KFC — Restaurant in St. Catharines

Today, around 12:15pm, I placed an order for delivery on the KFC app. It was a large order for 30+ people and was over $200. I scheduled the order for 4:30pm and received an email confirmation that stated delivery would be 4:30pm. At 1:50pm an Uber driver called and said he was outside with my food. I told him it was nearly 3 hours too early and that the people I ordered it for weren’t even here yet. He said there was nothing he could do.

I called KFC customer service to complain and request my order be filled at 4:30. They apologized for the error and said they would follow up with the restaurant and asked for my phone number so they could follow up with me. Assuming that the matter was dealt with, I went back to work. But by 3:45pm I hadn’t heard from anyone. So I called the restaurant and asked if my order would be sent at 4:30. I was told that they wouldn’t be sending it out as I’d already received it. I told them they sent it way too early. The response they gave was that the Uber driver was waiting for it and apparently he had already been waiting a long time. I told them that wasn’t my problem. I had all his food here and it was going to go to waste. She replied that when I order on the app I should also call the restaurant to make sure. I questioned her as to why I should have to call if I’m using the app. She then tried to minimize the relationship between the app and the restaurant and how they’re not responsible for the app. I told her I had contacted customer service nearly two hours ago and they were going to follow up. She said they had not heard from anyone at customer service and would not be redoing my order.

So I contacted customer service again and got a different agent. He apologized for the store’s response but couldn’t guarantee I would get my order in time now. So I ended up canceling my order and was told I would be refunded.

So a word of warning to anyone ordering on the app and expecting a delivery from this location. They do not seem to know how to follow directions from their own company’s app or, most importantly, how to address customer concerns when an error is made. I was stuck with $200 worth of food that I could not use and they did not seem at all concerned that I was out $200 and still without meals for the 30+ people I ordered for. If ordering from KFC, perhaps manually select a...

Very disappointed with the service I received here. I ordered a day in advance, since my KFC order was a large family order, and came to over $60. I figured ordered in advance would help out the staff, as it'd give them some extra needed time. The following day I go to pickup my order.. long story short, a young man who is the cook at this KFC disregarded my order ticket and chucked it into the garbage the same day I had put the order in. When I pulled up to pickup my order at curbside, I was greeted by this young man in an apron who welcomed me with "What do you want?" no hello, no nothing. It was the correct time for pickup and everything, so me (and my mother who was with me) enquired about my order - the young man had no idea what I was talking about. The manager had to get involved (who was really pleasant and kind) and the young man told the manager he threw my ticket out. No food was ready, basically my order didn't even exist!! Thankfully i took a screen shot on my phone of my order (I always do just in case) as proof, and the manager began to prep my order, offering an apology.

So the staff worked like crazy to get my order ready, and what does the young man do? He walks back into the kitchen, disregarding his error, not even offering to help the manager get the order together, nothing. He gave the manager a difficult time, he never bothered to offer help or own up to his mistake. He blatantly showed he did NOT care.

Once things were finally ready, the manager assisted by adding some forks, paper plates, etc. to my order while th young man hid behind the wall. I have worked previously in customer service for oveer 7 years, and I have to admit, this was the WORST way I have seen a customer be treated. The lack of empathy, lack of kindness toward a paying customer really bothered and upset me. The manager was great, she was friendly and professional, and upset that the young man hadn't done his due diligence to check the date on my order ticket before he tossed it the previous night.

Worst of all the chicken was overcooked, very dry, th gravey was completely cool by the time we got home due to the amount of time it was sitting, I like maybe 3 mins from this KFC.

Such an incredibly terrible experience. I will not...

Geez what a HORRIBLE experience! I came through the drive thru on Tuesday for what USED to be Toonie Tuesdays...for $2.00 you got two dark meat pieces of chicken and fries. Today that same "special" cost me $5.35. That's bad enough, but it gets worse. The fries she gave me were hardly warm and the little bag was half full. When I told her they weren't hot she made me wait while she got new ones. About 3 minutes. They were fine. The chicken was not... Inside the box were two of the TINIEST pieces of chicken I have EVER got at KFC! As a SPECIAL?? For $5.35??!! I would have had to order TWO of them to feel remotely full and that would have been a waste of $10.70!! I also asked for ice water and got no ice. And then a plate because I am travelling. I waited a couple minutes for the plate, and more time for the new fries to be given. I decided to contact the manager while still in their parking lot to express my concerns. I called FOUR times and let it ring about 20 times each time! NOBODY picked up!! Are you kidding me people? What has happened to KFC? It used to be expensive, relatively speaking, but you used to get decent service, you got ASKED if you needed napkins, a plate, cutlery etc, and the chicken was tasty which is why I still bother to come. Me and an older gentleman entered the store at the same time. Me to complaint, and him to place his order. They didn't even ACKNOWLEDGE we were standing there! For about 5 minutes! He ended up disgusted and LEFT. That's terrible customer service. So while I was standing there, inside, I called again...and the phone rang and rang and RANG!! Nobody ever picked it up! Then I was told the manager wasn't in today and that the girl couldn't release her number to me. Well if this place is this poorly run, then I it doesn't come as a surprise the Manager doesn't want anyone to contact her! Epic FAIL. And when I told her the two pieces of chicken were literally the smallest I've ever had at KFC, she said "Well that's what we give out". No offer to give me a piece of chicken free to settlee down or to apologize about...