KFC — Restaurant in Calgary

UPDATE. I was told Sunday, after I called to find out where my order was, and eventually cancelled it, that my credit card would be refunded Monday for my order. Well, it’s Wednesday night and my card has not recorded a refund. Nothing. I’m not sure what to do now? I guess I’ll contact KFC Canada, and my credit card company. I had a bad feeling when I spoke with the woman Sunday, that this was a likely outcome. I mean really, I placed an order, I received a confirmation email message with a proposed delivery time, after nearly 45 minutes past that time I called, and well, they had excuses but I should just come get it. I had a feeling I was dealing with someone, or some people, who wasn’t trust-worthy, and I guess I was right.

I placed an online order for delivery. I never do this but we were both not well today. Suggested they just leave it at the door, knock, and go for that reason. Placed the order around 5:20, received the email confirmation it would arrive at 5:34pm. Checked a few times in the next forty-five minutes. Tried checking the website for over fifteen minutes. Finally called the CS telephone, and she transferred me to the restaurant. Sooo, yeah, “it didn’t push for delivery” whatever that means so I need to come pick it up. Oh really?! Could I come pick up my 1.25h old order, that I payed $60 for including the $7 delivery fee and mandatory delivery driver tip? Could I?! Ya, no. There was no apology, and no talk of refunding the delivery amounts. After a while of that frustrating chat I told her I wanted a full refund. Well she could do that but she has to call IT and that will take 24 hours. I’m never seeing this money again. Do NOT order delivery from this KFC, unless you never want your order and you want to just give...

Don’t order delivery on KFC website!

We placed a delivery order online directly through KFC’s website. When we got our delivery, we noticed that they forgot our poutine. OK, no problem - mistakes happen.

My grievance is with the process of trying to rectify the situation. We called the number listed on the email receipt, which led us to a corporate customer service centre we believe. When we explained the issue, they attempted to patch us directly through to the Mahogany location, but unfortunately no one answered the phone. We called the customer contact centre back and explained that no one at the location answered our call and then we were advised that they can’t assist us and only the Mahogany location can help us (perhaps because they are a franchise?). Anyways they attempted to patch us through to the location again, and again no one answered. We called the Mahogany location directly after that for a third time and still no answer.

At this point in time, all we wanted was a refund for the missing item but couldn’t request one because no one would answer the phone. My husband drove over to the location, explained the issue and was provided with the missing poutine along with an unenthusiastic “oh, sorry” from the staff member working the counter.

Again, mistakes happen and we’re generally pretty understanding people. But having to drive to the store ourselves just to get in touch with someone is ridiculous (what if we were a family that didn’t have access to a vehicle?). We won’t be ordering directly through KFC’s website in the future, since there appears to be little recourse to address issues...

This KFC branch has to be the worst restaurant I have ever encountered in all my years of dining out, both locally and internationally. I visited this location this afternoon to get a quick takeout before picking up my son. I queued for almost 20 minutes before it was my turn to order. Before placing my order, I asked how long it would take to fulfill it, and they said, '4 to 5 minutes.' So I placed my order and paid.

After 15 minutes of waiting, and seeing everyone who ordered after me receive their food, I went to the counter to inquire about my order. They told me that my order got bumped out of the queue/system and they missed it. They promised to make my order as quickly as possible, but I was already disappointed. I wondered why only my order got bumped out—could this be a deliberate attempt to frustrate me because I asked a simple question before ordering?

I declined their offer to prepare my order after wasting over 35 minutes (20 minutes queuing and 15 minutes waiting for them to prepare the order). I asked for a refund so I could just leave there and head out to pick up my son. Initially, they said no problem, but later told me they had a new system and didn't know how to process a refund. I spent another 10 minutes trying to get my refund, and they were unwilling to give cash. I eventually left without getting my food or my money back.

This is the worst KFC, and the worst restaurant, I have ever experienced. This incident will definitely stop me from going to any KFC location ever again.

P.S. I will escalate this further up the chain of command and demand...