NORTH WINDHAM, MAINE -- On Saturday night, January 7th, my husband and I stopped for dinner around 9pm at the North Windham, Maine KFC. We decided to eat inside, seeing the entire restaurant was empty of customers at the tables. We did spot an employee mopping up toward the back of the dining room. When we went inside, we saw that half the floor was flooded with soapy wash-water, but the tables closest to the door were on dry ground. We decided to sit in the front area, out of the employee's way. We ordered our meals, paid & sat down.
Starting at the rear of the dining room, the male employee was literally shoving the squeegee along the floor, forcing waves of soapy water across the floor toward us, the water stopping just short of our table. Then, starting again at the back of the dining room, he began picking up each metal chair, one by one & forcefully SLAMMING them down hard onto the tile floor. It was very loud & jarring. We couldn't carry on a conversation across the table, he was so unnecessarily noisy! He'd pick up a chair, shoving the squeegee forward, then SLAM! Down went the chair with as much force as he could muster.
It went on for a LONG time. I thought he would never stop! It was absolutely deafening. Then the place filled up suddenly with a very large group of children accompanied by adults. These customers had to wade through the soapy water to get drinks & get to the restrooms and tables. People with long-legged pants or tennis shoes got soaking wet on a very cold, winter night. The employee spoke loudly at the group waiting for their food, asking them to use the tables toward the rear of the dining room. At no time during our meal there, did the male employee attempt to upright the traffic cone warning of a wet surface.
He had a mop bucket and mop thrown aside carelessly as well. I use a cane to walk, due to knee problems, and I didn't even dare try to cross the wet floor to wash my greasy hands in the restroom. The female who waited on us was friendly, but we asked for 2 chicken strip dinners and she gave us a bucket of chicken with coleslaw and potato with gravy & biscuits. We had no wet towelettes with our 'silverware', and none were available on the counter, either.
My husband attempted to get the attention of someone working at the counter, in order to ask for wet towelettes for our hands, and a cover for the bucket of chicken so we could take our leftovers home. The crowd who came in after us was milling around the counter, talking loudly and nobody could hear my husband, or see him waiting to ask for something. We eventually ended up leaving with the open bucket with only some napkins to cover the food. We left as soon as we were able, and at no time was the water on the floor cleaned up by anyone.
The posting of this information shared here is in part a response to reading so many customer statements on this website concerning the treatment they received at various Kentucky Fried Chicken restaurants throughout the world and to try to respond to a number of these people who have gone to these places of business and have come away shocked, disappointed, hurt, angry, outraged, and even bitter, vowing never again to visit another KFC restaurant for what they PERCEIVE (a key word: perceive) to be, in EVERY case, a wilful, rude, even arrogant, response to their concerns.
As it has been commonly said, at least in the American culture, when there is some type of dispute or issue involved there is the statement that "There are always two sides to every story told", which is used to try to get people to look at a problem from another angle. If possible to present another point-of-view which they may not have EVER considered in order to help resolve a controversy of some sort where applicable.
It is here at this point that I would like to offer for public consideration my personal, humble opinion of the workplace, practices, and conduct, of at least one Kentucky Fried Chicken restaurant based in part on personal knowledge gained from having worked at this place in Mcdonough, GA and spending some time there observing the patterns of very disturbing attitudes, speech, and conduct on the part of management and their favored employees towards other non-favored employees, which then become customer-related problems with products and services the public has VERY serious difficulties in UNDERSTANDING!!!
The behind-the-scenes revelations that YOU the customers FROM NOW ON if reading this posting and deciding to share it with others should NOTICE and PAY CAREFUL ATTENTION TO AND TAKE NOTES OF ON PAPER, COMPUTER, CAMERAS, etc., are the following, which are not a complete listing of all the problems wrong with this or any other restaurant or other type of business but is detailed enough to hopefully spur consumers to take action even if it means the shutting down of these businesses when they exhibit the kind of behavior, which may be called an anti-social unconcern for the public they are supposed to serve!
To start with, consumers, whenever you come into these restaurants at opening time (i.e. 10 a. m.), please put your "thinking caps" on and NOTICE whether the KFC MANAGEMENT TEAM has the store or restaurant READY to serve you!
Here are some things to look for: Cashiers are prepared to take your order right away and are NOT still counting money, are NOT still "preparing" the store for opening by putting tongs on the food counter, stocking up on cups, food boxes, paper and plastic bags, forks, spoons, knives, condiments like ketchup, dipping sauces, hot sauce, honey, butter, large and small item cups, napkins, cleaning trays, wiping tables, windows, emptying trash, cleaning bathrooms, etc., and have to stop what they are doing in order to serve YOU!!!
Cashiers, baggers, and store management should NOT still be "preparing" ANY food items in the back of the restaurants at opening time with the FRONTLINE area of the place devoid of any smiling, hopefully cheerful person to greet you because this is important to know and be aware of the fact that management forces these overworked, underpaid, Frontline cashiers.
At least at the Mcdonough, Georgia restaurant to be what is called here the "DOGS" OR "DO-EVERYTHING SERVANTS" OF EVERYBODY the everybody being FIRST consumers not YOU but the management and their favored, exempted-from-real-hard-work store "pets" who are not to lift a finger to really serve you but are kept from doing real work for you by their foolish managers who supposedly being so "educated" and "smart" still allow themselves to be made into FIRST-CLASS fools. Nevertheless as they seem all too willing to do!
