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KFC  -  poor customer service

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6:44 am
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I sent a letter to KFC to express my dismay over their apparent lack of customer service. This was not a store location, this was the call center that I am complaining about. I can only get in touch with Customer Sevice Associates who tell me that Supervisors and Managers will call me back, but they never do. Please see my letter below. I will post if any action is taken by KFC.

Back on February 24th I called KFC Delivery to place an order. After waiting for delivery of our order for about 25 minutes, we received a call from someone from one of your stores (I did not get a name) to ask where our house was. When I told him, he said my location was not in his area and someone else would call me. About 5 minutes later, someone from your Customer Service (again, no name) called me back and I gave them my address. They said they would look into things and call me back. As it turned out, I was in an area that could not receive delivery.

I called the Customer Service number to express my discontentment. I spoke with Samya (CSA # 489) She told me that someone named Dominic would call me the next day. I have never received a call from Dominic. A few weeks later I called back to see why no one had called. I did not get the name of the person I spoke with, but she said that Dominic would call me back. I told her that "no he wouldn't" and I would like to hear from someone else. I was told that Ali who is supposed to be the area director in charge of operations would be calling me that day. I still have not received a phone call or a voice message from him either.

What kind of customer service is this? I was surprised by the lack of follow up after the original incident, but since then I have become amazed by how little you seem to care for your customers.

It is quite a statement of the over all level of customer service that can be expected from your organization.

I would say that I expect a call back from someone, but after the way I have been treated so far, I would be fooling myself to expect that. It would be nice if someone could call me back, but that seems to go against how you like to deal with people.

Forgive my scepticism, but I have nothing to judge you on except for your past performance.

I half expect this email to just disappear and never be seen by anyone who actually cares or can do something about the poor level of service. If I am wrong, I welcome the opportunity to speak with someone.



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Jun 26, 2020 11:20 am
Verified customer This comment was posted by a verified customer. Learn more

I have been waiting for a callback for 3 months to correct a gift card and am still waiting. They will give you no other number to call and complain. The other number available online doesn't work. I have made 6 calls now and have not received an email or phone call to discuss this further. The store was no help at all in Kingston Ontario and this customer service follow up is a disgrace to the company. I can't believe someone is so inept at their job that they are unable to followup and make a phonecall to fix this matter which would probably take them all of 5 minutes.
Shame on you KFC. You are getting a very bad customer service reputation!

Oct 14, 2019 4:32 pm
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I need to say this it’s really bothering me that kfc as changed the taste of their chicken . I thought it was supposed to be colonel sanders recipe . I think the Colonel will be rolling around in his grave . What a shame to ruin a national treasure for more generations to come . I cannot ever go back it’s a waste of money it has no taste and the pieces are so small you can’t recognize what you are eating . Here goes something else because of greed . We travelled across Canada this summer and stopped for supper in several provinces and the powers that be has changed them all . Goodbye KENTUCKY FRIED CHICKEN

Jul 03, 2018 8:19 pm

Every once in a while my husband wants to try KFC, even though I pretty much can guess what we will get I let him, thinking maybe this time it will actually be good! Well for a bucket of 20 piece of chicken, fries and gravy. Well, nothing changed, in fact it's even worse. We asked for white meat, and you know, I've been on this earth for 62 years, and I have never seen chicken parts that were in that bucket. It disgusted me, couldn't even try to eat it. They looked like they took a chicken breast and cut it in 3's, because none of the pieces resembled a chicken, breast, leg or thigh. It's this your way of trying to save money. There was very little white meat on them at all, mostly darker meat . I can say now that that was definitely the VERY LAST TIME ILL EVER PURCHASE KFC! We bought it at the KFC on West St., in Orillia, ON., and that bunch of crap food cost us $51.00! NEVER, EVER AGAIN!

Jul 11, 2018 5:13 am
Replying to comment of Mrs. Fitzy

Well you are right, KFC chickens are not cut the same way as the ones you buy in the grocery store. A KFC chicken is cut into 9 pieces, 2 wings, 2 legs, 1 breast, two ribs, two thighs. They do this 1 breast cut so that the ribs both have a portion of white breast meat on them. And that's why the single breast piece is so prized at KFC, there are so few of them to go around per chicken.

