KFC — Restaurant in Mabalacat

This is not my first time at this KFC branch. The most notable feedback here is the slow service. Even on days with only a few customers, the service remains slow, failing to live up to the name "fast food." One afternoon, shortly after 12 PM—almost peak time but not quite—we stood for 20 minutes waiting for our turn, but nothing happened. A long queue formed, and we were all asked to use the touch screens. There were two screens, but one was not working, so we all lined up at the functioning one, about seven or eight of us in total.

While I understand that KFC wants to emulate McDonald's and Jollibee with screen ordering, some considerations are necessary. The menu on the screen is not user-friendly, making it time-consuming to place an order. There was no dine-in assistant to help us figure out how to use the system. Despite there being no line at the counter, a new counter staff member (without a name tag) just watched us. Even when the group ahead of us requested to order at the counter because they couldn't find a specific item on the screen, the staff member insisted they use the screen.

A couple next to us tried to pay with Gcash on the screen, but it froze. I asked the counter staff for assistance, but he was just standing there, drinking, with no effort to help us. When he finally came over, he rebooted the system and told the couple to start their order from the beginning. Frustrated, I asked why we couldn't place our order directly at the counter. He replied in Tagalog, "Mapapagalitan kami ng Manager namin" (Our manager will scold us). I asked why there was no one to assist us with the difficult-to-navigate menu and requested to speak with the manager.

When the manager arrived, he simply rebooted the screen again without acknowledging us. He didn't offer any assistance, and when I expressed my frustration about the inconvenience, he merely said I could go to the counter. The lack of urgency and customer service from both the staff and manager was evident. This KFC Branch is far behind other fast food chains in terms of customer service and manpower. It's very...

Dear KFC Mabalacat Branch Manager,

I’m writing yet another negative review because, frankly, nothing ever seems to change in your store. You keep collecting low-star ratings as if they’re badges of honor, and it makes me wonder: is indifference actually part of KFC’s core values?

Dine-in service is painfully slow even when the restaurant is nearly empty—an irritating feat in itself—but what really pushed me over the edge was how your crew allows homeless children and beggars to wander in, sit beside paying customers, and badger us for food while we’re trying to eat. I shot your staff pleading looks for help, yet no one bothered to intervene. This happened on a weekday when foot traffic was light, so there’s no excuse for that level of neglect.

Then there’s the fiasco with my recent Grab order. My bucket arrived short a few pieces of chicken. The rider wasn’t at fault; the slip plainly shows cashier “Rhea,” and whether or not she prepared the meal, that’s on your team. I called the branch, got transferred to whoever packed the order, and all she muttered was, “What’s your address? We’ll send the missing pieces.” No acknowledgment, no apology, no sense of urgency—just silence, then back to the first guy, who promised a delivery whenever a rider happened to be “near my place.” Unsurprisingly, no one ever showed up, and no refund was offered.

This apathetic cycle has dragged on for years. Does the owner even realize how bad things have gotten? Customer service at KFC Mabalacat desperately needs a full-scale overhaul—and fast. Sadly, I doubt it’s anywhere on your priority list. So here we are again: another one-star review for your growing...

My experience at this branch was disappointing for several reasons:

Slow Service – The wait time for my order was too long, even though the place wasn’t crowded.

No Security – There was no guard to secure the parking lot or ensure customers’ safety, which made the place feel unsafe.

Homeless Children – Homeless kids entered the store, ate leftover food, and kept asking customers for money, which made dining uncomfortable.

Wrong Order – My order was incorrect, showing a lack of attention from the staff.

Bad Food Quality – The chicken tasted fishy and unpleasant, which is not what you’d expect from KFC.

This branch needs major improvements in service, security, and food quality to meet...