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Business Profile

Fast Food Restaurants

KFC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fast Food Restaurants.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Went through the KFC drive thru on Boardwalk in Lexington KY at about 7:30 PM on 12/7/23. The chicken was old. It was dry and hard; we were unable to bite into the chicken. Called the store and spoke to Destiny the manager. Who said to bring the food back to the store. I explained my babysitter situation; could it be handled another day. She said, "my policy is no food no exchange. I found a sitter, waited in the drive thru line again just to be told they had no more crispy chicken and had no plans of cooking anymore, This was before 8:15. She said i would have to wait 40 minutes. I had not paid for 40 more minutes of child care so i couldn't wait. I asked for a refund, which was refused because i didn't bring all of the food back. I only brought back the chicken as advised. KFC refused a refund or to provide the food i paid for. The KFC staff were in the window making faces and gang signs (pictures provided). They were very rude and showed no level of respect for customer service.

    Business Response

    Date: 01/10/2024

    Complaint is against a locally-owned franchise, the location is responsible for addressing the complaint.

    Store Info
    KFC Store #J718108 OPN 1494 Boardwalk Lexington KY 40511 ********** 

    Owner Info

    ****** ** **** **** *** ** ******* ****** ******** ** **********


  • Initial Complaint

    Date:03/13/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    On 3/12/24 at 8:09 pm. I placed a mobile order with KFC for an order of 8pcs of chicken bucket. The order was for chicken only and it was a mixed bucket. The order was marked at complete at 8:19pm. Upon my husband and I arriving to pick up the order, we were asked to come inside because the order wasn't even started yet. My husband went inside and waited for our order. The order was completed at 9:00pm. The order was supposed to come with a free 5pcs chicken nugget which we did not have. Along with honey bbq sauce. We were given honey mustard instead of the honey bbq that we paid for. We also were missing two thighs of chicken. Once realizing our order wasn't corrected I contacted the store and spoke to the night manager. He then proceeded to tell false information that the door dasher should've contacted us that there were no thighs available at that time. I explained to him it wasn't a door dash order and that we in fact picked up our own meal. No one ever told my husband there were no thighs available. So when asked why the employee didn't give my husband the option of a different product or a refund. Instead that completed a order that they knew was missing product which in my eyes is stealing from the customer. To know that you don't have anything and to complete the order as if everything was available. We go back and forth he then apologies and states we will remake your order tomorrow. I go to the KFC on 3/13/24 around 12:15 pm to have my order corrected, I was told no that can't and will not in fact correct their mistake and to contact the app to process the refund. So I'm upset at the fact that they wasted my gas by having me come up there under false pretenses from statements from the previous night. I observed bad management and elderly abuse by the employees who were rushed and treated with no respect while there.

    Customer Answer

    Date: 03/13/2024

    Requested document 

KFC is NOT a BBB Accredited Business.

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