ComplaintsforLuihn VantEdge Partners, LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given the completely wrong order and my kids would not eat the food that was provided to me. I ordered 6 chicken ******* and two cheesy rollups. The order I was provided was a bunch of steak and beef tacos. My problem is that we were rushed through the whole order and drive through was not even busy. The staff did not take the time to check they were giving the correct order. My kids refused to eat the food provided as they'll only eat chicken. My wife and I also do not like steak or beef. We were already back on the interstate by time we noticed all food was incorrect. I called the restaurant and spoke with manager and he was aware they gave the wrong food and said to come back. I was already several miles away and was not going back as we were on a time crunch. I asked for a refund and he refused to do it over the phone and said I needed to come back to restaurant. No I was not turning around to deal with an incorrect order. I was very disappointed and would like to request a FULL REFUND to be sent from corporate. Order # ******, 7/11/24 at 12:43pm, ************************* was for $48.37, Approved # ******. Last 4 of acct used for payment: 3715.

  

  Business response

  07/12/2024

  First, let me express my deepest apologies. At ***, we strive to provide guests with great food at a great price in a friendly, welcoming environment.  We appreciate the customer contacting us regarding their experience at ********* / *** in ******, **. The Area Coach, *****************, spoke to the guest today, apologizing for the incorrect order and the inconvenience that this caused the guest. We are sending the customer a full refund via certified mail as a money order. We will take the appropriate action necessary to improve so that this doesn't happen in the future.  Please accept our sincerest apologies for any inconvenience you may have experienced. 

  Customer response

  07/15/2024

   
  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.
  

  They reached out to me directly and were sincerely apologetic for the error and refund was processed.

  
  Sincerely,
  
  *********************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* order #*********** w nc 54 ******, ** ***** total $6.98 Placed order on 10/1/2023 at 21:15. app told me it was ready like 15 minutes later. got there and drive through told me no food and no way for either of us to cancel order. gave me franchise owners number to get refund but no one picks up. thanks for wasting my time and money. order also wasted a ********* fire reward for redeeming 250 points.

  

  Business response

  10/26/2023

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

  

  Business response

  10/26/2023

  I contacted the customer and apologized for the poor service that he received and offered to remake his order or provide a free meal or two for the inconvenience.  He declined and sated that he was simply trying to alert upper management as to what was occurring at the store.  I left him my name & number so that if he changed his mind, he could simply call me, and we would be happy to provide him a meal on us.  We talked for a bit about the ordering process via the Mobile App, which was what he used to place his order, and how that process worked internally.  Again, he was not upset at all, simply just wanted to alert management.  He has my personal number if he has any future issues.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went through the drive thru on 8/22/23 at 4:38pm and ordered a 5 piece nugget kids meal and a crispy chicken meal. Told at speaker my total was $14.81. I was never told total at window and wasnt handed my receipt until I asked for it. I noticed I was charged $15.00. I was charged $0.19 in TB Foundation Fee without being asked. This is the 3rd time this month I have been charged a TB Foundation fee charge without being asked, with the prior time being charged an extra $1. I attempted to call the store 3 times when I got home but did not get an answer. Please stop charging customers an extra fee without being asked, this is stealing! Please notify order takers they should not be doing this.

  

  Business response

  09/01/2023

   

  We reached out to **************** by phone and email. She returned the call and spoke with the Area Coach, *****************************. He apologized for the issue she experienced at the Zebulon KFC/Taco Bell, ensuring her that this is not the behavior that we expect from our employees. She wanted to inform the company of the issue and didn't want anything in return. ****** asked **************** to send him her complete mailing address so that we can make things right by sending her a gift card for the balance of the three meals that she was overcharged; once we receive the mailing address, a gift card will be sent to ***************** 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The price of a 5 layer burrito on drive through menu is $3.19. However my receipt shows $3.99. When I asked about this the cashier said they are supposed to honor the price but no one knew how to make that happen. I was also charged $1 for a Foundation.

  

  Business response

  08/08/2023

  In response to complaint #********, we reached out to ********************* on Friday, 8/4/2023 leaving two messages, and again on Monday, 8/7/2023 and did make contact.