The management team at this location in Mcdonough are most of them all too often have proven to be lazy, play favorites on the job, as stated. Exempting their "pets" from serving the customer base in the store front and drive-through, paying larger salaries and giving benefits to these workers who don't work, are rude and arrogant, can also be offered promotions into management, are lazy, too, lack people skills, mistreat and insult the very few workers on the job who do all the work of everybody else plus their own exhausting them and causing them to eventually quit thus causing the high turnovers in staff.
New workers are then hired in order to repeat the same sickening pattern of what seems to be an absolute determination to wreck the whole company eventually as the management team seems to be composed of totally narcissistic people "in love" with themselves and their jealously = guarded positions who don't appear to be "normal" in the accepted sense of the word!!!
When well-paid management always have the time to gossip about everybody poke and pry into other peoples' business which is not theirs play favorites on the job mock people customers included and calling them names of every sort, maybe cursing at them under their breath while standing around talking with their favorites on the job or in the office areas and don't appear to be busy but are deliberately ignoring customers while demanding by "management orders" for the job "Cinderellas" on the frontline.
Especially to rush around and serve the customers instead and mostly by themselves without assistance, unless hollered for by tougher frontline cashiers who don't mind causing scenes when they become too stressed with doing everybody else's work, plus their own. With far too many customers ignoring, not caring or not actually knowing what is going on right in their faces, which, by now, please note, most customers with good or great observation skills should have known and should have called KFC restaurants to account about if even suspected that this type of conduct is practised and condoned by any management of the company!!!
NO ONE and I mean NO ONE consumer willingly accepts any job at any company in order to be coerced under threat of being fired, given bad job references, maliciously gossiped about framed on a job for something not done by employees to go on and accept and KEEP ACCEPTING this type of mistreatment as a job "Cinderella". Unless a person has to for the time being. Until they can leave such an atrocious and ugly workplace hopefully in one whole piece not losing limb, or life, in the "service."
Not of customers (who "pay the bills" of Kentucky Fried Chicken, and all other businesses too even in the small town of Mcdonough, Georgia, which most people have never heard of. Even in the state of Georgia and couldn't care less about its existence in the larger scheme of things. In any case, if truth be told, in order to work to the point of complete exhaustion to please some customers many of whom can't see past the end of their own noses and sad to say self interest too!). But in the "service" of bone-chilling, selfish, obnoxious, pampered co-workers because they don't want to come to work and actually work for a living, but expect someone else to do it for them, with management approval!
It is wise for customers to know what they are really dealing with here and not keep making a mockery of themselves that Kentucky Fried Chicken is the best (is it?) place to eat a piece of according to so many customer complaints a piece of greasy, or dried up, old-looking, fried chicken, puny, teaspoonful side orders you can hardly see, not to mention eat, biting down on rock-hard missile biscuits the military would be PROUD to use as weapons and you, the customer, could lose your valuable teeth over just to satisfy a craving for KFC buttermilk biscuits on a day.
Let's face some facts here, the customers, some of them sometimes JUST DON'T FEEL LIKE COOKING A MEAL AT HOME AND WANT SOMEONE ELSE TO DO IT FOR THEM! There are simply NOT ENOUGH people to staff these KFC restaurants that operate like this consumers and this is VERY noticeable in the KFC in Mcdonough! Have ANY of you consumers EVER bothered to NOTICE ("thinking cap", remember?) just HOW SMALL a work area these workers have to WORK in order to serve you from 10 A.M. in the morning until 12 midnight?!
These postage-stamp type workplaces are EXTREMELY confining and VERY difficult to work in, in order to serve you, and can get very hot, sometimes, causing tempers behind the counter to flare up, as these employees are JUST AS HUMAN AS YOU ARE and are always for a few of them, at least, UNDER PRESSURE to zip around the store at breakneck SPEED to get your orders NO MATTER HOW BIG THEY ARE (and many customer orders can be VERY big, indeed!!) in UNDER 60 SECONDS FOR EVERY ORDER and definitely no more than two minutes from the start of you giving your order at the cash register to the packing and delivery of your order into your hands!
In most places where most people shop consumers it is a telling point to NOTICE that for most of us as CONSUMERS not EMPLOYEES of an establishment we go somewhere and demand fast, or quick, service, in this EXACT time frame mentioned, under two minutes, even at a drive-through restaurant wanting absolutely perfect, courteous, smiling, cheerful, "dancing on their heads", clown-like, robotic people, to "wait on", or serve us, who ARE NOT especially in low-paying, back-breaking, feet destroying, thankless jobs like KENTUCKY FRIED CHICKEN, like the "rest of us", of course, and are a breed apart from the rest of humanity, almost ALIEN.
In fact, and so, ANYONE who has EVER worked as a "Cinderella" at a KFC is "fair game" to be demeaned, insulted, treated as stupid, or uneducated, blocked from further opportunities for personal growth and promotion, mocked, and MARKED, or targeted, as people doomed to be "unsuccessful" in life, a word NO ONE enjoys having attached to themselves, of course, but many people don't mind labeling others with it instead!!!
