For the record, Hardee's has some great fried chicken, provided it is fresh (as advertised) and…read moreprepared correctly according to their recipe. I live about 10 minutes away from the Castle Hayne location. I called ahead and informed the staff member that I was coming to purchase an 8-piece chicken meal. He assured me, "I got you, man," so I proceeded to the restaurant. I made this call based on previous experiences.
Upon arrival, I noticed chicken in the warmer, and from the counter, it was evident that it was not fresh, despite the sign above it claiming otherwise. However, I have been there before, and often they retrieve fresh chicken from the kitchen, so I remained optimistic. I ordered the 8-piece chicken meal and two Hot Ham and Cheese sandwiches. I observed the staff member checking the chicken in the warmer, conversing with someone in the kitchen, and then returning to the warmer multiple times. This sequence of events felt like "foreshadowing" in literature. She then assisted a drive-thru customer before placing 8 pieces of chicken from the warmer into a box and bagging it. A few minutes later, she informed me that we were waiting on the sandwiches and handed me the chicken (I had already paid).
At this point, a lady, who appeared to be the manager, emerged from the back, handling cash from the registers. I inspected the chicken, broke open a piece, and found it to be extremely dry and clearly hours old. I asked the lady if she was the manager, and she confirmed. I explained that I had called in advance to ensure I received fresh chicken, but this was far from fresh. She claimed it was only 15 minutes old. I showed her the piece, and from her position, she could see it was obviously very old. She then began chastising her staff, stating that they should never serve fresh chicken first and that the old chicken should have been disposed of. I tried to explain that, as a manager myself, I believed this was her responsibility, not her staff's. She did not address me further.
A gentleman from the back, who I believe was the person I spoke to on the phone, approached as I was explaining that the chicken was inedible. The manager, Marilyn Johnson, continued to chastise her staff and ignored the situation at the counter. The gentleman seemed genuinely surprised at the state of the chicken and asked the manager if he should issue a refund. She did not respond. He asked if I had paid by card, and sensing his uncertainty, I told him not to worry about it. I mentioned that I was not upset with him but disappointed because I had anticipated enjoying fresh, hot Hardee's chicken. He was empathetic and engaging, which I appreciated. I believe his name might be Brandon. I received my two Ham and Cheese sandwiches and left, with Marilyn Johnson still not acknowledging me or offering any apology.
