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Business Profile

Restaurants

Church's Texas Chicken

Headquarters

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: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

       

    • Initial Complaint

      Date:03/26/2025

      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 purchased a meal from Church's and I began having a allergic reaction to it and I called back only to find out that they COOK SHRIMP and it's cooked in the same grease. I returned the next day and was told I would have to have the whole meal and I informed Her that I had to have eaten some to know that I was allergic to it. I called the Police and was told it was a civil matter and I called Corporate and they took a report and I have yet to hear from them and I want my money back I also have a picture of what they have on the door they say warns people and you don't see it when you walk in and you can't even read it

      Business Response

      Date: 04/02/2025

      Hello ***** ****,

      Please send a copy of the receipt of your purchase.  The receipt will provide all of the necessary details so that we will know which restaurant this occurred at and we can submit your request.

      Thank you,

      Customer Service

      Customer Answer

      Date: 04/02/2025

       
      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:03/25/2025

      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.
      3/24/2025 @ 2:16 PM CST- purchased 8piece meal, family okra, mashed potatoes, elderly parents paid cash $39.89, ******** W name of employee. Chicken hard and dry, okra soggy. Took food back after remotely working for replacement or refund, employee called manager ******** *****, store refused to replace Chicken but offered to replace okra due to returning items 2 hours later. Police called but did not respond due to incident is a civil case. Store provided corporate office number. I took picture of bag with items and left food on counter. Unacceptable customer service and I am asking for a refund now plus compensation for time, and stress issue has caused me and parents. Additional food had to be purchased from another location.

      Business Response

      Date: 04/02/2025

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

      We want to sincerely apologize for your unsatisfactory experience. Your feedback is incredibly important to us, and we deeply regret that our service did not meet your expectations.

      Your request is being forwarded and we are asking the approving manager to contact you.

      Customer Service


      Customer Answer

      Date: 04/02/2025

      Business manager was previously contacted by the employee at the store, but did not request to speak to me at that time. I am requesting a full refund and the amount spent theres no other option for me. Please have business manager contact me at ************. 

      Business Response

      Date: 04/10/2025

      Your request has been forwarded.

      Customer Answer

      Date: 04/10/2025

       
      Complaint: 23112243

      I am rejecting this response because: The business has not tried to contact me to resolve the issue. This is unacceptable customer service, the ******************** should hold them accountable for not responding and stop saying the information was forwarded. Forward to who/ whom? A ghost? Because the ghost is not responding either!

       

      Do better!

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:03/13/2025

      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 bought 12 pcs for $19.67 MARCH 12 WENSDAY AFTERNOON TO GO WHEN REACH HOME,THEN I EAT THE CHICKEN I NOTICED THE CHICKEN IS TO DRY ITS BEEN OLD THE COOK,I ALWAY BUY IN CHURCHES CHICKEN ITS MY FAVORITE PLACE TO BUY CHICKEN I DON'T LIKE *** CHICKEN, THIS TIME I WAS DISAPPOINTED EVERY TIME I BUY IN CHURCHES CHICKEN IT ALWAYS FRESH AND JUICEY I KNOW IF THE CHICKEN THE JUST COOK THAT CHICKEN

      Business Response

      Date: 03/26/2025

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

      Thank you for being a great customer we truly appreciate you!

      May I request a favor.  First please remove the file that you uploaded as it contains personal information that we are unable to use.  What we need is the receipt of your purchase.  This will give us the exact location where it was made and directs us to the manager who will handle your concern.

      Thank you,

      Customer Service

    • Initial Complaint

      Date:03/10/2025

      Type:Order 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 am trying to get a refund and I'm not sure why nothing has been processed but customer care has to send a request first before anything becomes refunded. I'm sitting waiting on my money back because I did not receive my order. I have attached my receipt and everything. I'm waiting on upper management from customer care and there's no way to directly contact them?

      Business Response

      Date: 03/10/2025

      Hello ******* ********,

      Thank you for uploading your receipt I'm on it!  May I ask for a couple of days to reach out to those that have access to the system and then I'll update you on our progress.