These employees at KFC who are the ones 'picked' by the NARCISSISTIC management at these places to be the unfortunate "Cinderellas" of their job sites, all work, and no play, and no benefits, have nowhere to go, unless they quit the job, which many of them may need and THEIR very hard work on behalf of customers maybe in a quiet manner without a lot of fanfare to draw attention to themselves ALWAYS goes unnoticed, because customers THEMSELVES far too many FAR TOO MANY times are so FOCUSED on their OWN wants and needs that they TOTALLY FAIL to see the needs of people behind the counters at KFC restaurantsor ANYWHERE ELSE!!!
Granted, as stated at the start of this posting MOST Kentucky Fried Chicken stores should probably be closed, as many customers have vocalized and written about over and over and go out of business because the customer service and products sold can be extremely poor, and unworthy of customer loyalty, year after year.
HOWEVER, it is important to know WHY you, YOU, have ultimately decided that KFC, or any business, is not for you, or your family anymore, and for this decision, if it is final you need to INVESTIGATE the place of business ask tough questions, don't take no for an answer, be persistent, learn to distinguish between good service at a business, and commend that, and truly bad service, even in the same workplace, and totally condemn that!
Notice, notice, notice, the management at these businesses, take notes on how they treat some workers as "cinderellas". Who does the management put work duties off on, and why? Who works too often by themselves when you come in the door, or on drive-through, or whatever the business is, don't accept alternative products to the ones you have requested, or ordered, even if offered for "free"? As an attempt to keep your business the management has already shown, according to you, the customer, they don't value, or else, from the opening of the store, to lunchtime, to dinner, to the closing of the store, they would treat employees they misuse better, so that your service could be better.
The company would have enough space to work in for employees, employees would be better paid to give them some incentives to improve their job performance, and uplift morale, as no one likes to come to work and be used as a "cinderella", and then be expected to put on an "act" for customers they feel are going to come in and scream and holler at them, if not outright curse at them, calling them names, throwing food products at them, as some people have been known to do, for the encouraged-by-management laziness of others they have to be "servants" to on the job!!!
Consumers, PLEASE, PLEASE, this cannot be stressed enough, learn to PAY ATTENTION to these types of things when you go in some type of business, on a regular basis, especially!! At these KFC restaurants, at least, the FRONTLINE cashiers are SOME of the "Cinderellas" at the KFC in Mcdonough, Georgia, for example, and are forced to work most of the store areas for the specific PURPOSE OF SERVITUDE on the job, where, eventually, management starts putting more, and more, and MORE work assignments off onto these Frontline "Cinderella" employees.
NOT for the public, which is YOU, the customers, but to be in servitude, in an unadvertised, publicly unacknowledged, but privately PRACTICED, non-job 'position', which is NOT a true job position, AT ALL, because, in terms of hours, pay, benefits, raises, and promotions, these "Cinderellas", no matter how good they may end up being at their jobs, please note, will NEVER, absolutely NEVER, by management choice, receive any better treatment than the fairy-tale Cinderella ever did at the hands of her step-family but are treated, in true form, as the drudges, the dogsbodies, on the job, and are horribly harassed on the job. If they dare to object to the mistreatment, or they eventually quit!
Customers, this is laziness, arrogance, and pride taken to its ultimate extreme in a workplace, and YOU, yes, YOU, are the ones reaping the destructive outcome of its manifestation IN YOUR FACE, so to speak, BECAUSE YOU TOLERATE IT, AND CONDONE IT!!!
As a customer, if you notice, feel, or believe, that you are being put in a SECONDARY POSITION to the disorganised mess that characterizes so many KFC's, and you SEE WITH YOUR OWN, NOW SHARPENED, EYES, that drive-through workers are NOT busy at any given time, but are walking around with nothing to do, are standing, many times with a manager, around laughing and joking, or openly criticizing customers, or gossiping about other employees, using cellphones on the job, eating at non-lunch breaks. But the FRONTLINE employees are constantly busy.
For some reason or other including LACK OF FRONTLINE HELP (where customers come in the front door of a KFC, not drive-through, hence, it is called the Frontline area), it should be a red-flag signal, consumers, that you are being ignored on purpose on the job by management included and YOU. Yes YOU need to question any management on duty, whom you believe, with your notes, if you have any you've taken (and you should do this, to take verifiable notes, not just scream, holler, and stomp out the store in a huff!) has deliberately kept a Frontline worker from serving you, and you alone, with their refusals to prepare orders called for by the Frontline cashier!
Instead, to keep from working hard, or at all, notice, customers, NOTICE, HOW OFTEN Frontline cashiers are constantly pulled off the front by management, or other, lazy workers, who all claim, most of them falsely, that they are "wrapped", or too "busy" on drive-through to GET YOUR ORDER, CUSTOMERS, and told that they, the Frontline cashiers, have to LEAVE YOU on the front, or other customers at the cash registers, in order to rush ALL OVER THE STORE to get you everything you may request, or need, with your purchases!!!
