Is it really KFC Policy to return the food if they get the order wrong?
Went to KFC tonight. I ordered a bucket with two sides of mashed potatoes and gravy, plus an extra side of mac and cheese.
The workers were curt and the customer service was poor, which unfortunately feels pretty normal at this location. Before heading home, I checked the bags. It was dark, but the order looked right on the surface.
Once we got home and sat down for dinner, we realized they had given us one mashed potato and two mac and cheeses. I called and explained the issue. The person on the phone wasn’t very helpful, and I basically had to say, “I’m coming back to get the missing potatoes,” because it wasn’t offered. I was polite and friendly the entire time.
When I got back to the drive-thru, I said, “I’m just here to pick up the potatoes.” She immediately responded, “Did you bring the mac and cheese back?”
No one mentioned that on the phone. She then said it was “policy.” I understand mistakes happen, and I was perfectly willing to drive back so they could fix it. What bothered me was the way she spoke to me, like I had done something wrong by not bringing back food they had mistakenly given me. I had already made another trip because of their error, and there was no apology or acknowledgment of the inconvenience.
I drove around to the window, and she handed me the potatoes and said, “For future reference, next time you need to bring the food back.”
The whole thing felt unnecessarily rude and dismissive. Just curious: is it actually KFC policy to expect you to bring back an incorrect side when they mess up your order? I’ve never heard of this before — anywhere. In fact, the opposite is usually true. They’ll say to keep the food or throw something extra in for the inconvenience. Super weird.