My boyfriend went to grab food tonight and the boy working the drive through was very neglectful and gave his debit card to wrong customer that had already drove off with it before he even knew it was a goner. Went ahead and canceled card.
Service: 1
Amanda L
I normally go to this location but today my chicken is undercooked. I paid $50 for a 12 piece meal and three sides and I wanted to unsweet tea but they got me sweet tea. It’s pretty disgusting that as much money as I paid that it’s pink and I’ve called them and no answer so here. I am leaving a review I’m sure there’s teenage kids cooking the food some pieces are burnt with a pink inside see for yourself
Updated Review: We’ve been going to this location weekly for quite some time now but today is the first day we’ve been extremely disappointed. They were not busy at all! We ordered our usual & I always get mashed potatoes without gravy as I can’t stand the taste. Well, we got our meals and when I picked up my mashed potatoes, there was gravy dripped on the side, no problem, it happens, so I wiped it off but when I opened mine up, it was obvious that it had gravy on it but the part with the gravy had been scooped out but there was still gravy wetness around the sides of the potatoes. I took it back to the counter, the same clerk who took our order (heavyset girl with long brown hair & I think a nose ring), just looked at me, took the container, looked in it, threw it away & went to get another one. She told the other worker who was preparing food, that I’d ordered a mashed potato w/o gravy but complained about it so she was giving me another one, she smirked & shrugged her shoulders as she was telling her this. She handed it to me, no apology for the mistake. I saw that it was one with gravy! I told her I asked for no gravy, this had gravy! I repeated that I returned the other one because it obviously had gravy but the gravy was obviously scraped off, she just looked at me, dumbfounded. She went back to see about getting one w/o gravy then came back to say that they’d have to make more. Still, no apology & no offer of a different side item. She should’ve apologized & offered a different item but she didn’t. I decided to wait but my husband thought it was ridiculous so I told the cashier we changed our minds & would no longer wait…still no apology! I’m changing my score from 5 stars to 1. We probably won’t be back here. Management needs to provide training on customer service.
We always have great service at this location, it’s our favorite location due to the excellent customer service, the food is always fresh and hot & the wait time is very short & they always apologize for keeping customers waiting for their order if it’s busy. My only complaint is that Chicken Express seems to have started serving crinkle cut fries. I’m not sure why. I wonder if it’s a permanent change or if it was due to a fry shortage & they used these in a pinch but it’s definitely not something I expected & I really hope they switch back because their fries were the best!! Now I will hafta order something else if this continues because these are not the same & don’t have that Chicken Express flavor we all know and love soooo Chicken Express….PLEASE go back to serving the same fries as before, thanks!
Atmosphere: 1
Food: 2
Service: 1
James Palsgrove
Absolutely Disgusting and Unprofessional – Serious Food Safety Issue loop 337 new braunfels receipt number DT#3210 register #3. $44.12cents
I’ve never experienced anything like what happened at this Chicken Express. I went in to make a simple complaint about a previous order and politely asked to speak with a manager. The employee told me “there’s no manager available” while I could clearly hear multiple staff members laughing and mocking me in the background.
I left feeling disrespected, but what happened next was far worse. When I got home, I opened my food and found multiple hairs throughout the meal, including inside the sauce container. It looked deliberate, not accidental — especially after how I was treated in the store.
When I called back, the same employee answered and tried to intimidate me by saying, “I have coworkers who heard the whole conversation.” That alone shows she knew exactly what she did and was already trying to build a defense.
I have dashcam footage with clear audio capturing their behavior in the restaurant, plus timestamped photos of the contaminated food. The entire meal has been preserved for inspection. This has been reported to the local health authorities.
This is beyond unacceptable. It’s disgusting, unsafe, and completely unprofessional. People deserve to know how customers are being treated — and that something like this could happen after simply asking to speak to a manager.
Atmosphere: 1
Food: 1
Service: 1
JAR Brymer
Can't help but to love good food it was so delicious
Atmosphere: 5
Food: 5
Service: 5
Kdot
Favorite place to eat. Not enough locations. Closest one and it's 16 miles from me.
Best chicken in our area. Love the gravy that comes with the tenders.
Atmosphere: 4
Food: 5
Service: 5
Carl Foster
Keep gravy dippin that deep fried chicken.
Also, there is a demarcation between what is thicc and what is fat.
Atmosphere: 1
Food: 5
Service: 5
Mathew Bledsoe
Really good chicken for a fast food joint, was also pleasantly surprised to receive a giant bucket of gravy with our family order. And those rolls were excellent!
Atmosphere: 2
Food: 4
Service: 2
Recommended dishes: Chicken Tenders Combo
Michael Powell
Delicious fried chicken and I love the fried livers.
Atmosphere: 4
Food: 5
Service: 5
David Villarreal
Quick fast and friendly service when coming to Chicken Express! Definitely a locals favorite here in New Braunfels!
The chicken is consistently delicious and fresh, and the staff provides friendly and courteous service in a quiet environment.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Fried Chicken Tender Basket Meal
My boyfriend went to grab food tonight and the boy working the drive through was very neglectful and gave his debit card to wrong customer that had already drove off with it before he even knew it was a goner. Went ahead and canceled card.
