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Complaint Details
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Initial Complaint
05/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
5-17 I made an order on the KFC mobile app. When I went to the location to pick up my order, I was informed that what I ordered wasn’t available and was offered a substitute instead. I let them know that I wanted a refund instead since they didn’t have what I actually ordered. I was told that I had to call the corporate number. After going through two levels of reps, I was told that I was outside of the refund window and could not receive a refund. I told the rep that I felt like I had been robbed. To date, I’ve received no communication and no refund. Additionally, I’ve come to realize that this is a common problem with KFC. A business of this size shouldn’t be able to just openly rob it’s customers. I got nothing at all and they still have my money. I just want my money back. Order number ********* Case number for complaint with KFC ********
Business response
06/10/2024
Dear ******** ********,
Thank you for contacting KFC, we apologize for your experience. We have refunded your order ********* in full. You will see $11.42 back on the card used for payment within the next 72 business hours.
Sincerely,
KFC Guest Services
Customer response
06/10/2024
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
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I’ve been collecting points for a while trying to save up. I reached about 658 points until i came back two days later to find 0 points in my account. I spent a good amount of time collecting and was disappointed to find them all lost. I would like my points back if possible. :( thanks in advanceBusiness response
05/16/2024
Dear ******* ********
Thank you for contacting KFC. We apologize there was a technical glitch with your rewards account. All issues have been resolved and we added 100 additional points to your account.
An email was sent to your account when the issue was resolved with a note about the additional 100 points and a free. We sincerely apologize for inconvenience caused with this issue.
If you did not receive an email in your inbox, please check your junk/spam folder.
Thank you
KFC Guest Services.
Initial Complaint
04/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Well I was just at the new KFC on first and Wetmore in Tucson , Arizona and let’s just say I’m never going back . First off all the food was flavorless and I only got about half of what I ordered … two meals and no biscuits and even the wrong food , not even a fork . Keep in mind we were the only ones in the drive thru . When I saw and asked for a fork , they said “ sorry we are out “ . What kind of fast food chain runs out of forks . I’m just disappointed , I was really craving it …Customer response
04/17/2024
*** * ******* ** ******* ** *****
United StatesBusiness response
05/28/2024
Dear ***** ***********
Thank you for contacting KFC, we apologize for your experience. We are mailing a $30 **** gift card to you. This will deliver directly from **** by June 5th.
Sincerely
KFC Guest Services.
Initial Complaint
04/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
KFC was given a coupon, cashier rings up sale and runs card. Then says "she hit the wrong button and can't give a refund". Proceeds to say she will give a cake and extra chicken to make up for it. Get home and find not only is there no "extra" chicken but not even the amount of chicken that was ordered, no cake and missing sides. Then notice the chicken was cold, soggy and clearly was an old batch left out. Tried calling this KFC and no one answers the phone. Make a trip back and the door is locked, knock and they turn off the lights pretending not to be there and it's nowhere near the 10 pm closing. Adult son walks around to the drive thru window and continues to knock on it until they come to the window and tell him they don't refund money. So basically they stole my money, didn't give me what I paid for and then find out what I did end up with is not edible and was never eaten. I should have called the police and regret that I did not. I came home and made a complaint online and also called and filed a complaint. Told I would get a refund and "someone would call me" but that has not happened yet but I was asked by email for the address of the KFC and never heard back. There is a complaint on file now with my name so please get back with me and refund my money.Customer response
04/09/2024
KFC 120 West Mitchell Hammock Road, Oviedo, Florida, 32765Business response
04/16/2024
Dear ****** *********,
We are sorry to hear about your recent experience with KFC and apologize for your experience. We are mailing you a $50 KFC Gift Card that will arrive via ****. We did drop the card in the mail today. Again we apologize for your experience.
Sincerely,
KFC Guest Services
Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I place an order on the KFC App for Delivery, I know it might be a little late. The problem is the wrong order & the food cold & old. On 2/17/24 @ 6:59 pm, I placed the order# ********. 8 pc. Chicken Meal 8 pc. Chicken Only Type of Bucket : 8 pc. Chicken - Variety Style : Original Recipe Secret Recipe Fries Size : Side Large Mac & Cheese Size : Side Large 4 Biscuits Biscuit(s) : 4 Biscuits I received mostly Dark meat & it was cold, the Biscuits were hard. I tried re-heating the Chicken, it dried out, & so did the Mac & Cheese. Can't re-heat the fries or the Biscuits since they were hard. Had to throw it away. I called Cust Service ************** ***************), the Rep. wanted to refund Half of the Order. the $14.50, I didn't accept, he stated he was to escalate & they would review & see if they refund the amount. They might not call me. I called the store ************ spoke to *** the Manager, she transfers me to ********, she stated that's she's not able to do anything about it since I didn't call the store the same day or the day after & they might have replaced the order. I told her why, so they can replace it with Chicken & hard Biscuits. She said to go complaint to the App or the Online Order since I didn't go into the store to place the order. Worst service I have ver received from everyone I talked to today. I want a FULL Refund of the $42.82. Not my problem this store uses **** **** for their Deliveries. I placed the order on KFC App. Get the money back from **** ****, you have a contract with them, not me. **** **** is the worst Delivery Service in our area. Late Deliveries. Deliveries to Wrong Adresses. That's why I don't order on **** **** & won't order from this place again. I no longer Trust this location.Business response
02/29/2024
Dear ***** ******,
Thank you for contacting KFC. We apologize for the inconvenience we are sending you a $25 **** gift card to your email mail ******************* for the issue.