      Customer Service

      Customer Answer

      Date: 03/10/2025

       
      Complaint: 23044551

      I am rejecting this response because: it has been 3 days and I've been waiting so I don't know when I called in this morning and said they didn't know why It was a delay... I'm not sure why is it taking days to process my refund but I'll be waiting and hopefully get a contact back because this shouldn't take days to get my refund back.

      Sincerely,

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

      Business Response

      Date: 03/10/2025

      I am sorry to hear that you have rejected my offer to help.

      Customer Service

      Customer Answer

      Date: 03/10/2025

       
      Complaint: 23044551

      I am rejecting this response because: The business has not sent a refund, once I get a response from the department or whoever is refunding me I will accept the response but I'm asking to refund me I keep being told to wait days it has already been 3 days since my order was placed on the 7th. I'm not sure who is the management or whoever is responsible for refunding orders on church's website. A refund has not been sent so I am not going to accept anything until that's done. I don't have a confirmation or anything regarding this refund. Thanks in advance.


      Sincerely,

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

      Business Response

      Date: 03/18/2025

      Hello ******* ********,

      Our prior offer to help was rejected.  We will forward your request to the restaurant.

      Customer Service

    • Initial Complaint

      Date:02/24/2025

      Type:Delivery 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.
      Dec 1st is when I ordered. The company they went through canceled order cause a mess up on there end. Not me. The company told me I had to go through who I ordered from cause I did not order from their app the company uses them to deliver. So I then went back to the site they said they would refund me and still has not

      Business Response

      Date: 02/24/2025

      Hello ********,

      We are here to help!  I see the cancellation notice has been uploaded.  So that I can get the exact details needed to get this resolved may I ask you to please upload the original order receipt.  It will give me more details and direct me on who to reach out to that can assist in expediting help with this.

      Thank you,

      Customer Service

       

    • Initial Complaint

      Date:02/21/2025

      Type:Billing 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.
      When placing an order via the Churchs app, I inadvertently selected the wrong location. I immediately contacted that store. The store advised that since the order was placed via app, I had to cancel via app in order to receive the Refund -as online/app order issues are NOT handled at store level. I followed the prompts via the app and submitted the cancellation. This was 12/23/2024. By 1/3/2025, I had not heard back or received a Refund, so I contacted corporate customer service. The *** stated that my call was the initiation of the process (despite my submitting the cancellation form via the app on 12/23??) and someone would contact me. I have called back e-v-e-r-y week since Jan 3rd, to NO avail. The customer service line is simply and ONLY a message service. They can NOT and do NOT offer any resolution. They make notations and state that department will contact you, account manager will contact you, etc. After the fifth call with these canned responses, I inquired, What is the department that is going to contact me? The *** stated they did not know. I responded, You do not know the other departments that you interact with? They responded, No. We only input notes. Again, confirming the phone line is a messaging center ONLY. The last time I called, I informed the *** that since I had been calling for a month and they could not transfer me to said department or account manager, to please notate that I would be filing a complaint with GA Secretary of State and/or Better Business Bureau. I thought this may actually escalate the matter to said department or account manager. That was on 2/4/2025. It is now 2/21/2025. I have NOT been contacted by said department or account manager. This confirms that said department does NOT exist. Churchs customer service line is useless. It is merely a messaging center, which appears to be a third-party. And, WHATEVER department is handling online/app order issues is NOT doing their job. Period.

      Business Response

      Date: 02/24/2025

      Hello **** L,


      Thank you for reaching out and sharing your experience. I sincerely apologize for the frustration and inconvenience you have encountered while trying to resolve this issue.

      May I ask that you upload the receipt of the order please which will provide necessary details needed in order to get the situation resolved. It will also direct me to the exact manager to work with.

      Once I have this information, I will personally follow up to ensure this is addressed as soon as possible.  I truly appreciate your patience and will do my best to resole this matter promptly.

      Best regards,

      Customer Service

      Customer Answer

      Date: 02/25/2025

      ALL of the Order information was provided/notated, when:
      1) I requested the cancellation via the app/online on 12/23/2024.
      2) I contacted **************** *************) on 1/3/2025.

      Order# *****************
      Store: *********************************************
      Operator: ****** **************

      ***This page is saying the pic I uploaded is too large. I modified the size and it still says the same.

      Business Response

      Date: 02/28/2025

      Hello ***** *.