Jul 18, 2017 3:41 pm
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#Kfc you just lost my business for good. Crap service, crap food, no one is allowed to give out head office number. Emailed this being third time. Last 2 never got a response from them whatsoever! I do NOT want free food I want decent service when I pay out the [censor] for crap customer service and sub par food. Stay away from this place especially the River Road and Ottawa street North location at all costs! This what I posted online for everyone to see so they may be wary of this company. Facebook and bad reviews on all locations near me.

Aug 17, 2017 4:47 pm
Replying to comment of 4Candace4

EXACTLY! AGREED and AGREED! I had KFC 2 wks ago b/c I was super starving and I couldn't believed the Prices for 3 Pieces Chicken Meal $10 (tax iclud) in Edm, ..Sure it's Antibiotic Free BUT it's not like KFC is feeding me "Organic Chicken" for Chick-Sake 10 bucks; those are the 3 smallest pieces of chicken I have ever seen in my entire life!? The nerve of the Supervisor trying to #SCAM#ME# When I ordered said to me " BTW we only have Dark Meat left is that ok with you?" I said " Of Course It's Not Okay with Me. I pay for 3 pieces which 1 should be White Meat so if You give me 3 Dark than You take the Price Difference Off. This store isn't closing for another 1.30hr therefore You have to provide me some Rules & Guidelines Why your restaurant is out of White Meat already?!
The last time I ordered KFC online was 2 yrs ago BAD SERVICE...waited 1 hr 25 min which store was 15 min from my house they blamed the other store. District Mgr don't call back cause KFC doesn't give a crap. I don't care about Free Food who wants Bad Impolite Service again!

Honestly if any of you travel to Asia (Taiwan /Japan / Korea / Hong Kong / China) KFC is the BEST BestEST! Service is amazing! Chicken is super yummy... I know you think I'm crazy of all the food there is to eat but KFC has #1 Original (Not as Salty) #2 Crispy #3 Hot #4 BBQ #5 Honey&Garlic #6 Teriyaki combo it with fries or Croquets (so addictive) or soup or mashed potatoes or mushroom w/rice or corn on the cob w/pop (don't expect super-sized pop). KFC @ Food Court they provide you gloves & serviettes so your hands aren't greasy b/c in Asia it's hard to find public restrooms. Sometimes I take 15 min to order cashier don't get mad. There's "NO SUCH THING" as Grease on bottom of box on cold chicken. Google KFC Asia!

Jul 11, 2018 5:09 am
Replying to comment of CClemon

Ok so I used to cook for KFC as a teenager in the 1980s, and I've been reading these complaints mostly for nostalgia's sake, but it struck me how many people are reporting oil-logged chicken here. When I cooked that never happened, but I know that now they use pressure cookers with digital read-outs, whereas the ones I used had analog dials. After reading your post I'm wondering if those old reliable machines got shipped to Asia when the digital ones got installed in North America. Because I know that greasy oil-soaked chicken is a result of the pressure cooker not being hot enough.

Aug 16, 2016 4:47 am

On August 15, 2016 I ordered the $20.00 fill up which arrived half the size of the advertisement (pictures) and paid extra for 3 chicken breast that were actually dripping with grease, the box condition is evident of that (pictures). Not to mention the soggy fries.

Will never order again. Bring on Popeyes Chicken.

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May 05, 2016 2:35 pm

I am used to buying a meal with a side of biscuits with honey.
I was sad with my recent order, when I got home, and promptly threw out the honey "sauce" which isn't honey at all but just corn syrup. KFC should sell Food, not garbage.

May 05, 2016 2:36 pm

Sell Honey, not honey "sauce" or don't have honey at all cuz that stuff is garbage

Dec 04, 2015 7:04 pm

i went to KFC at 5335 Falsbridge Dr.N.E. Calgary ordered 18 piece meal LG Fries GRAVY and added another LG FRIES MD GRAVY which came to 47.22 got home fries had to be rewarmed which was OK but couldn't eat 90 percent of the chicken it was so dry so phoned the store and the mgr. who's name is KEVIN said i had to bring back the chicken which i told him was thrown out by the people who couldn't eat it and he said he couldn't replace it then and that they throw out t he chicken after a certain time, which i said no they didn't asked for head office 800 number for which he said i would have to go on line . So now i am on line and no 800 number to be found who owns KFC now? There was always an 800 number to call i guess I now know why there isn't one so that's the last time I go there KFC has gone downhill in service and in quality of food served I will no longer be a KFC FAN

Feb 17, 2017 1:12 pm

I don't see how you had a problem finding it... I put it into google and had it within second... You can fill out form for your issue online or call toll free at the number at the bottom. No problem at all finding it.

