Friday night, my family and I experienced something that was so ludicrous, so ridiculously bad that I felt it was my obligation to share it with you. It happened at the KFC on warningPennsylvania (Penn) just north of 122nd Street in Oklahoma City. Remember that location and save yourself tons of pissed off by not going there. The poor colonel was probably rolling over in his grave, trying to get out so he could rip the eyes out of the people ruining his reputation.

Now, before I get started, let me make clear that I’m not one of those anti-KFC people. I love their food. If you get what you want - the way you ordered it - it’s really good. I don’t know if they’re cruel to chickens; I hope not, but that will not be the focus of this diatribe. Instead, I’ll be telling you about a completely ridiculous customer service experience and the worst manager ever. (Her name is Kim, by the way. If someone named Kim whose resume says that she was a manager at KFC on Penn and 122nd in September of 2007, don’t ever hire her.)

Here’s how the transaction went from start to finish:

We drove up to the drive through window and after a few minutes, I heard a garbled message coming through the box that my son said was the drive-through girl saying she was ready to help us.

Me: We’d like a chicken pot pie with an order of mashed potatoes and a garlic Parmesan panini with mashed potatoes, a large ice water with extra ice and a large Dr. Pepper.

Window girl: Though I didn’t understand a word she said, according to my son, the great translator, she said they didn’t have pot pies ready.

Me: Okay, change the pot pie to two extra crispy breasts.

Window girl: So you want a six piece original and what?

Me: No; I never said anything about a six piece original. I want two extra crispy breasts and mashed potatoes and then the Garlic Parmesan Panini with mashed potatoes.

Window girl: Ohhhh, you want the panini.

Me: Yes, the Garlic Parmesan Panini.

Window girl: Okay, I have a number 2 wif 2 breasts and mashed potatoes and the panini with mashed potatoes, a large bottle of water and a large Dr. Pepper.

Me: No; I don’t want a bottle of water. I asked for water in a large cup with extra ice. I’ll pay the regular price for a drink if I have to.

Window girl: You don’t want bottled water?

Me: No. Like I said, I want it in a large cup with extra ice.

Window girl: So, you want a number 2 wif 2 breasts and mashed potatoes and the panini with mashed potatoes, a large ice water with extra ice and a large Dr. Pepper.

Me: Yes, and the breasts should be extra crispy and the panini should be the garlic Parmesan one. Is that what you have?

Window girl: (heavy sigh) Yes, two extra crispy breasts with mashed potatoes and the panini with mashed potatoes.

Me: That’s the Garlic Parmesan panini; right?

Window girl: (obviously annoyed) Yes. Pull forward.

Me: Thanks!

So we pulled up and waited for about five minutes before the girl would even look our way. Finally, she handed us our drinks. Mine was a medium instead of a large, but I’m used to that. Fast food restaurants generally have a hard time giving their patrons ice water for some reason, so I thought I’d let the size slide.

Then I took a drink. It wasn’t water; it was Sprite.

At that point, I tried to get the window girl’s attention, but she wouldn’t look our way. This went on for another five minutes or so until the food was ready. Finally, she returned to the window to give us our food.

Me: This was supposed to be water, but it’s Sprite. (At this point, I handed her back the Sprite.) Don’t worry about getting me another one; I’ll just get it at home.

Here’s where we made our mistake. Just happy that the order finally got to us, we drove off without opening up the boxes containing our order to see if the order was correct. It had to be right, because we’d clarified it so many times. How could anyone with a brain get it wrong?

When we got home, we were excited to eat our delicious order. (Yes, excited. We hadn’t gone to KFC for over a year, because every time we went to this particular restaurant, the customer service experience had been bad. But our love for their food made us try this one last time.)

I pulled out the order and my blood pressure doubled immediately. The mashed potatoes were both there, but my son got the chicken club panini and I had a breast and a wing - original, not extra crispy. My son does not even like club sandwiches, and I don’t like their original chicken. For me, it’s all about the extra crispy. Even worse, the “wing” they gave me was the size of a quarter. Literally. There wasn’t even any meat on the bone that a person could eat.

I picked up the phone and called the restaurant, vowing to remain calm and hoping to accomplish two things - I wanted an apology and I wanted the manager to understand that the continuing bad service at her restaurant was causing her to lose customers.

