I am writing to formally complain about a very poor experience I had with this place on January 28, 2026, around 9:00 PM. I placed a takeout order through a delivery driver and, upon arriving home, discovered that two large gravies were missing from my order. I paid approximately $50 for this order. Order #: DR-T#374 When I called the restaurant to report the missing items, I spoke with the manager, who identified himself as Franky. Unfortunately, his response was extremely unprofessional. He did not apologize or acknowledge the mistake. Instead, he stated that I could “come and grab the gravy next time which is not an acceptable solution for an error on your end. When I asked why the order was not checked before being handed to the customer his tone became irritated. I then requested contact information for corporate or the district manager, which he refused to provide, repeatedly stating that he was the manager and could not give out any contact information. This entire interaction left me very disappointed. Mistakes can happen, but the lack of accountability, refusal to provide escalation contacts, and rude behavior from a manager is unacceptable. As a paying customer, I expected a basic apology and a reasonable resolution. Because of this experience, I do not plan to return to this location.
Food: 1
Service: 1
Hurp Durp
Fast and friendly to go service!
Atmosphere: 5
Food: 5
Service: 5
Jared
W service
Atmosphere: 5
Food: 4
Service: 5
R. Par
Food was fine… it was the individual taking orders at drive through that was disappointing. It’s fast food not 5 star. However, this individual was condescending with his tone and clearly has no idea about professionalism or customer service. Management should probably provide some soft skills training to their employees… instead of allowing the individual taking orders to have the personality of plywood.
Atmosphere: 1
Food: 4
Service: 1
Lauren
The person on the drive through was extremely rude. Management should pay more attention to these reviews. Looks like a common theme.
Atmosphere: 1
Food: 3
Service: 1
Carol Caley
The BEST FRIED CHICKEN in Burleson TX, in my opinion is CHICKEN EXPRESS...and the BEST Chicken Livers. I've tried them all...its Chicken Express for me❣️
Food: 5
Service: 5
Amanda Swink
Every time I have been at this location I have had the worst service. The employee act like they HATE their job and that customers are a complete inconvenience for them. Tonight I had went and the guy in the drive-through didn’t even say hi or talk to me at all. He just handed out his hand for my debit card and gave me the order without saying a word. He was talking on the phone through his Bluetooth to someone about personal things. The only reason I go here is because it’s the closest to my house unfortunately.
Atmosphere: 1
Food: 3
Service: 1
Dustin Baldwin
I ordered the fish snack meal that comes with 1pc fish, one side and hush puppies. (No drink)
Cost $10 dollars, I wasted over 20 min. I ordered cheese sticks as my side. When I finally got my food, the fish was so overcooked that there wasn’t but a few bites that were fish and the rest was over fried. My side only came with 2 cheese sticks and one hush puppies. I was trying to hurry and get home due to the storms so I didn’t realize how bad my meal was until I got home. At least 5-6 cars behind me got their food before me and I was at the window all but the last 4 min.
Atmosphere: 1
Food: 1
Service: 1
Noemi Marron
Had the most ridiculous experience of my life! I accidentally forgot my food while going thru the drive thru (was already paid for) I went back probably not even 5 minutes. I went through the drive thru again and was completely was disregarded, the lady (older lady thinner with blonde hair) serviced the car behind us and when I pulled up next to the window, the lady looked at us and looked at the other employees inside and ignored us. I proceeded to try to grab their attention and nothing to which I had to get down to retrieve my food. When I went inside, there was no one in line and all associates were available; however the lady that took my order walked out of the door and the two associates behind the counter proceeded to act as if I was not standing there. I said hi and no answer. One of the associates finally took his earpiece out and said “do you need something?”. Very unprofessional behavior from the whole team. What a disappointment as I had been coming here for the past year and never had any issues. Better customer etiquette is urgently needed at this location.
