they forwarded the info to the store for my reimbursement. So I didn't accept there reply. I said I would go by and let bbb know what happens. So upon going to the church's chicken. I was told no I can't have my refund because the BBB doesn't tell *** she said her name was what to do. ***** does.
Business Response
Date: 02/07/2024
****************,
Thank you for responding to our email inquiry expeditiously this has enabled us to resolve your request.
Customer Service
Customer Answer
Date: 02/11/2024

Complaint: 21113264

I am rejecting this response because: I appreciate them reaching out to me. But last time I was told to go to store and I would be issued my refund. When I got there that wasn't the case. What im saying is I will accept the decision when I receive the gift card.

Sincerely,

*************************
Business Response
Date: 02/12/2024
****************,

We apologize for any confusion that *** have arisen. Refunds are processed electronically, the individual's presence is not necessary. As mentioned in our response, we are unable to handle refunds from our location. In our efforts to assist you, we have contacted the manager and forwarded your request, asking them to address the issue. They have responded accordingly and reached out to you directly.

Thank you for your patience; please note that we have honored your request responded and facilitated communication with the manager. You have their information if you feel you need further assistance please contact them.

Customer Service
Initial Complaint
Date:01/05/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 November 16, 2023, I made an online order, (Order #*****************), which amounted to $71.51 and was to be picked up at Churchs Chicken located at **************************************************************************. The confirmation email stated the order will be ready at 6:57pm, but when I arrived the lobby was dark and the lady at the drive thru speaker informed me they were closed, even though 7:00pm was well below their posted closing time. I then said I had an online order and she rudely repeated they were closed. I then went back home and checked my credit card account and learned that $71.51 was charged to my account from **********************. Once confirming my credit card was charged the full amount I immediately contacted customer service to explain the situation. Upon speaking with customer service and giving them my contact info, I was told someone would contact me within a day or two. Since then, I have not been contacted by anyone from Churchs Chicken, and I have repeatedly contacted customer service over the past few weeks and spoke with them to follow up. Each time speaking with them I was told someone will contact me, and still, 7 weeks later, I have not received a response or a refund.
Business Response
Date: 01/05/2024
Hello **************,
As expressed during our phone conversation we are very sorry to learn that you have not received your refund. I am on it and will contact you by phone next Tuesday to confirm that this matter has been resolved with a full refund.
Thank you for your patience. I look forward to speaking with you next Tuesday.
Customer Service
Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 food online on 11/16 and set pick up time 20 minutes later. I went to drive thru line to pick up due to bad weather. Drive thru agent told me food not ready yet, asked me to wait in the front parking lot. I waited outside for about 20 minutes but no one came out. I went inside but was told still not ready. I waited another 20 minutes in store but still nothing. I told the worker its been almost an hour, I have to return to work and asked the work if she can pack me something that's ready to eat because I can no longer wait. A worker from the back kitchen opened the black bin next to pick up counter and give me a bag with my name on it after checking my receipt. The bag is cold. I realized my food was ready this whole time but no one bring it to me. I told the worker I cannot eat this cold and unfresh food. The worker refused to help me. I returned the bag without opening it and ask for refund. Worker refused to refund and ask me to contact online service. I called the customer service phone number. Agent on the phone stated will process refund but now over a month later I still have not received anything yet. I called again this week, agent on the phone said request submitted and someone will contact me. No one ever called. Very poor service and bad pick up experience.
Business Response
Date: 01/02/2024
Hello ************,
May I have a copy of the receipt for this order please. It will provide me with the exact details of your purchase so that I'll know which location this occurred at as well as the manger I need to contact to get the process started.
Thank you,
Customer Service
Customer Answer
Date: 01/03/2024
Here is the confirmation email with order details.
Business Response
Date: 01/03/2024
Thank you we are on it!
Customer Service
Customer Answer
Date: 01/03/2024

Complaint: 21073582

I am rejecting this response because: I have not received a refund yet.

Sincerely,

*******************
Business Response
Date: 01/12/2024
Our apologies this is being sent to the manager of the location for processing.
Customer Service
Customer Answer
Date: 01/15/2024

Complaint: 21073582

I am rejecting this response because: I was told the same answer by your agents on the phone when I called your team but no one contacted me. I spoke with the store manger he said he cannot refund me but can give me the same order warm this time. I declined the offer, I only want my money back.