THIS type of putting off of work onto someone else, IN YOUR FACES, also, customers, should NOT be acceptable to you, as a paying customer at any kfc, or other business, at all, nor should you "put up" with it, either!!! YOU, as a PAYING customer, have the right to command the HIGHEST respect from every single employee at kfc regardless of where in the store an employee works, or in what position, in, or out, of the restaurant, they work in, because this yum brands, inc. company is responsible for its own conduct.
And they, not you, decided they wanted to cultivate your "acquaintance" and do business with you, because they want your money, bottom line, and you need to make them, all of them(!!), not just a few, broken-backed, sore-footed, worked-to-the-bone "cinderellas", do 'everything' for you, and keep your patronage!!!
If you, as a consumer, work VERY hard for YOUR money, and most of you will say that you do, then why do business with a company which demonstrates, according to your notes, over time, that they, if they truly don't change for the BETTER, in every way, DON'T CARE about YOUR back=breaking workload, YOUR sore, calloused, rough, aching feet, YOUR work-roughened hands and nails, YOUR need to have YOUR hair done, which you put off to buy a KFC MEAL for your family for dinner, tonight, instead; YOUR need to buy yet another pair of shoes, and you JUST BOUGHT a pair for work a few months ago.
YOUR need to buy gas for your put-off-too-long-and now-really-needs-repairing vehicle, when you've been dreaming for the past five years of a better one, and had to put that dream on hold, like the possible delay in raising enough funds to send your next child to college, or send money and gifts overseas to your children in the military you stay up at night worrying about, etc, etc, and you stop off at your local KFC restaurant, in the hopes of being treated half-way decent, after YOUR tiring day of worries, and YOU are met with people you perceive as NOT CARING if you come in the store, or not, or drop dead at their feet, at least, most of them, anyway???!!!
Is it fair to say, customers, that a large amount of our frustrations with various businesses is the very real, cold-hearted, heartless way so many companies make it so obvious that all they want from you is your money--but they don't want you and yours with it?! and, unless you are so rich, kfc's are simply not your type of place to eat at, anyway, and why should you care to stand in line for things when you don't have to, and insults are things which always happen to the lower orders of society, in any case, but not to you, at least, not to your face?
People always want to feel important, and welcomed at a place of business, it seems, and welcomed for more than their money, welcomed for their own sakes, for and NO ONE likes to do business with sour-faced, phoney, wasp-tongued, poisonous people, no matter WHERE they are, and, sad to say, FAR TOO MANY of these warped people end up in restaurants like KFC, and in their management!!!
Therefore, it is YOUR job, consumers, to demand change to your liking, and confront management all the way up the kfc ladder, with the facts you have taken note of yourselves, and question this company's conduct, because, at some point here, it should also be obvious that this misconduct on the part of a company doing this, can be called, surely consumers, at the very least, highly unacceptable to you.....by now?!
So, this OTHER side of the story on KFC, like the one in Mcdonough, Georgia, which, while not perfect, as no one is, anyway, is given for all of you to perceive that YOU have a part in gathering information, as accurately as possible, and as truthfully as possible, to confront any company which appears to be, possibly, an anti-social, and sick one too, if this is YOUR final decision on any company.
BRADENTON, FLORIDA -- After the last few visits to the KFC at 8004 Cortez Rd W. in Bradenton, FL, I've decided that it's consistently bad. I can't get over how poor this KFC has become. Every time we order from inside the joint, we have our order taken by an inexperienced employee who needs assistance to enter simple combo meals or requests. Either KFC needs to update their system, or they need to find employees who won't leave after a few weeks.
On my last few orders, I simply wanted the Variety Big Box, however I didn't want coleslaw. Instead, I asked that the coleslaw be substituted by another biscuit. The response I was given was "we can't do that." Baffled by the response, I asked if they could if they charged me extra. She said no once more and eventually, after explaining that it's never been a problem in the past at other KFC's, she then said "I'll see what I can do." She asked her Manager who just told her to include the coleslaw in the order but give me a biscuit instead. So, the order was placed to-go and we sat around waiting for it to finish.
After 5 minutes of waiting, we then heard the girl who took our order Shout to the back that she needed "original" chicken. In an empty restaurant that hadn't been busy in over an hour, the fact that they don't have any chicken available amazed me. So, being that the restaurant was empty with the exception of us, the employees decided to stand around and have personal conversations with one being, and I quote, "If you hate this job so much, why don't you quit?" This statement was directed at the guy making our chicken, so that was comforting...-_-
After realizing that we were still waiting for our order after 10 minutes, the employee yelled back to the chicken guy asking when the chicken would be done. His response, "I don't know." The employee then needed to tell him that customers were waiting and she needed a time. I at least appreciate the effort by the young girl in finding out an ETA of the chicken.
So, we FINALLY get our food (was only an order for 2 people) after 20 minutes and we leave to go home. When we arrived home, we opened up our food only to find that my variety box was completely missing the chicken strip. Mistakes happen, so I got over it, but then I looked down at the popcorn chicken.
Not only was it not even in a container, but merely scattered around the box, but 80% of the pieces weren't even chicken, just crunchy fried batter. Apparently, ordering the variety big box is permission for the staff to give you the worst of their selection. Luckily I got to enjoy my 2 biscuits and mashed potatoes...$7.99 for essentially a puny, meatless drumstick of chicken, fried batter, 2 biscuits and mashed potatoes, nice...
