Is it normal to leave boxes of frozen chicken at room temperature for 18 hours to defrost?

I'm curious because the customers frequently have to get refunds on the chicken afterwards. I've mentioned it to management and they just shrug it off as the way the kitchen lady does things.

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ArishMell · 70-79, M

No frozen foods should be thawed in a warm room, especially for that long. The normal advice, printed on food packing, is to defrost it overnight in a refridgerator, and eat it within 24 hours of thawing.

Purplepen's explanation for asking shows something is very badly wrong with her employer's business though, if management ignores the fact of "frequently" needing to refund customers.