Jul 11, 2018 5:04 am

Kevin lied, they do not throw out chicken after a certain time. If your chicken was dry it's because Kevin isn't maintaining the water level in his Henny Penny (former KFC cook here)

Jan 04, 2015 3:45 pm

Cannot agree more, KFC Calgary Midpark store is full of impolite clerk and disgusting food.


I have a complaint about KFC online ordering in the Hamilton area. We had to wait 2 hours for our food after placing our order. We called the store that was scheduled to deliver our food after 75 minutes of waiting and was told that our food would be out the door in 2 minutes. We are a 7 minute drive from that location. They told us they would double our order. We waited 90 minutes and called again and this time was told they would not charge us for the salads. We didn't get our food for another 25 minutes and they charged us for the salads. We know they threw our order together in a hurry after our 90 minute wait phone call because it was piping hot like it just came out and the coating wasn't like it usually is - it looked like it was thrown together. Customer service was bad!

Apr 16, 2014 9:34 pm
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kfc original chicken is going from bad to worst. it seems like the chicken was fried then kept in the oil until someone orders them, i would never buy another piece of chicken from KFC sandwishes yes, and that's about it. We are killng our self slowly 1 piece of chicken contains about a half pint of oil.

Jul 11, 2018 5:01 am
Replying to comment of djtoxic

No, after chicken is cooked it goes in a 'Henny Penny' heated metal box with racks in it. If your chicken is soggy with oil it's because the pressure cooker temperature was too low.

Apr 12, 2014 10:45 pm
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why does your web sight show you coating your chicken with no food safe gloves, to me this is not safe food handling practices, wit what you are doing puts all customers at risk of food poising. To me it would appear that you do not care. Also the KFC in Caladiona their gravy is always cold

Jul 11, 2018 4:59 am
Replying to comment of oliver69

You obviously don't know the health codes or what happens at restaurants. Gloves are for people who are handling food and money without washing their hands. Nobody in a kitchen is wearing gloves (unless they're washing dishes). And if you think that's gross, you don't want to know what really goes on in commercial kitchens...


I when to dunnville to get kfc at 700 pm and was close all the way from cayuga this is not right I think

I don't know what they mean about "we don't serve at your location crap" take five or ten minutes to deliver to the customer. The worst is when your neighbor on the other side of the street can get delivery but you cannot.

Dec 03, 2013 9:08 pm

I wish to complain that I found out that you are no longer serving hot wings. This is quite a shame as the guys at my shop and I are going through withdraw we love them miss them KFC never be the same with out your awesome hot wings
Please bring them back!

Oct 26, 2013 10:56 am

I ordered a chicken sandwich from a location in Surrey, BC and was surprised to have it taste spicy, when I went in to inquire the lady told me that they use "Pepper Mayo" when I complained she argued with me and said it shows it on the picture on the menu board. I stated that it does not show it on the chicken sandwich and she pointed to the "mini's", I told her that I didn't order a mini I ordered the chicken sandwich, her reply was that they no longer have the one piece for chicken sandwiches and they now use the min's for it and all mini's have pepper mayo. Prior to ordering I was not informed of this and I was pissed off. There was no customer service at this KFC only arguments and a meal that I feel was a waste of money! On top of that I found that for a while now the chicken does not taste like the good old KFC, they must have changed the 11 herbs and spices, it tasks bland and gross now!
I filled out the online comments with my complaints and no one ever calls back to clear up the matter, has KFC really gone down hill so bad? Do they not care? Colonel Sanders (RIP) must be rolling in his grave with anger seeing his name & product be butchered so bad. To anyone at KFC head office... HELLO! is anyone home? Without clients you will have no business or job! Get a grip and get back to EVERY person who has concerns! If your in Alberta try Mary Browns Chicken! MMMMMmmmmmm her chicken is FINGER LICK'N GOOD! Good Bye KFC... see you in the gutter soon... We "customer" have given you a chance and your blowing it! Too Bad :( ... Put the "CUSTOMER" back in Customer Service!

