KFC — Restaurant in Heritage Valley

I hate to leave negative reviews but I feel there is really a need for this location to receive feedback and learn from what can be improved. This took place at 7 pm on a Monday; the restaurant was pretty quiet but it still took over 30 minutes to order/receive my food.

This location was extremely disorganized and has no sense of customer-based service. I felt embarassed for the staff and how they lacked any sense of direction and couldn't handle a simple order flow.

Upon entering the restaurant, there was nobody else in front of us waiting to order, only others waiting for their food (mostly Uber Eats or Skip the Dishes drivers). The front end employee was running between the front counter, drive thru, and to the back; during this time we were not acknowledged at all.

As we waited, one customer received his order, but it was inaccurate (there seemed to be confusion as to what exactly he ordered; he was complaining of missing gravy and said the combo was wrong). Instead of trying to quickly resolve the problem, the employee argued with the customer as to what he asked for (wasting time speaking in circles with the customer instead of trying to find a resolution). Everyone waiting had to witness this.

After about 5 minutes of standing there waiting to order (we had not been greeted), the employee approached the register, however I was still not acknowledged. She seemed to be taking a drive-thru order in her headset; I was very confused if I was supposed to order or wait for her to ask me what I wanted / greet me.

I asked for the new "Famous Chicken" Sandwich, the employee didn't seem to understand what it was at first (I had to point to the sign). After I paid she called to the back via her headset to ask if they had any of the Famous Chicken cooked. She then told me it would be an 8 minute wait. I probably would have ordered something different but since I already paid, I figured I would wait. I went towards the back corner of the restaurant to socially distance.

8 minutes turned into 10, then 15, then 20. During this time, several other delivery drivers entered the restaurant to pick up their orders; their patience too was wearing thin as they waited quite a long time for their orders. The front end employee was hiding in the back, instead of proactively coming out to advise on the delay / deal with customers. One employee from the back end walked through the counter area to go to the washroom. When he came back through, one of the delivery drivers had to flag him down to ask what the status of their order was. He seemed inconvenienced to have to answer the question.

After 20 minutes I moved up from the back corner where I was waiting to the front counter, trying to get the employee to notice me so I could ask about my order, but the front end employee still hid in the back / drive-thru area. My food was finally ready a full 27 minutes after I ordered (based on the time of the receipt) -- 27 minutes for a sandwich, poutine, and drink. There was no acknowledgement or apology by the employee for the delay.

My partner's order took just as long (we had paid separately), but the employee forgot what he ordered so she had to ask to see his receipt. It ended up that she rang up the wrong combo (chicken pieces instead of tenders) and she had to swap it out. (This lack of ordering accuracy is likely what upset the other patron about his messed up combo & gravy).

The sandwich was just not that good. The breading was overly dry (almost burnt?) even though the inside was fairly juicy. My pountine was luke-warm and the fries absorbed all the gravy (I can only assume because it was sitting on the warmer waiting for the chicken to cook). The paper straw in my drink disintegrated. I appreciate that KFC is trying to reduce single-use plastic, but the irony is not lost on me that the pop lid (and poutine container) were all made of plastic.

This is not the first time I've experienced this level of "service" at this location but it will be my last.

Employees could use face mask hygene...

Saying that the food was horrible is a complete understatement. I live in the Heritage Valley area but I usually get my food from a KFC that is pretty far away from us, but it's always worth the long drive because of the quality of the food; but since this is a new store and it's a short drive, I decided to give it a try. A big mistake on my part. Where do I even begin? I ordered a crispy fried chicken deal with potato salad, coleslaw, and fries. The chicken wasn't crispy to begin with; it was not cooked properly when I had specifically told them "well done", which I had to wait an extra 15 minutes for. I was willing to wait the extra minutes. You'd expect to have a fresh, and nicely cooked batch of fried chicken, but what do I get? Watery, soggy, and absolutely disgusting fried chicken. The taste was a weird combination of bitterness and saltiness, and did not have the proper texture of a classic fried chicken. Later on, I realized that it wasn't fully deep fried, which it should've been obviously; the fried parts were peeling off into small little bits and started separating from the skin. They boiled the chicken, then poured the batter and proceed with the deep fried method. Basically this was a cheap way to save some oil. I felt very disgusted when I saw water come out from the chicken and was considering returning the chicken but unfortunately the store closed before I had the chance. The potatoes in the salad were not cooked properly, the coleslaw was a watery mess with no flavour and the fries were basically just sticks of salt. In conclusion, I will never buy from this store despite being so close to my home; I'd rather drive longer to get actual...

If I can give a 0 score, I will certainly give this store a 0. Bought 20pcs hot wings for my family and after ate couple pieces we found there was 1 hot wing with feather! I checked all the other wings,there were 2pc have feather in total. It made us really sick so I drived back with these 2 pcs feather hot wings and tried to remind the store and also get my money back. However, there was no apologize from the arrogant store manager and he refused to refund and only give me one choice and that is take another 20pcs wings. The store didn't put itself in the customer's shoes, I already realized the hot wings in that day had feathers,according to the probablity, 1/10 of the hot wings could be have feather and fried in a same frying pan with the same oil. How could I would like to have another 20pcs?? After I told him the reason why I don't want to have hot wings anymore,he still insist on dealing with it by giving me another 20pcs hot wings. I didn't accept this solution, I just wanted my money back from that store and I think this is my normal demand as a customer. Something incredible happened, he said he cannot help me and let me take care of...