Complaints
This profile includes complaints for KFC Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 96 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I did not receive part of my order which I noticed when I got home. I called immediately and let them know I’d like a refund for the missing portion of food. I spoke with the assistant manager ***** who refused to refund me. It would be a 40 minute round trip for me to go back to get the missing food so a refund make sense. He refused to help me and hung. I’m asking for an immediate refund of ticket#**** on 3/20/25 at 4:32pm at your 130 Duvick Road Sandwich, IL location. I’ll also be filing a BBB complaint as charging someone for food they did not recieve and refusing to credit them back is not legal it’s theft. Thank you for your expeditious refund and hopefully some additional training for ***** as he clearly isn’t equipt for this role if he can’t issue a simple refund when they make an error.
Business Response
Date: 04/09/2025
Dear ***** *********,
We apologize for the inconvenience you experienced. A $20 gift voucher was mailed on March 24th at the guidance of the restaurant manager for your missing items. You should receive it within 10-14 days from date of mailing via USPS.
Sincerely,
KFC Guest Services
Customer Answer
Date: 04/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ************If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:01/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Gift Card Number: *******************?Message: All of the KFC’s in my city do not take a KFC gift card for some odd reason so I would like my money back I can’t even use it online. Outrageous.I have all the screenshots of all the stores I called and all of them said they don’t accept online or physical gift cards! Why do you have this option if there are some states that don’t take gift cards. I have also screenshots of the error message it shows every time I tried to purchase kfc through your app from multiple kfc locations. I am beyond furious that I can’t even use a kfc gift card for kfc!Business Response
Date: 02/26/2025
Dear *** ******,
Thank you for contacting KFC. For the questions about your gift card, please reference the contact information located on the back of your card. There are two opens for connection either through the web at kfccard.wolfe.com and fil out the Gift Card Service Form or call ************.
Sincerely,
KFC Guest Services
Initial Complaint
Date:01/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i placed an order on 12/30/2024 for a family meal that was for fried chicken, tenders, and 3 large sides. The order was placed at 6:51 pm. The order wasnt delivered until almost 9pm. Upon inspection of the order, the chicken in the order was soggy and old, the sides were not large sides, and got 2 mashed potatoes and 1 mac and cheese. They only provided a small gravy for both mashed potatoes and the sides were cold. upon reaching out to customer service via chat, and phone call. one agent processed a refund. I paid with a kfc gift card for $25 and some change and then the remaining $23 and some change was paid with my debit card. They refunded the debit card amount, but as of 1/13/2024 the gift card balance is still at zero meaning they did not refund the gift card. They also said they were sending me a voucher for use on my next visit in addition to the refund and that has yet to be received via email or physical mail. At this rate i do not trust anyone in this company to refund my money properly and i am now asking for the gift card refund to be either cash refund or check. i have no want to order Kentucky Fried Chicken either now nor in the future. They outsource their customer service overseas and they dont actually try to help.Business Response
Date: 01/23/2025
Dear ****** *****
Thanks for contacting KFC. We have reviewed and it appears that the refund processed correctly and the refund to your gift card errored out with the payment processor. We are actively working through this issue and will notify you via email on your original complaint ********.
While we work though fixing this issue, we have added 1,000 rewards points to your KFC Rewards account. You will receive a separate email regarding the points addition.
We apologize for the inconvenience.
Sincerely,
KFC Guest Services
Customer Answer
Date: 01/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:12/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a pickup order via KFC mobile app on 11/26/24 to pick up on 11/28/24 at 4 pm. The order was accepted (order #********** and I paid via debit card. The money was cleared from my bank account on 11/29/24. I went to pick up my order at 4 pm on 11/28/24 and the restaurant was closed. My Thanksgiving was ruined as I had a house full of people and no chicken. I called ************** on 11/29/24 and was told my money would be refunded within 72 business hours and was given case *********. I requested someone call me back as I wanted to speak to her manager and I wanted my order full filled to make up for this horrible experience. The app should not accept your order and take your money if the restaurant will not be open. It’s been several business days since my call on 11/29/24 and I have not received my refund. No one has reached out to me. My order was never filled. I emailed them 12/05/24 on their mobile app where you can leave feedback regarding an order and have heard nothing from anyone. I want a refund. I want my order filled or a credit and I want them to reach out to me. This whole experience has been horrible.Customer Answer
Date: 12/09/2024
**** ***** **** *********** ** *****
Business Response
Date: 01/23/2025
Dear ******* ************
Thank you for contacting us. Order We see that your order ********* was refunded on 11/29 and the Area Coach of this location attempted to make connections with you. Were you contacted by the store Area Coach? If not we will review with that team to ensure your issues are resolved.
