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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am filing a complaint against KFC for their malfunctioning mobile app, which has consistently failed to work as advertised. This has prevented me from earning rewards and redeeming offers. KFC claims customers can earn rewards points and access special offers through the app. However, due to ongoing issues, the app does not work properly, making it impossible to earn points or use these offers. The first issue is ***** ***. Initially, the app would occasionally reject ***** ***, stating the payment method was invalid. After contacting *****, it was confirmed the issue was with KFC. Over time, this problem worsened, and ***** *** has not worked in the app for months, though it works elsewhere. I tried manually entering my credit card details, but the app intermittently rejected my card information as invalid. My credit card company confirmed the issue was with KFC’s app, not my card. Because of these issues, I have been unable to earn rewards points or benefit from exclusive app-only specials. I’ve contacted KFC Customer Service multiple times and always receive the same standard response that they’ll escalate the issue. Despite two app updates, the problem remains unresolved. KFC is aware of this, yet nothing has been done. I also filed a complaint with the ******* ***** ********** ****), but they do not handle individual cases and only document the issue. KFC should be held accountable for this ongoing problem, which prevents customers like me from using advertised app-only offers and rewards. I request that KFC fix these app issues and compensate me for the inconvenience and lost rewards points. Thank you for your attention.
Business response
10/07/2024
Dear ******* ******,
Thank you for contacting KFC. We have reviewed your issue and see that the payment processor was unable to process payments on card ending *****, due to an interruption in service with the card holding bank. We apologize for the inconvenience caused and have added 500 rewards points to your account.Sincerely
KFC Guest Services
Initial Complaint
08/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I'm reaching out about a order I just want to let you guys know one of my drinks where wrong my 3 piece combo chicken meal wasn't correct it was spicy that I received when I ordered original and the drink was a large Pepsi and Large mountain dew but I was given a DR pepper instead for one of my meals. I paid for two honey mustard sauces but I didn't get those even though I paid for them. I keep having bad experiences at this particular location on S lumpkin Rd in Columbus,GA. I would call the store in let them know about my orders and nobody answers the phone most of the time or if they pick up the phone they aren't helpful. A lot of f my chicken comes undercooked or the skin be always falling off the chicken, the biscuits be falling apart the servings be extremely small the boxes be poorly packed. I feel if a certain item isn't in stock let me know that don't just give me what you want to give me. This order I'm telling you about right now was made from Uber/Postmates. I told Uber about this particular order but they didn't want to compensate me. I will attach a screenshot of my receipt of everything I ordered. I don't have any issues at other KFC locations in the Columbus, GA area. I need to this to get to corporate BBB.Business response
08/26/2024
Complaint is against a locally-owned franchise, the location is responsible for addressing the complaint.
Store Info
KFC Store ******** *** **** ***** ******* **** ******** ** ***** **********Owner Info-
Estate of **** **** *** ** ******* ****** ******** ** **********Business response
08/27/2024
Dear ** **** Looks like your order was placed through a third-party delivery service. Please connect with this delivery service regarding issues with your order.
Thank you,
KFC Guest Services.
Customer response
08/29/2024
Complaint: ********
I am rejecting this response because: Issues aren't with the delivery service it's with your employees and the poor training at your restaurant take some accountability and do your job.
Sincerely,
******* ******Initial Complaint
08/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The app does not work. I have accrued over 1500 points for free food. The app will not let you redeem. I have been attempting to get this resolved since 7/30/24. I have been calling many times and escalating but no one ever gets back to you. I have 2 complaint case numbers. They never call back of fix this issue. Fraud! You cannot give reward points and have no way to redeem them. Terrible and no way to run a business. No one in Customer Support would give me the Corporate phone, although the phone listed online says Corporate. Not sure what they are hiding or why you cannot talk to anyone in upper management? Really weird!Business response
08/27/2024
Dear ********* *********,
Thank you for contacting KFC. We apologize for your experience. We have reviewed and see that you issue was resolved, and an email was sent to you earlier this week. We also see that additional rewards points were added to your account due to the technical error encountered.
Sincerely
KFC Guest Services
Initial Complaint
07/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
see Attached documentBusiness response
08/13/2024
Dear ******* ******,
Thank you for contacting KFC, we were unable to locate an attachment with your claim. Please resend and we will review.
Sincerely,
KFC Guest Services
Business response
08/30/2024
Dear ******* ******,
We apologize for your experience. Since KFC is primarily a franchised organization, participation in national offers is optional. It appears this organization is not participating in coupon offers.
We apologize for any inconvenience.
KFC Guest Services.
Customer response
08/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is barely satisfactory to me. I would suggest that those franchise owners who chose NOT to accept your corporate coupons be required to post signs on their drive-up windows and their front doors; as acourtesy to their customers before the holidays.
Sincerely,
******* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
KFC has an app which allows food ordering. You order food and receive notifications thar it is completed only to be told when you arrive at the store thar it is not done and you will have to wait another 20 minutes t for you order. When you are not able to wait the store refuses to give you a refund because you bought it on the app. There is no way to get a refund on the app and no phone number to call so you have to track down a phone number offsite Then you call that and they spend 15 minutes gathering information from you before telling you they need to transfer you to a different department for a refund request that may be denied and you spend another 15 minutes on the phone with them. This is unacceptable and this company should not be allowed to accept orders on an app if there is not immediate recourse provided at the store when an order is not availableBusiness response
08/13/2024
Dear ***** *********
Thank you for contacting KFC. We have reviewed and we are unable to find orders or complaints placed under the provided email ********************. We apologize your experience did not meet your expectations, in order to review your issue further, please provide an order number, email address or phone number you provided at time of complaint. We are unable to review by phone number as the provided number ********* appears to be missing a digit.We look forward to hearing from you soon,
Thank you,
KFC Guest Services
Initial Complaint
05/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
5-17 I made an order on the KFC mobile app. When I went to the location to pick up my order, I was informed that what I ordered wasn’t available and was offered a substitute instead. I let them know that I wanted a refund instead since they didn’t have what I actually ordered. I was told that I had to call the corporate number. After going through two levels of reps, I was told that I was outside of the refund window and could not receive a refund. I told the rep that I felt like I had been robbed. To date, I’ve received no communication and no refund. Additionally, I’ve come to realize that this is a common problem with KFC. A business of this size shouldn’t be able to just openly rob it’s customers. I got nothing at all and they still have my money. I just want my money back. Order number ********* Case number for complaint with KFC ********Business response
06/10/2024
Dear ******** ********,
Thank you for contacting KFC, we apologize for your experience. We have refunded your order ********* in full. You will see $11.42 back on the card used for payment within the next 72 business hours.