Sincerely,

*******************
Initial Complaint
Date:12/24/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 12/13/2023 at 7 pm I placed a order on the church's website to have my food delivered from the church's restaurant/store at the **********************, *********** location to my home and was charged $19.99 for the order. The website repeatedly changed the delivery time until the store closed but I never received my order. I called repeatedly with no answer. My husband went up to the location and was treated extremely rudely and told to call 'uber' for a refund, however I never placed any order with Uber nor did Uber charge my account, my account was charged by church's and I ordered thru church's. After trying to get refunded thru the church's website with no success and still not receiving any response and reading several other complaints I'm hoping to get resolution and refunded thru this avenue. This is an awful business with terrible customer service and horrible business ethics. Not to mention, the act of taking my money without providing any product or service is technically THEFT. I WANT MY MONEY BACK IMMEDIATELY. 0 Order No. *****************
Business Response
Date: 12/28/2023
Hello *****************,
We are very sorry to hear the you had an unpleasant experience with placing your order. Thank you for adding the receipt this will be helpful in getting your refund returned to you.
Customer Service
Initial Complaint
Date:12/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 November 27, 2023 my family and I drove to ******** Chicken Drive Through @ ************************************************************************. I ordered the 12 piece meal for $23.99 and an additional $1.00 for Jalapeno Bombers to make the total $24.99 before tax. In the box their were 6 thighs and 6 legs *** one of the chicken's leg had hair fried within it. The next day I called cutomer ******* of ******** Chicken to inform them of the situation and I was giving the run around for 3 weeks on getting a refund on this order. I also called the location that I purchased the chicken from and no one answered the phone. I finally received an email from the owner of that particular location and new name is ******************************* @*********************************************. The email asked me to call her back and I did and I asked her for a full refund for having hair cooked within my food. I stated that she won't give me a refund , but I could go to one of her other location to replce the order, but I don't trust that I won't have hair in my food again and I still want a refund. She said that she would have just eaten the food with the hair in it and not asked for a refund. Then she said that she was going to call me back about this situation, but never did. All I want is a full refund and I will never go to ******** again in life.
Business Response
Date: 12/20/2023
Dear **********************,
The corporate ****** of ******** Chicken is in receipt of the attached complaint. We, along with our network of franchisee owner operators, strive to deliver the best customer service possible. We will contact the franchisee operator in question in an effort to get this resolve.
Customer Service
Initial Complaint
Date:12/18/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 went to get my chicken order there was a hole in the parking lot no signage. I road over it flatten my tire when I left the establishment. Im currently right down the road from there with flat tire. I originally was telling the manager about the wrong signage in internet regarding them closing at 10pm when they actually close at 9pm. The manager ******* wouldnt give me the owners name. Now that I have a flat tire due to my visit to Churchs Chicken parking lot safety is faulty and dangerous. I want to be reimbursed for the tire I will have to buy. AAA Texas is currently on the way! Im extremely upset and dissatisfied with Churchs Chicken.
Business Response
Date: 12/20/2023
Hello ****************,
Please provide the address of the Church's Chicken location that you visited.
Thank you,
Customer Service
Initial Complaint
Date:12/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 on the Churche's Chicken website and I ended up not receiving my order. It was misdelivered so I emailed the olo.com support bout the issue weeks ago and I haven't heard thing back at all. unprofessional I wasted $27 on an order I never received. This is my final time reaching out. If someone can't reach out and refund me I will have to contact bank to file dispute.Order # *****************
Business Response
Date: 12/13/2023
Hello ****************,
First let me say that we are sorry to hear about your experience. Second thank you for letting us know so that we can step in to correct the situation. I need a little more information to get started. Would you mind sending me the email confirmation that you received for the order. I'll need this to get them to process the refund. Once this is received, I'll get the process started.
Looking forward to helping you.
Customer Service
Customer Answer
Date: 12/13/2023

Complaint: 20997652

I am rejecting this response because:
Here is the email confirmation for refund request.
Sincerely,