   

  An apology was offered, and it was explained that the pricing on the outside board had been missed.  He asked for the difference, we are meeting him today, 8/8/2023 at 4PM at the store where he will receive a full refund.

   

  This issue has also been addressed with the team at this location.

  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To the *** in ******* **. I went thru the drive thru today 06/07/2023 my receipt time was 3:33 I was told that it would be 5 minutes for the nuggets. I agreed and was asked to pull forward. I ordered a chicken pot pie, a 12 piece nugget, large mac and cheese. and large mash and gravy. At 3:50 I went back thru the drive thru as there was no customers in the line or in the restaurant, I had to knock on the drive thru window and a gentleman came to the window. I showed him my receipt as I had not received anything and no one had come outside. She walked away and came back with my food. I asked to speak with the manager, ******/ ***** she wasn't clear when I asked her name. She is white and has red hair. I advised her of the situation and she just kind of blew me off. No apology or anything. I left and went back to work only to find out my food that I had waited almost 30 minutes on was cold and missing part of the order. I have no called the office back as I got attitude while at the office so didn't feel a call would yield anything better. I am 7 months pregnant and get off at 7pm, I had been by this location 3 times this week attempting to get a chicken pot pie and every time I was told they didn't have any and they weren't making any more that evening. Apparently you have go to the location before 5pm if you want a chicken pot pie. So when I got ********* today and saw that it was crushed because the large mash and gravy and mac and cheese was put on top of it I was disappointed. I have the receipt to confirm all of this if the store reaches out to me but I know that isnt likely.

  

  Business response

  06/08/2023

  Complaint is against a locally owned franchise.  The location is responsible for addressing the complaint.

  Store Info

  KFC Store #J120005 **************************************************** **********

  Store Owner

  ************** Luihn ***************************************************************************************

  
  

  

  Business response

  06/26/2023

  I am writing in response to the customer complaint filed against the *** in *******,** and assigned the complaint number ********. We take customer concerns seriously and strive to address them promptly and effectively. Upon receiving the complaint, we attempted to reach out to the customer, *************************, on June 23 and 24th to address their concerns and find a resolution. However,despite our best efforts, we did not receive a response from them. We understand the importance of open communication and regret that we were unable to connect with ************************* directly. Nevertheless, we took proactive steps to rectify the situation. We sent an apology letter to ************************* via mail and followed up with an email to ensure they were aware of our sincere apologies and commitment to resolving the issue. In the letter and email, we expressed our regret for any inconvenience caused and outlined the steps we are taking to prevent similar issues in the future. We value our customers and strive to provide exceptional service. We understand that ***************************** experience did not meet their expectations, and we are committed to addressing their concerns and finding a suitable resolution. We encourage ************************* to reach out to us directly so that we can work together to resolve this matter to their satisfaction. 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 2/11/22 Amount: $6.22 Details: placed an online order on KFC app to pick up at restaurant. Received a receipt with order # and pick up time. When I arrived at the restaurant, I did not see my order in the pick-up area so I spoke to the manager. He stated that he did not have my order in the system. When I tried to show him my receipt, he said he couldn't use it and I would have to purchase a new order.

  

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/22) */ I contacted the customer, and a money order will be sent to her in the amount of her order.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an order to Taco Bell through the Mobile App on 1/9/22 around 8pm. My order number was ******. When I went to pick up the order, I was informed at the Drive-Thru window that they were unable to fulfill my order because they didn't have potatoes in stock, so I should "go through the system" to get a refund on my order. I did not receive any items, and would like a refund, or even store credit. I'm not trying to nickel & dime the company, I just want my experience to be resolved. My order was $26.10 and I have reached out to the online customer service TWICE, before I came here. I'm very disappointed with this entire process. I don't want to call my bank to dispute the charge, but because the payment has posted to my account, and I had no response so far, I will do so, if I do not have some kind of resolution. This isn't a matter of "I didn't like the food". This is a matter of my money being taken, after being told that my entire order won't be fulfilled, and I would have to deal with it through your company's "system". I just want my money back, or even store credit. My previous experiences were okay, for the most part, but not this time. Please resolve this issue as soon as possible. Thank you.

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/18) */ The customer was contacted and was sent a money order in the amount of their order. Tracking ** *********************

*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. ↩