Sincerely
KFC Guest Services
Initial Complaint
Date:11/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
KFC's reward program is fake! I cannot redeem any points in the mobile app or online. For all the items in the reward program, when I was trying to redeem, there was just an error message "this reward is not available to redeem. Check other rewards". None of the items are redeemable. KFC's reward program is scam!!Business Response
Date: 11/19/2024
We are happy to review your issue, we are unable to locate an account under the provided email address: *************************** Please provide the email address the account is associated with and we will review further.
Thank You,
KFC Guest ServicesCustomer Answer
Date: 11/20/2024
KFC account email is ******************Business Response
Date: 01/23/2025
Dear ***** ***
Thanks for contacting KFC. Rewards are redeemable at participating KFCs. If you are experiencing issues redeeming your rewards please send additional screen shots that display the store number you are trying to order from and we will review further.
Sincerely,
KFC Guest Services
Initial Complaint
Date:11/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I attempt to thru their app. a 12-piece bucket on July 18, 2024. But repeatedly failed. So, I went drove to location and order to go. When i got the chicken was flavorless. Address: **** * *** ******** *** *** ******** ** *****, phone: ************ For 4 months i have been given the runaround of just offering a partial refund, which i jabr refused 3 times and provide a call back and no one foes.Business Response
Date: 11/19/2024
Dear ***** *****,
We have reviewed case ******** and have processed your refund for order ********* in full of $19.04. We apologize for your experience.
Sincerely
KFC Guest Services
Initial Complaint
Date:10/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a $100 and then a $50 KFC gift card that were mailed to me but I could not use it at any KFC location store nor load onto the app. They told me to contact KFC customer service for refund or replacement of the $150 but I never heard back despite calling. My updated mailing address is **** ******* ****** **** ****** *********** ** *****Business Response
Date: 11/19/2024
Dear ***** ****,
KFC US began selling gift cards online from one website in November 2024 **************************. If you have order gift cards online from another website it was not sponsored by KFC Corporation, US. Unfortunately, we are unable to assist.
Sincerely
KFC Guest Services
Initial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
While visiting Atlantic City, NJ we ordered thru the Kentucky Fried Chicken App on September 18th, order number *********, that was NEVER delivered to us. KFC's delivery partner is **** ****, and they tried calling the driver numerous times and refunded the order to KFC to refund to me. They couldn't refund me directly because I placed the order thru the KFC app and they do not have my credit card info, so they refund KFC, and KFC is supposed to refund me . KFC has yet to refund me for this order and keeps giving me excuses as to why they cannot refund me. They have told me that **** **** doesn't answer the phone, that they have ignored KFC's emails, and that KFC has to get this approved and investigated thru their "upper management" team. This is all a bunch of lies and doesn't need to be investigated because **** **** already approved and refunded the order to them to pass to me, Earlier today, I called **** ****, who agreed to do a three way call with me to KFC, and **** **** chimed in after KFC lied and said they couldn't get a hold of **** **** and **** **** told KFC that they had already processed the refund and that they should have already refunded the customer. KFC was not happy about the 3 way call with **** **** and hung up on me because they got caught up in their lies. I talked to a KFC refund member earlier who told me to get a reference # from **** **** regarding the refund and to call them back . I called **** **** again, spoke to a supervisor, and he again submitted an email telling them to refund me for this order and gave me reference # *********** I called KFC back and was given another excuse from KFC that it is up to the "discretion of the store leadership team" to issue me a refund. This I don't even think is legal. This has already been approved and refunded by **** ****, and I really don't think that its even in KFC's hands to decide if they want to issue the refund, because **** **** already done their investigation and approved my refund.Customer Answer
Date: 09/23/2024
I ordered thru the Kentucky Fried Chicken website that was NEVER delivered . KFC's delivery partner is **** ****, and they tried calling the driver numerous times to see why they had not delivered the order to the customer, but the driver did not answer the phone after multiple calls so **** **** refunded the order. They couldn't refund me directly because I placed the order thru the KFC website so **** **** did not have any of my credit card information and had to refund KFC who would pass the refund to the customer. **** **** took full responsibility for what happened and apologized for the experience that we had gone thru . KFC has yet to refund me for this order and keeps giving me excuses as to why they cannot refund. They have told me that door dash hasn't answered their call and emails. **** **** has already approved and refund and already passed the refund along to KFC, who legally needs to refund that money back to the customer. Earlier today, **** **** agreed to call KFC with me on the line so that way they could communicate and get to the bottom of this. KFC said that they were still waiting to hear back from **** ****, and that's when **** **** chimed in and said that they had refunded this order back on the 18th and that it is ridiculous that your company is still holding onto their refund. KFC was not happy about the fact that I had **** **** on the three way call and ended up handing up on me after getting wrapped up in her lies. I talked to a KFC refund member yesterday who told me to get a reference number regarding the refund from **** **** and that they would initiate the refund back to me. At this point I thought we were close to resolving this problem, but when I called **** **** again, spoke to a supervisor, he again submitted an email telling them to refund me for this order and gave me reference # *********** I called KFC back and was given another excuse from KFC that it is up to the "discretion of the store leadership team."