The thought crossed my mind to call and complain, but what would that honestly do? I wasn't in the mood to drive back, so I just took my losses and reminded myself to stop going there. I honestly just can't fathom how such a rag tag group of employees can even keep their jobs. My poor girlfriend has been searching for a job for months now, with no luck, yet every where we go the most incompetent employees are being hired. Solid. Final thought: KFC has gone downhill. Overpriced, horrible employees, new items make you go WTF!?
HUGO, OKLAHOMA -- I went on to KFC, in Hugo, Oklahoma expecting to have chicken for my supper!!! Pulled up, went to go in... The doors were locked!! NOW THIS WAS WELL BEFORE 8:30... On the door the time states open till '9:00pm'. I drove around to the drive-through and they had it turned off!! So I thought okay, they have a problem going on... drove around to other side and ... there were two cars waiting for their order.... really peeved me off that they were shutting the whole thing down before 8:30!!!
So I pulled in behind others to get info for calling in a complaint. Sat there 45 minutes waiting, I feel for the others that had orders!!! I sat there mostly to find out why they closed the lobby plus drive-through so early. I have been eating there ever since the store opened years ago, I live 32 miles from this store and usually make special trips there just to eat! I work an 11pm - 7am shift in another town 19 miles north of this town, although it is out of my way, a lot of times I'll drive the extra miles just to have a good meal before work or to get something to go for later!!!
Never in all this time has the store closed the lobby or the drive-through before 8:30pm or (pm for that matter. Anyway after 45 minutes I was able to pull up to the window... it was not even 9:00 yet!!! The guy who waited on the other two cars wouldn't even come to the window to see what I wanted. I finally had to say, "EXCUSE ME" (service window was open) and a girl stopped and walked over and I asked for the manager, she stepped around corner and holler "MOM, some woman wants to talk to you!"
After hearing my complaint about the early closing, the manager proceeds to tell me they closed down the lobby at 8:30 now... I told her they needed to change the door sign... and that the drive-through was also turned off. She argued w/ me that it was working... ALL OUTSIDE lights w/in the drive-through lane were off... the guy standing in the background flipped them back on as we were talking, that really peeved me off!!! Within the time it took for me to get to the service window several others had pulled into KFC and had to leave!!!
Now, I love KFC, this store has always been clean, has had good customer service and great food. Except for the last few times I have been there to get from the buffet, there is never any assortment of chicken to pick from. What is there is oily and old looking, you have to ask for what you want to get fresh, BUT the service has always been great! Until now.... it just doesn't sit well w/ me that in this economy... driving 32 miles (one-way) to eat out and then arrive to find that they would lock the doors sometime between 8-8:15!!!
The manager acted incredibly unconcerned and did not offer to take an order!!! It wasn't like they had run out of chicken...and it was too late to start a fresh batch, which would have been understandable. BUT personally, I could see from the service window there was over two full trays of cooked chicken sitting in the hot box!!! I guess all the employees had nice hot chicken to take home for their supper!!! This store will soon go under if this sort of behavior continues and if these employees are kept in place! I for one will never attempt to eat there in the evenings ever again...
FARMINGTON, NEW MEXICO -- Finger licking? No, not so much anymore. For the most part, I can't complain too much. There are two locations within our small city. One has great service, and mediocre food quality, while the other lacks the service skills and their food is much better. Pick your poison (poor choice of words in the restaurant business).
Most complaints are made when something dissatisfies a consumer right then and there. For my message today, it's not really any one particular incident. Rather, a gradual decline that I've seen over the past 1-1/2 yrs at these two establishments. My favorite thing to order is the Honey BBQ sandwich. Sandwich= Honey BBQ meat & a bun of sorts.
Pretty simple, but yet for some reason on the past 3 times that I've ordered the simple two ingredient snack, I end up getting shreds of lettuce on my sandwich. Lettuce? I don't recall that being in the picture on the display menu? I don't remember asking for it as a specialty? Yet, low and behold, there it is each and every time. On my visit today for lunch...ta-da! Lettuce appears again! Now the quantity of lettuce that is being misplaced on my sandwich ( a string or two) tells me that it isn't part of the sandwich. Are the wrappers stored directly below the lettuce bin? Perhaps.
Contrary to popular belief, I'm not confrontational enough to throw a big fit about it and make an issue of it. I simply pluck the string of lettuce and remove it from the sandwich, since it hasn't tainted the flavor as onions might tend to do. I also USED to love ordering the Crispy Chicken Ranch Wrap. When it first came out and they attempted to contend with the version McDonald's sells, it was the best by far. They loaded it with two, sometimes even three pieces of chicken. Smothered it with shredded cheese and plenty of that Ranch sauce that is to die for. That was then. Now...not so much.
Very disappointing because that they grill/toast their tortilla, and it was better tasting than McD's. I realize that with any promotional item, that when they first hit the market they are "stuffed" to help aide in sales. But the past few visits have left me with a wrap containing one piece of chicken, a light dusting of cheese, and a minimal amount of ranch sauce.
McDonald's is once again the leader in that aspect of their menu. So, I suppose this isn't a complaint in the truest sense of the word. But more of an overall observation that the quality of food is gradually beginning to decline, and hopefully notifications on forums such as these are enough to help warrant corrections before they slip further towards customer angst.
