KFC — Restaurant in Virginia

Placed an order through the KFC mobile app for pick up. Arrived at the restaurant 10 mins after placing the order. Once inside I got in line behind 2 other customers who were there for "mobile pick ups" my guess would be that they were delivery drivers as they were looking at their phones trying to pronounce the names for the orders. After standing there for 10 additional minutes we all were told that they would have to serve the "Window" before they would serve anyone in the lobby. This entire time my order is saying "Being Prepared" in the app so no big deal to me. After 20 mins of watching the staff not acknowledge anyone in the lobby and serve the drive thru window they finally begain to service the lobby customers. My mobile app updated to "order complete" as the employee asked what my name was, after I gave it to him he told me that he was about to make my order next ??? He comes back and tells me that they are out of Extra Crispy white meat and if Original Recipe would be cool , I said ok.... He then realized that they are out of white meat all together , I explain to him that I don't eat Dark Meat and I would be cool with just a refund.

He explained that I could do it through the app since it was an online order. I open my app and again the order says complete so there is no option for a refund. At this point the Shift Leader/Manger ( Lisa) comes in and says that she can give me legs and thighs to fill my order because they were out of white meat. I told her that I did not want that to which she countered with "I can give you extra chicken to compensate". I reiterated that I had just worked a 12 hour shift myself and only wanted to get my food and go home, to which she responded "That is a personal issue." She then stated that it would be 30 mins before any white meat would be available. I told her at this point I didnt want any food from the establishment because I had wasted 40 + mins and they had nothing that I ordered available. She called someone on the phone came back and said that the manager told her that she could not refund my money and she could only give me food.

Hold up? So you're going to take my money, give me what you want to give me and I have to accept it ??? Had you not FALSELY completed my order through the system I could have canceled my own transaction.

This has to be one of the worst KFC establishments in the city. The manager Lisa walks through the lobby without acknowledging customers, and they never have anything. My last visit before this I was instructed that they didnt have a "COOK" and the menu was limited. Since when are refunds "NOT ALLOWED" for a store not having availability?? I will be escalating this to the corporate level. The wait times and the level of customer service that is offered at this location is unacceptable and can't be beneficial to...

Sadly, this location failed to provide quality KFC product, along with quality customer service. I came thru the drive thru and ordered a 12 piece of chicken and some biscuits. I didn't think that I needed to check the chicken before driving off, assuming they would've given me an edible product. I get all of the way home to find that I was given pieces of hard, cold chicken that appeared to not be fresh. Honestly, it looked and tasted like it had been cooked the day before. After calling the location to advise them of what happened, we were pleased to hear that we could bring the chicken back for a full refund. Seeing as I do not live right down the street, I had to wait until I was on my home from work. I pull up and notice employees outside smoking and on their cell phones. I go inside and had to wait 5 to 10 mons for someone to help me. I then had to wait 5 more minutes for Keke to come inside of the store to resolve my issue. I handed her the chicken and told her about the promised refund from the night before. She proceeded to question if I had even called the store for a refund. Clearly I have the disgusting chicken that I paid for unable to eat at the counter. I am obviously not lying about anything. She then Called Eva who advised her that She couldn't give me refund because I didn't not bring in the pieces of chicken which had been thrown away. Obviously I'm not going to bring in pieces of chicken that had been bitten off of. Neither one, Eva or Keke cared about my concerns as a customer. I remained respectful while I was accused of eating chicken that was not even edible. I am also taking this to Corporate and posting this exact review on all platforms. DO NOT EVER...

I was leery of this place based on other reviews but the kids wanted chicken and this was the closest KFC. I have to say the bad reviews are accurate. Here’s my story... I went in at about 6:45pm on a Thursday. There were two ladies working at the cashier but we’re both locked in a conversation. Finally they looked up and asked what I’d like. I ordered an 8 piece meal to go and paid. I then sit down for what became a bit of a show. The cook who seemed to be the only one cooking kept yelling he’s alone and needs help. He’s very loud and the whole place can hear him. He comes up front twice to complain loudly to the two 16 yr old cashiers who look at him like he’s crazy. An older couple comes in and orders when crazy cook appears a third time yelling and fussing. The older customer who just ordered tells him to come here and she goes off on him for behaving like that and wants a manager. Then what appears to be a manager walks by ignoring it all and goes in the back somewhere and is not seen again. Guy slinks away until we hear him again yelling that he’s out of chicken. My meal has suddenly appeared and I get out of KFC hell but am sad to not know how it ended. Also sadder is when I got home the chicken wasn’t cooked all the way. What little breading there was had mostly fallen off or was not cooked and some pieces of chicken weren’t cooked all the way. Moral of story... these reviews are here...