KFC — Restaurant in Lexington

Update from previous post: The refund was never processed. I had to dispute the charge with my bank.

Update 4.10.2015: We attempted to go to KFC tonight. We ordered on the app and the quoted time was 8:55pm. We arrived right at that time and the app showed that the order had been completed and was ready for pickup. We went through the drive thru for pickup. Before we gave our name the cashier said it would be at least 20 minutes before any chicken would be available. We told her that we had a mobile order and she said that mobile orders have to come in for pickup. When I went inside she reiterated that it would be an additional 20 minutes before any chicken was ready. I told her the app showed the meal as ready for pickup and she said between me ordering and time or arrival they ran out of chicken. ??? My meal was ready for pickup…and then they ran out of chicken? We didn’t want to wait 20 minutes when we had ordered in advance. I asked her to cancel the order and she said I had to do it because it was a “third party app”. I had used the KFC App, not Doordash or Grubhub. She insisted it was third party. Another employee (Scott) came and confirmed what she said. They said I had to contact the app to cancel the order. However, because the store had already marked the order as complete I could not simply cancel the order. I had to chat with customer service, who originally said that the store had to handle the issue. After telling customer service, for the second time, that the store said I had to reach out to corporate for a refund, they agreed to give a refund. (I will update if the refund is not issued) We ended up going to Lee’s Chicken and were in and out within five minutes.

Previous Review: Ordered ahead and food was ready at quoted time. Fast and friendly service. However, the chicken was a disappointment. There was one large chicken breast but the other five chicken pieces were tiny…like super tiny with very...

Whoever the older woman was working the window on day shift today 1/11 around 1:30 and the woman with entirely too much eye makeup on that was packing food are literally, useless. I put in an order on the app and get there at the time it states to arrive. I sat at the front counter for at least 5 mins before anyone even came to the counter just to be told that they don’t have my order and I need to call “them.” Was told that if my name wasn’t there in the computer that there is nothing they can do and they can’t look up orders by order number. What is the point of an order number??? I asked repeatedly who I was supposed to call, could never get an answer even though that was the only solution offered. They were absolutely useless and expected me, the customer to figure all of this out on my own. I left your restaurant that I didn’t even want in the first place that my 5 year old begged for without the 30 dollars of food I had ordered. Found a number online on my own just to be told it will be about 3 days before I’m refunded. I was never even told sorry just “if we don’t have it we don’t bag it.”...

Horrible customer service. Avoid the Richmond Rd location by all means. Went there a few months ago and figured to try again today. Same experience as last time. Pulled up to the drive thru, nobody ahead of me, nobody behind me, nobody leaving the drive thru and the only cars there are the employees'. They're not trying to get your order and get you food, they're eager to get you out of the way. "Is that it" "is that it" "is that it" in an annoying tone is all they know how to say. I ordered a big box lunch with 5pc tenders, mashed potatoes and sweet lightning mtn dew. Got to the window, paid and got my food and got home to find it wrong. They got the 5pc tenders part right but gave me fries, coleslaw and regular mtn dew. Whoever they're hiring to handle customers should be fired. I understand being there for the paycheck but there's no reason to be rude and not listen to what a customer wants when it is LITERALLY their job and then making money depends on customer experience. The only there who did their job is the cook because everything was...