Atmosphere: 1
Food: 1
Service: 1
Sequoya Pennington
I ordered 7 half spicy and half regular tenders ,mash gravy and green beans it was FYE hot juice coming out of the chicken, I read the reviews before going I went in was patient,I don't rush or play with people who cook my food,at all times I like for my food to be made with Love..
Tried calling for 10 min and no one answered. I decided to drive over and 4 employees sitting in the lobby on their phones. Employees walking around handling food on their phones. Definitely will not return..
Atmosphere: 1
Food: 3
Service: 1
Recommended dishes: Rolls
JoVette Knapp
ABSOLUTELY HORRIBLE SERVICE!!! We ordered our food through drive through. When the person brought it out to us, not only was it not in a bag, but it was cold!!! We sent it back to be redone. When we handed it to the guy he appeared offended and told us to move forward to wait for it to be recooked. No problem, understood. But as we watched him go back into the building he angrily threw it in the trash. We moved forward and waited...for 16 mins! The car in front of us finally received their food. As well as the car that pulled up eventually behind us then received their food. When we went back to the window and questioned about our order, the person stated because we ordered spicy chicken it would be even longer. I then did ask why, and yes with a bit more tone in my voice, would it be even longer...He then proceeded to be irate and literally cussed at me!! When I asked to speak to the manager he said he was the manager and would not give me his name!! When my husband asked to be refunded he did and stuck his middle finger up for a good minute at us! What on earth! Not having our phones, we weren't able to photo this disgusting and very disrespectful service!! There is no way on earth anyone with this caliber of service should be servicing any customers let alone leading a team as an example!! Absolutely absurd and embarrassing to anyone in a service capacity. This so called manager is a disgrace to customer service! I will definitely be there in the morning to take this further on up the chain. Absolutely unbelievable! Drive thru time noted was 8:36 8/27/25
Atmosphere: 1
Service: 1
Julie Ta
Fairly consistent. Sometimes I feel like the catfish is overcooked. Chicken tenders and rolls are always on point.
I am writing to formally complain about a very poor experience I had with this place on January 28, 2026, around 9:00 PM.
I placed a takeout order through a delivery driver and, upon arriving home, discovered that two large gravies were missing from my order. I paid approximately $50 for this order.
Order #: DR-T#374
When I called the restaurant to report the missing items, I spoke with the manager, who identified himself as Franky. Unfortunately, his response was extremely unprofessional. He did not apologize or acknowledge the mistake. Instead, he stated that I could “come and grab the gravy next time which is not an acceptable solution for an error on your end.
When I asked why the order was not checked before being handed to the customer his tone became irritated. I then requested contact information for corporate or the district manager, which he refused to provide, repeatedly stating that he was the manager and could not give out any contact information.
This entire interaction left me very disappointed. Mistakes can happen, but the lack of accountability, refusal to provide escalation contacts, and rude behavior from a manager is unacceptable. As a paying customer, I expected a basic apology and a reasonable resolution.
Because of this experience, I do not plan to return to this location.
Food: 1
Service: 1
Fast and friendly to go service!
Atmosphere: 5
Food: 5
Service: 5
W service
Atmosphere: 5
Food: 4
Service: 5
Food was fine… it was the individual taking orders at drive through that was disappointing. It’s fast food not 5 star. However, this individual was condescending with his tone and clearly has no idea about professionalism or customer service. Management should probably provide some soft skills training to their employees… instead of allowing the individual taking orders to have the personality of plywood.
Atmosphere: 1
Food: 4
Service: 1
The person on the drive through was extremely rude. Management should pay more attention to these reviews. Looks like a common theme.
Atmosphere: 1
Food: 3
Service: 1
The BEST FRIED CHICKEN in Burleson TX, in my opinion is CHICKEN EXPRESS...and the BEST
Chicken Livers. I've tried them all...its Chicken Express for me❣️
Food: 5
Service: 5
Every time I have been at this location I have had the worst service. The employee act like they HATE their job and that customers are a complete inconvenience for them. Tonight I had went and the guy in the drive-through didn’t even say hi or talk to me at all. He just handed out his hand for my debit card and gave me the order without saying a word. He was talking on the phone through his Bluetooth to someone about personal things. The only reason I go here is because it’s the closest to my house unfortunately.
