KFC Birkenhead — Restaurant in Kaipātiki

Formal Complaint Regarding Poor Service and Incorrect Order Fulfillment

I am writing to express my dissatisfaction with the service I received at your KFC Birkenhead on both Tuesday, February 4th, and today, February 5th. I had an unpleasant experience which I feel requires immediate attention and resolution.

On Tuesday, I went through the drive-thru and ordered potato gravy, which I was charged for but did not receive. I called the store to address the issue, and I was assured that the matter would be resolved. The staff member who spoke to me, noted my name and phone number, and promised to provide a Lage-sized potato gravy and a snack burger as compensation during my next visit. I confirmed that I only wanted the regular-sized potato gravy and snack burger, which was agreed to.

However, when I returned today, February 5th, to pick up my order, I asked to have supercharged sauce added to the snack burger. To my surprise, the sauce was applied in the smallest quantity — just a drop, and it was not spread evenly, which made the meal far less enjoyable than expected.

I called the store to express my concerns, and I was connected with a staff member named Aashish, who had previously served me. When I explained the situation and mentioned that the supercharged sauce had been poorly applied, Aashish showed no remorse or willingness to correct the issue. Instead of offering an apology or a solution, he simply told me to lodge my complaint online. I find this response unprofessional and unsatisfactory.

If the supercharged sauce would have incurred an additional cost, I would have been happy to pay the difference. However, the lack of care and poor service I experienced does not align with the standards I expect from KFC.

I would appreciate it if you could look into this matter and take appropriate action to ensure this type of issue does not occur again to any...

Sadly we are informing you about this horrible experience. When we went the first time, we went dine in and it was great but the tables were messy, food and customer service was ok. But the second time we went was absolutely terrible, we ordered on the app and went to pick it up via drive through. Once we got through the long line the very rude lady said we had to pick it up at the counter even though it was at least 2meters away from the kitchen. So we told the lady the website didn’t say that we picked it up via drive through and we picked up via drive through before at a different location, and she was yelling at us and said we had to pick it up at the counter. Then we asked for her name and she didn’t tell us (we asked her multiple times) so she called her manager. Her manager just said to go the counter and we didn’t want to argue. Once we picked up the order we found out that the salad bowl with BONELESS chicken we ordered came with wicked wing we decided to write this review. Lastly, there were also a lot of unhappy customers that were also like us tremendously disappointed. Thank you for reading this review and NEVER go to KFC...

We were incredibly excited about the reopening. We went at 10pm, since Google indicated that drive-through is open until 11pm. I see about 11 cars standing in the driveway, and we stood in line for 20 mins only to realise the drive-through was closed. The lights were on, and the staff were inside chatting, but no one informed the customers waiting outside that the drive-through was closed. The least you could do is get a staff member to let the people waiting outside know, if not in person, at least through the speaker in the ordering area. Or, turn off the lights in the drive-through so people don't queue up. We were stuck in the queue for 20 minutes before I went to other car drivers to let them know it's closed and finally drive out.

Review from year 2019: The chicken was great no doubt. But the person at the drive-through counter seemed really rude - no hi, no smile, the only welcome I had was my bucket of chicken getting slammed on the counter table for me to pick...