Service: 1
I normally go to this location but today my chicken is undercooked. I paid $50 for a 12 piece meal and three sides and I wanted to unsweet tea but they got me sweet tea. It’s pretty disgusting that as much money as I paid that it’s pink and I’ve called them and no answer so here. I am leaving a review I’m sure there’s teenage kids cooking the food some pieces are burnt with a pink inside see for yourself
Atmosphere: 4
Food: 2
Service: 3
Nice, clean, friendly employees, and good food.
Atmosphere: 4
Food: 5
Service: 4
Recommended dishes: Fried Chicken Tender Basket Meal
No complaints
Updated Review:
We’ve been going to this location weekly for quite some time now but today is the first day we’ve been extremely disappointed. They were not busy at all! We ordered our usual & I always get mashed potatoes without gravy as I can’t stand the taste. Well, we got our meals and when I picked up my mashed potatoes, there was gravy dripped on the side, no problem, it happens, so I wiped it off but when I opened mine up, it was obvious that it had gravy on it but the part with the gravy had been scooped out but there was still gravy wetness around the sides of the potatoes. I took it back to the counter, the same clerk who took our order (heavyset girl with long brown hair & I think a nose ring), just looked at me, took the container, looked in it, threw it away & went to get another one. She told the other worker who was preparing food, that I’d ordered a mashed potato w/o gravy but complained about it so she was giving me another one, she smirked & shrugged her shoulders as she was telling her this. She handed it to me, no apology for the mistake. I saw that it was one with gravy! I told her I asked for no gravy, this had gravy! I repeated that I returned the other one because it obviously had gravy but the gravy was obviously scraped off, she just looked at me, dumbfounded. She went back to see about getting one w/o gravy then came back to say that they’d have to make more. Still, no apology & no offer of a different side item. She should’ve apologized & offered a different item but she didn’t. I decided to wait but my husband thought it was ridiculous so I told the cashier we changed our minds & would no longer wait…still no apology! I’m changing my score from 5 stars to 1. We probably won’t be back here. Management needs to provide training on customer service.
We always have great service at this location, it’s our favorite location due to the excellent customer service, the food is always fresh and hot & the wait time is very short & they always apologize for keeping customers waiting for their order if it’s busy. My only complaint is that Chicken Express seems to have started serving crinkle cut fries. I’m not sure why. I wonder if it’s a permanent change or if it was due to a fry shortage & they used these in a pinch but it’s definitely not something I expected & I really hope they switch back because their fries were the best!! Now I will hafta order something else if this continues because these are not the same & don’t have that Chicken Express flavor we all know and love soooo Chicken Express….PLEASE go back to serving the same fries as before, thanks!
Atmosphere: 1
Food: 2
Service: 1
Absolutely Disgusting and Unprofessional – Serious Food Safety Issue loop 337 new braunfels receipt number DT#3210 register #3. $44.12cents
I’ve never experienced anything like what happened at this Chicken Express. I went in to make a simple complaint about a previous order and politely asked to speak with a manager. The employee told me “there’s no manager available” while I could clearly hear multiple staff members laughing and mocking me in the background.
I left feeling disrespected, but what happened next was far worse. When I got home, I opened my food and found multiple hairs throughout the meal, including inside the sauce container. It looked deliberate, not accidental — especially after how I was treated in the store.
When I called back, the same employee answered and tried to intimidate me by saying, “I have coworkers who heard the whole conversation.” That alone shows she knew exactly what she did and was already trying to build a defense.
I have dashcam footage with clear audio capturing their behavior in the restaurant, plus timestamped photos of the contaminated food. The entire meal has been preserved for inspection. This has been reported to the local health authorities.
This is beyond unacceptable. It’s disgusting, unsafe, and completely unprofessional. People deserve to know how customers are being treated — and that something like this could happen after simply asking to speak to a manager.
Atmosphere: 1
Food: 1
Service: 1
Can't help but to love good food it was so delicious
Atmosphere: 5
Food: 5
Service: 5
Favorite place to eat. Not enough locations. Closest one and it's 16 miles from me.
Food: 5
Service: 5
Our favorite fried chicken in town!
Atmosphere: 4
Food: 5
Service: 5
Restaurantji Recommends
Best chicken in our area. Love the gravy that comes with the tenders.
Atmosphere: 4
Food: 5
Service: 5
Keep gravy dippin that deep fried chicken.
Also, there is a demarcation between what is thicc and what is fat.
Atmosphere: 1
Food: 5
Service: 5
Really good chicken for a fast food joint, was also pleasantly surprised to receive a giant bucket of gravy with our family order. And those rolls were excellent!
Atmosphere: 2
Food: 4
Service: 2
Recommended dishes: Chicken Tenders Combo
Delicious fried chicken and I love the fried livers.
Atmosphere: 4
Food: 5
Service: 5
Quick fast and friendly service when coming to Chicken Express! Definitely a locals favorite here in New Braunfels!
Atmosphere: 5
Food: 5
Service: 5
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