KFC Cheshire Oaks Retail Park — Restaurant in Little Stanney

Copied directly from complaint sent to KFC directly:

We drove through the drive thru and waited at the order screen for approximately 3 minutes (no vehicles in front and a sparse car park).

I ordered a Mighty Bucket for One for my disabled mother, and a fillet burger box meal for my wife, with no lettuce on the burger as she is intolerant to iceberg lettuce.

As I ordered my Hot Wing Meal, I asked to swap the drink for gravy as due to my allergies and sensory issues, I am unable to drink a single drink you provide (I am violently allergic to artificial sweeteners). This is never normally an issue at any KFC we have visited across the UK before as we travel extensively for work. The girl just said "no". I asked could I swap for chips instead then, again she said "no" as it was against corporate policy and they cannot swap or alter any item anymore. I pointed out that this was very odd and the first we'd heard of this new corporate policy, although we visited a KFC with this same order a few days prior. I worked around and rearranged my order to 2 portions of 2 hot wings, a gravy, and two portion of fries (I always order extra fries to use the most of the lovely gravy!). I believe this worked out at more expensive for myself, so if this policy turns out to be true I will most likely have to avoid dining at your restaurants as frequently.

While paying and waiting for our order I enquired about this corporate policy with the girl who took our order, she didn't understand what I was asking about although she had mentioned it over the headset to us. She then got another girl, I believe the manager, who stood there saying "yeah it's the policy not us, we have to be able to account for everything in the inventory". She also stated you had sent out the new policy several weeks prior, and it didn't matter if anyone had allergies etc. I did find it a little odd at this explanation as she seemed to imply that either portions of chips are sent pre packaged, or chips are individually counted out into the baggies!

I accepted her explanation with some disbelief and drove around to the car park to eat our food (we had our dog in the car as we had been for a stroll around the nearby shopping park). When my wife came to eat her burger, although it correctly had no lettuce on, it also had very little mayonnaise making it incredibly dry to eat as the chicken was over cooked. I took the burger back in and asked if they could please add some more mayo, I did not request a new burger as would normally be expected when it is over done, as I did not feel it would be fair to upset the very strict inventory system you have your stores use. The girl who took the burger round to add more mayo was the girl who had taken our order and spoken to us at the drive thru window. When I took the burger back to my wife, they had filled the lower part of the bun with more mayo than could ever possibly be needed (I'm not sure how that would affect their mayo quota!). Neither of us at this point felt comfortable re-entering the store, as we felt that this has been done purposefully because I asked a question about the new corporate policy from yourselves. I have heard stories of people having their food ruined by restaurant staff before, however, have never experienced it myself and feel that the staff in the store purposefully wanted to make us feel uncomfortable. As you can imagine, my wife was unable to eat her burger.

What's more upsetting, is that my disabled mother had purchased the food as a treat for us all for taking her out for a "lovely afternoon". This experience has left it marred, and a rather bitter taste in our mouths as as a disabled woman reliant on her pension and benefits, money for takeouts that are then inedible are not luxuries that can be afforded.

We most certainly will not visit that particular location again, and will be advising others to avoid the store as well. As a franchise, we understand you are not in full control of the store, however, we feel you should be aware of the bullying nature within this...

When we visited KFC Cheshire Oaks at dinner time on a bank holiday, we expected a bit of a wait. However, it was a bit of a disaster for a number of reasons:

It took over 20mins to get our order (rice box and a one piece meal). When received, our order was missing several parts that we had to queue to ask for. We also had to ask for our drinks. I nearly had to use a spoon to eat a salad with, because the cutlery station had not been replenished. My husband had to queue and ask for a fork. The tables had not been wiped down and were covered in salt and crumbs. The floor of the restaurant was covered in bits of food. The floor outside the toilets had been cleaned, but with too much solution and it was very, very slippy and therefore dangerous. The ladies toilets had giant cobwebs in the stalls. There was no toilet roll in the mens toilets and when we informed a member of staff, they looked at us like we'd got three heads apiece and seemingly ignored the information. . All in all, they seemed under-staffed and unprepared for a dinner rush on a bank holiday. The food was ok, but the experience as a whole as not. I hope they can turn things around, but I would probably not eat...

Would never eat here again im shocked by the behaviour of the staff members tonight !!! We were waiting so long which didn't bother us because we were hungry and had been driving for over 2 hours and wanted something quick, we were told there was no chicken stripes or gravy so my husband and the kids ordered there zinger tower meals with different side and i ordered a trilogy box meal obviosuly without the fillet I asked the lady in the drive through what sauce I wanted which comes with the meal I ordered she said get it at the next window, when getting to the window to pick up the food I asked the guy with glasses for my sauce he said you have to pay i said no it comes with the trilogy box meal he said you haven't orders that I said yes i did I was greated with a massive humph when explaining what I ordered the guy was so rude and unhelpful I just drove away as clearly he also gave me the wrong food aswell !!! Customer service is absolutlsy abysmal from this place will never come here again and probably worn people off it, also please make sure staff are washing there hands its not nice to see someone wipe there nose with there hand and go back to preparing...