KFC — Restaurant in Atlanta

Hello, My name is Eric. I frequent the KFC # 23 Joseph E Lowery Blvd SW, Atlanta, GA 30314.

In my experience, I have had several items left out of my orders, mis-charges and lack of customer service. However; last night Wednesday, February 8th, 2017 took the cake. I attempted to order Two (2) $5 fill-up’s w/ the 5 Hot Wings w/ Two (2) individual Mashed Potatoes Sides, Two (2) Biscuits and 2 drinks. While ordering the person (a guy) on the speaker was over-talking me the entire order and a lady end up joining in and completing the order; upon the completion of the order the lady repeated my items and gave me my total and said $10.52. which sounds about right given both orders where $5 plus tax a piece.

Well, when I got to the window the young lady (who appeared to be different the person I spoke to on the intercom) repeated my order and took my card. Never repeating the price. She said the hot wings were cook to order and took 9 minutes however, at that time I only had 8 minutes and 20 seconds left. She asked that I pull up and wait for my order, which I did.

This was at 7:48pm. Around 8:15pm I started to becoming impatient as I could not understand why my order had still not arrived to my car. I end up parking and going inside. While inside I hear the young guy ( who appeared to be the someone I initially spoke to upon my arrival) and another gentleman exchanging words ( loudly and negatively) this was primarily due to the customer and NOT the employee. As there was line I continued to wait to not appear disgruntle or be inappropriate/rude to the other customers.

By the time, I was able to get to the register to speak someone it was not 8:30pm. Being almost an hour that I had ordered my food. I asked the young lady at the register what was going on and she looked at me as if she had no idea what I was talking about. The young guy from the back said he ordered already and should have had his food.

Needless to say they had to re-cook my hot wings which consisted of another 9 minute wait. Making this well over an hour to get my food.

My point in this email. Is this location customer service, delivery and handling of time management is INAPPROPRIATE. There is no reason an order should have been forgotten, because ultimately that is what happen. None the less there was no resolution other than me having to wait for my food. In addition too, this is not the 1st time something like this has occurred. So I am brining this to your attention in hopes to make changes and modify the moral in the location.

I do feel at this point with my frustration, lack of customer service and continued issues at this location I should be...

When I walked in, there were several people waiting and no one at the front to greet customers or take orders. There were at least 4 or 5 employees scurrying around behind the food prep counter, as if too busy to look up and notice new customers walking in. I instantly assumed that the store had run out of chicken, but I was never notified that was the issue. I stood at the register & waited at least 10 mins before my order was taken. I showed the female employee (no name tag) what I wanted using the KFC app on my phone since the safety barrier seemed to interfere with her hearing me and definitely interfered with me hearing her. She charged me for something different than what I wanted and thought to refund and do a new sale to fix it. At this point, I asked to speak with the manager because not only had I waited a very long time to put my order in, but it was taken incorrectly and more time and inconvenience would be needed to resolve what seemed a simple fix (to give me a courtesy drink for the one that I wasn't charged for). The manager never came to speak with me!!! It took another 10 mins to get my order and convince another male employee (no name tag) to give me a courtesy cup to go with my 3pc Meal ($10.33). The food was delicious and hot (as I have come to minimally expect), but the service and attitude at this location needs much improvement! How hard is it to just communicate with patrons on what the status of the store...

ABSOLUTELY HORRIBLE SERVICE. I placed an online order at 8:35pm for a 9pm pickup. I got to the restaurant appx 9:10pm. Pulled into the drive in and stated I had an online order; they instructed me to pull up to the right lane next to the drive thru lane on the left. I waited...The clerk brought out an order to a drive thru customer. Waited longer...3 or 4 more drive thru orders came through. At the third, I asked if my order was coming out or if I should go to the front door. She shook her head no. The 4th car came through, she asked them to pull up to the front of the drive way and wait. She then brings their order out to them, while I'm still waiting on mine. By this time, it has been almost 20 minutes. I leave the lane and pull in at the store front. I knock on the window and tell a worker I've been waiting on my mobile order for 20 minutes. He asks my name, then goes to the back and pulls my already bagged order out and brings it to me. If the order was sitting there waiting to be delivered, why didn't the girl bring it out during one of the two trips she made to the drive thru lane. If she wasn't going to serve me in due time, why didn't she just let me stay in the drive thru lane? I would have gotten my order a lot sooner. Keevin was the gentleman who actually helped me with my order. Kudos to him. But this was poor, practically disrespectful service; definitely inconsiderate. And the chicken...