KFC — Restaurant in Bartlesville

I placed an order online and paid for it at 4:00pm and scheduled it for pick up at 5:15pm. Everything on the website and on my confirmation email said "don't wait in line. Your order will be ready when you get there." I got to the restaurant about 5:08pm. No one was in line in the restaurant and no one was in the drive thru. I walked up to the counter and had to wait several minutes for anyone to acknowledge that I was there. I told them I had an online order scheduled for pick up at 5:15pm. They looked at me blankly and then one said she would have to ask the manager about mu order and see if she could find it in their system. I stood over to the side to wait. Several other people came in and ordered and their orders were prepared and they left. Several people were going through the drive thru and getting their orders. I was still standing there waiting. No apology from any employee about the wait, etc. Then a new employee asks me if I have been helped. I said I was waiting on an online order. She checked and no one had even started preparing my order. Another employee then tells me they were out of the chicken I had ordered (they had given it all out to the other customers while I was waiting) and asked me if I would accept a substitute. Otherwise I would have to wait another thirteen minutes. I had already waited twenty-five minutes, as everyone else was getting their orders. Still no one apologized for the wait or not having my order correct. I will never order from this restaurant again. I wanted to talk to the manager but the manager...

Just awful experience! I call ahead, because I'm ordering 2 12 piece chicken tender $20 Fill Ups, they don't answer. No big deal, it's 7pm and I'm sure they're dealing with the dinner rush. I drive 20 minutes to the restaurant and wait in the drive through to order my food. After I pay, the employee states it will be 4-5 minutes to get us some fresh chicken tenders and asks us to pull in to a parking space. I'm waiting...jamming out to a great version of Phish's Fee (really great song) and time is just passing. When the song ends I realize I have been waiting 15 minutes and still nothing. I decide to continue to wait and give the employees the benefit of the doubt that they're crazy busy. So I wait an additional 10 minutes before going inside to check on the status of my strips. When I enter I can tell this store is struggling. One employee, maybe assistant manager or shift lead, is very loudly venting about her boss chilling and going as he pleases and not being there when needed. She also loudly (I assume so we know it's not their fault) complains about how they only have two cooks. In the end I waited an additional 10 minutes....that brings it to a total of 50 minutes of waiting from the time I entered the drive through. And I get to experience the horrendous culture...

A recent experience at this KFC location revealed critical deficiencies in both operational efficiency and customer management. The transaction began with an online order, confirmed ready within minutes by the app. However, upon arrival, the order was unavailable, leading to an excessive and unaccounted-for delay. The final retrieval required a wait time of 40 minutes, significantly overshooting the expected 15-minute fulfillment window. The order, once located, was incomplete, missing the two included biscuits due to a non-operational oven—a critical failure in infrastructure that was not communicated proactively. The subsequent attempt at service recovery was inadequate and demonstrated a failure in leadership. The acting manager (Kayla) offered only a single substitute side dish for the two missing biscuits. This refusal to offer commensurate compensation (two replacements for two missing items), coupled with the manager’s general indifference, underscores a severe lack of proper customer recovery protocol and operational oversight at this site. The excessive wait time and deficient managerial response indicate systemic issues requiring...