KFC — Restaurant in England

Dear KFC Management, 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...

Come here regularly enough to know the service ranges from absolutely perfect to bizarrely poor and felt this time needed to be mentioned.

Came in on a Monday afternoon before going to the cinema with a friend. Ordered on the screens in what, at the time, was a pretty quiet period, took our seat and watched the place fill up while we waited just shy of half an hour for our food to arrive. When it finally did half of the chicken was clearly fresh and the rest looked like it had been kept hot for hours. I appreciate in any customer service industry any one thing can slow down service and I’ll happily wait (although this was ridiculously long) provided the server doesn’t mumble under his breath what I think was meant to be some kind of an apology for the wait.

Countless pieces of food being kept under the heat lamps the whole time, messy tables and entire pieces of chicken on the floor, next to no go at all in any of the staff we could see except for one lady, who we took to be a more senior member of staff, that seemed to recognise that nothing was being done with any real urgency and took charge.

Overall an insanely long wait for what is becoming increasingly expensive food which on this occasion did not even come close to justifying its price, ended up late to our film at the cinema and left very...

The service provided at this establishment was significantly below expectations. Specifically, there were instances of out-of-stock items paid for via card, with no corresponding refund or alternative solution offered. Upon raising these concerns with Megan, it was evident that she was overwhelmed, having been the sole front-of-house staff member for over an hour of my visit possibly all day.

Furthermore, the food preparation time exceeded the expected timeframe for a fast-food establishment, with an approximate wait time of 30 minutes. There were also instances of missing items in the order. The staffing levels appeared inadequate, with Megan seemingly left to manage the situation alone. Her demeanor suggested significant stress, which is not conducive to a healthy work environment.

The operational deficiencies at this branch are concerning, and the situation requires immediate attention. The customer experience was unsatisfactory, and the issues appear to stem from inadequate staffing and operational inefficiencies.

It is imperative that this matter receives immediate attention, and that the responsible manager implements corrective actions. The dissatisfaction experienced during today's visit appears to...