Complaints

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order at the drive thru window of KFC at ****************************************************** at 6:53pm on 9/25/2022, ticket #****. The order was for a 'family meal' with 12 pieces of chicken and 3 sides. We received a bundle of food and drove 1/2 hour home. On arrival we discovered we only received 8 pieces of all dark meat chicken (thighs and drumsticks only). I called the store and was given a code "925", and was told they would remake the order.I drove back to the ******* store and gave the ticket number and code, but was told I would only receive 'some chicken' and no sides. We left the drive thru and went inside to resolve the issue. The store manager took the now cold and incorrect order and threw it into the garbage can, refused to replace the order, and refused to refund my money. Another employee came forward threatening to call the police. We left the store and called the ******************* from the parking lot. On the advice of the ******************* was are proceeding as a civil matter and filing a complaint with the BBB.I paid $39.30, and received no food. The incorrect or partial order was thrown into the garbage by the store manager, who then refused to replace it, or to refund my purchase.

  Business response

  10/07/2022

  I am happy to refund her purchase. I do not want her to darken my door again.  She is far too much of a risk to my employees, customers, and business.

  She portrays herself in her complaint as a calm and engaging person, when nothing could be further from the truth.  Watching the security video footage disputes nearly all details of her complaint.  She was pushing herself into the personal space of my employee screaming "you have one more chance" and putting her hands close to my employee's face.  

  When she threatened my employees and stormed out of the restaurant leaving her food behind, the doors needed to be locked.  My employees' safety is my top priority, and her demeanor, words, and actions were such that we had no choice but to take protective action. The last thing she said before shoving the food at my employee was "you have one more chance."  She then proceeded to circle the drive thru and call the police. 

  Her menacing, threatening, abusive behavior cost me sales as my lobby was closed for the remainder of the evening as she sat in her car waiting for police to arrive.  She also made a terrible experience for every other customer and employee who had to endure her extreme and disruptive behavior.  As a matter of note, to my knowledge this is the first time we have had to lock our doors due to a threatening customer, in 45 years of business.

  As I said, I am happy to refund her purchase with the agreement that she doesn't darken our doors again.  She cost us sales, wasted labor hours, and caused undue stress and anxiety to my employees and customers.  As a busy restaurant we see all types of people every day and of course some packing mistakes are occasionally made.  In nearly all of those times we are cooperatively able to come to a good resolution with our customers.  She was too threatening and abusive for any sort of conversation to take place. Starting with the abusive phone call and throughout the interaction, she was looking to fight at every moment and never to resolve.  She was repeatedly asked what she was looking for, as none of the employees who dealt with her were clear if she was looking for a refund or a correction of her order.  She was solely focused on being abusive and disrespectful, lashing out was apparently her goal, not resolution.

  I believe the easiest way for all is for her to proceed is to submit a dispute through her credit card company for which I will not dispute on my end. 

   

  Customer response

  10/12/2022

   
  Complaint: 18127538
  
  I am rejecting this response because:

  The response from KFC fails to address the original complaint, and is directed against a female.  I am a 60 year old MALE.  Nothing in the KFC response addresses the initially incorrect order, the phone offer from the manager to replace that order, and the subsequent refusal to replace that incorrect order.  All of this took place prior to anyone entering the KFC store.  The response also claims they locked the doors because I parked in the lot outside.  I parked in the lot after being informed that the store was calling the police and I had no reason to flee.  I spoke to the ******************* from the parking lot, and on their suggestion re-entered the drive-thru offering KFC one more chance to make the order correctly.  At no time did my vehicle ever 'circle' through the drive thru, so the manager is telling a complete lie, and is totally unable to back this claim up with CCTV footage.

  The managers response also totally fails to admit the initial error, or mention the sudden refusal to correct the order when we arrived the second time.  Rather than address this root issue they attempt to deflect, lie by omission, and overtly lie about circling the drive thru and loss of business.  While we were talking to the *******************, we observed other customers being served, and also waited in line when we re-entered the drive thru lane.. 

  I will accept the offer for the refund, and I have already contacted **** of America about this issue.  Should the manger now attempt any dispute of that refund I will provide **** of America with these transcripts.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