KFC — Restaurant in Birmingham

Today I had one of my worst experience of customer service ever!!! I eat regularly at KFC and I bought a mega box for £3.99. I asked for a rib. My order was packed and given to me and I returned to the car. The hot wings and strips were missing. I went back into the store and brought it to the attention of a team member who conferred with another and eventually the manager got involved.

The Manager whose name begins with Ja (don't remember right now at time of typing) came over to me and said "I am the one that packed the order and I put the wings in." (At this point I said, do not annoy me,...so I am a liar, ....her reply, "stop patronising me, don't talk to me like that". I asked what should have been in the box to confirm that I was correct the items were missing, her reply, "you just told me, so I don't need to tell you." I then asked, if she did not make a mistake? I said that I would NOT be coming into KFC to say that I did not get something if I had gotten it. I eat at M6 J9 very often and do not come here often. She proceeded to walk away whilst I was speaking to her...so I raised my voice at this point, she then said that I am being rude and I am causing disruption. During this exchange with a half mouthful of food, a speck of chip flew out of my mouth over the counter and landed on the floor and I was criticized for food flying out my mouth. She then proceeded to give me the missing items, stuffing it into my hand, with a grunt "here and have a nice day" wheeled herself and walked off. Bear in mind that there are junior staff witnessing this. What an example of leadership!!! Oh how different it could have been if the initial approach was not confrontational but instead to be apologetic and try to resolve the matter. In my opinion, if she did in fact pack my order, it should have been done correctly, then I would not have had any reason for to complain about the order nor to be in any argument.

KFC MUST ensure that this manager is sent back into training, because she has no conflict resolution skills and she escalated the incident unnecessarily, by accusing me of lying. (I do know some people do that), but I am NOT one of them. She should not judge others by her own standards nor paint all customers with the same brush.

That said I do not intend to visit this restaurant again, as I will go to M6 J9 my usual and...

Whenever I go to KFC there's always a long queue and only one member of staff on the cash desk. I was greeted by a A4 sign on the door stating there was no sauces available but u can purchase the larger dips for 25p each! The Just Eat&other delivery drivers almost push u out the way so they can give staff their order number,then slouch on the chairs with their feet up & talkin quite loud in their own language! The staff member at front is taking orders,dealing with delivery drivers,doing drinks & preparing food to be bagged up! I understand everyone has their own roles but wen u see staff through where they put the cooked burgers,boxes 2be packed standing 2geva out the back talking,joking,laughing play fighting it makes u think why can't they cum assist at front by packing orders,giving customers there finished orders instead of it being ready but left on the counter, when they get a bit of spare time? Then wen the customer in front of me gave his order he was told that if u want pacific piece like breast then ur gonna hav2 wait over 20mins!! But said she'd check&tried 2ask through the gaps in the cooked chicken shelves but wasn't heard due to the chatting! So went round side&came bak saying u do hav2 wait 20mins&theres a bit of a wait for normal chicken!! The man asked if anything was ready&she said most burgers! The girl at the front was friendly,helpful & customer aware & tried her best 2 do everything & seemed very busy but never 4got her manners! Unlike the Delivery drivers & staff talkin about their wkend,how someone parked& about a member of staff that wasn't at work or I think part of their 'group' from wot I heard? Myself & other waiting customers remarked & laughed about this! Wen I got my food & drinks they were as per usual delicious & hit the spot! It's just a shame 'some' members of staff appeared to 4 get they were at work which I have commented on b4 on a rate me email I received! Some staff need 2 read up on customer care& job roles & Do's & Don't's for...

I'm a regular customer here and since they put my favourite menu,spicy chicken wings on offer I go almost everyday.I usually order through the drive trough.Today I stopped at the drive through and I was asked to wait.I've waited until my car slightly slid backwards.I continued to wait but no one told me to move.A lady came out & told me to move forward & put my order by the window but when I reached the window,the lady there refused to take my order,she wants me to go back to the order point.That will meant I have to go all the way to the main road drive to the roundabout several meters away drive several meters again then ,take a U Turn,drive straight and turn left , before I reach KFC Kingsbury again.The process would have made me drive around nearly a mile.I didnt want to do it.She said its their policy that you have to go back if you missed ordering at the order point.Well what a policy it is . I thought they're supposed to look after their customers.Customers spend money.They give custom.They're the backbone of the business.They keep it going but with what happened,I wont be going back...