By Paola Soto on August 27, 2026 Verified by Google

I have never experienced such horrible service at a fast-food restaurant in my life.

I placed an order online through the KFC website, and my order was scheduled to be ready for pickup at 8:30 PM. The location was not scheduled to close until 10:00 PM, so I was completely shocked when my husband arrived to pick up the order and was informed that it had been canceled.

When my husband called me to let me know, I was confused because I had not received any explanation as to why the order was canceled. He then went back through the drive-thru to speak with an employee, who told him that they were completely cleaned out from a previous order and had nothing left to offer.

I even asked if there was anything else available that we could substitute for the food we had already ordered and paid for. Instead, we were told that we needed to cancel the order through the app. However, the app would not allow me to cancel it because the payment had already been processed. To make matters worse, shortly afterward, I received a survey asking how satisfied I was with my order—an order that I never even received.

I am extremely frustrated and disappointed by this experience. I am also pregnant, and I was simply craving KFC. I understand that restaurants can occasionally run out of certain items, but canceling a prepaid order without providing any reasonable alternative or assistance is completely unacceptable. At least an email giving us the heads up before arrive would have been nice.

It was clear that there were only two employees left working at the restaurant, and based on the situation, it appeared that the restaurant may have already been preparing to close and simply decided to cancel my order rather than fulfill it—even though the order was scheduled to be ready an hour and a half before closing.

Now I am left having to contact my bank regarding a charge for food that I never received because the app does not provide me with an option to cancel the transaction myself.

This entire experience was extremely frustrating, inconvenient, and unprofessional. I would appreciate having a member of management contact me regarding this incident and explain what happened with my order and why we were treated as such.

I hope KFC takes this complaint seriously, because this is absolutely not the level of service I would expect from a company of this size.

By Samuel Torres on August 9, 2026 Verified by Google

Store time said they closed at 10 pm its 9 pm and its already closed a saw a employee and they not even said something really bad customer service

By Roberto Rager on May 26, 2026 Verified by Google

Some of the best chicken in town but only issue I had was the staff was rude and unfriendly. There wasn’t a lot of people and it still took a while for my order

By Jesus Chavez on April 8, 2026 Verified by Google

Well the experience was not so great 😕
I got a two piece dark meat...and the chicken thigh was so small that l felt like it was from a baby bird... 😆 🤣

By Mellionie Noelle on October 23, 2025 Verified by Google

I ordered the 3 pc Chicken Big Box -- 2 breasts and a wing, with fries and mashed potatoes as my sides, plus a Mountain Dew. I took advantage of the buy 1, get 1 free deal, so I got one for myself and one for my brother.

The food itself was great. Everything came hot and fresh -- the chicken was perfectly seasoned and crispy, just how I like it. The fries were golden and had a nice crunch, and the mashed potatoes with gravy were creamy and flavorful. My brother enjoyed his meal too, so no complaints on the food side at all.

The only issue I had was with the delivery. The driver was acting like she couldn't find parking, clearly just trying to avoid coming upstairs. I ended up going down to get it myself, which kind of defeated the whole point of ordering delivery.

Other than that, everything was on point. The food hit the spot, the portion size was solid, and that buy 1, get 1 free deal made it totally worth it.

Would definitely order again -- just hoping next time the delivery driver puts in a little more effort.