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Our family gets a large order every sunday from the KFC on Middlesex St in Lowell, Ma. This has been a ritual for about 10 years or longer now. We get together as a family and look forward to out take out meals from KFC. I am in charge of the ordering and my son or myself will pick up the order every sunday. I have had some small problems here and there with the orders in the past, and usually call or stop by if it is not too major and the manager I speak to will always take care of the problem to our satisfaction and I for one appreciate that type of management. I always save the receipts at the time of ordering to help them find receipt numbers over the phone, or produce the food and or receipt to prove my case. Tonight my son made 2 trips back and forth for large orders, and those two orders were perfectly fine. The problem I have right now is with an order that had taco bell and kfc combined for myself and my son along with 2 young children and a 2 year old baby. Because of conflicting work schedules we had to pick up this add'l food well after the first 2 larger orders today. Now that you have all the back ground on this, I will tell you what was wrong with the order. The Taco bell food was perfectly fine. We also ordered a 6 piece chix strip meal with cole slaw, and mashed as the two sides. We also ordered a small side of mac and cheese for the baby. The kfc meal was ice cold, but the taco bell was perfectly hot. Three to four of the chix strips were half the size of the other very nice pieces. As I started to split this meal for the 2 small boys I noticed some of the strips were hard and too crispy to eat safely. I tried a little piece and the taste was very smokey and a bad greasey flavor. I had to remove it from my mouth. 2 of the strips looked and tasted great as we usually receive our food. It appears that someone added fresh strips to an older possible bad grease cooked order. Next I opened the mashed with gravy side. The container was half full and it looked like someone had stirred the gravy into the potatoes that were just beige to light brown in color. I then looked in the bag for the small side of mac and cheese, to discover that they had not put it in with the order. The receipt shows we were charged for it. In the past I have let similar problems go such as this, as we always over order, and have plenty to go around. Today, the different shifts we had to order for and the times we ate left us unable to do this. I called the restaurant and asked to speak to someone in charge. The male person that answered asked me to tell him the problem, which I did. He then asked me to give him the receipt number, which is in the car that is now gone with my son to work. I called him to get the number, and he said he would have to call me back at break in a few hrs with the number on it. I advised the male worker, and he said he did need it, and would have to transfer me to the manager. I thought I was talking to someone in charge. The male manager answered the phone in haste, and their was so much customer chatter going on, that I had to yell over this in order for him to hear me. I told him exactly what I have told you here. He asked if I could bring the food and the receipt back now, and he would replace the strips that were not good and potatoes would be evaluated and replaced or refunded if I was not satisfied. Here is my problem, I paid for food I did not get, 2 or 3 of the chix strips were good and were eaten by the small children with half a biscuit each and some cole slaw. I had to feed them something under the circumstances to hold them over for now. I explained this and the inconvenience of the missing mac and cheese that was ordered for the almost 2 year old with just a few teeth. I had no edible mashed potatoes with gravy, no mac and cheese, and only a few strips that could be consumed safely. Now, I was asked to come back across town in traffic with the food and receipt that is in my sons car at work. I explained that I did not feel that this was fair for my time and gas, along with the problem of trying to find something in the house to feed 3 visiting small children, to have him merely replace missing food I already paid for, and replace the food once returned that was not edible. I felt he should take my info and at very least replace the entire order the next week when we ordered again. He very rudely told me that this would not be happening, and I told him I would just file a complaint with the KFC home office then. He again rudely told me that I could find the info to do that on the back of the receipt and that this conversation was over. I asked him for his name, and he slammed down the phone with no further reply. I was appalled and shocked that a manager for a long standing food establishment would ever handle a problem in this unacceptable manner. I feel that we contribute quite a bit of our income weekly, and to satisfy a long standing customer with a very legit complaint should not have warranted that type of rude response and behavior. Especially when I explained that this happens on different scales at least once a month and I have only complained one other time in over 10 years. The manager at that time was overly nice and only to happy to replace our much larger order in full at the time for our trouble. I declined his offer and asked him to just replace a strip meal only and we left happy. I decided to follow through with my complaint when this unknown male person advised me to do so if I was not happy with his remedy and slammed down the phone. I have owned a restaurant in the past, and have been in many different aspects of customer service over the past 30 years, and if I had ever treated anyone so rudely with similar circumstances, I would have been reprimanded at very least, if not terminated immediately. I advise my employee's that something this small is not worth possible loosing a steady flow of business and income, as well as the fact of not knowing exactly who you might be rudely speaking to at any time in business. For all this manager knew, I could be the owners wife or daughter. Morals and Ethics are an important quality of business and customer service in todays economical market. It does not cost anything to smile and speak nicely to the person on the other end of the phone in order to keep whom ever a happy repeat customer. I guess I have overly stated my case at this point, and I would appreciate a response to this email. It has been about 2 hours since this problem occurred. The time without looking at the receipt was approximately 7-7:30 std. eastern mass. time. The KFC store is located on Middlesex street in Lowell, Ma. 01854 Thank you for taking the time to read this lengthy email, and I look forward to your response with this matter. Have a wonderful day! Cindy A.


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