I placed a very large order online, an order that was for 2 households. After placing the order I tried phoning the store to ensure the orders would not be mixed. Couldn't get through, the line was constantly busy. I left to pick up the order. When I got there there was a very long line at the drive through and also a line inside the store. I pulled into the drive through line and starting trying to phone again, constantly redialing and constantly getting a busy signal, by this time I know the phone is off the hook, no way has it been busy for this length of time. I was in the drive through line for about 15 before getting to the order station, then once there was told to wait. Almost 10 minutes later they returned and asked for my order. I told them I was there to pick up an online order. They acknowledged and I moved forward. Finally almost 10 minutes later I was at the pick up window and was greeted by a friendly person. I gave her my name and waited, and waited, and waited. Finally she brought the order and I explained that I wanted to ensure the orders had not been combined in any way. This confused her greatly. I reviewed my order with her and this was when she told me they were out of coleslaw, which should have been included in my order. She tells me she can sub corn for the coleslaw. I tell her that's ok. I try to review the order again just because I had a suspicion that something was amiss. By this time she is totally confused and spinning in circles and when I remind her I had ordered extra mac and cheese and biscuits, she had to go get help. Now another employee comes up and I have to go through the entire order again because they're under the impression my order is a GrubHub/DoorDash delivery. When I remind the new lady I have ordered extra sides of mac and cheese and biscuits, she tells me there is mac and cheese in all of the orders. I ask her what happened to the corn, she tells me they put corn in one order. This dog and pony show went on for over 15 minutes with 2 employees and other customers waiting in line behind me, I'm sure getting more frustrated by the second. My 3 bags of food were packed and repacked at least 3 times in an attempt to get it right. Finally, in utter frustration and irritation I left with the food. I delivered 2/3 of the order to the other household and took ours home, only to find out that more than half of the biscuits included in all the orders (16 biscuits in all) were hard as rocks and the sauces I had ordered to accompany the chicken tenders were in a bag with the bone-in chicken pieces and weren't even the sauces I had ordered. By this time it's too late to try to remedy the situation, the meal had already been delayed quite a bit. The next day I got online to report the issue to the KFC website and was quite pleasantly surprised when I got a voicemail from them within an hour. When I tried to call back I was on hold for just under 15 minutes and was just getting ready to disconnect when the line was answered and the first thing the representative said was to ask me for my order number. I explained I didn't have that info with me and she asks didn't I want a refund? I said "No", I just wanted to relay some constructive criticism. Needless to say this conversation didn't end up with me getting any satisfaction or feeling like KFC Management would end up hearing my concerns. Clearly this restaurant location is understaffed and the staff that is there is poorly trained. I would also recommend the restaurant establish a separate pick-up location for orders that are placed online. This would not only speed up the distribution of the prepared meals but would also speed up the line of customers placing their order in the drive-through. It would be a win-win. KFC sells a good product at a fair price, it's a shame that poor organization and training leave negative impressions on customers. These substandard experiences can only run customers off, and in today's current situation, create a serious loss for the KFC business. read more