      We understand your frustration and the inconvenience that you feel you have experienced regarding your refund request. We have read the information that you provided where you initiated the cancellation via the app on 12/23/2024 and have since made multiple attempts to follow up with customer service without receiving a clear resolution.

      Please note that in order for us to be an advocate on your behalf we need specific details which the receipt that is proof of purchase of your transaction supplies.  It will give us details such as which delivery service handled your order and the exact amount of the order.  This will guide us in the direction for the next steps so that we can gladly move forward towards a resolution in this matter.

      Customer Service

      Customer Answer

      Date: 02/28/2025

       
      Complaint: 22974544

      The response from the business requesting information that has ALREADY BEEN PROVIDED is utterly ridiculous. How about utilizing the information provided to look up the order information??

      I have provided: Date, ORDER ID, Store Location, Amount, Name and Email address several times. 1) In the original online form I filled out to cancel the order, 2) In my initial conversation with Churchs **************** line (and verified the information every time I called in), and 3) In my last BBB response.

      DATE: 12/23/2024 12:56pm CST

      Order# 319547411911552000

      Store: ******************************************************

      Total: $4.86

      ***This was NOT a Third Party order.***
      As stated in the online form and to the **************** department, the order was placed DIRECTLY in/via the Churchs app.

      **This was NOT a Delivery order.** It was a Pickup order, but never picked up. I IMMEDIATELY called the store to let them know I had selected the wrong location and to not process the order.

      BBB system is rejecting the screenshot/attachment of the order that I have attempted to upload. It gives the following error message: The file you have uploaded is either too large or a file type we do not accept.

       Nonetheless, my email address is on file ******************** so whomever is responding to this case can email me directly and I can reply with the screenshot/attachment -if necessary.

      Regards,
      ***** *.

      Business Response

      Date: 03/04/2025

      I do not have access to any data bases to research orders.

      An email will be sent via the **************** address to the email address that has been provided.

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

       

    • Initial Complaint

      Date:02/20/2025

      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 approx Jan 22, 2025 I made an online purchase for some Church's Texas Chicken. Once I went to pick the order up I notice they were advertising almost exactly what I order for alot less, so I canceled the order and paid cash for the new order. The cashier tried to assist me with the cancelation. I got home and called their Corporate customer service. I was told they would send it to the appropriate department and to give them 5 to 7 business days to respond. As of today, I have yet received a call from them. I have called EVERY WEEK since this has taken place to be told they can only escalate the message to the appropriate department.

      Business Response

      Date: 02/24/2025

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

      Thank you for reaching out and bringing this matter to our attention.  We sincerely apologize for the delay and any frustration this has caused.  We understand how important it is to receive a timely resolution.

      May I ask that you upload your receipt which will provide us with the necessary details that will help expedite the resolution.

      Best regards,

      Customer Service

       

      Customer Answer

      Date: 02/25/2025

      I do not have an actual receipt I copied the information off my phone where I placed the order. The receipt # **********. The order number # *****************

      Business Response

      Date: 02/28/2025

      Hello,

      Please note that in order for us to be an advocate on your behalf we need specific details which the receipt that is proof of purchase of your transaction supplies.  It will give us details such as which delivery service handled your order and the exact date with the amount of the order.  This will guide us in the direction for the next steps so that we can gladly move forward towards a resolution in this matter.

      Customer Service

    • Initial Complaint

      Date:01/23/2025

      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 November 26, 2024. I placed an order for delivery on the Churchs Texas Chicken app. Shortly afterwards. I received an email that my delivery canceled. I reached out to the restauraunt for an explanation but I was told that they have nothing to do with online or app orders. I then called the customer service line and placed my complaint. I have called more than several times with no resolution. My order was placed for delivery on 11/26/24. It was canceled that very same day. My order number is *****************. Location **************************************************- **********. I would like a refund.

      Business Response

      Date: 02/24/2025

      Hello ******** *****,

      Thank you for making us aware of this matter.  We sincerely apologize for the delay in response.  I'm here to help!  Please upload the receipt which will provide us with the necessary information to take steps in getting this resolved.

      Best regards.

      Customer Service

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

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