KFC Sutton - High Street — Restaurant in London

This is the first and last time I have ever used the Sutton KFC. You must use self service to order your food which I'm not particularly comfortable with. When I selected the 8 mini fillet option I was given the choice to add 2 large sides. A picture of a portion of fries and a pot of gravy appeared on the screen with the offer. I decided to add these to my offer. My partner chose 3 hot wings and medium fries. After paying I had to wait 12 minutes for my food. 8 minutes my food sat at the service counter going cold waiting for the member of staff to give it to me. I twice asked for it and pointed to the food, only to be ignored. During this time a random drunk man managed to steal somebody else's order because the staff didn't bother to ask to see a receipt before issuing food. When I eventually got my food, 8 luke warm mini fillets and 5 portions of fries and 3 wings. I tried explaining to the lady at the counter I had chosen the add on of a large fries and gravy. She checked my receipt which stated 2 large sides and said there's no gravy on my order. I explained the situation of adding the extra choices because of the pictures on screen while ordering and she repeated no gravy on the order gave me back the receipt and shooed me away. Not wanting to create a scene and thinking, well I won't be coming back here I went and had my food. I used to love KFC, it had such great flavour and it was a common opinion that you would fight over the skin of the original recipe chicken because it tasted sooooo good, well the mini fillets I had were at best described as plain. They had no flavour and may well have been exactly the same as a Tesco own brand frozen product. Oh how the mighty...

To the Owner, KFC High Street Sutton Branch,

I’m writing this with deep disappointment and concern. I recently visited your outlet and ordered chicken wings, hoping for a decent meal and a pleasant experience. Instead, I found a cloth fiber in the food while I was eating. It was disgusting. The moment I noticed it, I lost my appetite completely. It felt as if my stomach was filled with rubbish. I genuinely felt like vomiting.

One of your staff casually mentioned that it might have come from the “chicken batter place.” But let me ask you—how is that acceptable? Is that the standard of hygiene and care you maintain at your branch?

I didn’t make a scene at the time. I simply walked away—sick to my stomach and mentally disturbed. But the incident stayed with me, and I couldn't stop thinking about it. I kept wondering how physical hazards like this are being overlooked in a well-known outlet like yours. If this is how careless things are with physical safety, I shudder to think how chemical and biological hazards are being handled.

I came to your branch expecting quality food, but instead I left with stress, anxiety, and a deep sense of disgust. What happened could have had serious consequences. If the foreign object had been swallowed or caused an allergic reaction, this could have turned into a life-threatening situation. Honestly, what I experienced could have led to manslaughter had it gone worse.

This isn't just about a piece of fiber in my food. It’s about accountability. It’s about safety. And it’s about respect for your customers. I sincerely hope you take this seriously and ensure no one else has to go...

Incredibly poor service. The manager is disgusting when dealing with customers, he has absolutely no skills. They have breached GDPR policies and handed out an order to a random stranger that has my personal contact phone number, name and card details on it but he doesn't see why this is a concern for me. When trying to explain how this is a concern he ignored me and said its not that big an issue. When I then started to tell him this was the 3rd time I've called them as I was told he would call me back he explained that this was my issue. Having been told twice that they would raise my delivery concern with just eat and get my refund processed, just eat still have not heard anything from them. When calling the 3rd time to kfc, I asked for the manager who spoke to me as described above. He was not in ANY way helpful, kept arguing with me and speaking over me refusing to listen to anything I was saying. I have proof and pictures that the food delivered to my home was not the right order (even then the order delivered was not correct based on the recipet). Absolutely disgusting behaviour and from the person who is supposed to lead the team. No wonder the members of staff I spoke to in advance are useless...