KFC/Taco Bell Complaint - They Desperately Need An Order Accuracy Screen
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-thru 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-thru 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-thru and ordered 2 Steak Burritos, 2 Steak Quesadillas, and a medium Diet Pepsi. The same guy is taking orders. Dialogue as follows:
Me: "Hi! I'd like two steak burritos, two --"
Him: "How many?"
Him: "What else?"
Me: "Two steak quesadillas."
Him: "Two or three?"
Me: "And a medium Diet Pepsi."
Him: "Is that all?"
Him: "Total is 8.61."
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-thru 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-thru 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-thru orders at Wendys, 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?