This could be a decent restaurant ordering app, but right now there seems to be little nuances preventing it being enjoyable. I tried the get 10 saucy nuggets with $10 purchase promo. It would take you into the screen to pick your sauce and you could scroll down and pick the sauce. The “select” button to confirm the choice though was at the very bottom of the screen with less than a millimeter sticking up and is next to impossible to press to confirm the selection. At the final review screen it asks if you need plates and utensils. The plates you could select but the utensils was missing for selection all together. I picked to have a plate, but never received one and it didn’t print on the pickup receipt so that may also not be working. Get everything working in the apps so ordering is as simple as possible guys!
I've never encountered an app as frustrating as the KFC app. A month ago, Apple Pay started intermittently failing, with the app indicating it was not a valid form of payment. This issue quickly escalated from intermittent to consistently not working. Today, I tried manually entering my credit card information, only to have it declined by the merchant. My credit card company confirmed that the issue was on KFC's end.
This means I have no way to make purchases through the app or online, which conveniently prevents me from earning rewards for my purchases. When I contacted chat support, they abruptly ended the conversation as soon as I started asking questions. Phone support has been equally unhelpful, with no one taking responsibility for the app's issues or the rewards program.
I'm extremely disappointed in KFC's lack of accountability and poor customer service. This app is a complete failure, and I would not recommend it to anyone.
The app looks nice, and it’s easy to use, but you are far better off just ordering at the drive-thru window or in-store.
I just downloaded the app. I ordered one regular chicken sandwich, the app told me my order was ready for pick-up, I pulled up to the drive-thru and told them I had a mobile order. They then proceeded to ask me to “pull forward” (those dreaded words). From that point I watched several cars behind me place their orders, receive them, and drive away. When the team member finally brought out my sandwich, I politely asked if it was more inconvenient for them for me to use the app. She basically said yes; she told me several people have had the same problem/complaint that I did.
They only upside to the app is that it sometimes offers deals you can’t get in-store. But if you just want want to order some chicken and be on your way, you are FAR better off to delete the app and just order at the restaurant. You will get your food MUCH faster that way.
It’s been a while since a dined at a KFC so gave it a shot this evening in Queensbury, NY. I got a single chicken breast, mashed potatoes, biscuit, and unsweetened ice tea. The food tasted great, much better than what I normally get at that other chicken place.
I was able to use Apple Pay in store but no option to use Apple Pay in the KFC app. I was able to order unsweetened ice tea in store but can’t do that in the app either. Apps should use Sign in with Apple rather than forcing me to create another user account and always offer Apple Pay in the app as a means of payment. I would give KFC another try in the future but not being able to use Apple Pay just makes it easier to go to your competitors that do support it.
Make sure to enter the correct location or they will make excuses to not give you a refund! Better to go out of your way to the location you accidentally placed the order rather than try to cancel it and get a refund. For one thing the app is independent of the stores so it isn’t in the hands of the store to give you a refund. If you do attempt a refund you are put on hold a good long time, struggle to understand the foreigner taking your information to be transferred, put on hold all over again and repeat ALL the info you just gave to the first foreigner. After all that to be told sorry the window of time to get a refund is closed! Maybe it wouldn’t be if I hadn’t been on hold for 25 minutes! Now I’m supposed to wait for someone to contact me who has the authority to issue a refund! What a crock! I’m sure they won’t call! Guess I will file a dispute with my credit card company. Not going to give this stupid app my money for no service and wasting my time! All for a simple oversight that should be easily rectified! Place your order the old fashion way, I’m going to from now on.
I have downloaded this app. Tried to get it to work. It has to send a link to my email. I tap the link for the app. Does not work. BUT it does go to the website and let me place an order there. I even removed the app, restarted my phone, downloaded the app again and NOTHING.
I call customer support. OMG! Big mistake. She told me that she cannot help me with the app. If I want to order from them then I should go to the restaurant and place my order there for food. I ask her what was the point of having an app if you cannot use it. She told me again that if the app doesn’t work there wasn’t anything she could about it. If I wanted food I would have to go to the restaurant and order it. She also told me since I could order on their website then that was what I needed to do. I told her that does me no good if I wasn’t near a computer or was on the road. DUH!!!!
I asked for the number for tech support and she tells me that there isn’t a tech support department and there isn’t anyone there that can help me. AGAIN, if I want the food then I will need to go to the restaurant and order it myself, in person.
Well, all I have to say about that is NO!!!
Now it’s the principle of it. There is no need to be rude, snarky and downright disrespectful to anyone.
What is wrong with people?!?!?
What happened to taking care of the customer?!?!?!
Alright ima give u my personal opinion in what yall need to do in order to make $$
Deals deals deals this is step 1 have high calorie meals at low prices offer combos that bring ppl in the door if you’re going to discount do it in locations have franchisers get the word out limit offering nation wide and become hip have a sweet lightning freezers with some ice cream find some way to better advertise to the consumer and i don’t know if yall have desserts but that’s a problem that’s free money u losing not having a dessert the modern consumer going to kfc doesn’t value all the extra health stuff give ppl what they want why is it I pay a similar price at kfc than any other chicken place u have the locations and the resources available to quite literally be the bargain chicken place like McDonald’s but instead kfc is trying to be any run of the mill fast food restaurant that serves fried chicken
Every time I use this app there is an issue with the order. And the response at the location is always “well we don’t have anything to do with the app” they cannot cancel orders or make adjustments if they don’t have something. This most recent visit I ordered a family meal for preparation ASAP but it says large orders will take more time so it forced a 20 mins prep time. I get to the location 10 mins early and they tell me well we can’t start it until the time on the order. There was absolutely no customers there. So seriously I can’t get my order prepared until the assigned pickup time. WTH one of the times the app charged my card but the store could not access the order so I had to order there and pay there. And since they cannot cancel orders I had to file with my CC company and they had to fight it with KFC. I did get my money back on my card eventually but the app has been a headache.
There is a manager there tall with the really thick caterpillar eyelashes. She is very rude and told me I got to stop coming in with these coupons. What? isn’t that what the coupons are for I’m 71 years old and have never seen such disrespect the young lady at the window, last night was also rude to And when she couldn’t understand my order, I asked for the manager and the manager with the eyelashes huffed and puffed up to the window and acted like I was an inconvenience when really they were inconveniencing me by making me wait 10 minutes for the chicken. Popeyes is right across the street from me in Cumberland Mall. Maybe that’s where I should buy my fried chicken from now on. Because I don’t trust them (KFC) handling my food I had to drive forward and wait on my chicken to be brought out to me and I was afraid of what they were doing with my food. I am not happy with the service at this particular Kentucky fried chicken.
I hadn’t eaten from KFC in years. Decided to use the app so my order would be ready when I arrived. After I paid I double checked my card to see what they charged me and it was $2 more than what was on the receipt and what I agreed to be charged. I understand that some businesses/services add service fees but it has to be included on the itemized bill before I agree to be charged. My receipt still showed what I ok’d and not the extra $2 afterwards. If you need more money for your service put the charge on the bill or tack a little extra on each item because what you did is fraudulent and a scam. I got an email asking me to complete a survey of my app experience and I let them know. I got a generic response that someone would reach out to me. No one did.
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And then there was the chicken…It was so dark it looked like it had been refried multiple times. The meal was edible but not very good. I will not be going back to KFC.
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