Kentucky Fried Chicken Complaint - Rude Manager, Even Ruder General Manager
ODESSA, TEXAS -- I was with a friend of mine who went through the drive thru at the KFC on JBS Parkway in Odessa Texas. She asked for one of those bowls that has mashed potatoes, gravey 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 managers 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 b e 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 [snip] 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.