Business ProfileforKFC

Date of Transaction - 04-29-2023 Order Number - ******** Amount charged - $19.32 Issue - Ordered online for scheduled pick up at 10:15 PM at the KFC, 535 Dick Road, Depew NY location as the store closing time was indicated as 11 PM in their website and app. When we went there for pick up, they said that they ran out of Chicken and will not refill anymore and refused to refund the amount charged for our order asking us to claim refund through the App. The App has a customer service number and a virtual assistant. After several attempts trying to contact customer service (only to be redirected to voicemail), when I finally got to speak with an agent the next day, after getting all details she opened a case number for my complaint and put me on hold to speak with their refund claims department. After waiting for an whole hour on hold, I finally hung up. I tried several times thereafter, only to be put on endless hold. Tried to contact them through the feedback form, it's been 2 days no one followed up. The virtual assistant is literally of no use. It's evident that they have designed the customer service system in a way where it's near impossible to get in touch with the agent for a refund claim, I'm starting to think it's intentional. Not only did my whole family go to bed without dinner that night, I spent most of my hours trying to speak with an agent for the past 2 days. It's incredibly stressful and the worst experience I have ever had with a food joint.