visited the drive-thru on 07/05/11 at 17:48. I have visited the drive thru every other monday night since KFC started the 14 piece meal promotion. It is a great meal for my family. When I go I usually subsitute the coleslaw for the macaroni and cheese. I usually get charged an extra $1.00 or so for the subsitution.

On this day I went thru the drive thru and requested the 14 peice meal promotion and asked to subsitute the coleslaw for macarani and cheese (as I always do). I was told "we cannot do that". I explained to her that I usally always go thru the drive-thru and order this way without a problem. I told her if she needs to charge me extra then she can. She then said "there is no way we can do that". She did not apologize. I then said what type of meal could I get that is comparable price where I could get the mac and cheese. She then said "look at the menu".

I understand that if it is something that you can no longer do however customer service is important. The best way to tell someone would be "i am sorry we have changed our policy and can no longer do this, if you really would like the mac and cheese you can order ???? it is the same type of meal and you will get want you want".

Instead she says "look at the menu", "we dont do that". The drive thru was not busy and I do not understand why she was so upset.

When I got to the window I asked for the telephone number to complain she then said I will give you the number to our KFC and it our number. I became very upset. This was the WORST experience at a resturant. I was afraid to eat my food. I ordered the 14 peice meal without the subsitution but I got home and was terrified they spit in my food. It was not a good expeirence.

I happen to saw this video clip post by a friend who lived in Kuala Lumpur, Malaysia. It is disturbing to see the video and wonder if anyone is going to take action on the matter. I don't know how true is the footage but it definitely required the relevant party to come up with good explanation of what is going on? I don't know how the rest react to the video clip but it is horrible enough to put off most of my friends of ever wanting to visit the outlet especially in that particular area KL... It might be from other places but I really have no idea where the exact location is
The video can be watch from following link: https://fbcdn-video-a.akamaihd.net/cfs-ak-ash4/232107/1013/224329784274390_54678.mp4?oh=e740be7763e8453d232aac69e12a15cc&oe=4E173500&__gda__=1310143744_fe905131136c9ebaeebecc762a5f731b

https://fbcdn-video-a.akamaihd.net/cfs-ak-ash4/232107/1013/224329784274390_54678.mp4?oh=e740be7763e8453d232aac69e12a15cc&oe=4E173500&__gda__=1310143744_fe905131136c9ebaeebecc762a5f731b

I hope the involved company can investigate and give a good explanation as this video is tarnishing the company's image. I am one of their loyal customer but after seeing this I start having doubt whether I should order home delivery from them... Please give us an explanation to reinstore customers confidence.

KFC PEKIN, IL - HORRIBLE EXPERIENCE
HERE IS A RUNDOWN OF MY EXPERIENCE ON 6/28/2011 AT THE KFC IN PEKIN, IL. I ENTERED THE STORE AROUND 7:00PM. THERE WERE 6-8 PEOPLE IN LINE: AN EMPLOYEE, THEN AN ELDERLY MAN, THEN MY SELF, THEN, BEHIND ME, WAS A GROUP OF SENIOR CITIZENS. AS WE WAITED IN LINE THE GIRL OPERATING THE REGISTER WAITED ON THE EMPLOYEE AHEAD OF ALL THE ACTUAL PAYING CUSTOMERS. ON TOP OF SERVING AN EMPLOYEE AHEAD OF ACTUAL CUSTOMERS THE GIRL COULDN’T FIGURE OUT HOW TO APPLY THE EMPLOYEE DISCOUNT TO THE EMPLOYEE’S ORDER. AN OLDER WOMAN (EMPLOYEE) CAME OUT AND SHOWED THE REGISTER OPERATOR HOW TO DO THIS (WITH AN ATTITUDE). UPON WAITING ON THE EMPLOYEE THE OLDER LADY (EMPLOYEE) PUT TRAYS ON THE COUNTER WITH SOME ANNOYANCE AS IF WAITING ON CUSTOMERS WAS RUINING HER NIGHT. MEANWHILE THERE ARE ABOUT 2-3 PEOPLE STANDING UP BY THE COUNTER WAITING ON DRINK CUPS THAT THE REGISTER GIRL FORGOT TO GIVE OUT. AS THE EMPLOYEE EXITED THE LINE LAUGHING ABOUT THE REGISTER OPERATOR’S INABILITY TO DO HER JOB THE ELDERLY MAN IN FRONT OF ME APPROACHED THE REGISTER. AS HE WAS ORDERING I INSPECTED THE BUFFET, SINCE THAT WAS THE REASON I DECIDED TO EAT THERE. ALL THE FOOD WAS SPARCE (NO MASHED POTATOS OR CHICKEN!) AND, THE DRIVE THROUGH GIRL WAS FILLING DRIVE THROUGH ORDERS FROM THE ALREADY SPARCE BUFFET! AFTER ORDERING, THE REGISTER GIRL TOLD ME THAT I HAD TO WAIT FOR THE OLDER LADY EMPLOYEE TO GET MY TRAY READY. THE OLDER LADY EMPLOYEE WAS NO WHERE IN SIGHT. I STOOD THERE FOR A FEW MINUTES UNTIL THE REGISTER GIRL FINALLY GOT ME A TRAY. I THEN ASKED ANOTHER GIRL BEHIND THE COUNTER IF THEY WOULD PUT OUT MORE POTATOS AND CHICKEN. THE GIRL I ASKED IGNORED ME AND THE GIRL WHO DIDN’T KNOW HOW TO USE THE REGISTER INTERJECTED AND STARTED TO EXPLAIN TO ME HOW THE BUFFET KEPT THE FOOD WARM. CONFUSED, I TOLD HER I JUST WANTED POTATOS AND DIDN’T CARE HOW THE BUFFET WORKED. (VERY AWKWARD). I STOOD THERE FOR A SHORT TIME WONDERING IF THEY WERE GONNA REFILL THE BUFFET AS THE LINE BUILT UP BEHIND ME (OTHER CUSTOMERS WHO ORDERED THE BUFFET). AFTER ACTING LIKE THEY DIDN’T KNOW IF THERE WERE ANY MORE POTATOS AVAILABLE THEY FINALLY PUT SOME MORE OUT. I FILLED MY PLATE. I THEN HAD TO MAKE A SPECIAL REQUEST FOR CHICKEN. (I HAD TO ASK FOR CHICKEN AT THE KFC BUFFET!) I THEN PROCEEDED TO EXIT THE BUFFET LINE WHEN I NOTICED SOMETHING WENT WRONG AND THE ENTIRE BUFFET FILLED WITH WATER (ALL THE FOOD WAS FLOATING IN WATER!) NONE OF THE EMPLOYEES KNEW WHAT WAS GOING ON. IN FACT THEY SEEMED AMAZED BY THIS REDICULOUSNESS (THEIR REDICULOUSNESS!) FROM ENTERING THE STORE UNTIL I SAT AT MY TABLE IT TOOK 20 MINUTES (FOR A BUFFET ORDER!) I SAT DOWN ATE MY ONE PLATE OF FOOD THEN ATTEMPTED TO RETURN TO THE BUFFET. THEY NEVER DID REFILL IT. THEY JUST DRAINED THE WATER. 7 PEOPLE WORKING AND NO ONE REFILLS THE BUFFET, KNOWS WHERE THE POTATOS ARE, OR UNDERSTANDS WHY THE BUFFET IS FILLED WITH WATER! I LEFT MY MESS ON THE TABLE AND LEFT THE STORE, NEVER TO RETURN. MY 3 PREVIOUS VISITS TO THE STORE WERE ALSO BAD BUT THIS WAS THE STRAW THAT BROKE THE CAMEL’S BACK.

