Complaints
This profile includes complaints for KFC Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 102 total complaints in the last 3 years.
- 25 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/05/2023
Type: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.
TODAY I PLACED A ORDER FIR PICKUP IT COSTED $23 and some change. The pickup was 2:53 I get there at around 2:55 and told that my order was handed out. I then asked for a refund and was told they can’t give refunds on online orders and they can’t remake my food!! So I left with no food and my money taken! I was told to call corporate and get my refund, I’ve called multiple times to get in touch with the financial department and have been sent to voicemail each time!!! A lady answered and tried transferring over to financial to process my refund and no answer !! She took my complaints and said he opened up a case but I still haven’t received my money back or any information back. I want my full refund back in entirety since I received no food or service !!
Business Response
Date: 04/24/2023
Dear ****** ********
Thank you for contacting KFC. We did find complaint # ******** placed through kfc.com/contact form. The care team processed your refund of $23.42 on April 4 and funds.
We apologize for your experience.
Thank you,
KFC Guest Services
Initial Complaint
Date:04/03/2023
Type:Status:ResolvedMore 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 placed a food order online at KFC.com on 03/29/2023. The order was placed at 8:42 PM Central Time.
My KFC restaurant food pick up address is : 2002 Main St, Building 2, Pearland TX 77581
The order total dollars amount is $10.83 for 8 pcs chicken. And this deal can only be placed online.
This restaurant closing time is 10PM. When we came to pick our order, the guy who is in charge there said that they are closing the kitchen. We are very disappointed because we got there like 8:55PM and their closing time is 10 PM. Didn't make any sense that they are closing the fried line before 9PM. We paid by a credit card online and the guy said they will refund our money But , they did not refund the $10.83 to my credit card yet.
KFC service people are bad. Beware when you try to order their food online. I want this message sent to the KFC CEO. We are very dissatisfied with their service.Business Response
Date: 04/12/2023
Dear *** ****
We apologize for your experience. We have issued a full refund to order 10233991 at $10.83. You should receive your funds back into your account within your banking institution guidelines. This typically takes 72 hours.
Thank you,
KFC Guest Services
Customer Answer
Date: 04/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19887841, and find that this resolution is satisfactory to me.
Sincerely,
*** ***Initial Complaint
Date:04/02/2023
Type: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.
A large sign in the drive thru advertises a 2 piece leg/thigh and biscuit for 2.99.
When I went through to order 4 as I was delivering food to multiple people, I was told they are not running the special. I asked, even though it’s being advertised on a very large sign right here? The response yes we are not doing that deal. Look, this is false advertising. I’ve been told before that this deal is denied since they want you to buy the 8 piece for 17.99. There is no way I’m going through a mess to divide this chicken up in my car and deliver food separately in containers I don’t have on me. There’s a reason I’m ordering multiples of these meals. This is not the first time this location will not honor an advertised deal. It’s a waste of time to even try to order and it’s also a gamble on whether the food is fresh non our area however, there isn’t much of a choice of food options.Business Response
Date: 04/12/2023
Dear ******** *******
We apologize for your experience at your local KFC. The offer described is a franchise specific offer, in order to address this with the franchise organization, would you be able to advise the location you visited?
Thank You,
KFC Guest Services
Initial Complaint
Date:04/02/2023
Type: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.
We placed a mobileorder at4pm to be picked up at 6pm. When we arrived the first cashier had no clue of the order , then the Second Lady came up and said we are really busy now … with such a nasty attitude… I said ok but my order was placed 2 hrs ago. The rest of the staff all started to laugh . Then a manager came out and said let’s stop standing around and get the order ready . Not once did he come out and apologize to me. We then waited 20 mins for it to be done. I asked for some sauce and the girl just rolled her eyes …. What the **** was that for. After getting home 1/2 the chicken was not cooked and cold.
This is totally unacceptableBusiness Response
Date: 05/04/2023
Dear ******* *********
Thank you for contacting us. We apologize for your experience. We see that a complaint was place with our customer service team and a refund was processed on April 21st.
