KFC — Restaurant in Dunedin

SUMMARY: Inept manager, food that was overcooked and inedible, inaccurate order, hours of operation incorrect online, manager and customer service rep unable to issue the full refund that I deserve.

Let's start with the fact that you don't empower your managers or customer service reps to be able to make things right for an unhappy customer. Before ordering from my local KFC in Dunedin, FL, I checked their hours of operation. Online info said they close at 10pm. I checked because my son got off work at 9pm from a nearby retailer, and I thought it would be easy enough to swing through and pick up some food on my way to pick him up from work. He usually rides his bike, but it was pouring all day so I drove him. I placed an order online with the intention that 1) the food would be available - none of this "Oh, we're out of fries/nuggets/biscuits", and that 2) it would be freshly made and hot. Well, my first mistake was ordering from KFC.

The food, when we got it home, was inedible. The nuggets were dark brown, dry, and hard enough to break a window. The secret recipe fries? Nope. We got mashed potatoes with gravy instead. Yes, I ordered the fries because they're actually good, and since you got rid of popcorn chicken, the fries are our favorite thing on your menu. Unfortunately, we didn't get those. The sauce cups that were supposed to be included? Nope. Didn't get those either.

I called the store twice, and no one picked up. I was livid so, in a nasty downpour, I drove back to the store with the food because it wasn't yet 10pm, and I thought I would be able to walk in, give the food back, and get my refund. You know, like you can do at any other store or restaurant in the United States.

But guess what... the store closes at 9pm, not 10pm. How is it possible that a national corporation owned by a Fortune 500 company can't get their website right? I had to pound on the window and door like a lunatic to get someone over. Finally got the manager to the door. He was, by the way, the person who didn't check my order before giving it to me earlier. More likely he did check but didn't care. He informed me that he wasn't able to give a refund, and I had to call the 800 number. I asked him how he, as the manager, could let food of such poor quality go out the window, and the only thing he said, "Uh huh." He should be fired. I dumped the bag of food and two drinks in his hands because I was not going to put that garbage in my or my son's body.

I called the 800 number and 20 minutes later, after answering way too many questions about the food and the service, after being put on hold 3 times, I was informed the only thing the customer service rep could do was create an incident report and send it to leadership to investigate whether or not I should receive a $21 refund. ARE YOU KIDDING ME? This corporation is willing to lose customers over $21.

I have been a regional trainer for Hilton. The corporation, not one of the franchise hotels. I've been a manager at Hilton, Little Caesar's (when I was 19, by the way), and have been self-employed for two decades. Never have I experienced (or even heard of) such a terrible "the customer is always wrong" policy. Now I have to wait for someone in "leadership" to read the report, investigate, and determine if I'm entitled to my $21 refund. Utterly ridiculous. You should be ashamed of yourselves for putting a customer through this. Frankly, I should receive a full refund plus another $100 for the time expended dealing with your corporations terrible policies, awful food, and uncaring manager. The only person in any of this debacle who deserves an ounce of praise is the customer service rep who kept her cool while I vented at her on the phone. She deserves to work for a company that actually cares about their product, their staff, and their customers. Unfortunately, that...

I am a loyal customer so I have the KFC app there is a three piece meal but it’s supposed to be 799 down from 949 I went to the drive-through and they said I have to come in to do that and then the person at the desk said that this location does not have a scanner that can scan the app to give me my discount I need to go to one of the other locations that is not owned by the same person so I asked for the manager and I said why don’t you just use a button on the keyboard or the POS that just drops down two dollars I’m sure you have a discount button and you said no I can’t do that we don’t have that button and I said this is why your location has such bad publicity online and there’s so many people on the Internet to say this is the worst location and he goes no the reason why is because of people like you and he blamed it on me and was rude he’s probably like 18 years old so it didn’t bother me to much but I really want the owner to read all of these negative posts. If I could give it negative stars I would but I could only give it one star on this app, so please owner if you’re out there would you just clean up your location and higher good employees shouldn’t be that hard because KFC is awesome. I love their mashed potatoes and gravy and coleslaw but all you need to do is clean up the place and hire good people and do a good job because you really have the best location in Dunedin, Florida, right on the corner of Patricia and...

I don't know why I keep going here I guess I don't go very often and when I do it it's to find out if they've ever improved. That's the only reason I can think that I go there still. When I was a kid it was a real Joy if Dad brought home a bucket of 20 pieces for us all to have is a family. The chicken always had this intense flavor and a lusciousness. A few times at the Dunedin KFC I have had this kind of chicken but not very often more times than not I don't even recognize their original recipe it's almost as if they go out to a grocery store and buy some cheap bread coating and use that to save money or something because I can't imagine why they would not use the company's own brand of coating. I go to other KFC's and I can still get original recipe that tastes like it should so I don't understand why this location can't do that. About three out of five times that I go there the chicken taste like some kind of Frozen Fried Chicken from a discount store. This place has gotten really expensive too they used to have a two-piece meal deal on Tuesdays for $2.99 and now if you want to do anything like a two or three piece meal you're going to pay $9 to $12 out the door. I have to say and this is sad to have to do this but I hate this place they had better get their act together or there's going to be an uprising and Dunedin we're just going to throw out all of the...