KFC — Restaurant in Knoxville

I don't normally give bad reviews. That being said I had to give my review in hopes that corporate sees this and something is done about this location. My family loves KFC. We have been loyal customers for years, however after the visit today that may very well change. I pulled into the location on North Cedar Bluff to drive thru, since inside is closed to order. As usual there are a few cars in front of me but not bad as it was 430pm. The wait has always been long at this location but we like the food so I wait. I order a 12 PC tenders meal and was informed that menu item no longer is a thing (even though it is clearly in the menu board). I ended up ordering the $20 fill up. On sign it states that it comes with a 12 PC chicken, two large mashed potatoes with gravy, one large slaw and 4 biscuits. I ordered this asking for the gravy to be on the side (it comes with the potatoes with gravy already in top), an extra biscuit and a half gallon of sweet tea. I pulled up, exchanges pleasantries with the young woman at the window. She takes my money and hands me my tea. She then hands me my bag of food and I pull up out of the way to check my order as they usually leave out my extra biscuit so I almost always have to go back around. This time not only did they leave out the biscuit, but the large slaw, and the potatoes had gravy on them instead of on the side. I then proceeded to go back in the drive thru line to let them know that my order was incorrect. I pull up and realize that the van that was in front of me the first time around had come back bc their order was missing items too. I then pull up and let them know that I needed my missing slaw, biscuit and wanted my potatoes with gravy on the side. I pull up to the window and again am greeted by the same young lady, she apologies and hands me my corrected order. I looked this time before I drove off and saw my extra biscuit, and slaw but I'll be darned they put gravy on the potatoes again. I then flagged the employee down and again (I was frustrated at this point) and explained the problem. She told me the gravy was on the side which I then pulled out and showed her and she then walked away from the window and yelled to what I am guessing the manager who then proceeded to bring my corrected order to the window without saying anything basically throwing the food at me. My son and I had a laugh about it on the way on because the situation was just so insane. Best chicken ever but worst experience ever. I am also in food service and have managed a number fast food establishments. I understand limited inventory and being short staffed. I understand that mistakes happen, maybe this could be used as a learning opportunity for these employees and management. Update your signage, and ask clarifying questions if you don't understand an order. Make sure that you understand your customers needs and that you don't act like the customer is a pain in your butt (at least not infront of that customer). Make the...

Allow me to preface by saying that my wife and I are not impatient or angry people. My wife worked in fast-food, and I’ve worked in sales/retail. We know all about customer service and how crazy it can be sometimes. That said, I am not sure that we’ve had worse service than we experienced tonight. Absolutely poor service. We sat in line for half an hour and never had our order taken. At one point, an employee, the shift manager, exited the back of the store and sat in her car. After about 10 minutes, she went back in. The service was so poor that the two vehicles in front of us drove away angrily, which is the only reason why we made it to the speaker box in the first place. When we finally got to the box, no one spoke to me for 3 minutes. I said “Hello?” And the employee said something inaudible but I could tell she wasn’t going to take my order just yet. Fine. I get it. It happens, you get behind, whatever. But as the employee, and a fast-food employee, YOU are the one who initiates conversation with a customer. YOU are the one who reaches out to me. YOU are the one who should reassure me that you will “be with me in just a minute.” None of that happened. Again, I get it. I’m not an impatient person, so I decided to sit and wait, even though I had already been in line for 25 minutes. As we were waiting, the shift manager went back inside. After waiting for five more minutes, I spoke again. This time, the employee said sternly, “Sir, we are behind. It’s just me and my manager,” and then said something inaudible. I sat for another two minutes before driving away. This is unacceptable customer service. First of all, if you are as behind as you claim, no employee takes a break, especially not a shift manager. Second, take the initiative to talk to me every minute or so just to keep me present with you. When you don’t say anything to me to demonstrate that you recognize I’ve pulled up, you’re already off to a bad start. Finally, as we pulled off, we noticed that there were only two people in the drive-thru in front of us whose orders had been taken around the time we pulled in, one person waiting to order in the dining area, and one person sitting in the dining area finishing their food. Explain to me how in the world it takes 30 minutes to fill 2 orders and not even address...

I will never come back again! I downloaded the app for the free chicken deal and well..u get what u pay for! Meanwhile KFC is trying to get customers with this free deal. I ordered online and I couldn't change the sides nor request all thighs. I purchased the 7 piece meal and free tenders. So I go up there and they r working on my order. They bag it all up and leave it on the counter for about 5-7 mins. Meanwhile I'm trying to get the attention of 1 of 2 guys that were working to substitute the items I mentioned. There was this young white kid and a middle aged blk guy. I assume the blk guy was the manager or senior worker over the kid. So the blk guy finally comes around and I got his attention before finally taping my bag up and I asked my request. He said he didn't have time for all that. So he told the young kid to just give me what I want to get rid of me. The kid comes bk with two small sides, Meanwhile i had ordered the family meal. I said thats not correct. I pulled these mashed potatoes out because again I didn't want them and the blk guy said just take them. So the kid comes back with the correct size. Meanwhile I had already put the potatoes next to the register and he said u can have them, just take them. I said I don't want them. Just the green beans and coleslaw, in which I wanted. So while all this is going on Uber eats lady comes in and she is telling us that her Customer sent her back because they didn't give her all her meal. Well as u can see I don't have my full meal either. No biscuits!!! I'm not going back up there for those but best believe I will not be going back up there at all for anything! Such a rip off, unprofessional workers, short staffed....just a mess. When I left i counted about 7 cars parked in line waiting. One lady backed up out the line and came in as I was leaving. I told her good luck! Smh

UPDATE: 08/25- I received a $5.46 refund I found on my bank statement this month. So, someone knows what's going on here. Thank you KFC for the gesture and...