I am a frequent visitor of KFC/Taco Bell located at 1978 E. Osceola Parkway in Kissimmee, FL. I've found that my experience when visiting this establishment almost solely depends on the employees working the drive-through at the time. It seems that whenever this one particular employee is working, my order gets screwed up one way or another.
I went through the drive-through the other night and ordered my food along with a diet Pepsi. He told me to come to the window for my total. He must not have been entering my order into the computer as I was giving it to him since, upon arriving at the window he asked what I wanted to drink. I told him Diet Pepsi. He takes another order through his headset, and after that order is complete, he asks me again what I wanted to drink.
I told him Diet Pepsi. He makes the drink and hands it to me as another employee hands me my food. I thank them and drive off. Back on the main road, I take a sip from the drink to discover it's regular Pepsi. I just drank it and went home, albeit annoyed. Mistakes happen. I'm fully aware.
Tonight, I give them another chance. I went through the drive-through and ordered 2 Steak Burritos, 2 Steak Quesadillas, and a medium Diet Pepsi. The same guy is taking orders. So I get to the window...I take a sip of my drink as soon as it's handed to me, and it's correct. I pay, get my food and drive off.
Should have checked my order then...it's my fault for not doing so...I didn't think it would be necessary after basically confirming it twice...but it wasn't until I was back on the main road that I discovered he had entered my order for two steak burritos, two steak CHALUPAS, and a diet Pepsi. And that's exactly what I got.
This particular location needs to install an Order Verification screen at the drive-through menu, or get somebody else who can take orders more efficiently. Perhaps doing both would work best. I think I need to start asking them to repeat the order back to me before I leave the menu, though it shouldn't be necessary.
But you know what is irritating the most? All of the employees behind the counter, with the exception of the one working the front counter, are wearing headsets. They ALL hear drive-through orders as they're being given. Do they not realize an error in the making when they hear a customer ordering a particular item, and the order taker enters another? Surely, at least one out of the 5 or 6 working realized the mistake.
When I used to take drive-through orders at Wendy's, my coworkers would be sure to ask me to clarify the order with the customer if they believe I had misinterpreted something. Apparently they don't care, or they all have the headsets turned off. Either way, it's not working out for them.
And the kicker of it all? The back of the receipt gives you a website where you can take a survey about your experience, and be entered into sweepstakes to win $1,000. I laughed when, after filing a negative review about tonight's experience, it tells me that I am not eligible to be entered into the sweepstakes. Perhaps they only enter those who have positive things to say?
CHESAPEAKE, VIRGINIA -- In my opinion, the KFC on Western Branch Blvd in Chesapeake, VA is the worst managed KFC I have ever been in, although I've been in a few others. Guess KFC is not picky about who buys their franchises and those folks are not picky about their managers. If I were KFC, I'd be ashamed to associate my name with this one. The service is ALWAYS slower than slow at this location; employees are slower than slow, show little interest in their job, certainly NO interest in customer service and often rude.
There was a young man at the register, one young girl behind him, sort of filling orders and 1 lady doing drive through orders and another guy, I assumed was cooking. The young man at the register was so slow and had absolutely no enthusiasm or interest in even trying to move faster or even pay a lot of attention to taking the orders to make sure they were right. The young girl clearly did not want to be there. She was slowly moving back and forth, taking her time doing whatever and mumbling something to the effect that she wasn't even supposed to be there today and she didn't want to do something or other, things to that effect.
This now sets the stage for how well the service would be and it was sooo obvious! Did I mention that it was Friday at 6:30 PM when many more people come out to eat than normal; so wouldn't you think they'd be prepared with enough staff and food? But this particular branch always seems to be this way, at least from the times I've been there in the past, no matter what day or time. And another family there that night said the same thing.
So here's the scenario. When I arrived, there were 4 people in front of me and 6 others already waiting to pick up their food, not to mention the drive through. It took about 15 minutes for me to even get to the register to place my order. Okay. That I could handle. When I finally left after 30 minutes, there were now at least 8 more people in line and 6 still waiting for their food!
Once I placed my order I stepped back to wait with the others who were there before me. Within 5 minutes the girl called my # and I was amazed, because those in front of me were still waiting. But I thought maybe they had large orders or something and I didn't know how they decided which orders went first. So I stepped up to pick up my order, but it was only half filled and it was wrong.
The first half of the order was to be one grilled meal to include a breast, leg, mashed potatoes/gravy, 1 biscuit, 1 coleslaw and 1 drink for $4.99. She put in the mashed potatoes/gravy, coleslaw, 1 leg, 1 thigh and 1 wing. The other order was 3 strips 1 coleslaw and 1 biscuit and it was not even with the meal order. I explained the error on the one meal to the girl and she said that the grilled breasts were not ready yet, but as soon as they were she would add one.
I think they thought they could just put in what they had and it wouldn't be noticed, because it was take out. Now the meal with mashed potatoes/gravy was sitting there getting cold. But I waited and figured as soon as the grilled breasts were ready, she would toss one in the meal (that was sitting there getting cold) and finish my order with the strips and let me go.
