Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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,
  
  ******* ******

• Initial Complaint

  08/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The app does not work. I have accrued over 1500 points for free food. The app will not let you redeem. I have been attempting to get this resolved since 7/30/24. I have been calling many times and escalating but no one ever gets back to you. I have 2 complaint case numbers. They never call back of fix this issue. Fraud! You cannot give reward points and have no way to redeem them. Terrible and no way to run a business. No one in Customer Support would give me the Corporate phone, although the phone listed online says Corporate. Not sure what they are hiding or why you cannot talk to anyone in upper management? Really weird!

  

  Business response

  08/27/2024

  Dear ********* *********,

  Thank you for contacting KFC. We apologize for your experience. We have reviewed and see that you issue was resolved, and an email was sent to you earlier this week. We also see that additional rewards points were added to your account due to the technical error encountered.  

  Sincerely 

  KFC Guest Services

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  see Attached document

  

  Business response

  08/13/2024

  Dear ******* ******,

  Thank you for contacting KFC, we were unable to locate an attachment with your claim. Please resend and we will review.

  Sincerely,

  KFC Guest Services 

  

  Business response

  08/30/2024

  Dear ******* ******,

  We apologize for your experience. Since KFC is primarily a franchised organization, participation in national offers is optional. It appears this organization is not participating in coupon offers.

  We apologize for any inconvenience.

  KFC Guest Services. 

  Customer response

  08/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is barely satisfactory to me. I would suggest that those franchise owners who chose NOT to accept your corporate coupons be required to post signs on their drive-up windows and their front doors; as a 

  courtesy to their customers before the holidays. 
  
  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  KFC has an app which allows food ordering. You order food and receive notifications thar it is completed only to be told when you arrive at the store thar it is not done and you will have to wait another 20 minutes t for you order. When you are not able to wait the store refuses to give you a refund because you bought it on the app. There is no way to get a refund on the app and no phone number to call so you have to track down a phone number offsite Then you call that and they spend 15 minutes gathering information from you before telling you they need to transfer you to a different department for a refund request that may be denied and you spend another 15 minutes on the phone with them. This is unacceptable and this company should not be allowed to accept orders on an app if there is not immediate recourse provided at the store when an order is not available

  

  Business response

  08/13/2024

  Dear ***** *********
  Thank you for contacting KFC. We have reviewed and we are unable to find orders or complaints placed under the provided email ********************. We apologize your experience did not meet your expectations, in order to review your issue further, please provide an order number, email address or phone number you provided at time of complaint. We are unable to review by phone number as the provided number ********* appears to be missing a digit. 

  We look forward to hearing from you soon,

  Thank you,

  KFC Guest Services

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  More info

  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 advance

  

  Business 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.

*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. ↩