KFC Upton Park - Green Street — Restaurant in London

Unacceptable Customer Service Experience at KFC gareen street

I am writing to express my deep dissatisfaction with the service I received at your green street kfc on 17/07/2024 at 4 o clock.As a long-time customer, I have always enjoyed KFC’s food and hospitality. However, my recent visit was marred by unprofessional and rude behavior from the staff, which is completely unacceptable for a reputable brand like KFC.

Upon entering the store, I was greeted with indifference by the female cashier Instead of a warm welcome, I was met with impatience and a lack of basic courtesy. When I asked for clarification on the menu items, the cashier responded with a condescending tone and rolled their eyes. This made me feel uncomfortable and unwelcome.

Furthermore, during the order process, I noticed that the cashier was more interested in conversing with their colleague than assisting me. This unprofessional attitude not only delayed my order but also disrupted the overall customer experience. When I politely requested for my order to be double-checked for accuracy, the staff member sighed audibly and acted as if my request was an inconvenience.

To add to my frustration, when my order finally arrived, it was incorrect. I pointed out the mistake, only to be met with a defensive and dismissive attitude. Instead of apologizing and correcting the error promptly, the staff member argued that it was my fault for not being clear, which was not the case.

Such behavior is not just disappointing but also damaging to KFC’s reputation. Customers expect a high level of service and respect when they choose to dine at your establishment. Rudeness and lack of professionalism are detrimental to customer satisfaction and loyalty.

I urge the management to address this issue seriously. Proper training should be provided to all employees to ensure they understand the importance of customer service and how to handle situations with patience and politeness. Additionally, there should be strict monitoring and accountability to prevent such incidents from occurring in the future.

I hope to see significant improvements in your customer service standards. I look forward to a prompt response and a resolution to this matter. Thank you for your attention to this serious...

What an absolute shambles of a Sunday night I had here. A friend and I went there for a meal. I ordered Large Popcorn Chicken and my friend ordered a Zinger Meal and a wrap.

I ordered first and about 5 minutes later managed to order his. His arrived promptly, and I saw that my popcorn chicken had gone down the slider, and the screen indicated mine was ready.

The staff member was super busy, but when I pointed out "That's a large popcorn chicken and my order is on the screen" I was told that chicken wasn't mine.

I watched it sit there for literally 20 minutes, asking multiple times what was happening, only to be told "It's coming". I asked about sauces and was told I didn't need to pay.

Finally, the guy says it's ready and hands me my now-cold popcorn chicken. I ask about the sauces and he now says that I need to pay for them. I'm fine paying for the sauces but wish I'd been told correctly first time, as there was now a queue to the one working machine.

Eventually, I asked for a refund as my food had gone cold and I didn't want to wait in a queue to pay 40p for a sauce. I was told I couldn't be refunded because I paid by Google Pay. Eventually someone refunded me in cash, after my friend had finished his meal upstairs and had a vape outside.

Additional complaints/observations: My friend wasn't given a drink. When I challenged this, staff reluctantly half-poured a Pepsi Max. A family of 5 had ordered a bucket meal. When they handed it to her, the bag fell out (no glue on the bottom). When she pointed out that her family meal was ruined, staff were seemingly annoyed at her and victim-blamed her saying she needed to hold the bag from the bottom - The bag was totally faulty to begin...

Extremely Disappointed – Rude Staff and Poor Management

I had a terrible experience at KFC that I feel needs to be shared. I bought food and went to sit upstairs with my son. Suddenly, he felt unwell and urgently needed to use the toilet. I quickly went downstairs to ask for the toilet to be opened. There was no one at the till, but I saw a female staff member loudly chatting and laughing in Bengali with other staff.

Despite calling her several times, she ignored me. When she finally responded, I politely asked her to open the toilet because my son needed to go. Instead of helping, she rudely told me, "Buy something first." I explained that I had already bought food and was a customer, but she didn’t care and repeated the same thing, as if she didn’t want to help. Her attitude was extremely rude and unprofessional.

When I told her she was being rude, she started shouting at me instead of helping. I was shocked by the way I was treated.

I then spoke to the manager, hoping the situation would be handled properly. Unfortunately, he supported the staff member and gave me a half-hearted excuse saying, "Sorry, we have so many customers who need the toilet, blah blah..." Instead of acknowledging the poor behaviour of his staff or offering a proper apology, he defended her actions.

This is not how customers should be treated—especially not when a child is involved. The staff clearly lack basic training in customer service, and the management is no better. Extremely disappointed. I will not be returning to this...