Here’s how that went:

Window girl answers: Thank you for calling KFC; how can I hep you? (All said with a wooden tone that said, “I don’t really mean thank you, and I don’t want to help you.)

Me: (in a calm business-like tone) Yes, I’d like to speak to the manager please.

Window girl: (sighs audibly and then yells to someone in the store) Tell Kim she have a manager call and see if she want me to take it. (There was no response to me at all.)

Me: No. I don’t want to talk to you. I want to speak to Kim if she’s the manager.

Window girl: (not responding to me at all again) Tell Kim she say she won’t talk to me. She want a manager.

Someone in the background: Kim say she’ll take this one.

After a few moments, Kim came on the line.

Kim, the manager on duty: This is the manager. How may I help you?

Me: Kim, I’m not calling you because I want anything. I don’t want my order corrected, and I don’t want a refund. I just want to tell you a story. First, let me start by telling you that every time I’ve ever been to your restaurant, I’ve never received good service. Because of that, we haven’t visited it in over a year, but we thought we’d give you another chance tonight.

At this point, I relayed the story about what happened that night. Then I ended with, “Kim, this is just unacceptable.

Kim: (huffily) Well, you know we get new people all the time. (No apology whatsoever)

Me: Kim, I understand that new people have a learning curve, but this didn’t happen because your window girl is new. We repeated our order many times, because she kept getting it wrong. In the end, she pretended she had it written down correctly, rather than actually getting it correct. This is a case of her purposefully not doing her job.

Kim: Well, I’m looking at your ticket, and it says an original breast and wing and a chicken club panini.

Me: Kim, do you think we actually ordered something that we didn’t want? Do you really think those words came out of our mouths when we don’t even like those things?

Kim: Calm down and listen.

Me: (Still in the calm, business-like voice) Kim, I am calm. I haven’t raised my voice once. I’m just trying to give you some information to help you do your job, so you can fix it.

Kim: Hello? Hello?

Me: Kim, I’m on a landline, and so are you. I know you can hear me.

KFC: Silence on the phone other than the sound of people talking in the background and work going on in the kitchen.

Me: Kim, I know you’re still there. I can hear the background noise. You’re a manager. This kind of childish behavior is ridiculous for anyone but especially the store manager.

KFC: The sound of someone’s hand being put over the phone and the continued sound of background noise from the restaurant, proving that she heard what I’d said.

Me: (beside myself, to my son) Oh, my God! Now, the manager of the store is pretending she can’t hear me! She’s holding her hand over the phone, but I can still hear the background sounds. She knows I know she’s there, but she still won’t say a word! I’ve never experienced such a thing in my life!

My son: Mom, I told you those people don’t care. Give it up. They don’t want to get better, and they’re not going to tell you they’re sorry for your bad experience. Just hang up.

Me: Kim, I’m giving you one more chance to be a good manager. Quit pretending you don’t hear me and respond.

KFC: Continued sound of background noise.

Me: Okay, Kim. You’ve just earned yourself a letter to the owner and to the corporate office where I’ll be naming you by name and telling this story. If I were you, I’d get the resume ready, because I won’t give up until I see you fired for this.

And then I hung up.


I never raised my voice at all. I remained calm and business-like the whole time. And THAT’S how I was treated. No apology, an angry attitude and then a childish pretense from the one person who’s supposed to be running the place.

Honestly, my mind’s still reeling from the experience. It’s so beyond my idea of how a business should be run that it’s hard for even me to believe it happened.

So, save yourselves a LOT of hassle, citizens of Oklahoma City. Don’t visit Kim’s store. And if you are brave enough to try it and have a bad customer experience there, do what I did and tell the owner and the corporate office. They have the right to know.

President and Chief Concept Officer: Gregg R. Dedrick
COO: Harvey Brownlee Jr.
Director Public Relations: Laura Schalow

Customer Satisfaction Numbers
U.S. - 1-800-225-5532 (1-800-CALL KFC)
Canada - 1-866-664-5696

Online Customer Comment Forms
U.S. Feedback (Continental United States)
International/Hawaii/Canada Feedback (outside the Continental United States)

KFC’s Corporate Address for Comments
P.O. Box 725489
Atlanta, GA 31139

Owner of this KFC in Oklahoma City
KFC US Properties Inc.
DBA KFC Y336006
PO Box 35370
Louisville, KY 40232-5370