KFC — Restaurant in Hyderabad

I am writing to express my disappointment regarding a recent experience at your KFC outlet in GVK One Mall. As a loyal customer, I expected better service, but unfortunately, the incident left me deeply unsatisfied.

On 28-03-2025, I visited your outlet with my friend for lunch. Due to ongoing UPI issues, we decided to place our order through the KFC app, selecting the “Dine-In” option at 03:26 PM while standing in front of the store.

After waiting for 8 minutes, we approached the counter and inquired about our order. A female staff member informed us that it would take an additional five minutes. Given KFC’s 7-minute express pick-up policy, I asked whether we would receive a complimentary Hot & Crispy Chicken if the order was delayed. She responded affirmatively with a smile.

However, when we returned at 03:44 PM to collect our food, an executive named Mr. Ganesh refused to provide the complimentary item. I was shocked and asked for an explanation. He stated that the 7-minute policy does not apply to app or website orders, which was completely contradictory to the prior confirmation from your staff. Even when another employee recognized me as a regular customer and tried to intervene, Mr. Ganesh insisted that the policy does not apply and displayed unprofessional behavior.

After a few minutes of discussion, he reluctantly agreed to provide the chicken but did so with sarcasm and an inappropriate attitude, making it seem as though we were begging for it. His condescending tone and expressions were completely unacceptable for someone in customer service. To make matters worse, when I pointed out his behavior, he smugly stated, “This is our KFC policy.”

I seek a formal explanation regarding this incident: Is KFC India’s “7-minute express pick-up” service not applicable for dine-in orders placed through the app? If so, why was I misinformed by the staff? Does Mr. Ganesh not receive customer service training? His attitude was unprofessional and disrespectful. If KFC values customer experience, I expect a written apology for his behavior.

I have always enjoyed KFC’s food, but this experience has made me reconsider my visits. I urge you to address this matter seriously and take appropriate action.

Looking forward to your prompt response.

Sincerely, M...

Today we visited this outlet and have placed an order for 1 zinger meal box, 1 paneer zinger burger and 1 all chicken box. Once we placed the order we asked for the bill however we were handed a proxy bill of the payment with hand written order number 230 mentioned on it. Once we received the order which was around 15 mins later we see they have added 2 large pepsi and 1 large fries without any intimation and without us knowing. We then asked for the bill again and after nagging the staff for long he provided the bill. To our surprise they have added a large fries and 2 large pepsi to our order. The order would come with a reg fries and reg pepsi but without our knowledge they added it to the bill. We were not provided the bill nor the order was confirmed before placing( like it is done in other KFC outlets) and our card was automatically charged for around Rs 260 more. The price is not the only concern, even after getting the bill we see that the order is already past the 7 min delivery offer to which we asked for the 1 pc free chicken offer whereas it was not provided though our bill amount was below 1000. We escalated this to KFC but on the bill we see a different phone number mentioned as customer phone contact other than our phone number. This is another level fraud as KFC will not be able to track the order as our phone number is not even registered with them and also we don't get the offers attached to the phone numbers. We are utterly disappointed with this KFC and @KFCindia should definately close this outlet as theh are just literal frauds out there looting customers. Also the portion size of chicken in the burger was small compared to...

One of the worst experiences of my life.I regret to have ever come to this branch of KFC, it has ruined my taste at all the previous restaurants of kfc. There is a big scam going on with many customers on a large scale.There are many irregularities to be noted here such as:

1.On paying the bill , we gave a cash of rs.1000 as the total bill was rs. 921, but she gave us only rs.78 and said there was no change.You may think of this as just one or two rupees, but taking this one or two rupees from each customer gives them profits in the hundreds , please don't accept such claims and check every penny.

2.After paying the bill at the billing counter, we asked the female employee to provide the bill, but she gave us a piece of paper with the order number written on it, and told us that the bill will be given only after the order is ready. After the order got ready she gave us a bill only with the list of items we ordered without their prices, when confronted about it, she replied there was a problem with the billing machine and told us that it will take five minutes to get the bill.

3.After finally getting the bill,it showed that we ordered extra cheese for our burgers and the pepsi was also medium,when we just asked for regular,which we clearly didn't order.This is clearly overcharging by adding the items we didn't order.

4.We expected the ordered food to be hot ,but it was barely at room temperature,even though we asked them to prepare our order fresh and hot, it was truly disappointing.

This was the most disgusting experience that me and my family ever had at kfc, we will never go...