Business Response
Date: 10/30/2024
Dear ***** ********
We apologize for the inconvenience caused with your delivery and refund. On Sept 23rd a full refund of $93.27 was processed for your order that failed to deliver during your hotel stay.
We sincerely apologize for the mix-up of your refund remittance and thank you for bringing the issue to our attention.
Sincerely
KFC Guest Services
Initial Complaint
Date:09/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against KFC for their malfunctioning mobile app, which has consistently failed to work as advertised. This has prevented me from earning rewards and redeeming offers. KFC claims customers can earn rewards points and access special offers through the app. However, due to ongoing issues, the app does not work properly, making it impossible to earn points or use these offers. The first issue is ***** ***. Initially, the app would occasionally reject ***** ***, stating the payment method was invalid. After contacting *****, it was confirmed the issue was with KFC. Over time, this problem worsened, and ***** *** has not worked in the app for months, though it works elsewhere. I tried manually entering my credit card details, but the app intermittently rejected my card information as invalid. My credit card company confirmed the issue was with KFC’s app, not my card. Because of these issues, I have been unable to earn rewards points or benefit from exclusive app-only specials. I’ve contacted KFC Customer Service multiple times and always receive the same standard response that they’ll escalate the issue. Despite two app updates, the problem remains unresolved. KFC is aware of this, yet nothing has been done. I also filed a complaint with the ******* ***** ********** ****), but they do not handle individual cases and only document the issue. KFC should be held accountable for this ongoing problem, which prevents customers like me from using advertised app-only offers and rewards. I request that KFC fix these app issues and compensate me for the inconvenience and lost rewards points. Thank you for your attention.Business Response
Date: 10/07/2024
Dear ******* ******,
Thank you for contacting KFC. We have reviewed your issue and see that the payment processor was unable to process payments on card ending *****, due to an interruption in service with the card holding bank. We apologize for the inconvenience caused and have added 500 rewards points to your account.Sincerely
KFC Guest Services
Initial Complaint
Date:08/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm reaching out about a order I just want to let you guys know one of my drinks where wrong my 3 piece combo chicken meal wasn't correct it was spicy that I received when I ordered original and the drink was a large Pepsi and Large mountain dew but I was given a DR pepper instead for one of my meals. I paid for two honey mustard sauces but I didn't get those even though I paid for them. I keep having bad experiences at this particular location on S lumpkin Rd in Columbus,GA. I would call the store in let them know about my orders and nobody answers the phone most of the time or if they pick up the phone they aren't helpful. A lot of f my chicken comes undercooked or the skin be always falling off the chicken, the biscuits be falling apart the servings be extremely small the boxes be poorly packed. I feel if a certain item isn't in stock let me know that don't just give me what you want to give me. This order I'm telling you about right now was made from Uber/Postmates. I told Uber about this particular order but they didn't want to compensate me. I will attach a screenshot of my receipt of everything I ordered. I don't have any issues at other KFC locations in the Columbus, GA area. I need to this to get to corporate BBB.Business Response
Date: 08/26/2024
Complaint is against a locally-owned franchise, the location is responsible for addressing the complaint.
Store Info
KFC Store ******** *** **** ***** ******* **** ******** ** ***** **********Owner Info-
Estate of **** **** *** ** ******* ****** ******** ** **********Business Response
Date: 08/27/2024
Dear ** **** Looks like your order was placed through a third-party delivery service. Please connect with this delivery service regarding issues with your order.
Thank you,
KFC Guest Services.
Customer Answer
Date: 08/29/2024
Complaint: ********
I am rejecting this response because: Issues aren't with the delivery service it's with your employees and the poor training at your restaurant take some accountability and do your job.
Sincerely,
******* ******
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