On Sundays, I always go to KFC for my lunch. I love their grilled chicken. I mean, absolutely love it. So, I usually go there for a three-piece meal and two vegetables to go with the chicken. After paying for my order, I looked at the receipt to make sure I wasn't overcharged (which is something I always do). I noticed something that really caused me to be confused and angry all at once. I noticed there was a "driveup charge" of $.30. Dumbfounded, I asked the KFC employee what this was about. She said it is now standard to charge a driveup fee for the convenience it provides to customers. Huh? I told her that this is the first time I have ever seen or heard of a company charging customers for the "convenience" of using their driveup option. She then said it was non-refundable and is "stipulated." I ask, "Stipulated where? There is nothing at the order window that says I will be charged an extra $.30 for using this 'convenience'." The exasperated driveup employee then called for her manager. The manager told me this charge is to defray expenses accrued by customers using the driveup. "What?" She told me I was free to contact KFC customer service. She then told me I need to leave since I was holding up the line behind me. Enraged, I did just that.
I filled out the form at the KFC website. I gave all pertinent information such as name, address, phone number and email address and, of course, my complaint. I did this on Sunday, January 20, 2013. To the date of this blog post, I have not heard back from KFC. I think it shows just how customer unfriendly they are about someone who had a legitimate complaint. I have not received what I consider a valid explanation for the "driveup charge." I do know a former KFC employee. He quit as assistant manager two months ago. He said he was informed this driveup charge is to help defray expenses, as the manager at the KFC bluntly told me. But, he was led to believe it was to help pay the costs of Obamacare which is devastating businesses all over the nation. I have no idea if this is true or not. But, it would not surprise me. Needless to say, I am greatly displeased with KFC and my experience with them. I do not intend to patronize KFC until they at least clear up things about this so-called "driveup charge." It's not the $.30 that they want you to pay. It's about the principle of the money. Charging customers to simply use their driveup service is unconscionable. I hope to provide an update soon.