KFC — Restaurant in City of North Tonawanda

I hate to give bad reviews, but this greatly warranted. Ordered online for pickup. App said food was ready, so we arrived about 10 minutes afterwards. The staff member on drive thru said it would be 30 minutes more as the chicken wasn't ready yet. Went and waited in the parking lot. Waited until 30 minutes had passed and went into the store. The same employee, with zero professionalism or customer service skills said it would be 15 more minutes. Understandably I and my family are getting frustrated. It's KFC...how do you not have chicken perpetually ready?... it's basically the entire premise of the store. Staff on duty lacked all empathy and should not be working in any customer service industry, made us feel like we're being unreasonable. Food eventually arrived approximately 1 hr after online order was submitted. No apologies, no extra anything for the wait. Then to make matters worse it was evident that the food was just reheated. Chicken and Fry's were cold and dry. I have no idea why, as the wait was allegedly due to having to cook new food fresh. It wasn't a busy night at the store, so there's no excuse for being overwhelmed with orders. I just got the impression the staff couldn't care less about doing their job. They've been paid so zero investment in customer services. My wife contacted the franchisee and was told KFC is not a fast food place?! Seriously! We could've gone to a sit down restaurant and got in and out in less time, and the food would have been fresh. I see from reviews that this is a common problem with this location and there's no leadership to improve services. If you go in and get a similar experience you've been prewarmed! No excuse can...

Honestly, the most poorly ran fast food establishment, with the foulest employees I've ever encountered. Possibly stemming from the terrible management by the parent company- KBP FOODS. After checking out THEIR Google reviews, I can see why the employees felt absolutely comfortable acting like a$$holes in the store today, without fear of repercussions. Clearly KBP doesn't give a you-know-what. Placed (order #144763698) and waited to go into the store until the app said my order was ready. No employees were at the counter, and I and 2 other patrons were ignored while drive through orders were being filled. Finally, after some back and forth, I was told I'd have to wait an additional 20 minutes for my order. When I questioned this (because the app had shown my order as READY). I was told the app "isn't correct", so my order wasn't ready. Mind you, I had placed the order an hour and 45 minutes prior. I didn't want to wait, so the mgr on duty (with a nasty attitude and who wouldn't give me her name bc she "doesn't have one") told me to cancel the order on the app to get my money back. When I tried to do that, the store had marked the order "complete" so I couldn't cancel and get my money back! I had to end up calling KFC corporate in order to get a refund And oh, I had to call the police on an employee (Cheyenne) who was threatening bodily harm to myself and 2 other patrons while we were in the store. She actually took a swing at me across the counter!...

Believe the reviews. Even the one person that put five stars had an issue. I waited 25 minutes for a 12 piece original meal. It would have been longer but I got out the car to go in and find out why my 20 minute wait had turned into a 25 minute wait. The girl who took my order had forgotten all about it. They made the order all to find out they gave me extra crispy. Went back and was told there is no more original I. The building. I then asked for fresh food since it had been an hour and the chicken they gave me had all of the breading off and looked old. The manager Amir then said they were only making 16 more pieces of chicken for the rest of the night. Ok well shouldn’t 12 of those be mine???? The girl was at first abrasive and then I said to her there was no need to be rude I advised I understand a mistake was made and although furious I am being polite and just wanted the situation fixed. I asked her to stop acting like nothing is wrong. She then apologized and said you’re right, I told him original and she also agreed that the chicken I was given looked horrible. At first she was just covering. The manager Amir refused to give me his managers information. Needless to say I did make a corporate complaint. Trust me go up the road to Popeyes, the employees are friendly the food is fresh and they correct mistakes without making you feel like it’s your fault and they don’t care. I can see why Popeyes always has a line and this kfc...