But instead when the breasts came up, she left my meal sitting there while she filled two tubs with the grilled breasts. So I spoke up and asked if she could just add one breast to my meal sitting there and give me my strips and I could go. By now she was frustrated so she grabbed a breast as soon as they were up, threw it into the meal and into a bag and sort of tossed it on the counter at me. When I told her that wasn't all of my order... she grabbed a box, 3 strips, coleslaw and biscuit and threw them into the box and into the bag.
Then, much to my surprise, or not, the lady now at the register waiting for her order to be taken, shouted AT ME to wait my turn! I told the lady that I was waiting my turn and only came up to get my order when she, the girl working there, called my number, and that it was wrong and I was just trying to get it right so I could leave. All of this because of incompetence! It is management's fault because they are responsible for those they hire and how that place is running when they are not there! People there were obviously getting annoyed and frustrated!
This is the most ridiculous excuse for management of a KFC that I have ever seen. I will never go back in there again. If KFC is selling its franchises to such incompetent managers and they hire such incompetent, rude employees, then I hope KFC goes out of business. And the food is not even worth it. The fried chicken there always tastes like old grease and is way over-cooked.
DELTA, COLORADO -- I went to KC on 3-21-09 at approximately 800pm. I went to the drive up window. The woman asked “can I help you?” I said “I would like a 6 piece meal with mashed potatoes and gravy and coleslaw.” She said “can you repeat that?” I did. Then she said "turn you car off I can't hear you." I turn the car off. I repeated my order she said “come to the window.”
I drove to the window. The first thing she said to me was "are you OK ma'am?" I said I am fine thank you. I was puzzled by the question but I did not pay much attention to it. She then said "you have a 6 piece meal with coleslaw and a diet coke", I responded with "and that has mashed potatoes and gravy?" She waked away. The window was still open.
The older woman and a young girl came back by the window. The older woman said "you will have to deal with this woman I refuse. She is rude and I don't have to put up with it." She also said that "you deal with her if she is rude to you let me know we don't have to put up with this crap." Well, I am listing to this and trying to figure out what started this attitude. However I tried to get the young girl's attention and she did not hear me or chose not to and walked away.
When the young girl came back I finally had to say "excuse me ma'am." Then the girl acknowledged me. I said "all I wanted was a 6 piece meal with mashed potatoes gravy and coleslaw with a diet coke." She then said that would be $19.00 dollars. I asked "why $19.00 when the 6 piece meal is only $13.85 cents?" That is when the older woman came to the window and started slapping her hand on the counter with every word that she that she used to explaining why the meal was $19.00.
I finally decided that I did not have to put up with her rude attitude. I said "keep your chicken!" and her response was "I will and don't bother to come back again." I could understand the attitude if I had it coming. However this time I did not. If the woman does not like her job she should find a new one. I will guarantee I will never go back to the Delta KC and I will tell all my friends not to go to the Delta KC.
There was no reason for the attitude. I hope that the manager does not condone this type of attitude from his employees. If he does I sincerely hope that the public does not, and will show him by not eating out at his store, or at the very least write him a formal complaint. In a small town it is not good business to hire employees that are not good with the public. I do understand that even in food service you should not have to deal with rude people.
However there is a give and take. When dealing with the employees that are nasty or rude it is hard to keep calm your self. The only thing I or any one can do is file a complaint to the manager. I believe I had a right to question the cost, especially when for 2 days the TV adds have been advertising the 8 piece meal including mashed potatoes gravy and coleslaw for $12.00 so I found it questionable when she said the cost was $19.00.
ODESSA, TEXAS -- I was with a friend of mine who went through the drive-through at the KFC on JBS Parkway in Odessa, Texas. She asked for one of those bowls that has mashed potatoes, gravy and corn and chicken in it and wanted to replace the corn with macaroni and cheese. She was promptly and in a rude tone told, "No, we don't substitute anything!"
My friend tried to explain to her that every time she comes here she always orders it that way. She was told she could get it as a side and the bowl would remain the way it came but she was not going to make the bowl for her customized like that. My friend said "fine, I would also like your manager's name and number", to which she was told, "I am the manager." We waited long moments of silence and my friend said, "Hello? I was not done ordering." She said "and I am still waiting", in a rude, high-pitched voice. Mind you, she is getting ruder by the minute. She asked for the total and she said "it will be at the window, I'm fixing your order!"
Ok, we drove to the window and waited for her to come to the window. My friend asked for the corporate number to which this lady said rudely, "It will be on your receipt!" Ok fine, we would call from there. Then I leaned forward to ask her, "Do you know how much business you just lost by your rudeness?" She said "I don't care!"
And to that, with my friends order in her hand, my friend asked her "what's your name?" She told her ** or some such spelling, then slammed the window shut without giving her the food, she refused to let my friend pay for it and let us get on our way. She slammed the window so hard that it bounced back open. My friend reached out and opened the window and said "Can I get that phone number now?" To which she was handed a phone number on a slip of paper .
We pulled up a little and she called. The district manager was friendly and apologizing profusely. She explained exactly what had happened and he said, "are you where you can go inside? I am giving you your food for free." We said we were still there in the driveway and we could go in.
