Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had an unusual experience at the KFC/LJS restaurant on *************** In Canal ********** yesterday, Sunday 10-13-2024. We placed an order in the drive-thru window, and after receiving our food order we parked to verify that we received our full order. Upon reviewing, we discovered that the majority of the chicken appeared over cooked (burnt), and a side order was short the number of chicken strips that was purchased. The total cost of the meal was $72.24.

  I went back into the KFC Restaurant to communicate that the food was inedible and incomplete with my receipt in hand, and asked for a full refund. The two employees running the restaurant refused to give a refund stating that the KFC restaurant doesn't give refunds. There was no information on our receipt about no refunds, and there are no posted signs found anywhere on the drive thru window, around the store, on the entry door, or inside the
  restaurant about their 'no refund' policy. We were only informed after the fact.
  

  The KFC Restaurant employee running the restaurant said that she was the manager, and stated that she was not giving a refund. She said that we would have to call their customer service, but would not provide a phone number for customer service or give her name. (None of the employees had on name tags). We called the ******************** for Fairfield  County while there in the restaurant, and the dispatcher I spoke with said it is a civil matter and that they cannot be involved. I asked the Restaurant manager again for the KFC **************** number and she finally gave it to us. After calling the ************** customer service number to get a cash refund and place a complaint with ********************************* # ********).

  The ******************** showed up at the restaurant and agreed with the restaurant employees that we cannot be refunded and that it is a civil matter and that there was nothing that they could do even without anything in writing on our receipt or posted anywhere inside or outside the KFC Restaurant. We were then told that we were trespassing, but we were never asked to leave by any of the KFC Restaurant employees. 

  The acting manager then said that she was called and told by corporate that they could give us a full refund back. However, she changed her mind, stating that corporate did not realize that we paid cash for our order. She said that we would receive an email with a digital refund by corporate. We still have not received any email verifying our refund. We told the sheriff again that we paid cash for our meal, and we were told by the acting manager that they would refund us in cash. We explained again that there was no information on our receipt about no refunds, and there are no posted signs found anywhere on the premises stating no refunds, which the sheriff verified that there were no signs stating no refunds. The sheriff then stated again that we are now trespassing, even though we still had not been asked to leave by employees. We were forced to leave the KFC restaurant without receiving a refund and we left the purchased inedible meal there.
  

  Today is Monday, October 14, 2024 and we still have yet to receive an email from the Regional General Manager ***** ****** regarding receiving our cash refund, which they said would be contacting us. KFC/LJS stole our $72.24 cash because we had to leave the Restaurant without being refunded and we have yet to receive a call regarding our cash refund.

  Customer response

  10/28/2024

  Good ******************** ******,

  Thank you for your time and help with KFC. This is the type of behavior that we have been dealing with in trying to get our $72.24 Refund back that was promised to us. We also attached a picture from the third KFC Employees phone Acknowledging that the *** ***** ****** claiming that he was  Issuing a Refund for your records.

  FYI: We just filed a complaint today with the *******************************

  Thank you again,

  Best Regards,

  *** & ******** ****** Sr
  

  Customer response

  10/29/2024

  
  ******** ****** <**********************************>
  Attachments
  Oct 28, 2024, 2:52 PM (23 hours ago)
  to info, ********
  
  Sorry to send you this message by email, but it doesn't look like my new attached attachment that I tried to send to you on your BBB website attached to my message that I sent below.
  
  Best Regards,
  
  *** & ******** ****** **
  
  
  
  Good ******************** ******,
  
  Thank you for your time and help with KFC. This is the type of behavior that we have been dealing with in trying to get our $72.24 Refund back that was promised to us. We also attached a picture from the third KFC Employees phone Acknowledging that the *** ***** ****** claiming that he was Issuing a Refund for your records.
  
  FYI: We just filed a complaint today with the *******************************
  
  Thank you again,
  
  Best Regards,
  
  *** & ******** ****** **

*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. ↩