Again we apologize for your experience at the restaurant.
SIncerely,
KFC Guest Services
Initial Complaint
Date:03/28/2023
Type: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.
This is in regards to complaints I filed with KFC that they have not responded to (KFC Case # ******** and KFC Case # ********** I ordered a meal online and when I picked it up they gave me something totally different from what I ordered and when I complained they said I had to come all the way back to the store to fix it. I filed a complaint with KFC online asking for a refund because I didn't get what I ordered, I threw this meal in the trash and went without lunch that day. I would like a refund for the payment of $10.81 I made since I wasn't given what I paid for. I tried to resolve this with the business but they totally ignored my requests.Business Response
Date: 04/12/2023
Hello ***** ********
Thank you for reaching out. We apologize for the delay with issuing your refund. On April 3 a full refund was processed for $10.81. This refund should have posted to your banking institution within 72 hours.
Again we apologize for the delay.
Thank you,
KFC Guest Services
Initial Complaint
Date:03/24/2023
Type: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.
On February 15, 2023 I placed an order for 2 buckets of KFCwith sides online to be picked up at 4:15 p.m. at Neenah, WI KFC . Arrived there at 4:155 p.m. to rudely be told by drive up window lady (the dining room was closed) that "we don't do that here"??? Needless to say this order was for a large family gathering and it totaled almost $90. It was charged to my charge card, but your extremely rude KFC employees and restaurant did not fulfill the order or do anything to try to accommodate. I called the Neenah store; No answer! I then called the Menasha store about 5 min away, again no answer! I then called the Appleton store, about 10 more min away, again No Answer! What kind of a business are you running. I used to go to the Fond du Lac, WI KFC but they always forgot items in my order and the place is actually run down and filthy. Needless to say my days of shopping at any KFC are over. Love the chicken--abhor the service. I also contacted the Corporate Headquarters and to this date (March 23, 2023) I have still received no feedback. I was forced to actually cancel my credit card in order to get funds returned. I will never be surprised when I see KFC go out of business. For a company that pays its CEO more than $6 million a year, you'd think you'd be thankful to the customers that allow you to pay that ridiculous sum and you'd also think there would be some small iota of customer service.....but then you'd be wrong. Extremely disappointed and will never again be a KFC customer and I will tell everyone I can about this incident.Business Response
Date: 04/27/2023
Dear ******** *******
Thank you for contacting us, we apologize for your experience. Order ******* was refunded in full for $84.98 on February 22 at 3:40pm ET. The funds should have went back into your account 72 hours after posting. You should have received an email at the time of refund, if you did not receive this email, it may have landed in the spam or junk email.
Again we apologize for your experience.
Thank you,
KFC Guest Services
Initial Complaint
Date:03/21/2023
Type:Status:ResolvedMore 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.
In regards to order ***************************************************************
I never received my food delivery from KFC, as I have tried to relay this message to them, without a reply.
I tried contacting them the day that my order was supposed to be delivered, but have never received a reply., I also tried to contact their help via Twitter, again, without a reply.
I am telling KFC that I did not get my order from/for *************************************************************** and that I would like a full, due, immediate, refund., Please.
Thank You., ***** **** **********************
*************************************************************** *** ***** *** ******* ******** ** **** ********* ** ********** ** *****
Delivery from KFC Charlotte
6424 Albemarle Rd , Charlotte, NC 28212Business Response
Date: 04/27/2023
Dear ***** *****
Thank you for contacting us. We apologize for the delay in resolving your concern. We received confirmation from the delivery provider that your order ******* placed for delivery on March 15 at 4pm eastern was not delivered as promised. The team issued a refund of $32.54 on April 25th at 2:30pm eastern. The funds should land in your account within 72 hours of issuance.
Again, we sincerely apologize for the delay.
