My complaint:
I used the app to order a family dinner (first time using the app) and it asked which two sides I wanted. I didn’t want the mixed mashed potatoes and gravy in the photo, so I chose the mashed potatoes then chose the gravy. In doing so, since the app requires you to scroll left and right off the screen, it apparently overrode my choice of the mashed potato. I did this twice, then when I got to the store to pick up my order, I noticed I had only two gravies and no mashed potatoes. I told the manager on duty that there was a mistake (turns out it must’ve been mine when using the app), and that I wanted two mashed potatoes and two gravies. Her answer was that she couldn’t help me, I’d have to go through the app – whatever that means. There was only a virtual assistant, who obviously couldn’t help resolve my order problem. I told her I just wanted to swap one of the gravies for a mashed potatoes, but she said no, she couldn’t help me, I had to do it through the app or it would mess up her inventory! I told her there was no way to do it through the app and couldn’t she just exchange it over the counter? Again, the answer was no. So, I had to order two mashed potatoes on top of my initial order, spending about $11 more. To do a simple act of swapping a gravy for a mashed potato would’ve cost KFC nothing, but this manager had zero customer service, and lost a customer for a year (at least). I will certainly not visit this location any more this year – it seems as though the old adage about the customer being right, and just basic customer service, when she could tell I was getting upset about the lack of assistance, makes me think there’s just no customer service training any more. Very sad. I will tell all my friends about my experience at this location.
Suggested solution:
An apology, and training of this manager in the art of customer service. Also, the app is not user friendly if anything goes wrong, since it's apparently not connected to the local store's system, and they can't make changes or give refunds, and there's no way to contact anyone through the app. Very frustrating to use.
