Kentucky Fried Chicken (KFC) - ( Omniplex Center ) - several complaints - also uphappy with handling of complaints

Complaints.com received the following consumer message on September 13, 2002:

From:

RE: Kentucky Fried Chicken (KFC) - ( Omniplex Center ) - several complaints - also uphappy with handling of complaints

To whom it may concern.

Since kfc came to my city a number of years ago i have had good reason to complain on several different occasions. These complaints ranged from rude employees to food that was under cooked and therefore fell well below the required standards within the environmental standards that are set by government agencies within the u.k. On these occasions i firstly complained to the outlet concerned. When this did not seem to rectify the situation i then complained to the regional office.

But as it turned out my complaints seemed to fall on deaf ears on these occasions also. I was reassured that my complaints would receive the utmost attention and that they would be dealt with by way of their in house policies.

I choose to adopt a , wait and see attitude, even tough i realize that I could have informed the relevant governmental bodies of the contravention of food standards. Some weeks later i received an acknowledgement and apology for the situation, along with a voucher for a complimentary meal. They never informed me of any outcome, and who are they kidding. Was i likely to use the voucher under these conditions.

That was the last i heard from kfc relating to these particular complaints. Returning to the same outlet a few weeks ago, after some considerable time i decided to take a chance on kfc again. On this occasion i went to the outlet approx 30 mins before closing and was greeted with the same rudeness and was informed that, guess what, they had no CHICKEN. KFC with no chicken, i ask you.

I left the outlet realising that it was useless to ask for the management in order to complain and contacted the regional office the next day when i talked to the area manager for the particular store.

He again reassured me of their commitment to high standards and that he would investigate my complaint and return my call upon completion. Guess what, he never did. Reluctant to give up, i visited the outlet again two weeks later. This time 90 mins before closing on a Saturday night. Same rude response and NO CHICKEN.

This time i ask for the manager and requested an explanation. With an grunt ( and i do not use that word lightly ) he said " you see, if i cook chicken at this time of night i will waste whatever is left." I insisted that he cook me chicken and he reluctantly complied but told me it would be 20 mins. So i had time to go home and back to the outlet.

When i got home to check the food i found that it was overcooked on the outside and under cooked on the inside. The next day i contacted kfc regional office, this time i ask for the outlet managers direct superior. I told him of both experiences and that i was still waiting for a reply from his junior. He also, tried to assure me of kfc alleged good food standards.

He offered some feeble excuse for his area manager and admitted that the outlet in question had a long and disproportionate history of complainants over the last number of years and said he would investigate and get back to me.

Guess what ? I AM STILL WAITING. Oh, i got another apology and another complimentary voucher. All i want and deserve is good food at a reasonable price with some good manners thrown in for good measure. This has been a long journey for me to take my complaint this far and this should not be the case. If kfc had a more definitive, user friendly and structured complaints procedure then perhaps these sort of problems would not arise. Given the fact that those concerned with my complaints have been totally ineffective i would suggest that they be sacked.

What other business could operate in this manner. If this is indicative of kfc handling of complaints received, is it any wonder why they cannot even organise for the sale of chicken in at least my local outlet. You are in this business of selling chicken, aren't you?

Comment On This

The experience in this location has been unpleasant and unsatisfactory for the 3rd time in a row.. I received a coupon from KFC for 2 piece meal & a side for $2.99 (when cashier went to ask the manager, he claimed that you didnt accept these coupons? how doesnt a KFC store not provide this offer? Plus these coupons were mailed to my residence & this KFC is the one nearest my zip code of 33172.

Nevertheless, When approached teh 2nd window for my food, the lady was with a bitter attitude, who claimed i only had 1 order. i said no.. its 2 orders. I asked for NO gravy on one of the orders, She put Gravy on both orders, I asked for water, she gave another nasty look at us.

In addition, on that previous visit. she did the same attitude, Plus charged my pregnant friend 35cents for a twister sauce, (that wasnt even added in the twister) She had the odacity to charge my friends credit card the 35 miserable cents on her credit card! is this possible?? Everytime we drive up to order , i ask for one second, and the cashier asks me to drive to the window. how can i know what i want to order if i dont even get a min to look at the Menu!?? This is the formost Unpleasant service ever!

***STORE # 004145 in Miami! ***

Comment On This

We went to KFC in Elkin, NC and ordered from the coupons your'e always sending in the mail. They told us we could only use one coupon per order. How dumb is that. So we did. We ordered the bogo free 2 pc. meal. This cost us over $8.00 Is that not a little ridiculous, for only 2 pc. of chicken,a little spoon of potatoes, slaw and a tiny little biscuit. And one of them was suppose to be free. I feel we were paying for both orders. Then we ordered the liver dinner and they didnt have any livers. We asked for our money back and went to a real restaurant, where they had what we ordered.

Comment On This

Hello my name is kayleigh hall and I am ten years old. I recently went to one of your restaurants when I ate a piece of chicken when I cracked my tooth on the outer shell.I hope you realize this is no laughing matter as I now have to go to the dentist and either have a filling or it removed.I have been in alot of distres after this accident and I hope you realize that as I am only ten I didn't know all of the risks.I hope you respond to my complaint and try to improve that. hoping to hear from you soon,

Kayleigh hall aged 10