Thank you
KFC Guest Services
Initial Complaint
02/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I earned 208 points on my 1/26/24 order, yet it’s showing I have 0 points in the app. I called customer service and the answer they gave me is unfathomable. A supervisor told me that someone will be reaching out to me but I still haven't heard from anyone. All of this over 208 points? I can simply take my business elsewhere if this is the type of treatment I'm going to receive.Business response
02/29/2024
Dear ****** ******
Thank you for contacting KFC. The KFC Rewards program launched on January 29th for all order placed January 29th and beyond. Orders placed prior to January 29th do not qualify for rewards. However, we understand your frustration and have added 500 points to your account. Please allow 24 hours for points to reflect.
Thank you,
KFC Guest Services
Customer response
03/01/2024
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
01/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The KFC located at 14405 Montevista Road, Groveland, FL 34737 is the WORST run location They never answer the phones and NEVER have Pot Pies available. Also they run out of chicken after the dinner hour and will not make anymore. They seem to be al young and don't care I worked at a KFC LONG TIME AGO and this was NEVER tolerated. The KFC IN CLERMONT located at 590 E. South Highway 50, Clermont, FL 34711, has an awesome manager and she has told me that they get several complaints about the above location. They always have food available . Thank you for looking into this.Business response
01/25/2024
Dear ********* ********
Thank you for contacting KFC. We have forwarded your complaint feedback to our field operations to action with the Franchisee.
We appreciate your feedback.
KFC Corporate Guest Services
Initial Complaint
12/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The date was 12/18/23.i order some food from a branch out here in orange county actually the one in ranchoSanta Margarita .moving forward when I got the food it was made horrible I contacted corporate right away ,and nothing was done I was lied to multiple times .I even tried calling the number on my cell phone and then deverted the number to something else to a Canada location. They lied and were rude and discriminating as well.they have a lot of bad reviews and they won't clean up there act it's very concerning. Even there customer service rep lied on multiple occasions. They tell you that a team will call you instead of rectifying the situation right there .all there conversation are recorded but no one holds them accountable about what they say .they don't care about customers at all.i requested a manager and was getting push back because I wanted to speak to a manager I've spent so much money with them it's ridiculous, it was ghetto and unprofessional how was treated and very discriminating.Business response
12/19/2023
Complaint is against a locally-owned franchise, the location is responsible for addressing the complaint.
Store Info
KFC Store #******* *** ***** Santa Margarita Rancho Santa Margarita CA ***** **********Owner Info
******* ***** ** ***** ****** *** ******** ** *****Initial Complaint
12/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was at ur north Tryon location n Charlotte Nc and they left my apple pies out I did not realize it until I got home and every time I call the store it gets disconnected! Order number **** ******** ****** I just want my turnovers lolBusiness response
01/25/2024
Dear ******* **
Please clarify the location attended. We have a location on South Tryon, but not on North Tryon. To better serve your needs please advise the store you visited.
Thanks
KFC Guest Services
Initial Complaint
12/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I went through the drive-thru at KFC on November 22nd 2023.. my order total was 5283 and when I got my bank statement I realized I was charged double so I then went to the KFC store and the manager told me that it wasn't his issue it was a bank issue.. then I went to the bank to which they told me it was a KFC issue it was a glitch in their system so 3 days after I went into the store and was refused my money back I spoke with the general manager who told me that he would push it up the ladder and I should get a refund in three to five business days.. today is December 6th and I still have not been refunded the 52..83 and I was also told by an employee that this was at the first time that this has happenedCustomer response
12/07/2023
The address is *** ******* ****** ************* ** *****Business response
12/12/2023
Dear ***** ****,
Thank you for contacting KFC. Please advise the last four digits of the credit card with the duplicate charge and we will research the issue on our end.
Thank you
KFC Guest Services.
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91 total complaints in the last 3 years.
23 complaints closed in the last 12 months.