KFC — Restaurant in Surrey

I am writing this review in regards to an encounter I had with one of the KFC employees. I had ordered a Big Crunch box, 4 drum sticks, and an extra crunch sandwich. On my way home, I realized that the 4 drum sticks were forgotten in my order. I go back, and inform the employee that I’m here to pick up my drumsticks as they were forgotten. She claims that I had said to cancel the drumsticks. I said no, I never requested the drumsticks to be cancelled, and that I drove back because I would still like them. She proceeded to then tell me that I was “lying” and that I cancelled the drumsticks. She offered to charge me for the 4 drumsticks to which I exclaimed that I had to drive all the way back to KFC to have this mistake corrected, and that now the rest of my order is cold. I requested the drumsticks be complimentary due to this, or my entire cold order be refunded and I would re-order everything from scratch again, no big deal. This was above her power so she called in a manager. Throughout talking to the manager, the employee continued to hover over the managers shoulder, repeatedly denying the mistake and pointing at me, saying that I was lying, calling me a liar to my face, and that shouting out that I said ‘word for word’ to “cancel the drumsticks”. I felt my character being attacked, which is not the way to treat a costumer. The manager told the employee to calm down and that she would be dealing with the matter, however, the employee stayed put and continued to shout “liar” hysterically, cutting off my every statement. The manager was unable to effectively listen to what I was saying as she was constantly trying to deescalate the employee- to no avail. After constant verbal attacks from the employee, I requested the audio of the drive thru box be pulled and replayed. The employee said they don’t have audio and said it’s her word against mine and that she’s right. I promptly offered to play her and the manager my dash cam footage of the original transaction, where the words of cancelling an order was never even spoken of. Immediately the employee's faced turned pale and she then quieted down and backed off. Once she was gone, my issue was then solved with the manager. I don’t want the actions of this particular employee to shade the review of the rest of the restaurant, which I’m sure usually runs smoothly and produces good meals. I am only absolutely shocked at the behaviour of this one staff member. I am not sure if maybe she was having a bad day, or is stressed about something else, but her actions and words were not appropriate when dealing with any costumer, and I hope that she gets additional customer service training at...

If you want great customer service, timely response and great food, do not expect it at this location. I wish I read the reviews of the store beforehand because I would have been better off looking somewhere else. I have visited other locations to measure and this place is declining quickly. First of all, I ordered food for my children who like fried chicken. The delivery took about an hour, I can live with that. However, once the food arrived it was cold, to go containers soggy and underwhelming. Secondly, they forgot some items but my kids were hungry so I figured what the heck I'll call and it can be rectified easily considering the mistakes that have been made already we will be flexible. On the contrary, nobody likes to answer the phone here so it takes over 35 mins to even voice these concerns. I'm very dissatisfied at this point and am looking merely to refund the items not delivered instead I am told that cannot happen and the employee proceeds to argue with to the point I don't even think the employee was listening at all to what I was saying. I wanted to refund the entire meal if I was being honest but I will settle for the portion that was not delivered, and then she told me off and hung up once I asked to speak to the manager. Finally, I visit the store to speak to the manager and while I am there I can hear the employees giggling and mocking me as I speak with the manager. Talk about a poorly run business. In the end this place cares nothing about the paying customer and the fact I was belittled, embarrassed publicly and my time was treated with such disrespect means I will not waste my efforts returning here again. Save your money and save your self respect, go somewhere else if you want a...

I went through the drive-thru today around 9:30 AM and ordered my food. While waiting, I saw one of the workers, a girl, making my burger without gloves. She was also cleaning up, such as throwing away sauces into the garbage, at the same time. I asked her why she wasn’t wearing gloves, to which she stated that it’s not a requirement. Even if gloves are not necessary, it is safety protocol to maintain sanitary conditions. She said she could wash her hands again if I was not satisfied, and I kindly asked her to do so.

When I received my food, it was cold. I notified the man who was the cashier, and the girl came to the window rudely, stating that she could remake the food but I would need to park in the waiting area, which could take up to 15 minutes. As I was tired and hungry, I just took my order. When I got home, I saw that the food was extremely cold and the fries looked old. I ended up throwing away my fries and burger as they tasted disgusting. I will never go to this KFC again.

Additionally, the kitchen was disgusting, with fries and burger buns all over the floor. This KFC has always been a disappointment, and management should really look into making changes because their staff is causing a lack of business due to customers not being happy and employees not...