KFC — Restaurant in Jacksonville

Disgraceful and disrespectful!!!!!!!!! After I long day at work, I decided to stop off at this restaurant as I usually do on a weekly basis. This restaurant is not actually on my way home but I thought it would be worth it. Please let me preface that when Miss Trina is the manager on duty, this restaurant knocks it out of the park. This evening, I waited in the drive-through line for nearly 25 minutes. I ordered the Tuesday $10 special (Legs & Thighs, Original Recipe). When I got to the window, before paying for my order, I asked the young lady who took my order how much longer would I have to wait. She was very polite and told me that it would be at least another 13 minutes. I respectfully told her that I couldn't wait that much longer for I needed to get home to my family. As soon as I said that, the young lady behind her said for me to go to Popeyes!!! She said it 3 times and the manager on duty was right there (NOT Miss Trina). I told the young lady at the window of what I heard but of course she couldn't really address that with me. So I repeated myself thinking that the manager on duty who was right there would get involved but she didn't. So declined my order and drove off. This is so egregious!!! By far, the worst customer service I have ever encountered! Disgraceful!!! Please remember, that a member of your team, represents the entire establishment at the time of service! Once again, disgraceful and disrespectful!!!

This evening a placed an online order for an 8-piece mixed. When I picked up my order, it was hot, fresh, and once again, absolutely delicious!!! Customer service is OUTSTANDING!!! No issues whatsoever! Thanks Ms. Trina and your team as well!!!

Just went earlier this week to pick up an order and this time, I went inside. The restaurant was very clean and Ms. Trina, who the manager on duty, was wonderful! In addition, the chicken was delish! Thanks Ms. Trina!

Update from my visit 3 weeks ago...

I stopped by again today and placed an app order for their 8-piece mixed. Bottom line...OUTSTANDING!!! Probably the best KFC Original Recipe Mixed that I have in a long time!!! Not only was the chicken absolutely delish but their customer service was fantastic yet again! Thanks again to Ms. Tracy and the team today! Please keep up the great work and service!!! Today was my first visit to this restaurant. I know that some of the reviews have not been too favorable BUT I would like for everyone to know about my experience today. So here we go... This KFC restaurant is superb!!! I went through the drive-through and had paid for my order using the KFC app. Their timing was perfect and my order came out fresh and hot. No issues in wait time nor anything else. Miss Tracy who served me at the window was super nice and wonderful. My order consisted of their new hot wings which were absolutely delish and in my opinion, priced well. Bottom line...I will definitely visit this KFS restaurant again!!! Very pleased with...

Visited this location as I normally do 2-3x a week. Had a horrible encounter with one of the African American staff with multi color braids in her hair who claimed her name was Jessica and that she was a manager on duty at the time. The way she acted was disgusting and I can’t believe KFC would hire someone like her.

After the interaction in the drive through I then had to enter the store due to the food not being completely cooked. She argued with me back and forth that the food was not done. She then walked to the back of the store and laughed with another staff by the name of Adrien saying “she’s mad because she couldn’t get a $10 bucket of chicken.” Which was incorrect and not the issue being I spend $50-70$ 2-3x a week at this store.

She then refused to remake the wings and left them sitting on the counter. A manager in training that was present apologized on her behalf and for the unprofessionalism. The training manager offered me a drink after I had been sitting waiting over 30mins for my wings to be remade.

I then had to retrieve the rest of my order from the car and asked for it to be remade as it was no longer fresh. The “fake” manager again left this order sitting on the counter. An older staffed Caucasian women even asked this “fake” manager to speak and assist me and she still refused.

This fake manager walked around multiple times just smiling still not remaking the food. Another customer even came in and placed an order and they gave her old food that had been sitting out and this customer ask for fresh food or a substitute and the fake manager then assisted her with a substitution.

It took another woman clocking in for her shift approx around 230pm to step up and remake my whole order IN UNDER 10 MINS. When she clocked in she got straight on my order after the fake manager informed her she was not making it: By this time I had spent an hour at KFC.

I called and spoke with the general manager Trina an hour ago around 6PM she informed me there is no manager by the name of Jessica and she apologized for her giving me a false name however the description of her being African American with braids in her hair is accurate so she knew exactly who I was...

DO NOT ORDER ONLINE! TERRIBLE!

Restaurant manager and employee is unprofessional. Place a mobile order online at 2:09 for 8 piece grill chicken. Tracker stated the food will be ready at 2:15. I arrived at store parking lot at 2:12 and waited in my car until the tracker show ready. Once the tracker show ready I went inside and was told my order is not ready and they were waiting on grill chicken around 2:17. Around 2:31 I ask the associate how much longer on the food due to I was already waiting an extra 15 min from the time the tracker stated it was ready at 2:15. I was told by the associate that it will be another 10 min. Why wasn’t I informed that the chicken would take more than 20 min from the start and why do I have to ask how long on the chicken when I already waited 15 min after the tracker show ready. UNPROFESSIONAL! I was informed by the associate that my order wasn’t ready because they gave away my order. This is bad business. If I place an order online and it’s already debt out of my account, the order should not have been given away. I was also told they have other others besides my order. But that was false due to the pick order areas was empty and drive thru had no cars. After the lies from the associates I no longer wanted the chicken and request to cancel my order. I was inform by the associates and manger that I will need to cancel my order online. The apps is not a good app. There was no option to cancel online order and the manager did not know how to cancel the order after showing her multiple times there was no cancel button. How KFC have an online mobile order but no option to cancel the order but all the other fast food company does. Now I had to call customer service line and was told the refund department is back up for a week and won’t receive my refund right away. Another flaw and unprofessional by KFC. I’m never ordering online form KFC again. Need to train employee and manager regarding customer service and mobile ordering process. I ordered online from the same store twice last week with no issues until today. Not a...