Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went through a KFC drive-thru the night of 2/17 around 8:30 p.m. MT. I currently have a back injury so I haven't been cooking and I wanted to pick up enough food to last a few days. I ended up at the ********************************************************* location. I ordered the KFC wrap combo ($8.99 according to their website) and the 16 piece tenders meal ($54.99). This totals $63.98 without tax and I was charged $72.33. I'm thinking I was over charged but the location didn't provide me with a receipt, so I can't even verify that. I got home around 9:20 MT to discover that a lot of my meal was missing or incorrect. The "wraps" I received were chicken and mayo in a tortilla and I got no side. As for the other meal, my biscuits were missing, a side was incorrect, all of my sauces were missing, etc.I tried immediately to call the location using the number that's listed on ****** *************) and no one answered. I then called customer service and told them the issue. She informed me that she'd have the store contact me and advised me to keep notes/any pictures. The store called me on 2/19 and I was told I could get a refund. I waited until 2/24 but did not receive one so I called customer service again. I talked to them again on 2/26. I was able to get in contact with the store again on this day, only for them to tell me they couldn't refund me because I didn't bring the food back. The only problem with that is that NO ONE told me to do that. I couldn't reach the store (the person I spoke with at the store admitted their number was wrong, and yet this didn't matter to her), and customer service didn't inform me to do that otherwise I would have. I contacted customer service again in an attempt to get this resolved with someone other than the manager of the store. I was told this wasn't an option. I do not want to deal with the store again because they aren't fixing the issue and I do not want the food re-made because of how horrible it was to begin with. I'd like a refund.

  Business Response

  Date: 03/20/2023

  Another one I need sent to the Franchisee, Im not able to refund this guest.

   

  store_number	status	address1	city	state_province	zipcode	telephone
  E720222	OPN	2815 ******************	******	**	80207	**********

   

  Thanks so much! 

    

  Business Response

  Date: 05/16/2023

  Store is a locally owned franchise.  The location is responsible for the addressing the BBB Complaint.  Store info E720237 ***************************************************** ****** ** 80222 ********** Owner Info ***** ******* ************************************* Suite 106 ******** ** 95008
  

  
  

  Business Response

  Date: 06/16/2023

  In regard to case ID ********, we have tried to resolve this matter with the customer.  Upon receiving her complaint, she was advised that we would give her a refund if she brought the food back.  She has spoke to the restaurant manager and the area consultant and was advised of this both times. In order to maintain good customer relations, we offered to replace the food at any time that she desires (even without bringing the food back).  As with any business, it is not unheard of to ask for the product back for a refund.  The customer purchased this order with a credit card.  The customer also stated that the manager would process a refund; however, the only way for this to have happened is if she would have brought back the product and her credit card to process a refund.  We do not have access to credit card information unless the credit card is present with the cardholder.  The guest also has the right to dispute these charges with their credit card company.  In closing, I would like to reiterate that the customer is still able to come in and get her order replaced without returning the food.