KFC — Restaurant in Utrecht

Hello,

Sadly, i just experienced an unbelievably poor customer service experience from a restaurant, but most important the KFC brand that I have loved since I was a boy. This is the first time that I have ever had an issue in the past 50 years with KFC. Let me tell you about it.

I ordered via the KFC order online website and chose for the UBER delivery option in Amsterdam. I had order a full meal for my family of four, but only about 60% of the order arrived at our house. I called over to the Dappermarkt location and spoke to the Manager, Gia?, I think her name was. I explained that 3 orders of fries and 1 order of popcorn chicken were missing. It was very unusual to have so many things missing from a delivered meals that I paid fully for. I asked 'The Manager' to please send/deliver over the food that was forgotten please, but to my surprise she refused and said because Uber delivered it, that they can't get the missing food to us. I can only get a refund for the missing items from Uber and i need to send them an email. That didn't do much to please me or my two sad children who were looking forward to the fries. So, now after having a disappointing meal experience with a brand I love, I now have to write this email to the restaurant itself, then email Uber and then do a write up on Google, which is what i am doing now to warn you all. It's funny as it wasn't the Uber driver who messed up the meal. It was an inexperienced KFC employee who's Management has decided that there are no consequences for sending out the wrong orders via Uber.

As part of the Compleet Bucket Menu voor 36.95, my 8 choices were 4 fries, 2 corn and 2 coleslaw. The order was missing 3 orders of fries and the popcorn chicken. Kind of a big mistake...heheh....don't you think. I understand this can happen to anyone, but then the KFC Management not taking ownership and responsibility is unacceptable to me. They should have been apologizing emphatically and making things right...but, that didn't happen.

So, why am I writing this. Because KFC (Dappermarkt....and maybe other KFC locations) need to change your policy immediately with regard to Uber. If KFC as a brand and as a restaurant mess up and make mistakes, they need to pay for the extra Uber driver to deliver the corrected items at their expense. I really really really can not fathom just how bad a policy they have in place and is the worse case of customer service and policy that i have experienced in some time.

I do want to continue ordering food from their location, so I hope they read this and let me know that something is being done about their truly greedy policy in being too cheap to resend the Uber driver with the corrected items. They are forgetting that it is ALL about good food and good customer service that keeps us coming back. This is an example of where zero customer service is being shown and I am left feeling very very disappointed in the KFC brand and the Dappermarkt location. I had to choose at least 1 star, because they didn't have a zero start...

This has to be one of the worst KFC experience I ever had. The Dutch KFC experience is anyways very very slow and unprofessional regardless of where you eat, but this is even worse from that standard. First of all, there was a huge gathering in the main lobby of people waiting for their food. Then there are bunch of stuff who are hanging around here and there while the manager or supervisor was trying to fire fight. Clearly he never heard of leading not doing the job of the team. There was no organisation no discipline in food delivery service. One could see a pile of burgers in the rack while over 40 or 50 orders still in the system and staff hanging around casually making no effort to ensure that this food is delivered instead of getting cold. Our food arrived almost 1 hour late and it was cold. Clearly it was picked by someone from the pike that was ready since we arrived at the restaurant. The chicken was so cold that we had to mention it to the server who dismissively asked what do we want to? We told him that the food is cold and he should get us hot chicken. After more delay we got the sane cold chicken back and by this time we gave up. When we are eating in and we expect the food to be hot, otherwise we could have had a delivery or takeaway. Food came back and given the fact that we have already waited so long for this food and we were hungry and already late for our onward journey. We sat down and ate the food but sort of finished it half and took the rest with us because such a long wait kind of dented our appetite. When we tried to throw the garbage, the garbage cans all were bursting to their seams and nobody was trying to change or clean them the same time there was rubbish all around. When we came down into the main lobby. There was a huge milkshake spill right next to the door and there was nobody who was bothering to clean it. Our experience started with a mess and ended in a...

Reasonable. In short, everything is bad except the food.

The restaurant's hygiene was very bad, tables were dirty, soda fountain was messy, order kiosks were relatively filthy and the toiletry could of been better.

About COVID and it's measures. It was maintained ok, they had signs to keep distance and a form to write your contact information. However the staff which are near or in contact with the customers should of worn face masks. I'd liked it if they wore a mask, that would of made me more comfortable.

The food on the other hand was amazing! Best I've had from KFC. The fries were crispy (unlike other KFCs), the chicken was just like it was advertised crispy, delicious and tender.

The staff was nice and willing to help. But I'd liked to see someone clean the tables after someone had used them and they wore masks.

I'd recommend going here. The overall experience was ok, but the food was the only thing which was...