KFC — Restaurant in Charles Town

Subject: Formal Complaint for Unauthorized Charge, Poor Service, and Discriminatory Treatment

Dear KFC Customer Relations,

I am writing to file a formal complaint regarding a very unpleasant experience I had on April 15, 2025, at your KFC #K071116 located at 620 E. Washington Street, Charles Town, WV. Unauthorized Charge: When I paid for my drive‑thru order, the manager on duty, Halie, entered a different order than the one I had requested and charged me $34.76 (see ticket #2031) without notifying me of any change. Refusal to Correct or Refund: When I pointed out the mistake and asked for a refund of the difference or for my order to be corrected, the manager flatly refused. She only offered a credit valid in 30 days, which I cannot accept because I do not live in the area and will be leaving the next day. Despite explaining this, she insisted she could do nothing more. Hostile and Discriminatory Attitude: In addition to refusing, the manager displayed a very hostile and dismissive attitude, with comments and gestures that made me feel belittled. I did not observe other customers receiving such treatment in similar situations. Personal Impact: I am a frequent KFC customer in Puerto Rico and have always appreciated the quality of your service. I am outraged and disappointed that this restaurant would allow such unfair and discriminatory treatment of a customer who simply asked for what she paid for.

I request that you investigate this incident, issue a formal apology, and take necessary measures to ensure it does not happen again. I also demand an immediate refund of the improperly charged amount or equivalent compensation.

I look forward to your...

Tonight was the last time I came to KFC in Charles Town. We placed an online order to be picked up at 8:50. I showed up to one of the entrances locked so I assumed they were closing, but I was due to pick up an already paid order…so I went through the order speaker to check. I was told to wait in the front and that they’d bring my food out. Everything was fine until I got home to find my order was incomplete.

I immediate went back to KFC which is only 5min from our place. I arrived before 930 to be told “I personally packed that order and I counted the pieces.” I received 8 pieces and ordered 12, so Idk wth she was paying attention to because it wasn’t filling my order right. I was told that they no longer had chicken, this was before 9:30 and closing time is at 10. My complaint is about me paying for something and not receiving my full order, then to show up and be told there’s no more chicken when there’s still 30 min to closing time. I get it, they were tired and were ready to go home, but you are employees at this establishment and get paid to work here and customers like me come and spend money and expect to get what we pay for. I’m pretty sure KFC is expecting for its doors to be open until 10PM like it says online. This is why Chick-fil-A is so successful. I had not been to KFC in years and unfortunately tonight was the last time, and it reminded me why we never eat out and always...

I don't know what kind of manager is running this place but is has went way down hill to the point of you ask for a breast meal the breast is so small looks like a thigh you ask for extra crispy at dinner time they don't have it the chicken looks like it has sit in the same grease for days the chicken is so hard and dry you can't eat it my mashed potatoes were upside down in box with lid off I pay $26.00 for two adults to get two meals we can't even eat the manager should be ashamed of herself letting this food go out the window this way. You shouldn't be serving food to customers this way unless you would eat it this way I hope this place gets better or we won't be back you should be thriving to keep your customers happy not just about a pay check I told my boyfriend when we go to pick up fast food to hope for the best and expect the worse we'll tonight was the worst I hope KFC gets...