Today we waited 45 mins for 6 pieces of chicken at our local KFC. Did all the right things, ordered via the app, got to the restaurant and there were approximately 20 people waiting inside. It looked like a COVID swamp in there.
When order came up on as “ready” on screen, it turned out that the order was nowhere near ready and staff informed that it automatically changes to “ready” after a certain time, they had no control over it. Staff didn’t even know how to recall older orders that were completed because of this automated system.
I felt sorry for the staff as they were clearly young and lacking direction - yes like headless chooks.
On the other hand, McDonald’s also gave young staff but runs like a well oiled machine.
Why is KFC so poorly operated? Is the phone app causing more pain?