KFC Manchester - Arndale Centre — Restaurant in Manchester

Incredibly Disappointing "Scan to Order" Experience

I visited this KFC around 4 p.m. on a Sunday, a time when it wasn't particularly busy. I used the "Scan to Order" feature on my phone, hoping for a quick and easy experience. Instead, I was left incredibly disappointed.

After waiting for over 20 minutes for my food, I noticed that all the customers who had ordered directly at the counter were receiving their food almost immediately. The issue with my order, it turned out, was that one of the drinks I requested was out of stock.

Instead of simply calling my order number to let me know about the missing item, the employee responsible for my order completely ignored me. She kept preparing other customers' food, skipping over my order repeatedly. I tried asking multiple staff members for help, but they all seemed to only be focused on their own lines of in-person customers. One employee I asked about the delay simply turned and walked into the back room to get ready to leave.

Finally, after a long and frustrating wait, a male employee noticed my distress. He kindly intervened, calling the responsible female employee out of the back room to finally address my order. It was unbelievable that such a simple issue—swapping a drink—had been so difficult to resolve, leaving me to wait for 20 minutes.

The male employee later approached me while I was getting ketchup, handed me a complimentary Coke, and apologized for the terrible experience. He was the only person who showed any concern. His gesture was truly appreciated, but it doesn't change the fact that the service from the other staff was unacceptable.

Based on this experience, I absolutely do not recommend using the "Scan to Order" feature here. It's a shame that a great convenience tool was ruined by such...

Saima is the Heart of Your Store

I just wanted to take a moment to shout out the absolute GEM of a woman who served us today—Saima. Honestly, I’ve never left a fast food place feeling this cared for and warm inside. It wasn’t just a meal, it was an experience—and she made it that way.

From the second we walked in, Saima was patient, kind, and genuinely lovely. When we mentioned we were students, she immediately lit up and made conversation about how much she empathises with students—like she actually cared, not just small talk. She even went out of her way to offer us free snacks with our meal, which we absolutely didn’t expect. Her energy was so sweet and comforting, it felt like being looked after by a kind older sister—or the coolest mum ever (even though she looked way too young to be one!).

We even had the chance to meet her daughter during our visit, and honestly? The kindness runs in the family. You can tell Saima is not just a wonderful worker, but also a wonderful human being, and that warmth shines through in everything she does.

This wasn’t just great service—it was standout. Saima made us feel welcomed, valued, and seen. She turned a simple visit to KFC into something special. I really hope this reaches someone who can recognise how much of an asset she is to your team.

Please appreciate her the way she...

I went to Manchester Arndale KFC and bought a meal for myself and asked if I could buy some hot water for my 6 month olds bottle, the staff member told me bluntly no. I asked if I could buy a tea and just not have a tea bag and the staff member told me no again. I’ve never been anywhere before that refused to allow me to buy hot water for my babies bottle. To be honest I’ve never had to pay for a tiny bit of hot water for my babies bottle but I have never asked for free water. What would they do if I wanted to buy hot water for myself. I will never use this restaurant again if I am being honest, I will probably never go to KFC again knowing that they refuse to allow me to feed my child when every other food establishment I have been to has happily accommodated me. I ended up asking Subway if they would sell me some hot water and they said they would not charge me for a bit of hot water to feed my baby and gave me some for free. I didn’t even buy anything from them. It wasn’t just the denial of hot water it was the blunt no I got and no explanation of why. Even the people behind me in the queue commented on how...