KFC — Restaurant in Waterford Township

I’ve lived In the neighborhood behind this location for almost 35 years and have seen a myriad of employees come and go over that time… We ordered the Taste of KFC 6 piece deal that includes six pieces of chicken, sides of mashed potatoes and gravy, mac & cheese, coleslaw, sweetcorn, and four biscuits. The girl at the window gave me our order and when we went home, we found that she must not have checked that our order was correct because there were no mashed potatoes and gravy, mac & cheese, coleslaw or sweet corn!! Four items in this deal were missing! She really didn’t seem of high intelligence. When I got home and noticed half the order was missing, I called the location, and a girl just told me to come up, which I did. No, I’m sorry or anything! When I went up for the second time, another girl at the window asked what I needed and I told her I was there to pick up all the missing items. The first interesting thing is that I just told her the missing items and she just went to get them. I could’ve said eight pieces of chicken and she probably would’ve got them… she didn’t ask for the order number or reference anything… Not very bright… When she brought the bag over to the window she just said “here”… No sorry, sorry for the inconvenience, not a thing… Many other places would’ve said so sorry that you had to come back. How about a piece of chicken on the house or something… Not even an apology and rudeness… I retired as a 36 year financial advisor and also retired as the longest standing board member of the Eastern Michigan Better Business Bureau, at 26 years. I would rate the food at this location very good, but the service was terrible… Being a business guy, I hope the franchise owner of this location, realizes how inept some of these...

UNFORTUNATELY, when I visited this particular KFC in Waterford on M-59 we had ordered dinner on the KFC website. The pick-up time was for 15 minutes, but I got there in just under 20 minutes. When I entered the KFC there was one customer ahead of me waiting. After waiting at least 5 minutes the other customer turned around and said that she was waiting for her order that was supposed to be ready 10 minutes earlier but she was told by the Manager that her food would be ready when she was done! Just then an employee told her after waiting all that time that they were out of fries. The customer asked if she could possibly get a cake in place of the 2 fries she had ordered. The hourly employee asked the Manager if she could do that? The Manager, whose name is MADISON, said we don't do that here. The customer then said that she would pay any difference and then MADISON said to the hourly employee, "Just give it to her, whatever!" At this time, my order was to be picked up nearly 15 minutes ago and finally came out. This is when I was finally informed about them not having fries and so I had asked if I could do the same thing with the cake as a replacement. MADISON had said "just because I did it for her doesn't mean I have to do it for you!" So instead I was given a small order of mashed potatoes and gravy for my trouble. It really BLOWS MY MIND that Manager in any field that deals with customer service can talk to a paying customer this way. Come on KFC, I am sure you can do better, and maybe some retraining...

I agree with many they need to do better. Obviously my experience tonight is not unlike many of the others. I'm not sure if there is a just "don't care" attitude or what the problem is, but whoever is the lead of that store tonight needs 1) Additional customer training along with that team tonight, or, 2) let go. When you arrive at a point that you are screwing the customer consistently at this store, then a reevaluation is in order. Remember that speed doesn't necessarily equal quality. It always amazes me how employees cannot get a simple order correct. If I order two sides and two biscuits along with asking for butter and honey, please don't give me 4 biscuits and charge me for the extra two biscuits I did not ask for and then not supplying the (butter and honey). When I first arrived they screamed something or burped through the drive thru window and never apologized, like the what the heck? I guess that was my first clue to drive away and I actually considered it after sitting in the drive thru lane. As stated the service was speedy but now I am stuck with 4 dry biscuits because of no attention to detail. Realize it is hard to get employees and paying these people a whole lot more per hour is apparent that it is NOT working as when you cannot complete a very, very simple order with no car behind me (thereby no rush) then I don't know what else to say, except to the owner or GM to, "FIX-IT!, please! I don't appreciate it having paid more for items I did NOT want and not getting the items I...