KFC — Restaurant in Surprise

Avoid this KFC like the plague. I do DoorDash as a side gig when I get bored, and this is, without a doubt, the worst place to pick up an order from. 99% of the time, I decline any order for this KFC because every time I’ve gone here, it’s the same disaster. There are always people sitting at tables waiting for their orders, nobody at the front counter, and it takes 10 to 15 minutes before anyone even acknowledges you’re there. Tonight was no different. The drive-thru girl had an earbud in, having a FaceTime conversation on her phone (not the first time I’ve seen her doing this). There were no cars in the drive-thru, four people sitting at tables waiting for their food, and one lady standing there with a mobile order that was supposed to be ready at 6:30 PM. I got there at 6:55. Two people were in line ahead of me at the counter. I don’t know how long they’d been there, but they were being completely ignored. After five minutes, the second guy in line—clearly irritated—gave up and left. Finally, one order came out, and the group who’d been waiting got their food. As they left, I overheard one of them say something was missing, but they didn’t bother complaining because they weren’t going to wait any longer. At this point, I regretted accepting the order. The guy in front of me was still ignored. Then an employee came walking back into the store—probably from a break—went behind the counter, punched in at the register, and walked straight to the back without saying a word. He was never seen again. Nobody was in the drive-thru, and there were at least four employees in the store: one girl in the drive-thru on her phone, one girl scooping potatoes into bowls with zero sense of urgency, and two guys who seemed to have vanished into the back. It is almost as if the lobby is in a different dimension that isn't visible to anyone in the kitchen/prep area and in their dimension they have no clue that they are visible to the people in the lobby dimension. The woman with the mobile order finally went to the counter. Another employee with earbuds walked past her as she tried to get his attention. She said “excuse me,” he just looked and her and kept walking. She had to yell at the girl scooping potatoes, who finally came over. The woman said her mobile order was supposed to be done at 6:30, and the girl said, “Oh yeah, they’re still working on it.” The potatoes girl finally took the order for the first guy in line. During this whole nightmare, the drive-thru girl served 1 car. But we did learn that she could in fact multi-task as she gave the person their order while still carrying on her FaceTime conversation. At this point, I canceled my DoorDash order and left. This isn’t just a one-time issue. Every time I’ve gone here, it’s the same story. People wait forever for their food, get visibly irritated, are completely ignored, and people end up walking out. Who is managing this place? There are bad spots in Surprise, but this one is the worst. I’ve declined so many orders from here, and every time I try to give them another chance, it’s the same disaster. They desperately need new employees and management. This isn’t an angry rant—I genuinely am just wondering how it’s still in business. Are the management and owners this clueless about what is going on? I tried to find contact information for the owner or management , but there’s nothing in the store. I saw another review below from someone who went in for an interview and left after waiting for the manager for over 40 minutes. That sounds about right for this place and may explain why this place is...

KFC, you broke my heart. I was sick, starving, and craving one of those legendary pot pies everyone raves about. So, I hopped on DoorDash to order one, but when the price went from $9 to $24, I decided to drag myself to your brand-new location just a mile away.

I pull up to the drive-thru, excited as hell, and order my pot pie like I’m about to win the lottery. The employee pauses awkwardly and then drops the bomb: “We aren’t making those right now.”

Wait. WHAT?! So, because you’re too lazy to do your job (and getting paid for it), I’m supposed to just… not have one? If you’re not going to serve it, why is it still on the menu? Other fast-food places at least put up a sad little handwritten sign like, “Ice cream machine broken” or “Out of nuggets.” Nope, not here. No note. No heads-up. Just vibes.

And let’s be real: this is a brand-new location—how are y’all already hiring employees who can’t be bothered to make something literally on the menu? KFC, step your game up. I can’t be the only one who shows up expecting food and leaves with disappointment and a side of salty frustration.

Pro tip: if the pot pies are out for real, yank them off the menu until you figure it out. Or, I don’t know, put up a post-it? Anything but this...

I keep coming back and hope the service gets better... it does NOT! Typically when you enter this "restaurant" there is no one at the counter to take your order. I was the only one at the order counter and only two couples were seated. Sometimes a worker will walk past you as you are waiting someone to take your order. Do they say anyting to you? Nope. They just walk past you and don't even acknowledge your presence. (They must have been told not to make eye contact with the customers.) Finally someone comes over and takes your order without a mention of something like "Sorry for the wait..." This is not an isolated occurrence. I have talked with other customers at this KFC and they relate similar stories. Once you order you better settle in for a bit of a wait, 15 minutes is not uncommon. As a result I do not visit this KFC very often, maybe once every 2 months or so. I would like to visit more often but the service is SO BAD. Why do I return? I like the chicken and there is no Chick-fil-a close by. Hopefully this will change. This particular KFC needs to hire more people. My conclusion is that the owner is too cheap to pay...