KFC Redbank Plains — Restaurant in Ipswich City

First of all I will tell you about who I am and then the issue at Redbank Plains KFC as it will give you the full picture. I am a calm nature person who works late and has a medical condition which makes me choose what I eat very carefully and very difficult which leaves me with only 4 options for dinner in this area, in which I am not totally satisfied. This brings me to the order, as it was getting late already and coming close to the store closing time I decided to order online, I downloaded the app and placed and paid for my order online without any issue.I then drove to the store and proceeded to the "drive-thru" I got to the speaker and told the attendant "the order was an "online order"", the attendant then proceed to tell me "We don't have any "Tenders" for your "Double Tender Burger" would you like a "Chicken Fillet" instead?" I agree to the amendment and proceeded to the window to receive my order. I sat at the window for a good 10-15mins while they were still compiling my order which I placed online to save time (not an issue as I expected this) when I finally received my order with the perfect attitude and great smile I decided to drive around to the front and check my order (because there is always something wrong every time I visit this store), I'm glad I did, I found lettuce on the burger that was altered in which I can not eat because of my medical condition. I then proceed to go inside the restaurant where I was greeted by the attendant who served me my order to which I assumed was the manager and told her the issue. she replied with "I'm sorry, I don't think we have any Chicken Fillets left, you can have a Chilli Fillet or I can scrape off the lettuce" as I can't eat chilli due to my medical condition my reply to that was "I can scrape it off myself and I will be calling head office". I left that store without my issue being resolved. That is when my partner (who was in the car with me) asked "can I try now?" and I said to her "That is your choice" instead of going into the store she rang them as I was driving home, I didn't expect an answer due to the unanswered calls from previous attempts on previous occasions, to my surprise she got through and talked to a manager which was not the same person that I was talking to out the front of the store. The manager told my partner that the employee should not have spoken to me but should have gotten the manager instead and the issue would have been resolved there and then, so my partner did eventually resolve the issue but by this time it was too late to turn around and go back as the store was closing and I was getting tired and wanted to go eat, shower and then bed (but I'm still not asleep because I am writing this). so I'm still stuck with a burger that I didn't order, over paid for and can not eat with a (next visit) replacement meal that I don't want from a store that I don't like. I can tell you that I really don't expect to visit that store anytime in the near future, so i guess that I have unresolved issues... again... every time I visit this store, and it's not only me, I have seen the poor reviews on Google, it doesn't look good, anyway, my name is Charlie Stephenson and I will be following this...

As i walked in the store was very noisy. I looked over to the tables to see a bunch of young men being so boisterous. I then approached the counter, the young girl and young man there were too busy socialising and the manager involved to ask for my order. I also seen the eftpos was down. Lucky I happen to have cash on me. When i was finally asked for my order i had to repeat myself several times as the staff member didnt listen to what i was placing. Still in the back ground it was very loud which deterred us to stay inside to eat. I was not impressed at this stage as i seen another staff member involved in the group of young men. I had mentioned to the staff member that served me it was very unprofessional to be so disrespectful for other patrons. So after we paid and waited got our food as we decided to eat in the car due to the very very loud young men. My husband, daughter and myself sat in the car started eating when we went to get our napkin/spoon set there wasnt any. So i then had to go back inside to get some packs. No apology given from the staff member. So then one of the managers had been told by the staff member that served me about my comments relating to the staff member and men sitting being loud. All the young men stood up along with the manager to stare at us making us feel uncomfortable with dirty looks. After sitting in the car for a bit the same manager that told the young men what i had complained about came outside to give a customer their order. Whilst she was outside i approached her and said the way she handled the situation was very unprofessional that she should have pulled the staff member involved in the group aside to let him know what he was doing. Then the food itself wasnt pleasant. Very limp lettuce on the burgers, fresh and old chips mixed together, hardly any gravy in the potato and gravies, no extra mayo as ordered. Overall im never going back to that kfc again. First impressions were...

I had the worst customer service experience at KFC Redbank Plains.

I placed an online family pack order via Uber Eats, and when it arrived, half of the items were missing. I called the delivery driver, but she explained that she only delivers what the store gives her, and advised me to contact the store directly.

When I called the store, a lady answered and told me they could not redeliver the missing items — if I wanted them, I had to come to the store myself. Honestly, this defeats the whole purpose of ordering online. Still, I agreed to go in person.

When I arrived at the store, I waited around 10 minutes without anyone acknowledging me. Eventually, I asked to speak to the manager. Shockingly, the person who had been standing in front of me with her back turned the whole time was actually the manager. Even when a staff member told her I wanted to talk, she continued ignoring me and chatting with her staff for another 5–10 minutes before finally turning around.

Instead of listening to my complaint respectfully, her attitude was dismissive and unprofessional. She asked me what was missing but refused to check the order herself. I showed her my receipt and the items I did receive, and only then did she pack the missing food — with a grumpy attitude as if I was begging for free food, not simply asking for what I had already paid for.

This kind of customer service is unacceptable, especially from a manager. Ordering through Uber Eats exists for a reason: to help people who are busy, unable to leave home, or elderly. If customers are forced to go back to the store because of staff mistakes, it defeats the whole purpose of the service.

I am not writing this review because I want a free meal or refund — I am writing it because the manager’s customer service and attitude were extremely poor and need serious attention. It was honestly the worst experience I have ever...