KFC — Restaurant in Riverdale

Subject: Unacceptable Customer Service Experience at KFC – Riverdale, GA Location

To Whom It May Concern,

I am writing to formally express my deep disappointment regarding my recent experience at your KFC location at 6832 Highway 85, Riverdale, GA 30274. The customer service I encountered was not only unacceptable, but frankly, a reflection that should deeply concern Yum! Brands, CEO David Gibbs, and Scott Mezvinsky, CEO of the KFC Division.

Upon entering the restaurant, there were no front counter staff present to assist me. Although I saw several employees in the store, no one acknowledged me or approached the register. After a few minutes, an associate finally appeared and told me I was required to place my order using the self-service kiosk—the same kiosk that has been the subject of numerous one-star Google reviews. When I requested to place my order at the counter, the employee refused and claimed she could not take it.

I then asked to speak to a manager. The manager arrived only to reinforce that there were just two employees on duty and that I should expect a long wait—another clear tactic to pressure customers into using a kiosk that apparently doesn’t function properly. At this point, I left the restaurant in disbelief.

I called KFC Customer Service and filed a complaint. To your credit, I received a callback from the store’s General Manager within 15 minutes. Unfortunately, that conversation did little to resolve the issue. Rather than addressing my concerns, the GM seemed more interested in defending her staff and deflecting blame—stating that the kiosk was not her decision, that they were understaffed, and that “people just don’t want to work.” That may be so, but the employees currently on duty certainly didn’t seem interested in working either.

The call ended with the GM saying she would “speak to her team.” No apology. No resolution. Just more excuses and indifference.

The level of service—and the lack of accountability—at this location is not only unacceptable, it’s disrespectful to the community it serves. We deserve quality customer experiences in our neighborhoods just as much as anyone else.

I plan to escalate this matter through the proper channels until meaningful...

I come to this location everyday and have good experiences most times. Today the manager on duty was down right nasty. The girl who took my order had me wait in the middle of the line before I could approach the window. I don't know what that's about having me hold up the line. Anyhow, I ordered 3 chicken strips and I didn't receive any sauce so after checking my bag I asked for the new Mambo Sauce. The girl at the window said it was .50 cents and I said no I have chicken strips, surely I get 1 free sauce with it. She proceeds to tell me that the Mambo Sauce costs .50 cents. She then grabbed the manager and I informed her that I would like a Mambo Sauce for my chicken strips and she proceeds to tell me it's .50cents. I previously came to this location and ordered the exact same thing with no fuss! So, in confusion, I ask, " Well, what meal does the Mambo Sauce come with." She then says, "none of them, you have to outright pay for it." Still confused I ask, "Well why do you guys have it advertised with the chicken strips as if it's a great alternative to the other varying sauces free of charge?" She then cuts me off and starts naming all of the sauce options in a very snarky tone. So I said no ma'am I'm fine. Her attitude was totally uncalled for. There is NO SIGNAGE stating that the Mambu Sauce, in fact, has a price outside of the charge for extra sauces. I then simply asked what is her store number. As if she didn't understand what I was referring to, she asked did I mean the telephone number. I then explained that I was referencing the Location Number of this particular KFC. Then her attitude got really nasty and she tells me google it and I say well I know you know it. That's why I'm asking. She didn't say anything else to me but, " GOOGLE IT, GOOGLE IT, GOOGLE IT! I couldn't get a word in so I politely told her not to worry about it and that I would be sure to include it ALL in my review!! You guys just lost a very valued and loyal customer. I WILL NEVER VISIT THIS LOCATION AGAIN!! NEVER!! The disrespect is above and beyond. And the kitchen is always in chaos. And I'm sitting on the parking lot writing this review and realized she forgot my 2 strawberry lemonades....

I had the displeasure of walking into the KFC located at Georgia State Road 85 and Roberts Road in Riverdale, Georgia. I went to the kiosk and placed an order and when I went to pay, the kiosk wasn’t working I went to the counter and asked the lady if I could place an order with her at the counter, she said that’s what the kiosk for. Though I thought she was rude, I explained to her that I tried the kiosk, and the payment portion isn’t working. She said there’s another kiosk around the corner. I advised her that I just spent quite a few minutes place in the order and that I would rather not use another kiosk. That’s not working And if I could just place the order with her and complete it. She said no. She gave no explanation so I asked are you unable to take the order? She said yes but I’m busy. Then she walked away but before she left, she said if you don’t want to place the order then goodbye And on that note, she walked away and disappeared to the back. As I exited, I saw her outback on the phone so I went back and asked them who she was. At that time they told me she was the general manager, but did not give her name. I took a picture of her outside on the phone so I assumed that she was too busy to take my order because she needed to receive or make a phone call on her cell phone. And no one else was capable of taking my order there so needless to say I left And found a Bojangles right down the street. My order was taken courteously and the staff was very friendly. I will NEVER give KFC my $$$ again. Thank you...