Sincerely,
KFC Guest Services
Customer response
06/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ***********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I’ve been collecting points for a while trying to save up. I reached about 658 points until i came back two days later to find 0 points in my account. I spent a good amount of time collecting and was disappointed to find them all lost. I would like my points back if possible. :( thanks in advanceBusiness response
05/16/2024
Dear ******* ********
Thank you for contacting KFC. We apologize there was a technical glitch with your rewards account. All issues have been resolved and we added 100 additional points to your account.
An email was sent to your account when the issue was resolved with a note about the additional 100 points and a free. We sincerely apologize for inconvenience caused with this issue.
If you did not receive an email in your inbox, please check your junk/spam folder.
Thank you
KFC Guest Services.
Initial Complaint
04/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Well I was just at the new KFC on first and Wetmore in Tucson , Arizona and let’s just say I’m never going back . First off all the food was flavorless and I only got about half of what I ordered … two meals and no biscuits and even the wrong food , not even a fork . Keep in mind we were the only ones in the drive thru . When I saw and asked for a fork , they said “ sorry we are out “ . What kind of fast food chain runs out of forks . I’m just disappointed , I was really craving it …Customer response
04/17/2024
*** * ******* ** ******* ** *****
United StatesBusiness response
05/28/2024
Dear ***** ***********
Thank you for contacting KFC, we apologize for your experience. We are mailing a $30 **** gift card to you. This will deliver directly from **** by June 5th.
Sincerely
KFC Guest Services.
Initial Complaint
04/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
KFC was given a coupon, cashier rings up sale and runs card. Then says "she hit the wrong button and can't give a refund". Proceeds to say she will give a cake and extra chicken to make up for it. Get home and find not only is there no "extra" chicken but not even the amount of chicken that was ordered, no cake and missing sides. Then notice the chicken was cold, soggy and clearly was an old batch left out. Tried calling this KFC and no one answers the phone. Make a trip back and the door is locked, knock and they turn off the lights pretending not to be there and it's nowhere near the 10 pm closing. Adult son walks around to the drive thru window and continues to knock on it until they come to the window and tell him they don't refund money. So basically they stole my money, didn't give me what I paid for and then find out what I did end up with is not edible and was never eaten. I should have called the police and regret that I did not. I came home and made a complaint online and also called and filed a complaint. Told I would get a refund and "someone would call me" but that has not happened yet but I was asked by email for the address of the KFC and never heard back. There is a complaint on file now with my name so please get back with me and refund my money.Customer response
04/09/2024
KFC 120 West Mitchell Hammock Road, Oviedo, Florida, 32765Business response
04/16/2024
Dear ****** *********,
We are sorry to hear about your recent experience with KFC and apologize for your experience. We are mailing you a $50 KFC Gift Card that will arrive via ****. We did drop the card in the mail today. Again we apologize for your experience.
Sincerely,
KFC Guest Services
Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I place an order on the KFC App for Delivery, I know it might be a little late. The problem is the wrong order & the food cold & old. On 2/17/24 @ 6:59 pm, I placed the order# ********. 8 pc. Chicken Meal 8 pc. Chicken Only Type of Bucket : 8 pc. Chicken - Variety Style : Original Recipe Secret Recipe Fries Size : Side Large Mac & Cheese Size : Side Large 4 Biscuits Biscuit(s) : 4 Biscuits I received mostly Dark meat & it was cold, the Biscuits were hard. I tried re-heating the Chicken, it dried out, & so did the Mac & Cheese. Can't re-heat the fries or the Biscuits since they were hard. Had to throw it away. I called Cust Service ************** ***************), the Rep. wanted to refund Half of the Order. the $14.50, I didn't accept, he stated he was to escalate & they would review & see if they refund the amount. They might not call me. I called the store ************ spoke to *** the Manager, she transfers me to ********, she stated that's she's not able to do anything about it since I didn't call the store the same day or the day after & they might have replaced the order. I told her why, so they can replace it with Chicken & hard Biscuits. She said to go complaint to the App or the Online Order since I didn't go into the store to place the order. Worst service I have ver received from everyone I talked to today. I want a FULL Refund of the $42.82. Not my problem this store uses **** **** for their Deliveries. I placed the order on KFC App. Get the money back from **** ****, you have a contract with them, not me. **** **** is the worst Delivery Service in our area. Late Deliveries. Deliveries to Wrong Adresses. That's why I don't order on **** **** & won't order from this place again. I no longer Trust this location.Business response
02/29/2024
Dear ***** ******,
Thank you for contacting KFC. We apologize for the inconvenience we are sending you a $25 **** gift card to your email mail ******************* for the issue.
Thank you
KFC Guest Services
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Get a QuoteCustomer Complaints Summary
96 total complaints in the last 3 years.
22 complaints closed in the last 12 months.