KFC Telford - Wrekin Retail Park — Restaurant in England

Wrekin Retail Park, Wellington, Telford TF1 2DE

I am writing to express my dissatisfaction with the service I received at your KFC branch located at Wrekin Retail Park, Wellington, Telford TF1 2DE, on 17th November at approximately 4:06 pm.

Upon arriving at the drive-through, I waited at the speaker to place my order. Despite waiting for a considerable amount of time, I received no acknowledgment that the speaker was functioning or that my presence was noted. Unsure if the system was operational, I proceeded to the first window, where a staff member simply waved me on without any communication.

I then drove to what appeared to be the second window, where I noticed three staff members laughing and joking as I approached. This made me feel quite uneasy, especially as I was already frustrated by the lack of communication earlier. When I attempted to place my order, I was rudely informed that I would have to drive around again. Given the time I had already spent waiting, I was understandably dismayed and refused, as this would have meant joining the queue once more.

To my further disappointment, the young lady at the window refused to take my order. When I requested to speak with a supervisor or be provided with contact details to escalate my complaint, I was dismissively told to “Google it.” This level of customer service is, quite frankly, unacceptable.

Ultimately, I decided to leave without placing an order and instead chose to take my business to McDonald’s, where I received proper service. This experience was deeply frustrating and disappointing, particularly given KFC's reputation for customer service.

I would appreciate it if you could investigate this incident and provide a response. I am keen to understand what measures will be taken to address the apparent lack of professionalism and customer care displayed by your staff on this occasion.

I look forward to your...

On walking in it was virtually empty with only a few people in front of Me. Ordered via the screen and waited over half an hour for the food to be ready. When I did get it it was luke warm at best. The restaurant smelled of toilets and when my partner took her daughter into the toilets she was disgusted, along with other customers to see communal/unisex toilets that isn't the safest idea with kids using them alone sometimes. The toilets were all blocked with toilet water and effluent all over the floor. No staff members cleaning the tables and not one of them went in to check the toilets in the 1.5hrs we were in the restaurant due to slow service and my partner and her daughter having to walk across the retail park to use the spotlessly clean toilets in ASDA Home. The staff member behind the counter was more interested in making sure her own food was ordered on her screen ready for when she clocked off and in her words "to save her waiting 20 mins for food". Its ok for us customers to have to wait silly times for our orders but she could chuck her order in on shift and jump the queue ahead of us that had already been there for half an hour or more. Dreadful place, unhygienic with disinterested staff that won't be getting any more of my hard earned cash in future. I won't be using this branch again and urge others...

Nice KFC... can be frustrating though when they change the flow of the drive through and they tell you to drive around again because you have driven past the pay window that 90% of the time they do not use and you are only doing what you do most of the time. People are creatures of habit - so it is best to stick to one way people do business with you. Macdonalds stick to the same process 100% of the time so people know what to expect. When they have told me to drive around again to pay at a different window to the one I pay at 97% of the time I have just driven off in frustration and not returned for a month. I understand that is probably a "me" thing but when you near enough always pay at window 3 and on a rare occasion they open window 2 to take payment instead without you knowing, having kids arguing in the car and when you get to window 3 they refuse to take your money telling you you can't have any food unless you drive around again to get to window 2 you feel like swearing at the seemingly unreasonable person at window 3. Other than that most of the time the service is good. Food is fine - never had a complaint. There are worse...