Thank you,
KFC Guest Services
Customer Answer
Date: 04/27/2023
THank You.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,
***** ****Initial Complaint
Date:03/20/2023
Type:Status:ResolvedMore 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 made an online pick up order for 3/18/23 that was supposed to be ready at 9:24pm at the Waterloo NY location on state route 414. Upon arriving to the store they said they closed that side due to being out of chicken. The store was little to no help on helping us get our money back. My order total was $32.40. We then called the KFC support phone number where they took down all my information then told me I needed to talk to a refund specialist. I have been calling the refund specialist phone number since. This phone number ringing and puts you on hold for 11 minutes then disconnects the call. I just want my refund. I never received my order.Business Response
Date: 04/27/2023
Dear **** ***********
Thank you for contacting us. We apologize for your experience, and delay in receiving your refund. We see your order ******* was refunded on March 19th at 1:46pm.
Again thank you for reaching out and we sincerely apologize for your experience.
Thank you,
KFC Guest Services
Customer Answer
Date: 04/27/2023
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,
**** **********Initial Complaint
Date:03/14/2023
Type: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.
Date: March 10, 2023.
Location: KFC at 118 Pinnacle St, Clemson, SC 29631.
Problem: I ordered a meal through the KFC app, but the store did not have the item, and they did not cancel the order or issue me a refund.
Receipt: ORDER NO. *******. 1 Double Down Sandwich Combo. Subtotal: $11.99; Tax: $1.08; Total: $13.07.
The Whole Story: I had placed an order through the KFC app for a Double Down Sandwich Combo, which cost me a total of $13.07. However, when I arrived at the store to pick up my order, I was informed by the staff that they did not have the item I had ordered. To my utter dismay, I was told that the store could not cancel my order or issue me a refund for the item. This lack of accountability from KFC has caused me significant inconvenience and financial loss. I have tried contacting the KFC refund department multiple times, but nobody answered.Business Response
Date: 03/16/2023
Hello **** ** ****,
Thank you for contacting. We did find your case ******** made with the contact center. A refund of $13.07 was issued for order ******* and should post back to your account within 72 hours.
Thank you,
KFC Guest Services
Initial Complaint
Date:03/08/2023
Type: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.
Worst experience and worst customer service both from the pickup location and the online service.
On Saturday March 4th, I ordered food from KFC online site (ORDER NO. *******) to be picked up at my local KFC (*** ******* ** * ***** ***** ** *****). When I went to get the food, an employee told me they did not have all the items on my order and that all they had was wings. I decided I did not want just wings and asked her to cancel the order. She told me that she couldn’t and that I had to go back online to cancel it. I went home and decided to call KFC, but it is impossible to get anyone to respond; you get put on hold, and all you get is just music and after a while the call is disconnected. I even attempted to contact them by responding to my order email which bounced back as undelivered. I thought to myself that maybe if the order is not picked up, the system will cancel the order and I went to bed. The next day (Sunday) I checked my credit card account and noticed it was debited with the amount of the purchase and it was in a pending status. I thought, okay, if they want to charge me, it is fine but then I need to go get my order. I drove back to the local KFC again and asked to pick up my order. The manager told me that my order was not in the queue anymore, and that I needed to go online to cancel my order. There was nothing he could do for me. I went back to my truck and called KFC once again from my truck, and still had no one to talk to, and I was put on hold with music playing. I was out there almost 15-20 min and I got disconnected again.
On Monday the purchase went through and my card was charged, so I went back online and since calling did not get me anywhere (yes, I called again and still: on hold, and music, then disconnection), I decided to fill out a contact form and ask for my money to be refunded. I received their customer care acknowledgement of my issue letting me know my Case #********. Since then, nothing.
I need to be refunded my money!Business Response
Date: 03/16/2023
Dear ******* ******,
Thank you for contacting us. We did find your complaint ******** and do see a refund of $44.93 was processed on March 13th and should be posted back to your card used for ordering within 72 hours of submission.
We apologize for your experience at the store and the delay in processing your refund.
Thank you,
KFC Guest Services
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