I've had to report such things on many occasions, I always try to praise good service but there have been times when I have been left fuming. Complain, and be as descriptive of the staff as possible as it'll be down to the individual shop staff,
After what felt like 15-20 minutes, it was finally my turn. The cashier asked for my order and after asking for the celebration meal as (new meal and I love to try it),
After that again I wait for 10 minuets and the whole raw took there meals I came and asked her nicely is my meal done or not yet and she replied back rudely (wait not yet) I saw my order throw the monitor blinking as it’s delayed and took forever to accomplish it. Sixteen minuets I asked her again and she replied the same. Then one of the staff stopped my meal order from the monitor system as its done, I told her that why it take all that time to prepare ready meal as it is only ( two pieces of chicken, two stripes, one cole slaw, one bread) then out of blue they give me my meal and again I have to remind her that I orders pepsi !!!

This incidence happened in ADNOC station – KALIFA CITY ABU DHABI - KFC branch out there time and date (8:10 united Arab emirates time zone +4 / Thursday 16-06-2011)

Cashier lady I don’t have her name but I am sure she is Pilipino nationality and she was the only one at that time, more over there is two cashier machines only one is active and the other one is closed ( I don’t know why – stuff members I saw more than six guys working together behind her.

As food industry especially fast food category do you think 30 minuets is convincing time to wait for a ready meal although the chicken very cold and the rice as well, I throw the meal in the nearest garbage.

Hopefully someone in the company who care about the reputation and customer satisfaction must take an action regard this matter in addition corporate business should be followed by code of conducts to carry on the good work.

Waiting for your valuable action.


Regards

Sultan Salam
00971-50-304-3553

I placed my order over the phone on 1st June 2011 at 4.40 p.m. and received my delivery in two hours at 7.15 p.m. after making endless calls ...at the universal number and also at the branch...i was told first that the rider could not find the house, then after calling several times, they said another rider was sent but due to the rain he slipped and the food got spoilt so he got back and soon it would be delivered but there was no sign of him...i would call their branch but no response, finally spoke to them and insisted on talking to the rider so I could explain him the house but he wasnt inerested and kept saying he was familiar with the area and did not require any directions...I kept waiting but he did not show up...
My 11 yr old son had his friends over who were almost going back without eating anything when finally the food arrived at 7.15 p.m. after two hours!!! and on top of that they charged me extra for upsize when I had not ordered any upsize!!!
I was very disappointed with their behaviour as no one was taking the responsibility to ensure timely delivery and no body to respond and give any information regarding the order status !! They could have informed me if it was not possible to deliver so I could think of an alternate instead of waiting and expecting it would be arriving any minute!!
Very poor and unprofessional attitude of the customer service!!A bad experience!!