Atmosphere: 1
Food: 3
Service: 1
I ordered the fish snack meal that comes with 1pc fish, one side and hush puppies. (No drink)
Cost $10 dollars, I wasted over 20 min. I ordered cheese sticks as my side. When I finally got my food, the fish was so overcooked that there wasn’t but a few bites that were fish and the rest was over fried. My side only came with 2 cheese sticks and one hush puppies. I was trying to hurry and get home due to the storms so I didn’t realize how bad my meal was until I got home. At least 5-6 cars behind me got their food before me and I was at the window all but the last 4 min.
Atmosphere: 1
Food: 1
Service: 1
Had the most ridiculous experience of my life! I accidentally forgot my food while going thru the drive thru (was already paid for) I went back probably not even 5 minutes. I went through the drive thru again and was completely was disregarded, the lady (older lady thinner with blonde hair) serviced the car behind us and when I pulled up next to the window, the lady looked at us and looked at the other employees inside and ignored us. I proceeded to try to grab their attention and nothing to which I had to get down to retrieve my food. When I went inside, there was no one in line and all associates were available; however the lady that took my order walked out of the door and the two associates behind the counter proceeded to act as if I was not standing there. I said hi and no answer. One of the associates finally took his earpiece out and said “do you need something?”. Very unprofessional behavior from the whole team. What a disappointment as I had been coming here for the past year and never had any issues. Better customer etiquette is urgently needed at this location.
Atmosphere: 1
Food: 1
Service: 1
I ordered 7 half spicy and half regular tenders ,mash gravy and green beans it was FYE hot juice coming out of the chicken, I read the reviews before going I went in was patient,I don't rush or play with people who cook my food,at all times I like for my food to be made with Love..
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
Pretty good chicken place.
Atmosphere: 3
Food: 3
Service: 3
Tried calling for 10 min and no one answered. I decided to drive over and 4 employees sitting in the lobby on their phones. Employees walking around handling food on their phones. Definitely will not return..
Atmosphere: 1
Food: 3
Service: 1
Recommended dishes: Rolls
ABSOLUTELY HORRIBLE SERVICE!!! We ordered our food through drive through. When the person brought it out to us, not only was it not in a bag, but it was cold!!! We sent it back to be redone. When we handed it to the guy he appeared offended and told us to move forward to wait for it to be recooked. No problem, understood. But as we watched him go back into the building he angrily threw it in the trash. We moved forward and waited...for 16 mins! The car in front of us finally received their food. As well as the car that pulled up eventually behind us then received their food. When we went back to the window and questioned about our order, the person stated because we ordered spicy chicken it would be even longer. I then did ask why, and yes with a bit more tone in my voice, would it be even longer...He then proceeded to be irate and literally cussed at me!! When I asked to speak to the manager he said he was the manager and would not give me his name!! When my husband asked to be refunded he did and stuck his middle finger up for a good minute at us! What on earth! Not having our phones, we weren't able to photo this disgusting and very disrespectful service!! There is no way on earth anyone with this caliber of service should be servicing any customers let alone leading a team as an example!! Absolutely absurd and embarrassing to anyone in a service capacity. This so called manager is a disgrace to customer service! I will definitely be there in the morning to take this further on up the chain. Absolutely unbelievable!
Drive thru time noted was 8:36 8/27/25
Atmosphere: 1
Service: 1
Fairly consistent. Sometimes I feel like the catfish is overcooked. Chicken tenders and rolls are always on point.
Atmosphere: 4
Food: 4
Service: 4
Rude employee!!!
Food: 4
Service: 1
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