Nov 13, 2012 8:04 pm

Ordered KFC in Barrie for dinner tonight. Dinner for our family cost nearly $60 for 25 pieces of chicken, fries and 3 sides. HALF the dhicken still has blood in it, the fries were over cooked and the gravy was gross. I cant eat the sides due to health issues, and now puking from eating half a piece of chicken which turned out to be bloody inside. They should be thankful my children arent ill, yet. Definitely filing a report!

Jul 11, 2018 4:54 am

Sounds like they didnt soak the bag in the sink first... (former KFC cook here)


I told my husband last week...that we are NEVER eating KFC again! He brought our order home...and went to give me the skin from his chicken...and when he did..the grease that fell off the skin was disgusting! We didn't even eat our meal...$27.00 went in the garbage! Brockville Ontario KFC are too lazy to drain off the grease!

Jul 11, 2018 4:55 am

Pressure cooker not heated up properly. You either ordered early or late in the day. (former KFC cook here)

I hate going to KFC these days. All stores are either sri lankans or chinese people working. They refuse to give me rib or breast pieces, They ask me to pay 2 dollars extra per breast piece and 1.50 for a rib piece. They sometimes make me feel very embarassed. I wouldn't go to KFC anymore. I hate those people working at KFC, most of the time I can't even understand their english.

Aug 20, 2012 4:26 am
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We ordered KFC for dinner last night from online. I had placed my order for 5pm and I did so at 3 to make sure our food would come on time, unlike last time. However, 5 rolled around and the delivery person was no where to be found. Finally at 5:30 the guy arrives and I paid for our food and he leaves. Upon opening the food for my family we realized more than half of our order was missing. I called the call center and having spent 15 minutes on the phone with them, I finally got patched through to the main store that was supposed to have delivered my order. When I told the woman there she asked me if I was missing this one thing. I said no, and told her how much I was missing. She said that she would get her driver to deliver it right away. I asked how long I would be waiting she said 15 minutes. I waited for 45 minutes for the new driver to drop off the rest of my order. Meanwhile it an the rest of my food was COLD. I am absolutely disgusted with KFC. Other companies I have dealt with who have forgotten food have come back with a credit for the next time you order from them, or if your food is late you get free food. I didn't even get an apology from either store, call center or driver. So from now on I will not be ordering food for my family from you.

Aug 15, 2012 9:46 pm

I paid for a 9 dollar and 41 cents meal but I then realised that the meal wasn't complete it only had chips and burger, it was supposed to have burger, chips, colslow.chicken but it wasn't complete. So I paid 9 dollar for a burger that wasn't even nice and chips that were not as good as I expected. Never again I'm I going to KFC it's just a waste of money ... Maybe McDonald's is better.

Feb 21, 2012 5:25 am
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KFC has definitely gone downhill over the last several years. The food quality and portions are not what they used to be. I don't know why, but I definitely will not go there anymore. The delivery product is even worse than direct sales from the outlets. Dried up, small portions. As well, every time I've ordered, I've asked for Ketchup and at 50% I don't recieve any. Goodbye.

May 27, 2011 4:02 pm
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My experience at KFC Broadmoor Mall in Richmond, BC was somewhat different. Terrible quality of food and meesly portions for what I had paid. The total cost was near $10 for two pieces of chicken with fries and a soft drink. The chicken consisted of one small drum stick and a hard to eat dried up chicken wing. This was not the first time I had the experince of being ripped-off. I have not returned to KFC since and have found another fast food outlet that serves the best chicken in Vancouver. I notice that KFC is going under, I am not suprised

Sep 29, 2010 8:23 pm

I got one complain about one of KFC location. From last 2 years I am going very regular to buy Toonty Tuesday for me and my co workers. I am going frequently to buy them other products too. With toony Tuesday always I am requesting one or two pack of Hot Sauce. In 2 years I got Hot sause just one time othervise more than 100 time they refuse to provide me and saying "its out of Stock". I really disappointed from them service when they can supply even 2 pack hot sauce. I contacted with them and they assure me that they will take attention but I do not know they will take attention just in the email or they will be practically serious to solve this problem. I notified them store location too. I am requesting to KFC management that please if them some resturent can not provide this sauce on the side than they can get money like few cent per pack.


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1900 Colonel Lane, Iowa United States