*************************
Business Response
Date: 12/13/2023
Hello ****************,
It is our goal to help you to the best of our ability this is why we responded immediately to the notification.
We have received your rejection of our offer.
Customer Service
Customer Answer
Date: 12/13/2023

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.
Bra, I'm not rejecting anything, I sent over the email confirmation with the order details and all...... please refund me or I will have to contact my bank.
Order # *****************
Please call me at ************** or just email me at : *******************
If I accept it, I will lose contact with y'all

Sincerely,

*************************
Initial Complaint
Date:11/27/2023
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
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 November 4,2023 I placed an onlne order through their website for my family. Upon arrival I was told by the manager ***** who was extremely rude they never received my order due their systems being offline. As I attempted to show not only my confirmation number for the order as well as payment that was rendered from account for order, the manager then walked away. He was not willing to even look at my confirmation number or the payment that was taken for the order. He then proceeded to call the police on me. I also called them as well. The officer then asked the manager if he provide me with my order the manager then referenced me as door **** and stated they did not receive my order. The officer then explained this would be a civil matter. I have contacted corporate Monday 11/6, after explaining to the representative the problem he then was extremely apologetic promised me my money back, and I contact from upper management. Here were are in week 3, I have contacted corporate all in total 5 times, no one has ever contacted me back nor have I received a refund for my order. I spoke with a rude supervisor name ****** who then stated they do not issued refunds. I never received my order on top of this company still charged me while contacting authorities on me.
Business Response
Date: 11/29/2023
Hello ******************,
Thank you for providing the details of this matter. We are not able to produce a refund from our end but please rest assured that we have forwarded your information to those who have the ability to do so. We are monitoring their response and will stay involved until a resolution has been completed.
May I ask that you give us 48 hours and if you have not received a reply then please respond to this BBB notification. It will alert us immediately.
Customer Service
Customer Answer
Date: 11/29/2023

Complaint: 20894607

I am rejecting this response because: I was charged for this order and never received our food. when I got to the store to pickup my order they informed me they never received my order even with my proof of confirmation as well as the charge I was billed for. I was still charged, and the manager did not bother to review proof of my order. This is unacceptable. I myself contacted The authorities after the manager had the audacity to call them on me for stealing my money. If needed I can retrieve a police report and the statement from the officer called out due to this incident.

Sincerely,

******************
Business Response
Date: 12/01/2023
******************,
While we understand your concern, as stated in our initial response, we are unable to process refunds from our location. We are working to get this matter resolved and have reached out to contact the manager who is at the location responsible for creating the refund.
Customer Service
Customer Answer
Date: 12/01/2023

Complaint: 20894607

I am rejecting this response because:
I have reached out to this company corporate office 5x who assured me this matter would be resolved. I have not even received a response from their corporate office. This company not only conducted this matter unprofessionally and in humane, This company stated they never received my order to their location however I was still charged. That is not plausible. Instead of the manager confirming my confirmation order, he rudely referred to me as door dash not a regular customer and stated their systems were offline while still taking customer orders online and in store. If my order was never received, there is no way I should have been charged period. I was charged, never received my order handled like I was black, on top of this manager contacting authorities on me and me having to contact them as well. Unfortunately the officer who attempted to have the manager do the right thing, educated me This manager is well aware he was in the wrong, and for this company to not have to justly give me my money back because they never provided my order should be against the law. This company is allowed to do this to customers is ridiculous. My money was stolen and I was treated poorly on top of never recovering my order due to them supposedly never receiving the order but I was still charged for the order before I even made it to the store. How does this happen? If their systems were offline, how were they still able to take orders online? This doesnt make sense.
Sincerely,

******************
Initial Complaint
Date:11/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 two 2pc meals one was tenders one was chicken , I asked for everything to be fresh before I paid my money the manger guy said everything just came up i look at my food my tenders are very hard in my chicken was still bleeding I immediately ask for a refund they told me they cant do refunds this not my first time in this situation I have seen many others go through the same with this same employee
Business Response
Date: 11/27/2023
Dear Ms. *******,
We received your complaint. In order to notify the manager so that proper steps can be taken to address your concern, please provide the location of the restaurant that you visited.
Thank you,
Customer Service

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