KFC Porth - Cymer Road — Restaurant in Wales

Placed an order for delivery through the KFC app at 17:44 today. Delivery scheduled for 18:40 , yeah ok fine. From 18:40 until 19:10 the time for delivery kept adding +5 minutes. Called the store at 18:50 and they stated waiting for a driver to accept (yeah ok, a shortage of Uber drivers, not KFC fault) ... At 19:20 my partner called the store as the delivery was nowing showing 19:40 - nearly 2 hours since ordering. The young lad on the phone told her that it's been picked up and on the way to us - great! However at 19:25 ish I get a notification on my phone from my banking app to say the money has been reversed. I check the KFC app and yes it says order cancelled.

I call the store to query whether it is indeed cancelled, as just 5 minutes prior it has been collected by a driver according to the young lad on the phone. He goes and checks and tells me it's been cancelled BY THE UBER DRIVER ?!? Of course I'm not an idiot and tell him that an Uber delivery driver cannot cancel my order and refund money from KFC and the boy told me that infact they can - if they cancel the collection, the entire order is cancelled and refunded - not just go back into a queue for another driver to accept the job like everywhere else in the world. Either Porth KFC is a magical place with different working practices to every other place that Uber works in, or I've just been flat out lied to.

So I ask the chap whether the driver has in fact collected my order, like he told my partner 5 mins ago... He goes off to ask colleagues, and comes back with "no" . I query why he just lied 5 minutes ago and to be fair, he did apologise... "Yeah sorry about that" .

Oh whoopdy do. Thanks a bunch KFC Porth - I'm so pleased that we've sat here for 2 hours waiting and then you have the audacity...

Extremely rude staff, specifically staff name Emily she was so read to even talk to me, she gave me take away order without bag, extremely arogant, worst attitude, seems like racist, i hate this experience, never come back to resturant. Worst worst worst experience. Additionally all mangers involved in this rudbess, one of them told her that she is going to give me a number to report issue, and never come back then i asked some other staff and he gave me a blank paper with a hand written number.. KFC r u serious? Is this ur updated SoP so called multinational, in this AI and digital era, ur staff is telling me to call on this number on white paper? M sharing picture as well plz see and do mercy on customers, what a pathatic customer experience, i mean world most pathatic and absurd staff... huhhhh... m worried about ur business now.... go and learn some customer experience classes or do contact me, i am expert in this field, got 17 years of diversified experience. U poor staff of kfc on this branch specfially......

I ordered on screen but had no receipts the machine must have been out of paper I went to counter to wait for order to be called the staff didn't have to clue what they were doing I waited 20mins for my order watching the staff chatting & pressing button on the order display until she wiped it clean & no orders showing when I asked to speak to the manager he came out & they told me my order had been done & taken by someone else even though my number hadn't been called & I had been watching them all the time so knew it hadn't. if the machine had paper in it for receipts they could have double checked the orders going out. After speaking to the manager things did improve slightly the staff made themselves look busy & stopped standing around talking it's a shame one of them didn't come out into the eating area to empty the bin which was full to over flowing I will not be returning avoid...