I placed my order at approximately 5:48 PM. By around 6:32 PM, I still had not received my order, so I called the store to ask for an update. I was told that the order had already been prepared, but the driver had allegedly cancelled at the last minute. The explanation I received was unclear and unprofessional.
Prior to receiving the order, I had specifically called and requested fresh food because I did not want food that had been sitting for a long time. I was assured that fresh food would be prepared.
I finally received my order at approximately 7:05 PM, over an hour after placing it. As soon as I opened the order, it was obvious that the food was not fresh.
The fries were in terrible condition. They were stale, dry, sticky, and clumped together. They appeared to have been sitting for a very long time. The quality was so poor that I did not eat them at all.
The popcorn chicken was equally disappointing. It was extremely dry and stale, and the outer coating was falling off the chicken pieces. It clearly did not taste or look freshly prepared.
The burger was also in unacceptable condition. The packaging was wet and soggy, and the burger looked as though it had been sitting for an extended period of time. The bottom bun had become completely soggy from moisture and sauces and was beginning to fall apart. The sandwich was messy, poorly assembled, and not appetizing. I was unable to eat most of it because of its condition.
To make matters worse, my order was incomplete. The dip that was supposed to be included was completely missing.
At approximately 7:08 PM, I called the store again to report these issues. Instead of receiving assistance, I was repeatedly passed between different employees. No one seemed willing to take responsibility or provide a proper solution. The staff kept blaming how busy the store was rather than addressing the actual problem. Their attitude was dismissive, unhelpful, and highly unprofessional.
The only solution offered was that I could come to the store another day and receive a replacement dip or small gravy. This is not an acceptable resolution considering the delayed delivery, poor food quality, missing item, and overall customer service experience.
What is most frustrating is that I specifically requested fresh food and was assured that my request would be accommodated. Instead, I received food that appeared stale, old, and poorly handled. The staff showed little accountability and made me feel as though my concerns were not important.
I paid $30 for this order, in addition to delivery fees, and the experience was completely unacceptable from start to finish. Between the excessive delay, stale food, missing items, and poor customer service, this was one of the worst experiences I have had with KFC.