KFC — Restaurant in Portage

Went to the Westnedge, Kalamazoo KFC location on my way through as I was traveling, forgetting my first horrible experience but was quickly reminded when the staff first acted as if they didn't want to make my son his chicken nugget meal. She tells me to hold on and ask if it was OK that they make what I'm asking. Then when I get to the pay window she tells me I'll have to wait if I want fries. I ask how long. She said 10 min. I said ok as my son wanted them. 10 min turned into 20 and I eventually take my seat belt off and go into the restaurant. First thing I notice is how disgusting and dirty it is, second no one is even at the counter. A guy slowly waddled to the counter and nonchalantly without no ounce of customer service at all ask what I need. I said my 10 minute order had turned into an over 20 minute wait. He said well its not done yet. I said you're telling me 10 minute fries that I can make at home for less than that are not done. He said well we didn't know how long they would take. I told him well you have people leaving the drive thru as you are not even serving them. He says "we're really busy" I told him "you had a lady ask for her money back and drive off without food or return" He just replied "We're really busy" I told him no you're not... all your people are standing here talking to each other while customers drive off unhelped and sit on the side waiting for food they are not getting" He again replied "We are really busy" I told him I wanted to talk to his manager to which he replied he was the manager. I said "Well there's the problem with this store" To which he yelled at me to get out of his store and I said I would not until I got my food. We eventually drove off with the food..... minus his drink...SMH.... If I could give zero...

at KFC Corporate,

Let me start by saying—I worked at KFC for four years as a teen. I know the standard, I know the pace, and I know how customers should be treated. That said, the experience I had at this location was by far the worst I’ve ever seen.

When I arrived, I stood in the lobby for over 20 minutes—not one greeting, not one “we’ll be right with you,” just complete disregard. A man who had already been sitting there when I arrived was treated even worse. The woman—who I later learned was the manager, Makinna (spelling uncertain since she wasn’t wearing a name tag)—argued him down about how long he'd been waiting, dismissed his concerns, told him to cancel his order, and then walked off talking trash about him to a coworker.

Multiple people walked out without ordering because we were all being flat-out ignored. It was disrespectful and unprofessional on every level.

If this is the leadership representing your brand, it’s not just a fluke—it’s a pattern. You need to send a mystery shopper immediately. This store's lobby service is nonexistent, the staff is rude, and the priorities are clearly skewed toward DoorDash orders over in-person customers.

Honestly, maybe you should just close the lobby if real, walk-in customers no longer matter. It’s disheartening.

My mom always told me that one day grown adults would start taking jobs meant for teens—people who genuinely want to work, who bring energy and care to the job—and she was right. These folks don’t want to be here, and it shows. They’re just collecting checks and dragging your brand down while they do it.

Do better.

I won’t be returning.

Sincerely, A former KFC team member and very...

Used to love KFC. I decided to order online and go pick up. I was told via the app/website that my order would be ready around 4:30. I arrived at 4:38. There is a sign on their window that says mobile orders should come inside to pick up their order from the quick pick up area. I walked in and did not find my order in the pick up area. That's a major problem. The very nice crew member asked for my name and tried to give me a bag and drink. The bag seemed light and I didn't order a drink. I stepped aside to allow others to get their orders if necessary. Another crew member walked out and asked my name again. She then told me I had to leave the lobby and go to the drive thru to get my order. I asked why that was necessary and if I had wanted to wait in the drive thru line, I wouldn't have ordered ahead. She said everyone had to vacate the lobby because it was closed to customers. I said, "Then why do you have a sign that tells you to come in and get your mobile order?" I got no response. So I went thru the line and was able to get my food within 10min. When we got home I found the following. We got 8 biscuits instead of 4 (bonus!) We got no dips for our chicken strips. The chicken itself dark and way over cooked. It was dry and practically inedible. We got 4 tubs of gravy.

Overall the experience was very disappointing. I'm well aware of the staffing issues that most restaurants have right now, but these issues are not related to that. Policy that is counter to your advertising, overcooked and missing food is inexcusable. It will be a long time...