KFC Cambridge - St Andrews Street — Restaurant in Cambridge

1st visited this branch on there opening launch day last week, where they allowed the store to fill to the brim & have people queue outside the store for a fair distance. However there were technical issues that meant that people like myself, who had ordered food on the App for collection, where not only made to wait outside in the attempt to get in & head to the counter, but upon getting to the counter, staff would inform us they hadn't received our order. It appeared that order numbers were duplicating for people ordering via the APP, mirroring order numbers of customers ordering in store via the touch screen kiosks.

After waiting 45 minutes at the counter with multiple other customers in identical issues (app orders the store was not aware of) I received no apology ever for the issue or the wait, nor did any other customers during the time. I also watched staff argue constantly, with one male colleague getting aggressive to the only female colleague on shift that day, who was also the only member of staff attempting to help myself & the other customers who ordered via the app.

At no point did any senior management place a note on the front doors or window to advise customers of issues before attempting to enter. Better yet, closing the store temporarily whilst they could attempt to resolve the issues & then re open after. They also was letting customers order Ricebox meals at the kiosks, queue for 45 minutes to get to the front near the till, only to then have staff tell them they were unable to make ricebox meals, or vegetarian meals. Essentially launch day last week was a serious mess , that no management took control of & colleagues preparing boxes were left to drown.

After this they remained closed for a few days & upon re opening I attempted to visit a 2nd time, assuming launch day issues had been ironed out. How I was wrong! left myself & other customers outside an hour after the supposed opening time, having staff repeat we will open in 10 minutes over & over. After roughly 15 minutes of waiting, a gentleman (looked like a head office suit ) came to open the doors. The Stagecoach bus driver whom had also been waiting, asked the gentleman opening the doors, was everything ok now, to which he confirmed yes. Alas It was not ! We all entered, they had no touch screen kiosk functional , so we were not able to order, We all went to the counter, to then be told by a KFC colleague, that the kiosks were still not online & they were in the process of "turning them on" & that we should be able to order in 5 or 10 mins time. We couldn't order at the main counter via him, not with cash either , to bypass any issues perhaps caused by card systems not online. They had every metal tray behind the counter full to the brim of pre cooked chicken however, yet they were unable to sell any of it! very clever planning for your 2nd launch.

This place needs an urgent visit from a KFC UK brand standards representative & the store itself needs a good management team in place to prevent piss poor errors like this from happening. It's not fair to customers or the customer facing staff who have to bear the brunt of the frustrated customers, it's not...

Definitely not 5-star hygiene, and also this before every KFC:

Without a doubt, never set foot in this so-called KFC impostor. I recently made the unfortunate decision to visit, and it turned out to be an experience I wish I could erase from my memory. The chicken they served me was beyond abysmal – raw and chewy enough to test the limits of my patience. But that was just the beginning of this nightmare. The state of floor hygiene was so appalling that it could only be described as a biohazard zone. The grime and filth reached new heights of disgust, leaving me questioning whether I should even stay for a minute. To add to the horror, the popping corn I foolishly ordered was an oily, chewy mess that haunted my taste buds for hours afterward. The only silver lining was their ability to comprehend my simple request to switch from eat-in to take-out, but even that felt like a minor victory amidst the disaster. Their blatant disregard for customers was evident throughout my ordeal, cementing this experience as the epitome of terrible service. I cannot stress this enough – this wasn't just a bad experience, it was a catastrophic one. With standards that are miles away from 5-star hygiene, there is absolutely no reason to subject yourself to such misery by visiting this pretender of a KFC. Save yourself the trauma and look elsewhere for a dining experience that won't haunt...

Let me start by saying that I'm a big fan of KFC and I was really happy to hear that a new restaurant was opening in Cambridge but I have to say that overall, my first visit there was a really disappointing experience. When I arrived, only two of the three ordering points was working so there was a bit of a queue. After ordering I went to the collection point where it became apparent that more queuing was required. One of the upsides of waiting so long at the collection point was that I got to see the front of house staff at work and I have to say they were very friendly, polite and helpful to all the customers, I really can't fault the staff. When my food was ready I was informed that they had no gravy, which was a huge disappointment as I love their gravy so much. The staff member gave me a choice of replacement items which was fine. I took my food to a table in the small, drafty, seating area. I was sitting in front of an electronic screen that cycled through various offers and promotions including one that featured a waterfall of gravy and the headline "drowning in gravy" which just made the no gravy situation worse. One of the systems in the seating area was beeping every few seconds which was really annoying and the bins were overflowing with mess on the floor around them. I think I'm future I'll make the trek out to eat...