We went in and you could hear Lisa in the back saying she didn't care who was calling, she wasn't accommodating the changes and she wasn't serving her the food. To which I said, "that's OK, the district manager is calling you." There was a sweet black lady trying to diffuse it all by saying, "They aren't asking for you to give them the world" and suggesting that she apologize for her rude behavior, which of course, Lisa wasn't listening.
Then we see a slender older oriental man on the phone with the district manager, being just as rude as he can when he was talking to him, having absolutely no respect at all in his tone for him. This was just getting to be unbelievable at this point, WOW! OK, you can hear the spiteful Lisa in the back yelling about the whole thing, the place is full of people as well. Then she comes to the counter and throws the aforementioned bagged food at the counter and stalked away.
Is this customer service people? No. No one wants to be treated like this. If Lisa had been on the other side of the serving line she would feel the same way. I want to know if these managers and, the oriental man being the general manager, understands the KFC credo? I think not, do you want me to recite it for you here? All companies have their slogans and the few very good ones who have all the customers stand by what they say.
This is there online slogan that I found: "We believe that a passion to please and customer satisfaction are the driving forces behind our success. We properly train our employees and provide them with opportunities for growth." I can tell you, from what I saw, they do not stand behind their product at this store. Buyer beware! And that is my opinion.
I am VICTIM of KFC'S RUDE SERVICE! And here is the complain written to KFC headquarter which also show all the process and matters. One maybe we all should remember is that no matter where it happened we all maybe in the same shoes some time in reason IT IS KFC's restaurants. I am writing this morning to appeal unfair treatment I have got in one of the KFC dining-room which is located in Chengdu City, Sichuan province and it's name is Huada KFC. I would like to introduce the whole process. It is for reference.
On June 24, I have supper in Huada KFC ,when I was standing in cash register I to pay for meal ,an employee of KFC mopped in my foot and not saying sorry to me. I murmured several words such as “why you did not say sorry to me,” etc. Two minutes later another employee of KFC came to curse on me. At this time, I paid for my supper so I determined to appeal to the manager on duty during this time I can finish eating my supper.
I appealed twenty minutes, no response. I appealed again. This time, a lady came out. She is ** vice manager on duty. First she did not say sorry to me and spent twenty minutes to debate with me who is right for this matter, until an eyewitness stood up to confirm what I have said is right. ** stopped debating with me. And then she spent forty minutes to teach me why employees from KFC can not say sorry to me. She said employee from KFC have no ability to say sorry to clients.
At last came out a lady again. She said she is ** who is Manager on duty and she told me it is the rule for KFC that employee can not say sorry to the clients. At this time, in order to settle the whole matter I have spent two hours in Huada KFC. Manager ** advised me appeal to fill in a kind of form which is used for clients appeal first and then I can appeal to public relationship department of KFC company.
According to ** instruction I filled in the form and got the confirm from the Vice manager ** who signed her name in this form. On June 25 (Monday) I phoned public relationship department and a lady called herself ** answered my question. Also first ** who is in charge of public relationship department spent 10 minutes to debate with me who is right in this matter. I asked her to refer to the form I have filled in. In the form it is clearly explained what is the fact. The most important of all the fact in the form is confirmed by the employee of KFC and I. ** said she have not got the form yet. She only heard about this.
On June 26 (Tuesday) ** who is in charge of public relationship department of KFC gave me an answer she were willing to arrange two employees to make an apology to me. On June 29 (Friday) ** who is in charge of public relationship department of KFC gave me a phone to confirm if I will come next day to accept the apology from the employee of KFC . I agreed. On June 30 (Saturday) I arrived on Huada KFC according the instruction of **.
** who is on duty told me it is a pity she can not arrange the apology from the employee at the same time refused arrange another time.
I waited one hour in Huada KFC to settle this matter and at the same time I phoned ** who is in charge of public relationship of KFC, she said she can change her arrangement at any time. It is no need to inform me also she advised me to go to law court to get the apology. During my waiting in the Huada KFC, I also bought my supper there and unfortunately an unknown man spilled a hot water on my body and at same time threatened me: “stop claiming or I will kill you.” So I felt so puzzled for how this happened?
If it is true KFC do not permit his employee say sorry to the client even if his employee really made something wrong no matter he is willing or unwilling. If Yes, why ** who is in charge of the public relationship of KFC can't arrange this apology activity on June 29 (Saturday). If No, does that mean this apology activity which is arranged by ** just a trick? I mean the real purpose that invited me to Huada KFC is not for apology but just to threaten me?
KFC enjoy challenging his clients to go to law court? Is that also a kind of way to provide service to customer or a kind of way to put up ad? I have to mention here I have worked for a MNC for over ten years. Also I have enjoyed KFC service for fifteen years. I have never thought it is so confused for the customer relationship management in KFC. Also I felt so puzzled according to American culture it is the basic rule to keep a promise. Why for an employee who is in such important position, she can break a promise so easily? Also she is so willing to challenge customer to go to law court, what does that mean?
Anyway what I want is just to ask you to keep the promise. If you can not keep this promise to me, please write to me to explain why. Furthermore I need your apology formally, as this matter hurt me deeply and waste me a lot of time. I hope you can understand from my side, if it is you what shall you do? Only an apology, please pay attention it is a reasonable apology, why it is so difficult to get?